Hughes Network Systems

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

Product_Or_Service: internet provider

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

August 15, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service and being charged the full amount due. After further review, we have issued a credit to the account of $112.56. This credit reflects both payments made in July 2014. Multiple payments were made as a result of the account having a balance that forward to the following month. When paying on line there is a button at the bottom of the page that needs to be unchecked if customers wish to only make a partial payment instead of the amount due. [redacted]’s account is currently on invoice billing. [redacted]y has any additional questions she may contact me at the number below. We sincerely regret any inconvenience that [redacted]y may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

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

Business

Response:

August 08, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” In light of [redacted]’s difficulties with our service; we have added a credit to her account in the amount of $68.40. We have also added tokens to the account. Unfortunately we will be unable to waive the early termination fee. [redacted] may contact me below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: One I have not seen a credit for $68.40. Yes they gave tokens but, within 30 minutes signal was slow and never did increase. I use their data usage monitor and it shows I have not gone over their data caps or gone over. All my computers and devices are new and my settings are all done correctly. With their service I can't download important updates and patches. Only have good speeds for two days after I've paid bill. By the way My monthly plan costs me $137.04/month. DSL is $50.00/month. Hughesnet doesn't understand the fact I can't use subscriptions I'm paying for because of their connection problems. They do promise faster connection speeds and that their faster and more reliable than DSL . I'm not getting what I'm paying for, so termination fee should be waved. Also because ,of the damage done to my siding when they anchored the wiring into my siding and insulation. Nine screws total for placing the wire, which I didn't agree to. Then there's their ugly dish anchored to my house, that I did agree to. My other provider never damaged my siding, they put theirs under the siding. I do understand if the weather was bad and interferes with signal. Also dish is pointed right at our 150 foot tall pine tree. I hold firm that termination fee should be waived. I understand how satellite works and I'm tired of being treated like a mn.Regards,

Business

Response:

September 4, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some additional concerns regarding her service. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. Hughes has not detected any issues with [redacted]’s service; however we have issued a credit for half the early termination fee of $150.00, bringing the amount due to $155.21. The equipment needs to be shipped back within (45) days of the cancellation date to avoid being charged an unreturned equipment fee. The pictures appear to be a standard install which may require technicians to attach cabling. We have also attached [redacted] signature which agrees to the terms and conditions of our service and the conditions of the install. To bring closure to [redacted]’s installation issues; she would need to submit picture to the email address below with my name in the subject field. We recommend [redacted] contact me directly for closure to her complaint. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I have sent pictures to Ecole F[redacted] at supplied email address with him in subject. $150.00 is not a fair settlement , their representative said when I cancelled service Wednesday, I will no matter what pay $400 cancellation fee plus shipping and this months bill, per Hughes representative Elan W[redacted] . Their installation was shoddy and damaged my siding and insulation. My new provider could not believe how unprofessional Hughes cables were done. They put all cabling under my siding trim and put no holes in my home installing their equipment. It does not take 14 screws to anchor cable, especially when it could have been tucked in and put through an existing opening . Since installer cut previous suppliers cable.Have had no buffering issues with them and can download crucial [redacted] updates and security patches. I am still waiting on the boxes to send back equipment. Which by the way I was told I will have to pay the shipping fees on. And as far as my electronic signature, yes I signed ,I wasn't shown any screen but, that one. I was told it was to verify service was installed and working. Nothing about contract agreement said or shown, only about installation. Good faith to me means, give customer what they're paying for. Don't blame customer and their new computer and router for your technical problems. When they provide you pictures of shoddy damaging install make it right. I'll pay a final months bill but, I will not pay a cancellation fee because of shoddy service. I work with the public daily and go above and beyond what is required. Why ? Because at the end of the day you are remembered by how you treat people. Word of mouth can and does make or break a business or person. If I give bad service people won't tip me, if I continue to provide bad service they will avoid coming into my employers business. What I'm saying is good service, is customer retention and by word of mouth more customers. Common sense but, I will not be a repeat customer and if asked will give people my honest opinion. Which would be to stay away they lack customer skills, their service sucks, they're untrustworthy, all they want is your money. I had my previous internet supplier for seven years, cancelled when they didn't fix their equipment problems that were ongoing for six months. I made my first complaint two days after installing Hughes and several after. I'm done with you're company and it's horrible service that's why I've canceled.

Regards,

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

Business

Response:

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

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.

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

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.

