Hughes Network Systems

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

Review: I called around to find a service that provided internet coverage to my new house in the country. The previous internet services I have used, [redacted] and [redacted], did not cover my new location. I searched for services that provided internet in my area and HughesNet was listed as one of them. I called to speak with a representative about how the internet was and what options they had for internet service. I told them I needed internet to stream Netflix and I also needed a dependable service because I take online classes. The service option I chose was what the representative said would do all the things I needed it for and it would be dependable as well. When I signed up for HughesNet satellite internet over the phone, I was not made aware of any commitment whatsoever. The service of satellite internet and the company, HughesNet, were absolutely new to me. I would never have signed up for the service if I knew I was also signing up for a 24 month commitment. I started experiencing problems with the company in the installation stages. They called several times rescheduling the installation of the service. I brushed the installation problems off because I figured since I live in the country it might be taking them a little longer to find a good time to come out and install it. Meanwhile, I was taking off work to make sure I was going to be home at the time they told me they would be there for the installation. The technician that finally made it to hook up my service said it might take a day to start working at full strength. I experienced problems with the service the entire time after installation. I waited weeks and weeks thinking it would get better and start working properly. If anything, the internet service became worse. I made several calls to technical support telling them what was going on and letting them know the internet wasn't working properly. A technician was sent out one time to look at the equipment. He fixed some things and when he left the internet seemed to be working. It was never working properly for the things I originally said I needed it for. It had the worst time streaming Netflix and I always had to troubleshoot internet problems when I was doing my online classes. I didn't have time to make a call every single instance the internet wasn't working for me. I finally decided I gave HughesNet a fair shot and I needed to find another internet service provider that can meet my needs. I called HughesNet on October 24, 2013 to cancel my service. The representative I spoke with asked me several questions regarding the cancellation. I explained everything to her and answered all the questions. She then proceeded to tell me that since I was cancelling before the end of my 24 month commitment I would have to pay a $370.00 termination fee. I was extremely confused because I never once heard of any 24 month commitment until then. I told her I would have to see about this and that I would keep in touch. I then hung up the phone. When I got home that same day, I unplugged the HughesNet adapter from the power supply.Desired Settlement: All I want is for any early termination fee to be waived. I was never agreeing to any commitment when I signed up for the service over the phone, or I wouldn't have signed up for the service in the first place. I will follow HughesNet's policy for returning the equipment.

Business

Response:

November 11, 2013

Review: Hughes net has failed to deliver my service for weeks now, Countless phone calls and missed appointments later. My internet service is still only on a few hrs daily.Every time they have been contacted, we get another list of phone numbers to try( none of which has helped in any way) We have spent hours on the phone with them in the last few weeks to no avail.Desired Settlement: That they fix my internet Or let me out of my contract so I can get service elsewhere.

Business

Response:

August 1, 2013

Review: I have had the Hughes Net Satellite Internet System for some time. I am on their $39.95 Monthly Recovery Act program. Here is the problem that I am having and information about my contact with their phone service personnel.

Yesterday, 2/12/14 at about 4:00 PM I used up my Hughes Net allowance and was immediately placed into the [redacted] Access Policy category. My connection speed dropped to an unusable level, could not even connect and get my email. Having two free Tokens, 500MB each, available I added them to my account, as this would then immediately return my normal access speed. A waited for about an hour and my access speed never came back up. I then decided to pay $16.00 for a 2GB pf download to be added to my account. Waited another hour and still did not have the normal speed return. As this same situation had occurred several months ago, when I used a single 500MB free token, I was very annoyed it was happening again and this time I had even purchased bandwidth just to get back on at full speed. My Token Bite Meter showed "Token Bytes Available" as 3 GB. I tried the HughesNet up and down speed test several times, it would never complete a complete cycle.

I decided to call HughesNet service and see what could be done to restore my service. When I finally got through to service, a gentleman by the name of [redacted], in Texas, answered the call. I explained my situation and immediately felt like I was being treated as a complete novice, he would not even listen to what I had to say until I did exactly what he wanted me to do. Even though I knew it had nothing to do with my problem, I finally gave in and followed his instructions. He had me reboot my router and the HughesNet Modem. He then had me do a series of Internet connections to see if it was working. Even though the connection was very slow, he stated that the problem was that usage was high and I was experiencing a problem with all the traffic due to the time of day and heavy usage. When I tried to explain that I could not even download mail, he said it was due to heavy traffic. I have NEVER had that kind of a situation before, and my router was showing an upload and download speed of less then 20 KB s! I told him that I had tried to do an upload and download speed test a while ago. He looked for the results and said there was not any there. I offered that was because they would not complete and display results on my end. So he had me do another set of 5 tests. The first one finally got done with an extremely low speed, he indicated that something had been wrong with the connection and I was to do 4 more. So over the next 10 or 15 minutes I did 4 more tests, each took 4 or 5 minutes to complete, and none of them completed the process. I was watching my router Internet connection during the process and most of the time my up and download speed was at or below 5 KB s! At this point he indicated he had to talk with someone to get more information as to what to do. After about a 15 minute wait, he got back to me and said that he had to escalate my issues up to a higher service authority. He gave me a Case Number, [redacted]. We talked about what to do next and I indicated to him that in the morning, after I got my next 250 MB update, my speed would indeed be back to normal. He said that I should do the series of 5 tests again in the morning and then call service again, give them my Case Number, and tell them the results of the test that I was to do after my allowance was applied to my account.

