Hughes Network Systems

Review: I have had Hughesnet internet service since 10-12-2010 and somewhat satisfied with the service since I cannot get other internet service where I live. I have been receiving offers in the mail and email to upgrade for faster internet speeds with their new Gen4 for FREE all I pay is the $9.99 monthly equipment charge along with my regular charges which are $59.99 a month. I signed up on 6/17/2014 believing I would pay $69.98 a month now. I was very surprised when they debited my checking account for $201.00 on 7/14/2014. I called customer service on July 15 to find out why, the representative spoke so fast it was hard to understand him but he said that I had signed up for the Power Max service. He said he would change me back to the lowest price option but could not refund the overcharge. I would like to have the over payment credited to my checking account not to have a 2 months credit with Hughesnet.Desired Settlement: I would like for Hughesnet to refund my checking account for the over charge of $132.00.

Business

Response:

August 7, 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 additional concerns regarding her service. As a result of her monthly service plan being upgraded; [redacted] bill increased in the month of July. [redacted]’s plan has been downgraded and we have issued a refund to her checking account on file in the amount of $132.00. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [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 have not received the credit to my checking account.

Regards,

Business

Response:

August 22, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some additional concerns regarding her refund. After further review, Hughes has issued the refund of $132.00 to the checking account on file dated 08/08/2014. We left [redacted] a message notifying her of our actions on 08/22/2014. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [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: Significantly low bandwidth compared to advertised. Three plus calls to try and get repaired. Never say a single tech. Asked to have billing date moved twice. Never completed. Anytime we get transferred between departments the call is dropped and when you call back you have to start all over again. Billing has been incorrect repeatedly including during the "introductory period". I have asked that my account be canceled over the phone three times in one day and got disconnected each time. Sent an email same day and got a call back within 24 hours! Was told that unfortunately even though we have not been happy with the service we will have to pay the almost $400 cancellation fee. I explained that we have not been satisfied from day one. No change. I requested that they do not cancel my account because I do not accept the cancelation fee for a service I have never bee satisfied with. I have contacted direct tv, who recommended them and was told that due to the number of complaints they are no longer recommending HughesNet.Desired Settlement: I request a cancellation of my account without fee. I am more than willing to return equipment to any address specified.

Business

Response:

October 24, 2013

Review: June 5, 2014, I placed an Order for Internet service and was told by a family member we have internet service and immediately called to cancel the service and requested a refund. I actually thought the company cancelled the order on June 5 th. But they did not. June 7, 2014 I called their toll- free number requesting a refund, each time the service rep advised me that only Sales department could help me and transferred me to sales. And each time I was transferred, my call went to a dead line. Each call was transferred three times for a total of 12 times To customer service. And was transferred a total of 3 times each to a dead line!. I cannot believe this poor customer service. I can use your assistance in getting the service disconnected and my money refunded to me. your assistance is greatly appreciated,

Toll-free number I called is ###-###-####.Desired Settlement: I would like for Hughes Net to cancel the service and refund my money.

Business

Response:

June 27, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was never commissioned and he requested to cancel his order which included an initial payment of $69.98. 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 credit card has been refunded in the amount of $68.98 as of June 17, 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: In July, 2014, I investigated several options for upgrading my internet access company. Having talked with multiple companies I decided to stay with HughesNet and upgrade my current internet with them. I had been with Hughes since 2009 and was promised no installation charges, no modem cost and no upgrade fees by "Monica" a representative case #[redacted]. I am on social security and was told that my monthly billing would remain the same at $59.99+tax.

Saturday, August 9, 2014, I discovered that HughesNet had processed a charge of $384.92 on my bank account. I had been having them deduct my monthly bill of $62.00 from my account and had no way of knowing that they would deduct the $384.92.

I have spoken with 3 different representatives and can not get a satisfactory solution. If I disconnect the service I will still owe the amount, if I continue I will still owe the amount. One finally told me he would give me $100.00 credit and after 2 months I should mail my bills to them and then they would give me another $100.00 rebate.

This is not what was discussed in my first call and the payment was not authorized.Desired Settlement: Refund/credit my bank account and remove services. I will go with another company who will not lie to get customers.

