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: 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: 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: Hello I am writing this complaint against the HughesNet Internet Service. My boyfriend ([redacted]) and I joined HughesNet in June of 2013. HughesNet Promised Highspeed internet and Additional Services to us with joining. We joined hughesnet paid any fee they had for installation, equipment ect. The service was okay at first we had decent speed and service. Soon we noticed that there was a short in the router box that they had provided us. We called to let them know that we are having connection issues and that the box shoots sparks out of the back of it. They insisted that we were wrong and that the box is fine (without even coming to look at it) They said that it wasn't working because we had an outstanding balance of $34.51 which we paid June 18th. They stated that once we paid this our service would be fine and work better. Our service was not better what so ever and we still had very little connection. we called July 23rd and stated that we wanted to end our service with them due to terrible service and terrible customer service. We were transferred several times with the call dropped FIVE times. we finally received contact with someone that talked with us about ending our subscription. They refused to cancel with us and then told us that we would have to pay them $71.83 to continue our service, and that they would be sending someone out to check the equipment. After that they would refund our first months service that was not used due to not having any internet connection. They never sent anyone to check the equipment. I had a call this morning from a collection agency stating that Hughesnet is billing us $786. I REFUSE to allow this to happen! I again called Hughesnet and once more they were unclear about the issue. I told them that someone NEEDS to come pick up the equipment that they have at my house. I recently moved to a new location and some of my things are in the old house along with the equipment they provided. The lady I spoke with said they would send a box for us to take down the equipment ourselves but it would be at our cost for shipping due to them sending a box already which we NEVER received from them. I told the lady we never received a box and that I would not pay them to send the equipment back to them! I became so upset at this point that I let them know that if this issue is not taken care of I will be reporting them to the Revdex.com and taking legal action against them. This is the first complaint I have ever filed due to me not enjoying confrontation, but I feel as though I am being ripped off and lied to. I have searched the internet for solutions and all I found were HUNDREDS of complaints against this company. I have spent several hours on the phone with this company trying to cooperate and get the issue fixed and it has yet to be resolved.

Here I will post a few URLS to the websites I am referring too. I am not the only person unhappy with this business and I hope that America and the Revdex.com will do its job to help the people of this country and not allow this to happen and further!

[redacted] <<< This particular URL contains 744 Complaints!

[redacted]Desired Settlement: I want the Hughesnet Service to Refund the money that I have paid them

$34.51- first payment

$71.83-second payment

$106.34-Total

and to drop any and all charges against myself [redacted] A VanMeter and, [redacted] E [redacted], that have been turned into collections. Including! Cancelation Fee Equipment Fee Ect.

I will be sending back the equipment.. which should be FREE OF CHARGE TO ME LIKE THEY SAID.

If this is not agreed to by the Hughesnet Company then I will be taking further legal action and I will then sue for any court costs, and emotional distress . I have been diagnosed with Depression, Anxiety ect. As well as my family members.

I hope that the Revdex.com and have this issue taken care of immediately.

Thank You

Business

Response:

November 8, 2013

Review: I had hughesnet. they blatantly lied about service. cancelled service. about week later they contacted me with offer to reinstate service. upgraded package at same price as I was paying plus $10.00 off bill a month. later discovered they tried to charge for upgrade. called to correct it. fine they fixed it. get next bill and they charge me full upgrade plan price for previous month. informed then that discount doesn't take effect until following month. wasnt informed of this. lied to againDesired Settlement: I want what was told . I have a couple of case #"s. this is an ongoing problem with them. told one thing receive something else. different answer every time we call

Business

Response:

November 5, 2013

I have been with HughesNet since, 02/07/2012 and I had no issues with their old internet at first. When our contract was over with HughesNet they would call at all hours of the night wanting to renew our contract and we stated at the time we were not interested in renewing the contract, since we had no issues with the service and then boom, no internet for 12 hours a day, would run out. Never ran out before and was doing the exact same thing everyday. But at least at midnight it would reset itself to full speed!
Fast forward to June 2015. I would have no internet after going online within 2 hours after 7 am. So forced to upgrade the service and renew contract!! Yes, forced into it! After getting the new service hooked-up, no more problems of running out of internet at all! Then HughesNet calls in July and checks and see if the internet is working better now. Well, my husband stated "YES" and the next week out internet time starting going down, conveniently after HughesNet calls. Now it is August 16 and NO INTERNET! Keep in mind, my bill get automatically taken out of my account on the 7th of every month!! I have been out of Internet for going on 3 weeks and it is the 16th. and the bill is paid on the 7th and still no internet. I was informed that the internet will reset itself at midnight on the 17th. 10 days after paying internet, and still no internet! I have had 18 tokens that was saved since I have never needed to use tokens until 3 weeks ago! And went through all 18 of them. Now, it cost $5 a token, if I want to keep using the internet before midnight! HughesNet Customer Service is I find to be the worst experience ever!! They don't listen they try to talk over you, while you are trying to discuss the issue.