This morning, 2/13/14 I got on and saw that my daily 250 MB allowance had been put on my account. My token bytes available still showed 2.8 GB. That is what is left of the total of the 2 free tokens plus the 2 GB that I purchased for $16.00. I did the series of 5 test of up and download. The average of the five tests, which all in all did not take more then 5 minutes, was DWN of 2461 and UP of 203. Indeed, my service was back where it normally is for the majority of the time.

Now time to call the HughesNet service again. After finally getting to a real person, I was greeted by [redacted]. I told her that I had a Case number and that I had made the 5 tests as requested last evening by [redacted]. And ask her was I should do next to resolve my problem. She insisted that I unplug my router and modem and do another series of tests. I refused, as there is no bearing between what I called for and what she wanted me to do. I tried to explain that all I wanted to know was what was needed to do to make my

available token bytes work and return me to full speed when I used all my daily allowance. She said she had to check with her Supervisor to see what to do next. After a 15 minute wait she came back and said that I needed to do all the tests that she had ask me to do. I said absolutely no and again ask that she report my up download numbers and send my information for further investigation. She then ask me to please hold again when she checked with her Supervisor. After THIRTY-SEVEN minutes, she came back and said that she had arranged to have a home service visit to my site, and that her Supervisor said that my PC and software would all need to be checked out as something was wrong with my setup, and there was nothing wrong with HughesNet as all my tests that morning were indicating everything with their equipment was working.

I told here that they were absolutely wrong and I would not allow a service person to come and look at my equipment, as it had nothing to do with the immediate problem I was trying to resolve. At that point I am not sure what here comments was, but she said something and immediately hung up the phone. And you know, I don't remember her ever asking for my HughesNet Case Number!

My conclusion is that when you call HughesNet for service, they follow a script, step by step, as both my calls followed the same route initially when I got to a real person. They treat you like you are absolutely stupid and must do everything, step by step, that they ask or they put you on hold and just let you sit and brew! If you try to address something, like I did about restoring full speed after applying a token, it simply goes over their head and they try to divert you back to their "script."

I failed to mention that during our conversations, both representatives, tried to move me up to GEN4 because it was so much better and I would not have any more problems! When I explained what I was paying and getting they both backed off. Just another part of the "script" I would guess!

So the question still remains, why when I apply a token does my speed not return to normal? And please, DON'T tell me to unplug my router and modem, and do 5 more speed tests!Desired Settlement: Simply restore my full speed any time I run out of Bytes and apply a free or purchased token. That is how it used to work a year or so ago. It now seems like you are stealing both my free tokens as well as my purchased bandwidth as I can only use both at the reduced speed that occurs when I fall into the [redacted] Access Policy region.

Hope to hear from someone soon,

Business

Response:

March 5, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]. [redacted]

File# [redacted]

Dear [redacted]

It is our understanding that **. [redacted] has some concerns regarding his service. Our executive customer support representative reviewed all pertinent database records. It is our understanding that **. [redacted] has some issues with his service after applying tokens his speeds do not refresh back to normal speeds.

Relative to **. [redacted]’s concerns in regards to our [redacted] Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a [redacted] Access Policy (FAP). Hughes is unable to revise the [redacted] Access Policy due to shared bandwidth.

After further review, we recently did troubleshooting with **. [redacted] on 02/13/14 and all parameters were fully functioning. We also suggested an upgrade of his service to try and meet his expectations.

Unfortunately, we would be unable to revert back to the old policy of adding tokens to the account.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, Hughes has applied (10) free tokens to his account for future use.

**. [redacted] would need to contact me directly at the number below for further troubleshooting.

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:

Dear [redacted]:

Thanks for the forward of this response from HughesNet. Unfortunately the initial copy, that you sent, was somehow lost or discarded by my mail system.

I have carefully read the response from **. [redacted] and fail to understand the logic behind his response. If tokens can no longer be applied to an account, to return it to normal speed, exactly what good are the tokens? I just went to “My HughesNet” and still find that the policy being shown to me is that when a token is applied it is applied immediately and it returns the service to full speed, just like it was never interrupted. If it does not do that, then again I would like to know of what value the tokens are to me and other users.