Consumer

Response:

With regard to the complaint which I filed on August 12, 2014:

Review: I have been a loyal customer of Direct TV for more than 2 years. I have direct withdrawal of my bill on my checking account and have always made sure all my payments were withdrawn appropriately. I called Direct TV on Wednesday September 25, 2013 at 6:22 in the evening to inquire about bundling my Direct TV service and internet service. I was told that Direct TV’s partnering service in my area for internet is HughesNet. The Bundle representative for Direct TV explained the different speeds of service available. I selected the least expensive service at $39.99/month for 12 months. I also requested to remove the movie channels from my Direct TV account. I was told my final monthly bill for my bundle of services from Direct TV and the bundle would be $132/month. I was told that my next bill would be due 10/24/3013. I scheduled my free instillation, as a new customer for internet, for Saturday September 28, 2013 between 1-5pm. The service representative for HughesNet came to install early. I was given an instillation agreement, only two pages out of 9. This document discussed standard instillation, equipment used, and mounting expectations. I agreed to have the equipment installed at no cost to me.

I check my bank account every few days. On September 30, 2013 noticed that HughesNet withdrew three separate amounts from my checking account that was not authorized. The amounts were: $39.00, $1.00, and $55.89. I had been told by Direct TV that the charges would be reflected on my next bill from them and I was not anticipating any direct charges from HughesNet. On September 30, 2013 at 9:10pm, I called HughesNet to inquire the unauthorized charges to my account. I was told by [redacted] that they charge separate from Direct TV and that he cannot give me the discounts that Direct TV promised me in the sale. He said that the extra fees of equipment lease and taxes would not be changed and that if I want the fee promised then I needed to contact Direct TV.

I called Direct TV on September 30, 2013 at 9:41pm. I was told that my account was NOT showing a bundled service with Direct TV and HughesNet by employee, Ali. I was transferred to the “bundling line”. I spoke with [redacted] who confirmed I had not been bundled and wouldn’t be bundled for two –three months. I was told that although I agreed to the bundle fee of $132 for Direct TV and HughesNet, that Direct TV could not guarantee the cost. I was told that HughesNet could charge me whatever they wanted and that fee could change. I explained that I only agreed to the $132/ month and understood the charge would be reflected in my Direct TV bill and not until 10/24/2013, and that I am on a limited budget and could not afford to be charged that amount. There was no attempt by Direct TV employees or HughesNet to rectify this discrepancy. Instead, both Direct TV and HughesNet, pointed fingers at each other, saying the other should fix this over charging of service.Desired Settlement: I want the bundled service and fee I agreed to for a year or a full refund from both Direct TV and HughesNet.

Business

Response:

October

15, 2013

Review: Hughes Net billing dept. has taken our checking account number from a one time online payment and placed us on an automatic billing system without our permission.

The nature of the issue: I made a one time payment of $139.00 online. Hughes Net charged us $139.00 x 2 making a total of two withdrawls for one payment.

The Hughes Net staff was not concerned with crediting our account which is overdrawn as a result. They were more interested in turning us into an automatic customer. This was a sales tactic!Desired Settlement: Hughes Net has provided a confirmation number to credit our account. Hughes Net staff has informed us that Hughes Net has up to ten days to credit our checking account. My bank account is over drawn as a result and I am unable to make payments like mortgage and utility.

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the service was activated on May 8, 2013. Regarding **. [redacted]’s concerns with the online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates.

We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved. If **. [redacted] would like to use a credit card to place on the account, we can refund him the $140.00 additional payment made on February 21, 2014. That would still leave him with the March invoice amount of $83.25 to pay.

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]

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.

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.

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.