Review: I have contacted hughesnet since Feb. 2013 about my debit card not being billed on automatic bill pay, I have had to call them every month since on or the next day the bill was due. The problem is the expiration date they have is incorrect, Every time I call in I have gave them the correct one and they have promised and guaranteed me the problem was fixed. I spoke to someone in Aug. 2013 that told me If they are unable to bill my account that I could close the account. I just spoke with the supervisor of the company, he told me that it was my fault because of insufficient funds.. The money is available right now, I can show proof if needed that's not the issue. He told me that I could close the account but pay a early termination fee. He told me that he would fix the problem but that's all I keep hearing from the them. When I called in July and gave them the correct expiration the lady promised it was change, she told me she would watch the account for the next 30 days and when it changed she would call me to fix it. She did not contact me and my checking account was not billed I had to call in Aug. I have lost all patience with this company.. He was also giving me warnings on the phone for raising my voice at him, I was up to my second warning when I disconnected the call. My contract is done Feb 2014Desired Settlement: To get out of contract and have no fee's.

Business

Response:

October 17, 2013

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 credit card on file.

After further review, Hughes has switched **. [redacted]' payment type to invoice billing. We also issued credits to her account in the amount of $171.80.

Unfortunately, we will be unable to waive the early termination fee if **. [redacted] chooses to cancel within her contractual agreement.

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,

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: All hughesnet did was update my card number.. That's the same thing they do every month. Then put me on paper invoice which is $5.00 a month without my request.. yes they credited my account but at the same time they lied and tried to Humiliate me for thing that were not true. Saying the account was insufficient funds.. I can show different. I asked her what if it does not go through November 2, 2013? She was just going to be optimistic.

Regards,

Business

Response:

October 28, 2013

This review is going to be terrible. This company should shut down and will pass on how bad they are.. very very frustrating and they keep you that way .. Thank god today new leaf turned going yo different business yaaay

Have called over and over that the service they are providing sucks, they keep blaming my equipment but when service resets service is so-so, I tried canceling my service and they said I could not because they are providing what they said they would, I'm telling everybody I can to don't use their service.

Review: I never had hughes net working in my house. the company left wires hanging down from my ceiling and told me they would not charge me after I sent the pictures in now they have turned a bull into collectionsDesired Settlement: I HAVE NEVER HAD ANYTHING TO DO WITH HUGHES NET BUT A MESSED UP HOUSE!!!!

Business

Response:

December 6, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns about her account and is seeking a refund.

After further review, we have issued a refund to the account in the amount of $100.48 on 4/26/2013 representing the service fee.

The remaining balance is for the unreturned equipment fee of $321.00. There was a disputed amount of $107.00. It appears the disputed amount of $107.00 was awarded as a refund to the [redacted]’s. The remaining amount of $214.00 will be refunded once we receive the equipment.

While the account went to our collections department; we don’t report to any credit bureaus and the [redacted]’s credit will not be tarnished.

A box was shipped to the [redacted]’s on 3/25/2013. If the [redacted]s need additional shipping material they may contact me at the number below for any additional questions.

In addition, **. [redacted] stated that her complaint is not for seeking damages to her site.

We attempted to notify **. [redacted] of our actions on 12/06/20013.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I explained to them that they never left any equipment that I have pictures of the half finished job with the wires hanging down. I contacted Hughes Net again and they said they saw that service was never established. If hughes net would like to proceed I can ask for the damaged to my house since all of that is noted adn photographed and already repaired as I have the repair bill. I never recieved the equipment, hughes net has told me that they know the service was never established and I EXPECT this resolved and taken off of credit!

Regards,

Business

Response:

December 18, 2013

**. [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 about her account and is seeking a refund.

While the account went to our collections department; we don’t report to any credit bureaus and the [redacted]’s credit will not be tarnished.

We have confirmation pictures that the equipment was install at the [redacted]’s site and the installation sheet was signed agreeing that the install was performed successfully.

If **. [redacted] would like to send us pictures of her reported damages; she may email them to the email address below putting my name in the subject field.