My brother, Lee W. T[redacted], a wheel-chair bound disabled ex-Marine, requested HughesNet to discontinue his internet service. They requested a fax of his power of attorney so that his and my mother could authorize the disconnect. We faxed the information; the transmission sheet states it was received by HughesNet on 06/29/201 at 8:12 AM, 7 pages, Status OK -- V.34 AM31.
Almost two months later HughesNet notified my mother that they had not received the fax. I do not believe them, and believe they are culpable of their own inefficiency. I phoned their customer service number and requested a mailing address so that I could send the power of attorney by registered mail, to which they stated they did not have an "address." This ridiculous response is asinine; surely they have a legal department as well as a complaint department. It is obvious that they do not want to deal with any complications they do not consider worth their time. This corporate giant is concerned about their bottom line, not their customers.
I asked why I should refax the power of attorney to the same fax number if they did not receive the first one; how could I be assured they would receive the second one? They said that I had to resubmit the fax anyway; that they did not have an address other than billing and accounts. So I refaxed the information and included the original transmission sheet, using the exact same fax number HughesNet gave us for the initial fax.
This company is one of the most belligerent, arrogant and self-centered establishments I've dealt with in a long time; they are deceptive in my opinion and seemingly incapable of expressing any form of redress that will accommodate their subscribers. I understand that the staff must repeat what corporate has told them, but this kind of indifference must be stopped.
Disabled persons, especially ex-Marines and other armed service members who have served their country, should have a little common respect afforded them from the corporations who have benefited from their service.

I purchased Hughes in November of 2015, I was offered a 60 Gb a month plan. I was told by the sales representative and by the installation technician that it was a good deal and a lot of Gb's. The plan is actually 10Gb any time 50Gb bonus bytes. My complaint is any average use of the internet goes through the 10Gb quickly. The 50 Gb can only be used at 2 am. Once you have gone through the 10 Gb the speed is throttled down. I had a vague idea of what that meant, but I did not know that the internet speed would be reduced from 20Mps to"0.12Mps" that's a reduction of 200%. You can buy "tokens" to restore the services. The tokens are 500 Mb for $5.00 which is 1.5% higher, per Mb, than the monthly fee. In summary I feel that Hughes offers very little data for the amount they charge. An extra amount of data that can only be used at an unrealistic time, a reduction in speed which makes using the internet useless, and they charge an over excessive amount to restore there services. So in my opinion there sales representative, their web site and there technicians make you believe you are getting a great deal when you are not. The 60Gb plan is not a good deal when you actually get to use 10Gb.The Revdex.com should not give this company such a high rating, the services they offer are unrealistic and is an excessive price for an average person like me.

Review: I WAS TOLD IN INITIAL CONVERSATION PRICE WOULD BE LOWER ,NOW IT I FIND OUT PRICE IS HIGHER THAN I AGREEDTO , I HAVE TOLD THEYRE REPS OVER THE PHONE THAT I DONT WANT THE SERVICE AT THE HIGHER PRICE,AND I WISH TO CANCEL THEY THEN TELL ME I HAVE TO BE TRANSFERRED TO A MANAGER , THEN AN ANNOUCEMENT TELLS ME TO CALL THE 800 NUMBER BACK, THIS SCENARIO HAPPENS OVER AND OVER YOU CANT GET ANYWHERE WITH THESE PEOPLE , I AM GOING TO SEND THEM PAYMENT FOR MY 29 DAYS OF USING IT ,WITH A WRITTEN INTENT OF CANCELLING SERVICE WITH THEM, I DONT KNOW ANYWAY ELSE TO CANCEL SERVICE ,THIS COMPANY IS VERY MISLEADING IN EVERYTHING THEY DODesired Settlement: GETTING SERVICE CANCELLED

Business

Response:

April 15, 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

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: I cancelled hughesnet back on july 18 of 2013, and was supposed to receive a box to send hughesnet back their satellite and modem, but never received the return box. September 25th, with no communication or notification from hughesnet, my bank account got charged $329.25 for unreturned equipment, causing me to receive overdraft fees and issues with my bank. I promptly called hughesnet who informed me that they will reprocess the order to send me a new box but suggested I pay my own shipping for faster refund. I however declined because I don't feel I am responsible for the 12 dollars to UPS as well to get them back their equipment which is all outdated anyways. they did not get me the box still, and it's 10/5/2013. I have been on the phone with hughesnet for an hour at this point and have spoken with customer service, billing, and am now on hold with advanced billing. I told them that since they failed twice and admitted to failing to process the order to send me my return box twice, they need to refund me immediately because I am not in the wrong. I will more than gladly safely package up their equipment with care and return it to them (most likely to be recycled) as soon as they provide what they were supposed to to me. I am still on hold, but was just informed they are NOT going to issue a refund (per the advanced billing department). I informed them that I was in the process of submitting this request to you, the Revdex.com, and they told me to hold again.Desired Settlement: I would like the money charged for this to be settled and refunded immediately, and they can send me the box at their leisure. absolutely ridiculous what is going on. they can find me in 2 seconds flat to charge me, but it takes months to send me a box for a shipment or a refund, and been on hold over an hour... I would be satisfied with just the money they charged me for equipment returned, happy with overdraft fees returned as well, and pleased if they send an apology in writing.