Review: transfering service to a diferent addres

I move to a different address, I want the service install in my new address, but they never did. so I was force to hire an other company when I was calling them to I was talking to somebody in the filipinas or different country and it was hard to anderstand I return the equipment is missing one part but the tecknityon supoto pu from the old addresDesired Settlement: I want them to stop sending me bills

Business

Response:

June 11, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on September 21, 2014. On March 25, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $175.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Due to the fact that there was some delay in getting an installer to his new address, we have issued a credit of $175.00 to his account representing the early termination fee. In addition we have credited the cost of the unreturned radio transmitter in the amount of $200.00. The total amount of credit placed on **. [redacted]’s account was $401.12 leaving a previous balance for service of $142.23. We informed **. [redacted] of our decision on June 11, 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[redacted][email protected]

Review: we consistently must call for internet being'out',was not aware only allotted somuch airtime[told it was alltime,no interruption].service does not stay intact for usage.have to purchase tokens,when supposedly over allotted time,yet we pay a 82.95 monthly fee for a service not provided as advertised.many times we have to call in our payment by phone for internet that's not working,,,,,,something wrong with this,very wrong.recently we tried upgrading to advertised gen4,,,,,,,,,,,yes well its no better,than what there was.there are fees if one wants to drop a service.when one sits and realizes how much revenues hughesnet gets,given their lack of reasonable service.....though now after reading 2,000+ bad reviews/complaints,how does it get resolved?does it take classaction legalites?really all people want is what they were promised.internet without interrupptions at a fair price for the time period promised,tokens?really,we are cosumers,not schoolchildren in a lunchline.there has to be somewhere where this practice stops,,people deserve better than this.Desired Settlement: hughesnet has the ability to change this,for the public,they pay for a months service at a time..thats what they should get,without all this'token' issue or interrupptions,make sure its made public aware of All fees,clearly.back up all their bragging about their service,fix the problems.

Business

Response:

September 4, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on October 8, 2011 and upgraded to the gen 4 service on July 18, 2014. Relative to [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per month. [redacted] is currently subscribed to the Power plan which has a data allowance of 10 GB of anytime bytes and 10 GB of bonus bytes. [redacted] can contact customer service at ###-###-#### to inquire as to whether there are any promotions available to upgrade to the next service plan which would give her 5 extra GB of anytime bytes and 5 GB of bonus bytes. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Review: I was not told about data caps. Had to get even higher cost package and even when no one gets or is online data is supposedly being used. Customer service people and supervisors talk in circles. Leaving you even more frustrated and confused. I felt bait and switch carnival worker tactics being used. Not getting services or speeds promised. Every time you call to complain nothing gets truly accomplished. They also want an excessively high amount to terminate service. Which was not disclosed before getting service. The fee was not disclosed until I told them I'm thinking about canceling their service. At install was never shown or given an agreement. Was just told to sign electronic screen. Can not watch Netflix or use anything else subscribed to. Can't even use [redacted]. They've said someone else must be pirating off my router. Nearest neighbors are over a mile away. Router is password protected. Can't use internet in yard now with router. If a hummingbird flaps it's wings to hard we lose signal. They think they have you over a barrel when it comes to internet service providers. I had my last internet provider for six years , cancelled them when they stopped maintaining their main equipment. I can get DSL service for $50/month no limits, instead of $128/month and slow, restricted service.Desired Settlement: No cancellation fee and pay to set up with another provider. An apology for their deception to get a customer and apologize for being arrogant thinking they're the only option out there .

Business

Response:

August 08, 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 service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” “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.” In light of [redacted]’s difficulties with our service; we have added a credit to her account in the amount of $68.40. We have also added tokens to the account. Unfortunately we will be unable to waive the early termination fee. [redacted] may contact me below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [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: One I have not seen a credit for $68.40. Yes they gave tokens but, within 30 minutes signal was slow and never did increase. I use their data usage monitor and it shows I have not gone over their data caps or gone over. All my computers and devices are new and my settings are all done correctly. With their service I can't download important updates and patches. Only have good speeds for two days after I've paid bill. By the way My monthly plan costs me $137.04/month. DSL is $50.00/month. Hughesnet doesn't understand the fact I can't use subscriptions I'm paying for because of their connection problems. They do promise faster connection speeds and that their faster and more reliable than DSL . I'm not getting what I'm paying for, so termination fee should be waved. Also because ,of the damage done to my siding when they anchored the wiring into my siding and insulation. Nine screws total for placing the wire, which I didn't agree to. Then there's their ugly dish anchored to my house, that I did agree to. My other provider never damaged my siding, they put theirs under the siding. I do understand if the weather was bad and interferes with signal. Also dish is pointed right at our 150 foot tall pine tree. I hold firm that termination fee should be waived. I understand how satellite works and I'm tired of being treated like a mn.Regards,

