Hughes Network Systems

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

Business

Response:

July 30, 2013

Review: 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

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: 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,

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

Business

Response:

September 19, 2013

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

Business

Response:

October 17, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes it is our understanding that **. [redacted] has some concerns regarding her credit card on file.

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

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

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

Thank you very much for your consideration.

Very truly yours,

Consumer

Response:

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

Review: [redacted]

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

Regards,

Business

Response:

October 28, 2013

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

Business

Response:

November 5, 2013

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

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

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

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

$34.51- first payment

$71.83-second payment

$106.34-Total

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

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

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

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

Thank You

Business

Response:

November 8, 2013

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

Business

Response:

December 6, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

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

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

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

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

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

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

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

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

Regards,

Business

Response:

December 18, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

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

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

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

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

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

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

Regards,

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

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]

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

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

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: 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: 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: 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]