Hughes Network Systems

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

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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: I hired HughesNet to install satellite internet service in my brand new home. The installer came out and drilled holes in the side of my home and put up a HUGE satellite dish. When he came inside to test it, the internet service never worked properly on any of my computers, one of which was newly purchased in 3/2013. Despite this, the installer told me he had to go and left knowing the service did not work. I called HughesNet customer service and was transferred to "home help assistance" which turned out to be a third party service that told me I had a "redirect virus" and that I needed to pay them $99 to clean it off. I immediately hung up, called HughesNet back and worked with Technical Support for about 45 minutes performing various tests and the internet service still did not work. I finally spoke to [redacted], who we went back and forth and we ended the call with the understanding that an installer would be dispatched who would remove the dish and fix the holes in my house AT NO COST TO ME (case#[redacted]). I received a call today to schedule the installer for Monday, but the installer called this evening and asked if he could come today and I agreed. He removed the radio transmitter and told me he was not removing anything else unless I paid for the service. I called HughesNet customer service and spoke to [redacted]. She put me on hold repeatedly just like [redacted] did last night and finally transferred me to [redacted], an alleged supervisor who wanted me to pay for the dish removal and repair to my home out of pocket and allow them to reimburse me by crediting my credit card. This is absolutely unacceptable, as this company has not done anything it said it would do. Then he transferred me to [redacted], who he said was his supervisor.Desired Settlement: I want HughesNet to have the dish they installed professionally removed and to have a professional contractor patch the holes that were made in my new house at NO COST TO ME. I want them to take responsibility for this repair to ensure my home is properly repaired. I also want the $40 hold that was placed on my [redacted] debit card to be removed.

Business

Response:

June 20, 2013

Review: I had service with Hughes Net for 2 days and cancelled. They were to send me a box to return equipment. I never received a box. Recently, a charge of $213.00 was taken out of my account. When I questioned the company, I was told to send equipment back. I did so, out of my own pocket. Have made numerous calls to company about the amount to be put back in my account. I have verification of shipping.Desired Settlement: I would like the refund now. They have been giving me the run around for a week.

Business

Response:

December 4, 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 her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on August 12, 2013 and requested to cancel her service on August 14, 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 $213.00 and that amount has been refunded to the card on file. **. [redacted] was informed of our decision on December 4, 2013.

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:

[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: We have been provided advertising promises to provide satellite internet service at the highest level of speed and capacity. In the past month, I have been gone much of the month out of town, and when I am in town am only at the location of satellite internet service a few hours per day. In the past week, I have used the internet very little. In the last month I have not streamed any videos. Much of the time I do use internet service is after midnight, which is not to be considered in terms of the internet usage. Often, the service doesn't work after midnight, when the company instructs people to do downloads for the specific reason that it won't be considered in terms of total usage.

I work over 100 hours per week, and have had zero nights free for several months. I took a night off to watch a movie with my girlfriend. So, I was surprised tonight to find that when I tried to stream a video for the first time this month, the video only went for 15 minutes then froze. I looked at my internet usage and found that Hughesnet said I was already over my monthly capacity. That is not possible, as the internet service has only been used for sending and receiving e-mail or viewing web sites. I have used it probably 12 hours per week at most for that purpose, again much of which is after midnight.

So, we just spent two hours from 10 pm to 12:19am with a person in [redacted] who could not provide a proper explanation for why Hughesnet wasn't accurately reflecting my internet usage. Then, none of the Hughesnet web sites worked in terms of any solution they attempted to make happen. The company is a joke and shouldn't be allowed to do business. (I should note that I have no problem with [redacted] people working on behalf of US companies, but the service tech clearly didn't have any reasonable support from the company, and their systems do not operate correctly.) Anyway, the point is that the internet site doesn't work, the systems do not accurately reflect internet usage, and the service doesn't work.

In addition, I made it clear when signing up that I was a Mac user. The company failed to tell me, when upgrading my service to the highest level possible Gen4 that is supposed to provide 15Mb/sec upload speed, and agreeing to pay over $100/month for satellite internet service only, that it wouldn't provide that speed for Mac users. But, once I raised the issue that the speed was not as promised 2.9Mb/sec, I was told that I had to enter into a side agreement and pay additional money to have a Mac specialist consult with me to get the service working correctly.Desired Settlement: I want service as fast as promised, and in an unlimited amount, with a web site that is functional so that when there is a problem I can resolve it immediately, not after wasting two rare hours on something that resulted in no viable resolution to the service problem.