Business

Response:

September 4, 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 additional concerns regarding her service. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. Hughes has not detected any issues with [redacted]’s service; however we have issued a credit for half the early termination fee of $150.00, bringing the amount due to $155.21. The equipment needs to be shipped back within (45) days of the cancellation date to avoid being charged an unreturned equipment fee. The pictures appear to be a standard install which may require technicians to attach cabling. We have also attached [redacted] signature which agrees to the terms and conditions of our service and the conditions of the install. To bring closure to [redacted]’s installation issues; she would need to submit picture to the email address below with my name in the subject field. We recommend [redacted] contact me directly for closure to her 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, 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: I have sent pictures to Ecole F[redacted] at supplied email address with him in subject. $150.00 is not a fair settlement , their representative said when I cancelled service Wednesday, I will no matter what pay $400 cancellation fee plus shipping and this months bill, per Hughes representative Elan W[redacted] . Their installation was shoddy and damaged my siding and insulation. My new provider could not believe how unprofessional Hughes cables were done. They put all cabling under my siding trim and put no holes in my home installing their equipment. It does not take 14 screws to anchor cable, especially when it could have been tucked in and put through an existing opening . Since installer cut previous suppliers cable.Have had no buffering issues with them and can download crucial [redacted] updates and security patches. I am still waiting on the boxes to send back equipment. Which by the way I was told I will have to pay the shipping fees on. And as far as my electronic signature, yes I signed ,I wasn't shown any screen but, that one. I was told it was to verify service was installed and working. Nothing about contract agreement said or shown, only about installation. Good faith to me means, give customer what they're paying for. Don't blame customer and their new computer and router for your technical problems. When they provide you pictures of shoddy damaging install make it right. I'll pay a final months bill but, I will not pay a cancellation fee because of shoddy service. I work with the public daily and go above and beyond what is required. Why ? Because at the end of the day you are remembered by how you treat people. Word of mouth can and does make or break a business or person. If I give bad service people won't tip me, if I continue to provide bad service they will avoid coming into my employers business. What I'm saying is good service, is customer retention and by word of mouth more customers. Common sense but, I will not be a repeat customer and if asked will give people my honest opinion. Which would be to stay away they lack customer skills, their service sucks, they're untrustworthy, all they want is your money. I had my previous internet supplier for seven years, cancelled when they didn't fix their equipment problems that were ongoing for six months. I made my first complaint two days after installing Hughes and several after. I'm done with you're company and it's horrible service that's why I've canceled.

Regards,

Review: I went online to pay my internet bill and their system automatically changed my billing info to credit card billing vs paper statements that I had been using. This is the third time this has happen in the past 3 yeas. At the same time they take out double payments and bounce my checking account.On 7/21/2014 I paid 56.28 leaving me a balance of 56.28 due on Aug 16/2014, not right now. I don't work in the summer because I work for a school system so when a charge I don't approve of happens I am very upset I am on limited money until I return to work. In March 2014 I had a credit added to my account of 76.28 for Aprils bill,mays bill which was taken out of the credit,mays bill was also taken out of the credit so that made my balance for jun 36.28 which I did pay in full on June 19,2014. So my payment in July of 56.28 was for July. I had two people at hughes net argue with me on this stating they do not bill a month ahead which indeed they do. The first person I spoke with was Jodi S[redacted] I asked her to speak with a manger regarding my account and she said I need to put you on hold so she did for 20 minutes then she comes back to say she spoke with the manager. This is not what I asked for. She said they would credit my account and I told her that they needed to pay for bouncing my checking account. She was rude and hung up on me. so I then called back and spoke with Mark S[redacted] he pretty much said the same thing as the first person. I am getting no where on this issue and like I said this isn't the first time this company has taken money out of my account before its due or when not authorized by me. So Marc did give me the credit of 56.28 so he then tells me I don't have to pay a bill unitl august2014 which is paid for already. So I asked him I don't have a balance due for a bill until oct2014 correct he says no in august. I then tell him I find this funny considering I have already paid august. He then replys oh I guess your right. Nothing due until October.

