Hughes Network Systems

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: We have been without internet service for two weeks..We are a funeral home and depend on the internet for obits and procurring services related to the funeral business. We have no other option than HughesNet for internet service in our market. After waiting for two weeks for a tech to arrive on Sept. 4, 2013..he doesn't show..no phone call..Took me 24 hrs. to find out he can't come now till Sept. 10. Three weeks without service is unacceptable. Their own customer service rep. said their customer service was terrible and he would never use their service. I couldn't believe my ears. They are preventing us from conducting our day to day business. I am set up on auto pay and they never have any problem collecting.Desired Settlement: Repair our internet ASAP.

Business

Response:

September 18, 2013

Review: I have been with this company for many years. when my internet stopped working I called the company they informed me that the plan I had was no longer offered. Which was at the time 4G every day. I was informed that I had to up grade my service so I did. To my surprise it wasn't a up grade. they put me in a Gen4 plan. which only gives you about a week of service a month. I have contacted the company several times about this issue telling them how unhappy I am with this product that they sold me. When they set me up for this I was informed about how great this was and that if I used the 4G up that it would slow down a bit but wouldn't notice it. When the service man came out to set it up he said the same thing. Now I'm stuck in a contract with this company for a year. Can you please help with this and maybe warn others of this companies poor serviceDesired Settlement: Either let me out of this contract or give me a acceptable service. What I had before they switch me to this bad plan

Business

Response:

August 21, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service. Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with [redacted]. Our records indicate that [redacted]’s service was activated on March 12, 2012 and upgraded to Gen4 service on June 5, 2014. Relative to [redacted]’s concerns, our service is shared bandwidth with a 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 10GB to 20GB per month. [redacted] is currently receiving 15GB each of anytime and bonus bytes per month. It is recommended that [redacted] contact technical support and have them help register her with the customer management center so that she can see her usage real time as well as be able to monitor her usage. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. All customers are given 30 days to cancel without penalty. Currently [redacted] is receiving a service discount of $10 per month for six months. We will increase that discount by $10 making it $20 per month for six months. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Review: I am very unhappy with the poor quality of this internet provider and inability to give me the'High speed internet' service they advertised.

I called to have this service install in July 2013. Within 3 weeks, as best as I can estimate, the connection was running very slow. Up to 2 minutes to download. I called and was on the phone with a Hughes Net rep for over 2 hours while she attempted to fix the problem.After several reconfigurations between a physical line and the wireless,she determined that it was the wireless connection. She gave me additional time for my inconvenience and told me I would have to buy more.I had moved my computer to connect.I stayed connected this way for about a week longer and once again the service slowed down.It was more clearly explained to me that my usage was limited, which I see I had taken notes on..but did not expect to be unable to use both my PC and my daughter's ipod. She could not get downloads even after the billing date when we had'full'data allowance.We called to complain and ask to get out of the contract. I was told it would cost $400,a fact that was not in my notes when I signed up..and have not ever received any contract indicating this.They scheduled an appointment for a tech to come out,after having to call us back,because their computers were down and the rep couldn't get into the program.This was very impressive!!He was here for several hours also and was able to get the same wireless component working,at least for my PC. And then Hughes called, several days after the tech had been here, to confirm the up comimg appointment!My daughter's laptop,and that of a tenant,who had arrived in Sept,were still very slow to load.Currently my daughter still has trouble and delays downloading.Then I had another tenant move in the end of Sept.She was unable to get any connection.I called again to complain and ask to cancel. I also noticed that I was being charged $63.89, when

I had been quoted $39 plus $9 rental(??) for the first 3 months. When I questioned this I was told ..it's insurance and service fees,again not in my notes.I was talked into an upgrade(10/22/2013)because again I would be charged the $400 to cancel.The upgrade is not working. My connection is still slow and my daughter cannot download many of the web pages she would like.Even getting on between the hours of 2am and 8am, which is Free Time and faster speed is a joke. I am just done with this company. I have since learned that they have a very poor business rating.I will not upgrade to a Power Pro or Max package as I can not trust that they will deliver.Desired Settlement: I want to get out of this service. Return their equipment and not be charged. I am a single Mom and cannot afford to pay for a service that cannot deliver, let alone pay to get out of this provider. Thank you and have a great day!