Business

Response:

March 22, 2013

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]

Attention potential customers- if this can save anyone from the headacheS I've endured from his company it's worth it. Hughes Net has suckered us into their terrible service & instead of offering to make it right, they pretty much tell you your screwed until you pay off a contract I never remember signing. They actually just informed me we NEVER signed a contract- although we signed a "signing up" agreement that was good for the first month. Other than that they say we made a verbal agreement- of which we don't recall and they won't let us out of. First off- in the first month they give you great service. 3 of us streamed Netflix everyday for the first 30 days. Then once the second month hits & the service can barely get through a 30 second video- they tell you it's because it's a satellite service. Well how does that make any since if it worked just fine the first month? I'm a 22 year old woman & get treated like I don't know what I'm talking about, I've spent more time on the phone with Hughes Net customer service than on their internet service. My brother was the primary user on our account, but after moving out, he spent hours on the phone with them to make me the primary account holder- but they refuse to let me cancel without my brother calling them- which he is unable to do. This is a company with almost 1000+ complaints on the Revdex.com. I live in a town of about 3000, many of which only have the option of Hughes Net, but I am adamant "do not use it this service is a scam just wait for charter to reach us". They may have trapped me, but don't let them do it to you!

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: We have been hung up on several times by this companys customer techinal support. After several times of calling them they have finally cut off our service but still want us to pay over 100 dollars. We were told when we called to have it hooked up that they would not come out to hook it up until the amout was paid. we had the money in the account at the time. they came out to hook up our internet and now say we have not paid the amount. we have had the service for 2 weeks and have not been able to use the service because when we try to call about get it fixed we get hung up on when they cant fix it over the phone. I asked to talk to a manager and they have refused to transfer me to one. we just cannot get any help from this company and dont want to pay for something we could not use and they wont fix. by this point we are really frustrated and just want it done with.

Product_Or_Service: hughes net

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

we just dont want to pay over 100 dollars when we couldnt use it and when it wasnt our fault.

Business

Response:

March 21, 2013

Review: In December 2012, we upgraded our internet service with HughesNet to the Gen4 they were promoting for faster, better internet. The subcontractor that came to our home to upgrade, lied to us and we were charged $130, through which I feel was a scam. After we were charged not only the $130 we were also charged an upgrade fee with HughesNet on our next bill. I called and complained with HughesNet, they attempted to make this issue fair to us with providing $10 discount for 6 months and a $50 mail in rebate form for upgrading (which was the promotion at the time). We agreed upon the $10 discount for the 6 months and sent in the mail in rebate after waiting 2 billing cycles, which was what we had to do for promo guidelines. We received the $50 mail in rebate check after a couple of weeks and deposited into our account around a month later. By our surprise the check was not only returned (bounced) but we were charged an extra fee from our bank. This was totally unacceptable. I have never in my life had a check returned from a business. HughesNet then sent out an e-mail to us and I am assuming other customers, that a mistake had been made on the check and the check would be unable to be cashed, because of this. They gave 3 options, first being a credit to our account for a month, second a prepaid [redacted] card within 6-7 business days or thirdly a new check in 3-4 weeks. They also stated they would add $35 to the $50 rebate because of any charges the bank may have penalized us for the returned check. My wife and I talked this over, being very upset over the matter , we decided the safest bet would be the pre-paid [redacted] with the $35 extra. On top of all the this the HughesNet service has been extremely poor, especially since we upgraded to the Gen4. Our internet is slow, worse then before and very "spotty" in the sense that sometimes we do not even have internet, we actually had no internet at all yesterday May 29th. I called HughesNet to voice my displeasure and to tell them to cancel my service and they said we were locked into a binding contract for 2 years from December 2012, and if we cancelled we would be charged $340. I was fuming, this is ridiculous, poor service for $78.00+ a month, I sometimes pay for a service that doesn't even work or exist and for the majority of the time is not fast. I am very, very displeased with HughesNet and there service, as well as there customer service. The returned check was just an absolute surprise in the fact that a business bounced a check. I am appalled. The line of events stated above are the reason I believe HughesNet deserved to be reported to the Revdex.com. I do not think the quality of service they provide is worth the money or the frustration we have experienced with them and there service, as well as there scamming subcontractors.Desired Settlement: My desired outcome would be to CANCEL there services and not be charged the $340 fee (ie the "contract" to be voided). We are not pleased at all with there service, no matter how we have looked at it. I also feel we have been above understanding to all of there mistakes. I will never recommend there service to anyone.

Business

Response:

June 10, 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: 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: 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: After three years of unreliable service and numerous unresolved complaints, I have requested to terminate my service.

I have emailed the company twice and requested to have my service terminated. I received an email response both times stating that I would have to call and have this done. I have called several times, been put on hold for 20 to 30 minutes, and then cut off. I have not been able to reach anyone to help me. I want my service terminated immediately. I have another service and cannot afford to pay for both.Desired Settlement: Immediate termination of service.

Business

Response:

March 11, 2013

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

This company has a very negative attitude towards their customers.
They treat you like you are stupid they do not respect your orders or wishes regarding services or closing the account.
They try to scam you by charging you surprise service fees for things that you were told you were not required to return.
They harass and humiliate their customers.
I will never ever use this Internet service again.

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

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Review: I have been trying to get them to come out and fix my dish I have been out of internet sense Nov. 2012.

I have not missed a payment.