A box was shipped to the [redacted]’s on 3/25/2013. If the [redacted]s need additional shipping material they may contact me at the number below for any additional questions.

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

Very truly yours,

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:This company has lied and Monday I will send a scanned copy of his credit report where Hughes net has turned this over to a collection company. I have pictures but none of that is their business. I will keep those pictures private in case I have to hire an attorney against Hughes Net and then sue them for the whole amount. I want Hughes Net to not lie -I have the credit report. I want their charges removed before I have to proceed!!!!

Regards,

Review: We are paying for internet service in which we have not had any service for over 6 weeks. We pay a monthly maintenance fee for Hughes Net to take care of their equipment, Hughes net dish is out of allignment and there is a wire hanging down off of the dish. We have called numerous times, went thur all the steps to see if the problem is on our end and it is not. We did get thur and a technian is suppose to call us in 3 to 5 business days. By the time they get out to our house we will have went without service for two months and paid for the two months of service for nothing. I want Hughes Net to pay for the two months and pay all the repairs as per the agreement and the maintenance service agreement.Desired Settlement: I want at least two to three months of service credit, and all the maintenance done .

Business

Response:

July 30, 2013

Review: I have been a customer of HughesNet since 02 July 2011. In January of 2013, I saw an ad on TV from HughesNet to upgrade to new Gen4 for better service. I called for information and learned that the new Gen4 was the same price that I was currently paying for my service; I would also get a $20 reduced rate for the first three months and one month free express repair. I had to take the express repair for one month and I would have to call to cancel after one month if I did not want the service ( I did call HughesNet after one month and request to cancel the express repair. I also had to pay a $40 installation cost with a credit card.

HughesNet sent their technician to my home to install the new box and make small changes to the dish outside. He was at my home for a short time. He brought the new equipment and took the old equipment with him.

All was okay until my wife discovered that HughesNet was taking monthly payments from our credit card and she was also paying the bill that was coming through the mail. I called HughesNet and learned that I had two accounts. The account numbers are [redacted] and [redacted] but only one service. I was told that they would cancel [redacted] and refund our payment . This was about the 1st of April.

About this same time, I received an empty cardboard box from HughesNet tp return the old equipment. I quickly called HughesNet and explained that the technician had taken the old equipment with him. The woman on the phone ([redacted]) told me that the box had been sent in error and that I should just throw the box away (confirmation # [redacted]). I was also charged an early cancelation fee of $130 for the first account.

Now after six months HughesNet has billed me $330 for unreturned equipment . When I called to explain, they tell me the only way that they will remove this from my account is for me to find the technician and have him return the equipment. This is a HughesNet employee! I did not hire him or pay him. I do not know the technician or where he is from.

I have spent many hours with representatives from HughesNet trying to correct this problem. Often times, after a period of time on the phone the would say they were transferring me to another department for help and simply hang up. These are some of the case numbers and conformation numbers I have received from HughesNet: [redacted]

[redacted]Desired Settlement: Remove from my account any charges for unreturned equipment ($330). Return to me over payments and adjustment as per HughesNet statement [redacted] dated 02 April 2013 total payments and adjustments total $-397.40. Return to me $397.40. I would also like for my credit card to not be charged anymore.

Business

Response:

June 18, 2013

Review: HughesNet Hourly Data Useage - While All Equipment Is Turned Off. Slow - Sluggish Internet Service. Poor Customer Service Response Time Internet

In January I was told I needed to upgrade to the new Gen4 internet in order to get the better internet connection and faster speeds I had been promised the 2 previous years. I was swinndled by the installer, who insisted he take the equipment I had previously purchased from HughesNet. Not only had the service not improve I notice right away I was going through an extreme amount of data useage.

I began watching the useage meter/charts and found that even when my computers where completely shutdown there was still hourly useage being consumed at atleast a rate of 2-5 kb per hour. I contacted hughesnet tech support, test were run, system was reset, then more promises where made yet the problem was not corrected.

I was able to aquire a corporate number where I began communicating with them. Where he agreed to give me the credits I was duehelp solve these issues. After several calls and several months there is still poor services issues and the data is still being used when not actually in use.

I have tried for months to get this corrected and even at a corporate level no one is actively trying to correct this issue.Desired Settlement: I want the faster service and speeds as promised atleast faster than dial-up .