Product_Or_Service: internet provider

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am requesting that they stop pulling funds out of my checking account when I do not authorize this. Also their online payment system needs to be fixed. You go on to make a one time payment and they double take and change your account from invoice billing to credit card billing. I did not change my account info or save my info from my debit card but they did. I want to be reimbursed my 56.28 that they took without me knowing and 30.00 for bouncing my account.Just wa

Business

Response:

August 15, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service and being charged the full amount due. After further review, we have issued a credit to the account of $112.56. This credit reflects both payments made in July 2014. Multiple payments were made as a result of the account having a balance that forward to the following month. When paying on line there is a button at the bottom of the page that needs to be unchecked if customers wish to only make a partial payment instead of the amount due. [redacted]’s account is currently on invoice billing. [redacted]y has any additional questions she may contact me at the number below. We sincerely regret any inconvenience that [redacted]y 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]

Review: The renter of the townhouse next to me had HugesNet internet service installed and the dish was installed on my roof without my permission while I was not home. I own my townhouse and I am responsible for my roof. HugesNet has refused to correct the situation and just advised me to have the renter contact them to remove the dish and repair my roof properly. The renter will not call and has moved out. I have called HughesNet many times with no success.Desired Settlement: I want a reputable roofer to remove the dish from my roof and repairs made to my roof, to the condition it was before the unauthorized installation of the HughesNet dish. I wish to be present for the removal and to approve of the licensed roofer that is to be used. Just removing the dish and plugging the six hole that go into my attic, with caulk or tar with not be acceptable. I would also like to see HugesNet held accountable for not getting proper proof of ownership of the roof to which they drilled holes in and installed their equipment. In fact HugesNet had NO permission from any owner of the townhouses, nor was approval given from the homeowners association.

Business

Response:

September 10, 2013

Review: Switched to hughes net due to commercial stating fast internet service. Downloads really fast. At first service was great as time has passed service has slowed when I call them they tell me it due to excessive downloads but if I buy more time it will speed up. On a different call they said it was my router. I bought a new router service is still slow on commercial does not say anything about having to pay for installation. I paid 200.00 plus for installation . I let that go because I was going to have this fast service. The whole thing is a scam to get more and more money out of the sucker customers now I am stuck in a 2 year agreement with slow service and wasted money in routers . I have spoke with other people about this company. Some people in the country feel they have to take it because it is their only way to have internet. I have choices and I will get rid of this company as soon as I am out of my contract. When I do call they have me plug into there equipment and for that time it is faster .When I plug into it after the call it slows back down. Please !Please! stop them from taking advantage of people its not fair they are able to do this to people who work hard for there money ! In the commercial they do not say you have to buy your own router they show a family having multiple devices using hughes net.Desired Settlement: Fast service like I was told. Downloads that are fast like the commercial. In commercial tell people router not included installation charges. No need to purchase more downloads make it like every other internet service would be nice esp. since there is a very expensive installation charge.

Business

Response:

September 10, 2013

Review: On 8/22/13 we started internet service with HughesNet because they were advertising a new satellite system that was to be faster than the WildBlue service we were currently using. We noted within the first week that it seemed the service was slower than should have been. We began to try to figure out how to contact someone as we were not given an email account or customer service number when the install person was out. In fact, I think it odd that they are the ones that put in an “electronic signature” to a contract you never see and then have no other info about the company because they’re “just the installer and an independent contractor.” The first case number we have is probably from an early September attempt to first reach someone and notes begin on 9/23/13 with a speed test on an independent site showing 4.98 mbps down; 0.38 up. We also noted that we could not log onto my.hughesnet.com from either pc in the home. This began multiple sessions with up to 3 “tiers” of their internal advanced tech support and one session with an outside contracted tech group to see if they could help. We also had our own Dell computer tech support run full checks and optimizations on both pc’s to ensure no issues with our hardware/software were at fault. We both spent hours on multiple occasions with these tech persons but they all did the same thing: try multiple web addresses to log onto the portal to get to our account, unplug the router, plug the modem directly into the pc, reboot, and that was it. No one had any explanation for why we couldn’t log onto their site, get access to our account to monitor usage or do a speed test which they said would only be accurate if done from their site (though the speed tests we did through other sites showed it to definitely be slower than we were told would be—told should see speeds up to 14kbps down). We also then were told, when things got really slow, we had burnt through 20G that month, which we could not believe, knowing our usage history, but again, we couldn’t get access to the site that would show us what data was being used when. We did disconnect the TV from internet right away, as a technician from Direct TV had been out for another unrelated call and set our TV to have access. Still, even after that was done, the data usage didn’t match what we were/or rather weren’t using. To the point: during one time with a HughesNet tech support person on the phone for over an hour, with the router off and only the pc we were using to try to log onto HughesNet being online, the techsupport noted on his end the data usage for the time we were working on this was way too high to just be us trying to log onto their site. He had no explanation as to what was happening. Could only send us to another “advanced tech support” call back. When on with the “outside agency” that was trying to help, they commented to Steve that they had no solutions either, but had seen the same complaints with other customers not being able to get on and having data usage that exceeded their norms charged to them. Also, every time another level of tech support was advised, they would tell us they would have to return a call to us in anywhere from 3-7 business days out. Then we’d of course get the message they called days later and have to call them back as soon as we could. Once, when on with a tech agent that tried to state we weren’t following up and hadn’t had repeat sessions with them, Sonja was able to give them one of the case numbers from a time she was on with them, and that tech agent didn’t have that number showing as part of our complaint case. When the agent pulled that case number up, she saw in fact there were multiple case numbers involved, and so anyone person looking at the case wasn’t getting the full info on when we were calling back in, etc. Unfortunately, we didn’t document every case number, only a couple that we were given on different occasions. During a last effort to show we were trying to be compliant, we had another tech person we called back from a message left late in October go through what they wanted to do to “address the issue” but all they did were the same old things again as their attempt to help the situation to no avail. And then gave us the same story that they wanted to send us again to another “advanced” tier which would again be days for them to call us back for that “service.” We finally decided that week to just call and cancel.

Sonja called to cancel on October 24th. That call in itself was ridiculous! She called an 866 number to get to customer service, was transferred to billing who said they’d have to transfer to another dep’t but the call got dropped and she got the message “call unable to be completed.” Sonja called in again, got to tech support, who said she needed the account management team. Sonja asked for a direct number in case the call got dumped again, but they said there was no direct number. They went to transfer the call and it was disconnected again! She called back in for the third time, calling this time the advanced tech support number which gave a recording it would be a 15min wait, so hung up and called the first number back, and was finally transferred to account management (Toni – female) who did give Sonja a direct number they said she could use if they were disconnected during the conversation! But as Sonja called, not Steve (who the account’s name was in) they couldn’t cancel on her request, but if Steve called to authorize, said they could cancel and prorate the last month’s fees (as 10/22 started the billing cycle to 11/22 as reflected on credit card statement posting 10/23 for $116.82) but could do nothing about the $400 early-termination fee. Steve then called in and cancelled the account, tried to ask for someone higher up in customer service to discuss the fees with, as we felt we were not given the service promised from the beginning, to no avail.

On October 24th, after WildBlue got us back on line with their internet service, we could actually access our HughesNet account and see the bills, the account page, etc. We printed some documentation of those from that site finally, but nothing there yet was showing on how they were going to handle the last month’s bills. After a few more days we tried to log on again when we had received an email about the account closing, which had a link for us to review our account, but now you couldn’t get anywhere because it was “closed.” Odd they’d give you this link when they know you’d closed the account to see your “final account info”, and then have a site which wouldn’t let you on because the account is closed!! If it weren’t so frustrating it would be hilarious!!

When the final bill for $385 posted on 11/25, Sonja called to find out what was prorated back. Nothing was prorated back for the final month’s billing cycle as “the standard cancellation policy” is to bill for a full month’s usage no matter when the client calls to cancel. This agent, Tanya, agreed we had been lied to for being told we’d get any of the last month’s billing cycle back. So she said she’d “look into it.” Sonja asked if we could speak to someone else, a manager or supervisor in customer service to discuss this issue. Tanya said that was not possible, but she would file this final case number as a complaint “with corporate.” When asked if that would trigger a reply, all she could say was “maybe an email” but it was unlikely to be a personal follow-up. What we got in the email was a survey request!Desired Settlement: Refund the prorated amount of Oct 23 billing for $116.82 for billing cycle 10/22-11/22 wherein we cancelled services on 10/24 (approx 93% of the 116.82 or $108.64 if 28 of 30 days is calculated)--Especially since the agent on Oct 24th told us that amount would be gettijng prorated back to us, and the agent on Nov 25 confirmed we were lied to. She had access to our prior calls, said that very thing to me confirming we were on a recorded line, agreed that was what had occurred.

