Hughes Network Systems

Ordered service because they offered in a sense unlimited usage as long as I was on WiFi witch was sorda true never went over on usege but I could really, because the 12 mbs speeds they promised were actually .5 to 1 mbs. When I called for them to fix it they called me a liar and said everything was working fine. So I asked for them to send a tech they refused to send one. Then when I called to cancel the service they gave me the run around saying the something was wrong with the server and it would be fine the next day the next day still not working properly caled them back and cancelled the account or so I was told til the net month I get a bill call them back turns out they never actually cancelled the account. They told me the bill would be refunded, but we'll see if they actually do that

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: 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 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: 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: 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

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: 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: 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: 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: 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: 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: 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

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

[email protected]

Review: I HAD ORDERED INTERNET SERVICE THROUGH [redacted] WHICH WAS CONSIDERED A BUNDLE MY CONFIRMATION NUMBER [redacted] AND THE INSULATION DATE WAS AUGUST 7 BETWEEN 1 AND 5 PHONE ###-###-#### I WAS TOLD THAT WITH MY TV AND INTERNET FOR THE FIRST 3 MONTHS I WOULD PAY 86.97 THEN 96.97 WITH BOTH FOR 3 MONTHS THEN IT WOULD BE 106.97 AND STAY THAT WAY GETTING A 10 DOLLAR CREDIT FOR EACH [redacted] AND HUGHES NET REFERREL FOR MY DAUGHTER [redacted] AND NEITHER HER NOR MYSELF HAVE RECIEVED THAT AS OF YET. MY INTERNET BILL RIGHT NOW JUST WENT UP AGAIN TO 60.58 WHICH I WAS NOT TOLD THAT AND NO 10 DOLLAR CREDIT IT SHOULD OF BEEN 29.99 WITH THE 10 CREDIT AND CONTINUE TO STAY THAT WAY EACH AND EVERY MONTH AND THE SAME FOR MY DAUGHTER WE KEEP GETTING A BILL HIGHER AND HIGHER EVERY TIME, THIS IS CRAZY. THAT IS 30 MORE RIGHT NOW THEN WE WERE QUOTED AND TOLD IT WOULD BE. I CALLED OVER AND OVER AGAIN AND COULD NOT GET ANY WHERE WITH ANY ONE. I THINK THAT THEY SHOULD MAKE THIS RIGHT.ALSO THE SYSTEM IS SO SLOW I WAS NOT TOLD THAT AFTER YOU USE SO MUCH THEY SLOW YOU DOWN UNTI THE BILLING CYCLE STARTS AGAIN NOTHING WAS EXPLAINED TO ME WHEN I PURCHASED THIS INTERNET, VERY BAD SERVICE.Desired Settlement: WHAT I WOULD LIKE IS TO HAVE THE PAYMENT 29.99 A MONTH STARTING NOW AND CONTINUE TO STAY THAT WAY WITH THE 10 DOLLAR CREDIT INCLUDED FOR REFERAL AND NOT KEEP CHANGING MY MONTHLY PAYMENTS THAT I WAS NOT TOLD ABOUT AND QUOTED.

Business

Response:

January 07, 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 and is seeking a discount towards her monthly service fee.

After further review, based on the sales source she subscribed under the discount should show on her [redacted] bill. If **. [redacted] needs any additional clarification regarding her discounts she would need to contact [redacted] directly.

If she has any additional questions regarding her complaint she may contact me below. We attempted to leave a voicemail for **. [redacted] on 01/07/2014 but the recording was full.

We sincerely regret any inconvenience that **. [redacted] may have experienced with our customer support team and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted] first of all there saying they tried to leave a message well I never keep my voice mail full it is always clear, so that is a lie and second wouldn't you think they would try a second time to reach me if they really wanted to get me, now as for contacting [redacted] I did that over and over again I have went back and forth with them and hughes net and got no where [redacted] said that hughes net has to take care of the problem themselves and give the lower price quoted to me even though it was through [redacted] this is totally bull crap getting the run around, if I don't get some satisfaction I am going to the attorney general, and then if needed after that I will go where ever else I was promised one price and am not getting it. the price just keeps going up.

Business

Response:

January 23, 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 HughesNet service and is seeking a discount towards her monthly service fee.

As previously state, if **. [redacted] needs any additional clarification regarding her discounts she would need to contact [redacted] directly.

In light of her issues, Hughes added a credit for $10.00 of for (12) months to her account.

If she has any additional questions regarding her complaint **. [redacted] needs to contact me directly at the number below.

We sincerely regret any inconvenience that **. [redacted] may have experienced with our customer support team 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: 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]

Review: My email of 3/4/14 terminating my hughes net service was declined. Hughes net now says my contract would have to have been canceled by 3/7/14 .

Hughes Net declined my email of 3/4/14 terminating my internet service. I tried to terminate the service by phone prior to the email but never got past their recorded messages which ended by advising me to dial the number I had called to begin with. I was only able to contact HN today by going through my CC co which HN bills. Today HN advise that I will be charged because I did not terminate prior to 4/7/14. I did try to many times. HN did not advise me their service had limited use, I know [redacted] did this 20 or more years ago, but didn't know it was still in practice . I fall asleep w/ it.on & mo's used up.Desired Settlement: Terminate service as requested on 3/4/14 and previously by phone with no charge for the cancelation. I have already paid HN over $400.00 for their dish which will go to the dump. I hope my roof doesn't because of the dish.

Business

Response:

April 12, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Case # [redacted] Dear [redacted]: In response to your letter, to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns her HughesNet service. At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement in order to begin 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 request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes has waived half of the early termination fee and issued a refund of $202.99 to the credit card on file. **. [redacted] would need to contact me directly with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: 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: 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: 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 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]