Business

Response:

October 15, 2013

Review: I have had service since 2/7/2012 and have had poor to no service since it was installed

I have had service since 2/7/2013 and have had very poor service to no service since I signed up. I have had to call in multiple times with no results and when I called in today I was told it was not their problem that I could not get on the internet, When I asked to disconnect the service since they could not fix the problem they said they were going to charge me $280 early disconnect fee. I should not have to pay a fee when they cannot provide the service I have been paying for I should be offered a refund,Desired Settlement: Since they cannot provide the service that I was told I would have and have been paying for. I want my service disconnected with no early termination fee and a refund for all the months of service since it has never worked properly since it was installed.

Business

Response:

December 5, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **.

[redacted]’s service was activated on February 27, 2013. On November 26, 2013, **. [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 $280.00.

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.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $280.00 to his account representing the early termination fee. We informed **. [redacted] of our decision on December 5, 2013.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I consider myself to be a fairly intelligent individual and I find the collection practices of this company are dishonest at best. When making a payment on-line I could not access the page that normally allows me to make a one-time payment. This new page made me put in a credit card number to be stored on file and did not give me an option for a one-time payment. My husband and I had an issue with this about a year ago and have been paying for a paper bill ever since. When I called Hughes Net (###-###-####) I spoke to a gentleman in [redacted], TX (file number [redacted]). He was polite and patient and did attempt to explain why our bank account was charged once on 11-25-13 (my payment that I was aware of) and another payment on 11-26-13. From what I was told that when you do not have a card on file you pay for what you used the month before and when you have a card on file you pay a month in advanced. I understand what he told me and I'm ok with that being done. However, when I put in our card information no where on that screen was there an explanation of this practice. I could not find anywhere on any page an explanation of this policy. I did read the Residential Subscriber Agreement and still did not find anything remotely close to an explanation of how this works. I feel that Hughes net has failed to properly disclose how transactions are collected. I also feel that it is important that people be aware that there is a $1.00 account authorization that also is charged when you make a one time payment for services and like all account authorizations, it is put back within 2-3 business days with a [redacted] or [redacted] and 30 days with [redacted]. When we see two charges in the same month we feel that Hughes net has basically robbed us and I highly doubt we are the only customers who feel this way.Desired Settlement: As a result of this experience I would like to see a MOJOR change in the way that customers are notified about this collection nightmare. I feel that it will drastically downsize the number of billing/collection complaints along with cutting down phone traffic at your call centers and reducing the chances for your employees to be verbally abused by angry customers who are just flat our tired of putting up with nonsense. I would also like to see that the website be more customer friendly to find information and that everything be stated in PLAIN ENGLISH that when you put a credit card on file it needs to explain that you will go from paying for the month of previous service to paying for a month in advance causing 2 payments in one month. Now if I have been completely misinformed about this and I am incorrect about what I have typed then please explain it to me and fix your payment sites to where the customer must acknowledge that they understand the charges that are about to be made. Also make your payment page more user friendly with option to make one-time payments and don't have 2 different pages one that does not allow this and one that does this is confusing a deceitful.

Business

Response:

December 6, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted] and [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]. [redacted] to resolve the outstanding matter. It is our understanding that **. /[redacted]. [redacted] has some concerns

regarding their HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. /[redacted]. [redacted]. Our records indicate the service was activated on September 24, 2010. Regarding **. /[redacted]. [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.

We sincerely regret any inconvenience that **. /[redacted]. [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 Williams

Executive Customer Support

301-428-5500

[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], I also contacted **. [redacted] and upon speaking to him I feel that I have been heard and changes to make the system more user friendly are imminent.