I first call when the dish went out. they told me that I would have to pay the tech 95 dollars to come and fix it but I told them not to mount it to my wooden porch cause it wouldn't hold but he put it there any way so i'm paying for something I don't have they take 61.23 out of my bank account every month and I've called different times and last week I thought we made a agreement and I'm still without internet we agreed that I would pay the 95 dollars and they would take 10 dollars off my bill for the next 12 months and the month of May they are suppose to take 157 dollars out of my bank account they took their payment out April 9th of this month of 61.23.Desired Settlement: I just want what I am paying for...

Business

Response:

May 10, 2013

Review: Hello. We have been Hughes Net customers since 2009, and have always been in good standing with the company. There have been issues with the service since day one. Recently, in the past 2 or 3 months, we noticed drainage in our data allowance. Data allowance is how much internet usage we receive a month. On average, we lose about 600 MB to 1 GB of data, almost daily. We are only allotted 10 GB per month. We run a business with our service, which is dependent on internet, and on top of that we also run our home with the service. We usually only have 5GB, thats half of what we pay for, to use a month. Every single day I am on the phone with technical support. I deal with unfriendly foreign tech support reps, who are highly uneducated on this problem. I have to practically beg to get a supervisor who speaks decent English on the phone, to compensate. Hughes Net has provided us with prepaid tokens, to help, however now they are saying they will no longer do that. They are discounting our service for the next three months as well. Also, after so many calls to the basic tech support reps, I was upgraded to tier two support, who supposedly knows more. After waiting 2-3 days for a call, since they wont give me a number for them direct, they call, (blocked number so I cant call back) and I am getting the account holder to confirm that I am allowed to make changes on the account. I said one moment while I get the account holder, and they hang up on me. It was intentional, we were both using land lines, there was no bad weather, I was hung up on, by the tech support I waited days to hear from. There was no call back, no apology, and my problem remains unsolved. Back to the basic tech support. I schedule yet another call, attempt to make a complaint, and they refuse to provide me with a number to complain, or a number to call tier two tech support back. Now I am stuck for another 2-3 days. Meanwhile, summer is the busiest time for our business, and I cant do anything with my computer without the data running out. Finally we receive the call. To my dismay, it was over in a matter of min. They confirmed what I already knew, and left me with these words, "we will monitor the account". The problem still exist! Weeks later, in July, we leave for a three day vacation. Apparently, a tech support rep. decided to not inform us he was sending a new modem. The box sat out in the rain, and was ruined. we had no warning. The problem continues. I was quoted that in two days after I spoke with them about that, a new modem would be sent, again. days pass, no modem. During this ordeal, a basic tech support rep told me he would apply a token to the account, because it was completely empty. I asked multiple times, "you are going to apply a token from your end, and not use one of ours right?" He said yes, and confirmed every time. When I checked the token history, he lied to me. He used one of our tokens. I don't appreciate being lied to, being hung up on, and paying for a service, that I am not getting.Desired Settlement: I would like a formal apology. Not from one of the tech support reps who cant speak English, not from their supervisors, but from one of the big wigs in the company who runs this deal. I spend every day, an hour a day at the very least with this problem. I want to hear them say sorry to me, because so far, I feel they don't care. I would like compensation for the time I've had issues. Why should I pay for their mistakes? I would like a full investigation to this issue, and I want the service I am paying for.

Business

Response:

August 1, 2013

Review: I cancelled my satelite internet service with this company nearly 10 months ago. Called them and they proceeded to suspend my account. then out of the blue 2 eo 3 months they placed a charge on my credit card of 135 dollars. I tried to call them but their customer service people speak poor english and when they tried to transfer me they hung up on my call. this happened more than once to me when I tried to call them back. so then they start to bill me for internet service again , with another charge on my credit card account of 95.00. I called again and got no satisfaction and was hung up again during the tranfer process. last week I received a box asking for me to return the leased equipment, which I have done and have a receipt for it. Today I received a letter from a collection agancy saying they represent Hughes net and that now I owe 551.00. I am going to call them again but anticipate another call that will get me nowhere. can you help me?Desired Settlement: I will pay for charged that are actual charges for the leased equipment etc. But now that I have returned their equipment what do I owe them? the 95 for a service that was cancelled I refuse to pay. also the extras that they have given the collection agancy I refuse to pay as well. I just want them to go away and end my service like I asked months ago. also they seem to think they can add charges to my bill for what I have no idea as to what these additional false charges are??

Business

Response:

January 9, 2014

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 July 17, 2008, to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our executive customer care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Please be advised that any applicable equipment fees that exist on an account will continue during the suspension period. At the end of a suspension period, the customer’s account will automatically activate and the billing cycle will be restarted. Failure to make the required payment will result into the account entering into collections and possibly subjected to early termination fees.

Hughes has honored **. [redacted]’s request. Our usage report revealed no service activity for the months of September and October. Hughes has waived the monthly service fees that have bounced back to the account as a result of the disputed amounts from **. [redacted]’s financial institution. There is a remaining balance that consists of the equipment fee in the amount of $10.50 that needs to be paid to bring the account to a $0.00 balance. While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

**. [redacted] may contact me at the number below with any additional questions regarding his complaint.

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

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[email protected]