Agree to further pursue the charges we've denied for $385 billed 11/25 to our credit card for early termination--reason being that we never received properly functioning internet service and should therefore not be bound to pay for terminating a service that was never functional and the provider was unable to resolve issues after given multiple opportunities through tech services to resolve.

We also would like to at least hear from someone with authority in this company to address the deplorable customer service issues and lack of access to anyone who has the authority to address these billing issues. Every time we've asked to speak to someone in charge of account management or customer service, we have been given a "deaf ear" and basically told there is no where or no one for them to further refer our concerns on to or who will speak to them. The first person you get on the phone in any given dept is the only person who will speak with you--as though they are the final authority in all issues related to their department.

Business

Response:

December 6, 2013

Dear **. [redacted]:

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

At the time **. [redacted]’s ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Our subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.”

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess

these fees. However, in recognition of **. [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] encountered with our service, we have issued a refund of the early termination fee of $385.00 to the credit card on file. **. [redacted] must return the equipment within 45 days of the cancellation date to avoid an unreturned equipment fee.

If **. [redacted] has any additional questions about this resolution 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. Thank you very much for your consideration.

Very truly yours,

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: On October 2013, I chose to have Hughes Net provide me with Internet Service. The Tech installed, however the service was never hooked up! So, when my family was together, recently on June 14th we attempted to watch a movie and this is when I was on the phone with Tech Support (Hughes Net) for hours. I also called Tech Support with [redacted] and they told be there wasnt a connection! [redacted] and Hughes Net advertise "Bundling," therefore, personally, I wanted to have the internet service for my TV not my computer. It was then that I realized that I had zero connection since October 2013! I had been paying for Hughes Net service since October 2013! After, serveral phone calls to Hughes Net, examples: 1) Friday July 11th 2014 with Curtis, Curtis tells me that he does not see any airway activity ever, and claimed that a supervisor would call me by 530pm, no phone call back. 2) Saturday July 12th 2014 with Krista, she gave me a case number and claimed she would have a supervisor call me, nothing. 3) Tuesday July 15th 2014, Mayra then Daniel then Steve. The offer: They would waive the current fee and have a Tech come out and hook up service or if I wanted to dicsonnect they would waive the current fee but charge me a 299.00 disconection fee.Desired Settlement: I want my money back from October 2013 thru June 2014! Payments were automatically withdrawn from my checking account. Furthermore, I no longer want Hughes Net service and would like all fees (current billing and disconnection fee and any late or other fees) waived including the removal of the giant sattelite from my home.

Business

Response:

August 06, 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, it is our understanding that [redacted] has some concerns regarding her HughesNet service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” 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, Hughes will waive the early termination fee leaving the balance due to $0.00. [redacted] should also receive a box and pre-paid label to return her equipment successfully. In addition, we have created a complimentary dispatch for a technician to arrive on site to successfully de-install [redacted]’s equipment. A technician will contact [redacted] directly to schedule a convenient time to come to her site. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equi0pment fee. Unfortunately, we will be unable to issue any additional refunds. 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]

Review: On August 12, 2012, I had an upgrade to my satellite TV dish. The new dish apparently blocked my HughesNet internet signal, I had no service from that time on. I contacted HughesNet to have the internet dish redirected and was told it would cost over $100 for a service call to resolve the problem. I then contacted a different satellite internet provider. A few weeks later I had the new internet service installer remove the HughesNet dish and replace it with the new provider’s dish. I own the HughesNet equipment and my contract ended several years ago. I called HughesNet to cancel my service. The customer service representative suggested a “favor” by suspending my account for three months; at which time I could call back to schedule a service person to reinstall the HughesNet dish if I was not happy with the new provider. I unwittingly agreed. In retrospect I regret accepting this “favor.”