I want account credits to my bill

I want larger package at current rate to compensate lost data

I want someone to care what I am going through with this poor service

I want this company to be accountable for their actions/promises

Business

Response:

July 19, 2013

Review: Hughes Net took $169.00 from our checking account.They should have taken $60.00.I complained and they told me to call my bank,to have the payment reversed.My bank said they cant,since it was through our debit card.Hughes net refused to return the money to our account,said they can only credit our hughes net service.We are on a fixed income,and need the money in our account for our electric bill.We up graded to Gen4,were only advised it would be $2.00 more a month,no other hidden fees.Hughes net admitted that we were not advised anything other than $2.00 a month extra.We also have a receipt of a standard installation,with no additional charges.Desired Settlement: We need the money returned to our bank account,to pay our electric bill which will be shut off,if not paid.Thank you.

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 her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on July 5, 2012. On February 18, 2014 there was an additional charge on her account that involved an upgrade fee that she wasn’t aware of.

As a courtesy, we have credited the account in the amount of $99.00 and we have refunded that amount to the card on file.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Hughes offers a service plan, in that service plan they offer Connect Plan and Power Plan, download and upload speeds etc. My problem is that in order to get the speed that you need it is going to cost you what they call Tokens. Have paid for faster service with "Tokens" and the service did not change. It slows to a crawl in the 2nd week of the month, it starts up the begining of the month and suppose to last at least till almost the end of the month. I really don't believe my Internet service should be that short. What they are looking for is: Short the customers time on the Internet so they will have to pay for more service. I am sure they will ALWAYS have an excuse for their actions.Desired Settlement: They are giving FALSE Advertising on what you really get.

Business

Response:

July 7, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted]. [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. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’s concerns, “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.” ”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.” After further review, **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which her service is operating at http://customercare.myhughesnet.com. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. In light of the difficulties **. [redacted] has experienced with our service, we have issued (15) tokens to her account to use at a future date. We have performed diagnostics and we have not detected any issues with **. [redacted] site. We would need for **. [redacted] to contact me at the number below for further troubleshooting to uncover any underlying issues. We would like to also provide specific tools that will help **. [redacted] manage her downloading. 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]

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: Hughes Network Systems has continued to process unauthorized credit card charges totaling $763.48 (even though the credit card company has concluded the investigation and the case was found in my favor dated February 28, 2014). Since then, they have continued to harass me about this matter and have hired [redacted], [redacted], and [redacted], a collection agency to collect this invalid and unauthorized debt.

I paid for my modem equipment up front when I first subscribed to the Hughes Net service and I paid my monthly subscription fee automatically each month. At the time I cancelled service with them due to moving from Indiana, I was told that my account was in good standing and ALL payments had been made, I did not owe ANY payments, and the equipment, including the satellite dish was obsolete (I could not sell the equipment I had purchased back to them).

Several times, I asked them to confirm this in writing and all I received were promises that everything was noted accurately on my account.

Since then, I have had to spend at least 10 hours defending myself and contacting them about disputes regarding charges for equipment that I had purchased and charges for unknown services after I had moved away. After disputing the credit card charge last fall, they did not remove it, but charged an additional $381.74 the next month. After disputing the two fraudulent charges that were settled in my favor in February, now they have sent a collection agency to grieve me.

I do not understand why a former great customer is treated so poorly by this business.Desired Settlement: Fraudulent billing amount should be written off, with a written receipt showing the full amount as being credited to my account. [redacted], [redacted], & [redacted] collection agency should immediately cease attempting to collect the invalid debt. Any actual or implied adverse credit reporting or rating should be removed. Hughes Net should send a letter of apology and acknowledge their error and assure me that my former account with them is in good standing.

Business

Response:

June 09, 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 to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our records reflect that **. [redacted] account was cancelled. After cancellation, **. [redacted] filed a dispute with his financial institution for services charged in the amount of $763.48. His credit card company ruled in her favor and issued **. [redacted] a refund for the full amount of 763.48. When a credit card company rules in favor of the customer, it does not resolve the account status with Hughes. Therefore, the customer must work with Hughes to resolve the overriding issue for the dispute. As a result, the amount of $763.48 reverts back to **. [redacted]’s account. After further review, In light of the issues **. [redacted] has with moving his service to a new location; Hughes has issued the credit for the $763.48 which represents $381.74 equipment charges and service fee of $59.99(2). The current balance is $0.00. 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. 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]

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 as long as Hughes Net does indeed update their records and discharge the invalid debt to zero and agrees never to attempt to charge me for their services or equipment again.