Business

Response:

Review: On 8-19-13 my husband called to inquire about internet services and ordered using his credit card the sales associate asked for his social security number and he gave it then he questioned my husband about who else name would be on the account and my husband said just his but my wife may call from time to time he then asked my name and my husband gave him my name and told him that he did not have my ssn# my husband paid for the install with his credit card unaware that the sales associate used my name. The install was done on 8-21-13 and I receive a email alert on 8-22-13 on my credit report under equifax stating that Hughes network had inquired at this point I contacted them and asked how did they retrieve my social security number and no one can tell me how it was retrieved, my husband did not give it to them and I spoke with 3 representatves on8-23-13 that could not tell me they kept saying because my husband paid with my credit card which was a lie then they said they don't do credit checks to set up accounts, then they said they do credit checks all the while no one could tell me how they retreived my ssn#.on 8-26-13 spoke to the executives office and they said they would do some resarch and get back to me but said it was probably nothing they could do but make sure they take the account out of my name and put it in my husbands name. I am furious due to the fact this company frauduently retrieved my social security number without my approval. I hope that by filing this complaint that I can get some answers and that they will not do this to another innocent consumer.Desired Settlement: I need hughes network to explain how they got my social security number and how they used it to inquire with Equifax I am very uncomfortable with a stranger having access that I didn't give them. I need for them to contact the bureaus and have this inquiry removed.

Business

Response:

September 9, 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: Please open my last complaint ID [redacted]Desired Settlement: I want to be terminated from this crooked company. I do not want them to be taking any payment from my Credit Card.

Business

Response:

August 11, 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 care division of Hughes, we attempted to contact [redacted] to resolve the outstanding matter. 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]. “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.” 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 (10) tokens to her account. At this point, we will be unable to cancel the account without penalty. We would need for [redacted] to contact me at the number below for additional troubleshooting or 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]

Review: .Huesnet interne service- I signed up for Huesnet in late July 2013, I have not played the Play station three during the summer, In Nov I tied to play some of the games that I have online and ran into lag and was not able to connect. I called huesnet thinking that I needed to upgrade my service. They informed me that the satellite was not able to provide the "ping" required to play video games on the internet and recommended that I not play them. I told them that one of the reasons I purchased the internet was to play online games through the winter months. and told them that if that was the case I no longer was interested in keeping the service. Huesnet told me there would be a 385.00 charge to cancel the service. I told them that was not acceptable since the issue is happening on their end and I was not informed of the satellite problems when I signed up for the service, Furthermore I don't want to pay for a service that I am not even getting. She then came back and told me that she would give me a discount of 20.00 per month for the next six months. I asked her what that would do and she said I could use the internet with a discount for the next six months. ( confirming to me that this issue is theirs and they admit it) I told her that I wanted to be able to play online and she said that it would not be possible. I told her that would not be acceptable since it is not providing the service that I need. She then came back with a 12 month deal of the 20.00 discount, I asked her if I could then play online and she said no. I told her that was not acceptable. She came back and told me that she would cut the cancelation fee in half and only charge me half of the 385.00. I told her I did not want to pay anything for a service that I am not receiving. She then proceeded to tell me that she was going to cancel my service and charge me the 385.00. I asked to speak to a supervisor. [redacted] spoke with me and I explained the situation. He told me that there was nothing he could do and he would go ahead and cancel the service for a fee of 385.00 I explained to him that since this issue was not announced up front and it was due to their lack of service I did not want to pay for the disconnection. He then asked if I wanted to cancel and I told him absolutely since I cannot get the service that I was expecting.Desired Settlement: Cancel with No cancelation fee. Notify consumers that online gaming will not work due to their service or equipment up front. ( when I signed up I even told them I wanted the system for online gaming )

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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’ service

was activated on July 31, 2013. On November 25, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $370.00. Regarding **. [redacted]’ concerns about being able to play online games, in general online gaming does work but it’s not recommended for real time gaming that requires live updates because of the latency of satellite internet service. Hughes’ subscriber agreement contains specific language about canceling service during the 24 month contractual period.