Although HughesNet was aware I had no dish to pick up a signal, they reinstated my account at the end of three months. I called a few days after my account was “reactivated” and cancelled my account. The following month, HughesNet charged my debit card, which also triggered an overdraft charge. I called again to remind them my account was cancelled and demanded a refund. After much arguing, I was promised a refund less $10. The refund never happened. I got a cancellation notice by e-mail and a survey. I responded to the e-mail asking for my refund and answered the survey in which I asked for my refund once again.

After not getting my money back, I filed a dispute with my bank, [redacted]. The bank credited my money pending an investigation. My claim was found to be valid. The next month HughesNet charged my debt card again triggering another overdraft fee. I called HughesNet again and explained the situation. I was told my account was indeed cancelled and was directed to the billing department. When I spoke to the billing representative, I was immediately redirected to the billing manager. I was told the charge was in error and my account would be refunded, yet again it was not. I made numerous calls and wrote numerous e-mails and completed surveys. I was not refunded. I then filed another dispute with my bank and cancelled my debit card in an effort to stop the charges. Again my dispute was found to be valid. I have letters from [redacted] to this effect.

Since HughesNet could no longer charge my debit card they sent me a letter that my account would be suspended then turned a bill over to a collection agency.

After many attempts to stop being charged for a service that I could not receive without equipment, I need your help to stop this. I will not pay for a service I could not receive, did not receive and will not ever receive! Please help!Desired Settlement: Stop debt collection on a bill I do not owe.

Business

Response:

May 30, 2013

Review: I received HughesNet services in October 2013. I was given this company through [redacted] as a "bundle" package. I was aware I was signing a 2 year contract with [redacted], but that was not made clear with Hughesnet. I live in the city of [redacted], KY. To my understanding Hughesnet and they the way they represent themselves it is an internet provider for rural areas. There are several internet providers I can choose from in [redacted] providing faster, more acurate, and no contract services. Since I signed with Hughesnet the service and speed it very poor, I would give the speed a rating of 2 out of 10. I called a few months ago to tal about this issue and a gentleman said he lowered my bill and boosted the speed, I have yet to see eiter.Desired Settlement: My desired outcome is to be taken out of the 2 year contract. I refuse to pay for a service that doesn't meet up to my expectation of what the company stands by.

Business

Response:

July 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on October 6, 2013. If [redacted] cancels her service now the account will incur an early termination fee in the amount of $280.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we will waive half of the early termination fee when she decides to cancel her service. We informed [redacted] of our decision on July 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. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support[redacted][email protected]

Review: On or about 01/31/13 my wife [redacted] mailed a payment check, #[redacted] in the amount of $66.06 to Hughes Net in [redacted] Illinois. They claimed that this payment was never received, however shortly after an unknown person went on a shopping spree totaling approximately $2,000.00, beginning at a store within 2-5 miles of Hughes Net's payment office. We only do business with one company in [redacted] and that is Hughes Net, we nor any family members including ourselves, were in [redacted] or ever have been (I was there once at age 13). My point is that my payment check was taken from an employee within the billing department at Hughes Net, photo-shopped (altered) and reproduced and used to for the above mentioned shopping spree. I wrote a return receipt letter informing Hughes Net of my concerns and asking them to investigate the billing department, in this letter I included a copy of the [redacted] Police Report (Case Number #[redacted], [redacted], [redacted]). They have not responded to my request other than to have a collection agency attempt to have me pay them $426.06, I find this very irritating since one of their employees stole from me. My account number with Hughes Net is #[redacted].Desired Settlement: I would like the employee responsible for the Identity theft CRS [redacted], which is a Felony 4 in the state of [redacted], and CRS [redacted], which is also a Felony 4 in the state of Colorado, be investigated (Hughes Net's billing department) and turned in to local law enforcement in [redacted]. I would like a waiver of the $426.06 bill Hughes Net Claims we owe for termination of service, I would also like an apology letter for damaging my credit and putting my family through this hardship. If they would have taken appropriate steps on their end to preclude this from ever happening, I would still be a loyal customer at this date and time.

Business

Response:

May 31, 2013