Regards,

Review: I could select quite a few things from the list, but this is one of the main ones. When first signing up for services with HughesNet we were told that it would only be $49.99 to activate services. After the installation, (a week after the initial appointment date), we had a charge of $100 hit our bank account. We did not authorize automatic payments and were simply told that the card given over the phone initially was only to verify eligibility. When calling in to try to figure things out, we were told that the $49.99 was after a rebate, which we were never told about. Then when asking about the rebate we were told we had to wait 2 billing cycles. We did, filed and now can't seem to get any answers as to where the supposed rebate is. Also, we can't seem to get anyone to remove our account from automatic payments, or remove or credit card information from their files. We've been told on several occasions, "there will be no charge for this," and then we're surprised with an added charge that is not itemized on a bill. Our card is charged the same day that the bill is generated and our email address has been entered wrong by their representatives so we don't even get a billing notification. When asking about changing to paper billing, we were told it would cost about $60 more per year in order to do this. We are livid with this company and have apparently been signed in on a contract, which we did not authorize, and will have to pay a termination fee if we decided to cancel services.Desired Settlement: We would like our card information removed from their system, our account removed from automatic payments, our account contact email address to be fixed so that we actually receive our bill, a refund for the services we were told there would be no charge for, and our rebate that we were promised.

Business

Response:

April 17, 2013

Review: I want to cancel my HughesNet service. My contract term was fufilled in 2011. I am suppose to be able to cancel anytime without penalty. I called today March 6, 2013 and wanted service terminated immediately. Was not able to call department directly to cancel service. Spoke to 3 represenatives and each time gave the same information and was placed on hold. They would come back on the line and tell me they would transfer me to department to cancel service. I asked for a direct number they said there was none. Each one assured me I would not be disconnected and I was. Had to call back and when you get prompt there is none for cancellation of service. Previously I chose change of service. On the 4th call I picked the billing prompt, again explained wanted to cancel service and after being on hold and transfereed again I spoke to person who said it could not be cancelled till March 13th because I was paid up till then. I do not want a credit, I just want service cancelled. She said it could not be done. I asked for kit (a box they provide) to be sent to return equipment and again was refused. They will mail it out after cancellation date. Should receive it within 15 days of cancellation date. I asked for RMA# this is required to send equipment back to avoid charges. Again refused said it would come with kit and if I did not receive it in that 15 days to call back. It took me over an hour on the phone today and I have no confidence that my account will be cancelled as requested. I asked it I could send it in a box from home she said yes but would not give me a RMA#. If I do not receive the box and RMA# and have to call again and equipment is not returned 45 days from cancellation date they will charge me. They gave me reference Number [redacted] in case I have a problem but again the generic #[redacted] to call instead of a direct number.Desired Settlement: I want HughesNet service cancelled immediately and want RMA# and the free box kit sent now, so I can return equipment and not be billed any new charges. The kit, I would hope would explain any additional requirements and have correct shipping address. My bill is already paid up until March 13th, 2013. I plan on sending my package with a carrier that provides tracking service so no claim can be made by Hughesnet saying that equipment was not received. I will also take digital photo of returned equipment and packing.

Business

Response:

March 18, 2013

Review: I am not getting even Half the speeds I am supposed to get. Hughes claims that there is no issues with my service. I am supposed to be getting speeds near 10 mbps and Uploads speeds of 2 mbps. I am only getting speeds of 3 mbps down and 0.5 up. This is not even close to the offered speeds. I have spent hours on the Phone with Hughes who claim there speed test is the only accurate measure. Tried and tested Speed test repeatedly report poor speeds. I have contacted Hughes many times about issue and feel as though I'm getting the run around.Desired Settlement: Just to be done with Hughes. Agree to part ways. I'll return equipment and they Terminate my contract with no further obligation.

Business

Response:

September 19, 2013

Review: I recently signed up on the company gen 4 product. I have had satellite service from hughes for many years.

I have not been able to sign in to my customer care account ever. I have called hughes many times, been put through the same routine, been referred to advanced tech support many times and still nothing has been done to correct my online account problem.

The wait on the phone is extremely long and I cannot wait my entire life for an unresponsive company.

the company simply cancels my complaint without even checking to see if they have fixed it, which they have not.

Promised speeds for the new service are less that half that are advertised.Desired Settlement: fix the login problem and follow up until it is really fixed

Stop cancelling my request

The problem is on your end mot on my computer

correct the speed problem or give me a refund for promised services paid for but not provided

very unhappy with hughes and their indifference.

And please hire people in the US that can really speak english

Business

Response:

April 18, 2013