“If you cancel after 30 days of activation but before the end of your 24-month term commitment: You will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after

activation of the HughesNet Service. Thereafter, the amount of the Service Termination Fee will decrease by $15 per month for each month of active Service. You must return your HughesNet modem, radio, and power supply within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).”

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 $185.00 to his account representing half of the early termination fee and we 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: 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: Company does not honor the contract and lies about the sped of the internet service. I am on the line with the customer service and they are saying that there service is ok but I have been having bad service online since we had the internet. when I called to cancel the service they were trying to get me to upgrade to the next level because they didn't tell me that their speed was based on 10g bytes speed and can be used for browsing the internet. also they are trying to make me pay a $425 cancellation fee for bad internet service. please help. thank youDesired Settlement: service cancelled with no cancellation fee. I will go to another service for internet once this is resolved.

Business

Response:

September 4, 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 have cancelled their service last year and they started it back up and I got a bill for their internet, then when I called them they were to send a box to send their equipment back they wanted which I did return and I also have the shipping recent from the ups. now they are trying to collect money for the equipment (over $200) and I have already sent it back to them in Dec.Desired Settlement: I want it off my credit report and the money back that they owe me for the one month they charged me....

Business

Response:

May 7, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted] In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on January 11, 2011 and requested to cancel service on October 14, 2013. Due to the account being a Recovery Act account, there is no contractual agreement and the early termination fee of $400 does not apply. Regarding **. [redacted]’s concern about being charged for service since her cancellation, our records indicate that we’ve received some of her leased equipment, particularly the modem and power supply. The radio transmitter which is attached to the end of the dish is also required to be returned and is not documented as being returned. Once we receive the radio, we will credit the account to reflect that it has been returned. If **. [redacted] needs assistance getting it returned she can call us at the number left on her voicemail. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I received an ad for "Upgrade to HughesNet Gen4 FREE. I called to verify that it would be at no charge, and was told that there would be no additional charge to my account. On July 21, I was charged (taken out of my bank account) $110.15. I called HughesNet and was told that it was my monthly fee plus a one-time service fee. After discussing with their customer service, they stated that they "couldn't" refund my money. I have also tried to cancel their service and get them to pick up their equiptment, however, they won't respond to any of my phone messages.Desired Settlement: I would like to receive a refund for the $110.15 and cancel service with this company.

Business

Response:

August 1, 2013

Review: To whom it concerns, My name is [redacted], my wife [redacted] have had satellite internet with Hughes Net since June/July We bought our satellite system with few problems, we have had problems in the past with modems then the most recent occurrence was 7/8/I called in about the internet was not working properlyThe representative told me she tested the modem from where she was and stated it was not working properly and was brokeI asked the representative to send out a new modem and for it to be at no charge to us since we had bought a new modem within the past yearThe representative stated she would get everything together but I would have to have my wife call in to get the shipment sent since she is on the account and you don't accept other people on the account to take care of these issuesEither way, my wife called her right after I got off the phone with the representative but not before she told me the knew modem would arrive within week from that day, 7/8/
My wife has called in about the status of the modem every week and possible multiple times during each weekWhat I have figured out is that Hughes Net is playing handoff from representative to representative and with each one we find new information outI will explain, my wife called in and was told she needed to call UPS to talk with them about getting the tracking number from themI am guessing that this is someone who doesn't work in the U.Sbecause most people who do any type of shipping knows that the person shipping the package gets the tracking number from the person they are sending it through at the time of pick up from the shipperSo my wife having multiple calls to Hughes Net and getting different information each time when calling in asked me to check into what the reason or why it wasn't thereI called ###-###-#### today 8/5/and spent time on the phone with someone from [redacted], [redacted], approximately + minutes and was told to call UPS as wellI informed the guy that the tracking number was supposed to be provided by them once the item was shippedI asked for a supervisor and the guy said, "I can't find one." I told him I wanted to talk to someone from the U.Sand he told me he couldn't transfer meI asked what other numbers he had that I could talk with someone elseHe gave me the number ###-###-#### which was to a lady in the [redacted]I spoke with this lady and asked if I could talk with someone from the U.SThe lady stated she couldn't get me in contact with someone from the U.Sbecause they couldn't/didn't have that informationI asked to speak with a supervisor and she told me she would try to help me out with the issueI told her the problem and again couldn't tell me anything other than I needed to contact UPS to get the tracking numberI asked to speak to her supervisor and was finally on the phone with him after minutes on the phone with the ladyI told him the issue and asked if he could transfer me to the U.Sand he stated he didn't have that abilityHis name was [redacted], he was able to tell me that the modem we needed was currently on back order
This order was finally put in as of 7/23/2013!!!!!!! I again asked to talk with someone from the U.Sand was told he couldn't transfer me to someoneI asked to speak with his supervisor and he told me he couldn't do that eitherHe didn't want to do either and I told him that and I told him this was not correct and it wasn't customer serviceAt no point was customer service being providedI also told him I would be contacting Hughes Net directly and if I couldn't get this done then I would contact the Attorney Generals Office and the Revdex.com[redacted] was able to tell me he would put it on his priority list to get this issue taken care of and would be making a personal phone call back to me when he is able to tell me when the modem will be sent or what he could find out about the reason for the back order[redacted] told me it would take approximately days before I would receive this phone call
I would like to know what is going on and will give you approximately days to get a information to me or my wifeI will then be forced to contact the Attorney Generals Office and the Revdex.com
I will also be looking for a different providerThis is not customer service and trust me I work in a business where I provide customer service daily.Desired Settlement: We have had service with Hughes Net since and would like to continue to have the serviceBut if I can't get this taken care of in a timely fashion or can't get someone who really knows what is going on to contact me, we will have to look at other options my wife is currently taking on-line college courses and need the connectionNot a lot of different service options due to our location
Business
Response:
August 26,

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: Hughesnet has not only billed me on dates I have not agreed upon since july causing my account to be overdrafted at least once but, the price is higher than I was originally told it would be. I have called once monthly since July to get the early billing corrected and every month its the same thing "oh im not sure why this happened please hold" 45 minutes later every single time they say its fixed. The next month the same thing happens. When I called to try to cancel because of these reasons along with the service being horribly slow they told me it wasn't possible without fees. If a company is billing me for a higher price than I was aware of earlier than the date that I am allowing them to I believe there shouldn't be a penalty for canceling. I'm so tired of paying almost $100 for internet I compare to dial-up, long phone wait times and unlawful billing.Desired Settlement: I would like to be let out of my contract with NO fee. I would also like to have the extra $20 a month refunded since it has been that much higher than what I was told when I signed up.

Business

Response:

December 2, 2013

Review: On August 3, 2013 I made a debit card payment to HughesNet in the amount of $63.70, when I made this payment online I authorized a "one time payment" in this amount. I had previously contacted the company and stated I did not want automatic payments charged to my credit card and even agreed to the extra $5.00 per month charge for generation of a paper invoice. When I made the payment on August 3rd, I entered my credit card number to authorize this one time payment, and I am quoting that from their site. When I checked my bank statement they had additionally charged my credit card in the amount of $83.70 for the next months bill that was not due until Sept. When I contacted them about this they informed me that by entering my credit card number it automatically signed me up for direct payment to come from my credit card, even though it says a one time payment. The representative said that authorized them to charge me one time every month. I think this is fraudulent and misleading. They refused to credit the $83.70 back to my account, although they did remove my credit card number from their records, or so she said. She also told me if I try to make my payment again on the internet it will do the same thing. When I told her to forget it I just wanted to cancel my service, she said she was unable to do that without charging me an additional $347.00!!! So it appears I am stuck with this company and their lousy practice.Desired Settlement: I would like to make my payment monthly as scheduled. It would be better if I could do it online and save the hassle of mailing it, but I don't want to authorize anyone to automatically take money from my account. I understand this part cannot be changed. I just wanted the $83.70 put back into my account so I can manage to buy groceries this month. I do not feel this is unreasonable, as the money isn't even due until Sept. Furthermore if I am not satisfied with their service I should be allowed to cancel it and return the equipment without being charged $350.00!!!!