Regards,

[redacted] And [redacted]

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: 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: 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 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 HAVE NOT HAD THEIR SERVICE IN YEARS AND YET STILL HAVE THEIR EQUIPMENT. COURTS WOULD TELL ME I HAVE TO GIVE THEM 30 DAYS NOTICE. I GAVE THEM EVEN THOUGH AFTER ALL THESE YEARS THEY HAD PLENTY OF TIME THEIR 30 DAYS NOTICE ON 5/27/2013. EVEN THOUGH THEIR TIME IS NOT UP UNTIL JUNE 27TH I DO BELIEVE THEY DO NOT ACTUALLY NEED THAT BECAUSE NOBODY FROM COMPANY HAS MADE CONTACT TO COME AND GET EQUIPMENT AND I BELIEVE THIS CAN BE DONE ANYTIME AND SHOULD BE DONE ANYTIME BECAUSE COMPANY CANNOT EXPECT ME TO CONTINUE TO STORE THEIR EQUIPMENT. IF THEY DO NOT WANT IT BACK THEY NEED TO ADVISE ME SO I CAN GET RID OF IT AND AT THE SAME TIME NOT COME BACK ON ME DOWN THE ROAD FOR DISPOSING OF THEIR EQUIPMENT.Desired Settlement: CONSIDERING THEY ALSO ATTACHED TO MY CREDIT REPORT THEY NEED TO COME AND GET THEIR EQUIPMENT ASAP OR IF NOT BY 6/27/2013 BECAUSE IF THEY DO NOT I HAVE THE RIGHT TO DISPOSE OF WITHOUT THEM COMING BACK DOWN THE ROAD AND EXPECTING ME TO PAY FOR IT WHEN THEY WERE TOLD MANY TIMES OVER TO GET THEIR EQUIPMENT OUT OF MY HOUSE

Business

Response:

June 20, 2013

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 previously been in contact with [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support responded for the second time to a previous letter from [redacted] on July 17, 2012 regarded the issue discussed in her latest complaint. The previous response was to complaint ID [redacted] and was a direct response to the most recent complaint. The previous response goes as follows;

We regret losing [redacted] as a customer. In hopes of meeting [redacted]’s internet service expectations our corporate technician attempted to perform troubleshooting to uncover any underlying issues. However, [redacted] declined our request.

The balance of $497.11 that consists of $398.11 early termination fee and a remaining disputed service fee of $99.00 would need to be paid to bring the closing balance to $0.00.

If [redacted] needs some assistance with the de-installation of her equipment she may contact our billing department at [redacted]. There is a $99.00 de-installation fee per the terms and conditions of her leased service. In addition, due to leasing the equipment it is the customer responsibilities to ship back their equipment. However, we have sent prepaid labels to the address on file for the successful return of [redacted]’s equipment. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.

The equipment mentioned in the above response was never returned and [redacted]’s account was billed in the amount of $300 for that unreturned equipment. As previously mentioned if [redacted] does require a technician to de-install the equipment it is a billable service in the amount of $99.00.

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

Very truly yours,

Executive Customer Support

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Regards,

NOT PAYING THAT BECAUSE DO NOT OWE THAT. ACCOUNT WAS NEVER THAT HIGH FOR INTERNET. WHEN THEY SEND TO COLLECTIONS THEN WILL VIGEROUSLY FIGHT IT AGAINST ALL COSTS. THEY WERE TOLD FROM DAY ONE OF THE PROBLEMS AND I AM NOT PAYING ANYTHING ON THE ACCOUNT PERIOD AND ESPECIALLY SINCE THEY ATTACHED TO CREDIT REPORT SO THAT BEING SAID I GUESS I WILL STORE THEIR EQUIPMENT SOMEPLACE ELSE IF THEY DO NOT WANT IT BACK BECAUSE DISPITE THEIR CLAIM THEY HAVE NOT RESPONDED TO ME IN ANY LETTERS PERIOD AND WILL NOT BE BULLIED

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,

AND AS I STATED BEFORE NOTHING WILL BE PAID AND WILL FIGHT UNTIL THE VERY END UNTIL THEY RESOLVE IT. I AM NOT PAYING ANYTHING ON ACCOUNT AND ESPECIALLY AMOUNTS THEY ATTEMPTING TO GET. I ALSO HAVE PROOF THEY HAVE THEIR EQUIPMENT BACK BECAUSE WAS SIGNED FOR AND I HAVE A COPY OF THE FED EX RECEIPT SHOWING IT WAS SIGNED FOR SO NOW THEY NEED TO REMOVE ALL THE CHARGES BECAUSE ESPECIALLY THE 908.00. THIS WILL REMAIN UNTIL THEY RESOLVE. I HAVE FOUGHT OTHER COMPANIES OVER ISSUES LIKE THIS BEFORE AND WON AND IF NOBODY GOING TO ASSIST ME THEN I WILL FIGHT BY MYSELF. COMPANY IS NOT GOING TO TAKE ADVANTAGE OF ME PERIOD

Business

Response:

[redacted]

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