Business

Response:

August 19, 2013

Review: The issue with Hughesnet (HN) is multidimensional. I will tackle the issues in bullet point format for ease of reference. We have had HN installed at out property for over a year. It is not our primary residence. Our service has been problematic and regulary does not function at all (it has not worked all weekend). Fundamentally we do not have a functioning internet service.

Customer service has been unable/unwilling to help despite repeated phone calls over months.

Issues:

- The service drops out numerous times a day. We are forced to reboot the modem and unplug the modem and router regularly when we are home (Hughes response is to run remote tests which show connectivity issues....every time we call. There is no fix or resolution).

- The service is very, very slow...the dish is pointed directly into dense foliage (yet Hughes will not send a technician to fix it).

- The service is so degraded that checking emails is regularly impossible.

- The service has become so bad that we simply disconnect the modem as it is too frustrating to deal with. The "transmit" and "system" lights are generally not lit up.

- HN finally agreed to send a replacement modem after much cajoling. It arrived and did not even switch on. Five phone calls later with numerous disconnected calls they agreed to send a replacement.... We will once again be without service, with no assurance this will solve the problem.

- We have been disconnected every time we are switched through to "advanced tech support" and our issue of intermittent and/or degraded service has not been addressed or fixed.

In closing we have been sold a service which does not work. We pay for the service in good faith yet we have no reliable, functioning internet. It is disappointing that HN would run a business this way. I have lost faith in them as a provider and as a company.Desired Settlement: Hughesnet need to provide an internet service that works. They need to send a technician to fix the problems and/or replace equipment and have it fully operational before they depart. Alternately they need to remove their hardware, discontinue the service and refund our money.

Business

Response:

July 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter, to the executive customer support division of Hughes, we attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his service. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” Based on remote diagnostics, **. [redacted]’s service is operating normally. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We left a message for **. [redacted] and if further troubleshooting is needed we will be happy to provide troubleshooting through our advanced technical support representative. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

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 is NO WAY addresses the issues raised. The core issue is that we have NO CONNECTIVITY. The slow speeds are secondary. We have tried many many times to "trouble shoot" with advanced tech support - it has not resolved the issue. Customer service is frustrating and unhelpful. If HughesNet thinks pointing to an agreement signed for a service that is not delivered they are mistaken.

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: hughesnet has repeatedly taken money out of my bank account with out my authorization, I have called them, talked to them, ref#[redacted] & [redacted]

They have been told and warned that if they do it again then I would file a police report because I told them do not take money out of my account, I would go on line and pay the bill and they did it anyway with out my permission. I will file a police report with my local police department, and I am not going to be responsible for paying for the contract fees because they of them doing something illigal torwards me. I have 2 referance numbers, I have actually called 3 times, [redacted] and [redacted]. They told me the last time that they would deposit the money back to my account, that was 2 weeks ago, they still havent done it. they said there service was great, you cant even stay connected to the internet, they come out and checked the service before they hooked it up, they flat out lied in there advertising. I have told them to come get there equipment and I do not want there service at all.Desired Settlement: I want my 6 months of service returned to me plus I am not going to be responsible for there contract fees of breaking the contract.

that fee is 400 dollars they are going to charge for termination and I have been charged 400 dollars over the past 6 months.I want this money back for what I have paid, and I better not have to pay the 400 for termination.

Business

Response:

August 20, 2013