Attached are two screen shots taken a few minutes ago of the information that comes up on “My HughesNet” page. Please look carefully at what they indicate. The Special Deals one clearly states that full speed will be given as soon as the token is applied. The Status Meter shows the same information when I bring it up on my screen.

So, [redacted] I just do not understand why I am not able to bring my speed back up when I apply a token, as it states in their online information. Just a week ago or so, I again ran into the [redacted] Access Policy by running out of available download allowance. As I had purchased the 3 Token allotment a few weeks ago, I expected it to kick in and bring my speed back up. It did not, and I was throttled back to an extremely slow speed for the next 24 hours. That just does not seem right! But it did start subtracting my downloaded date from my indicated available token data. Boy, something here just does not make any sense to me at all.

Thanks so much for your consideration and help with this matter. I am just not at all satisfied with the response from HughesNet. If there is something here that I just don’t understand, maybe it can be more clearly stated. By my view of this situation, my $16 dollar purchase of three tokens was completely fraudulent, as I did not receive what is being promised on their Token Information page.

Sincerely,

Business

Response:

March 13, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]. [redacted]

File# [redacted]

Dear [redacted]

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding his HughesNet service.

In order to clarify **. [redacted] concerns. **. [redacted] would need to contact me directly at the number below for closure.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: When my husband [redacted] and I signed up with Hughes Net a week ago, we were told we would have 30 days to pay for the equipment and we were getting free installation. After very poor service we called to inquire about cancelling on the 12th, when I was told there would be no out of pocket expense. Two days later we were charged $336 although we specifically asked not to be on auto pay. I called with my husband on the line on the 14th were [redacted] told us we would receive a refund for $200 within 7 days. I asked again if it was 7 days. He replied yes. Then at the end of the call I asked again and he said it was 7 days after they received the equipment. Finished call and called back later and spent another two houd s on the phone. I reached a supervisor [redacted] who said they would refund another 59.99. Explaining I couldn't wait two weeks for a refund after they received the equipment, he told me to call back with the tracking number from UPS, and once it was showing on their system, they sould issue a refund in the amount of 259.99. I packed up everything, spent another 21 dollars to ship it, and called Huges Net. I was told everything was ready to issue the refund, but the department was closed, and asked I call back the next day, the 15th. I called amd spent another hour on the phone with Hughes Net where I was told they wouldn't refund it until they receivedthe eauipment in their warehouse. I asked about [redacted]'s promise it about it be issued aith the tracking number. Evan told me he didn't believe me [redacted] said that. I asked him to play the phone call I had with [redacted], where he informed me it didn't matter what [redacted] said, he was still going to follow policy and not refund my money which was taken by an unauthorized debit c ard transaction would not be credited back.Desired Settlement: I would like my entire $336 credited back onto my debit card plus additional fees I have to pay because of late fees because I am unable to pay my bills. I would also like an apology for all of my wasted time because of this.

Business

Response:

June 18, 2013

Review: HughesNet is a wholly owned subsidiary of [redacted]. At the end of Jan, 2013, I responded to an email regarding HughesNet for Business, as I was moving my office to a location not served by cable or DSL. After speaking with the sales representative, [redacted], and explaining my service needs, I was informed that the GEN 4 product provide up to 15 mbps download, which he indicated would more that service my business needs. Although HughesNet has a poor reputation, their entrance into the business arena and the new services, along with assurances that the service contract could be cancelled within the first 30 days if it did not meet my needs without penalty, made me feel comfortable enough to take a chance. I entered into an agreement and service was installed in mid February. With the installation of the wiring and my server and networking by my IT person, we initiated our use of 2/25/2013. Storms on 2/25 and 2/26 delayed calls for poor service until 2/27. At that time our speeds were far below the advertised 15 mbps. After multiple calls to their technical service department, with conflicting statements about the efficacy of our equipment, we were told on 3/4/2013 that our equipment was faulty and it was replaced on 3/5/2013. With continued problems on 3/6/2013, and HughesNets “policy disclosure”, I decided to cancel service during the first 30 days. The policy disclosed was that HughesNet only had to provide 60% of the advertised service. This would seem to suggest speeds between 9 and 15 mbps. However, this means that if at any point in the day they can measure an average of 9 mbps, or close (7 or 8 mbps) that is close enough for them to providing the requisite service, even if you frequently experience speeds of 2 to 4 mbps. I informed them of my decision to cancel on 3/6/2013 and was told to submit this in writing and someone would be in touch in 2 to 3 days. Two days following the letter, I called 5 times and was disconnected when attempting to cancel service. After reaching a CSR, I was told I had to wait until the end of the billing period to cancel (not in the agreement). I was also told I would receive a return kit to send back the equipment to receive the $200 credit for return of equipment on the $450 equipment lease termination. This was to arrive in 5 to 7 business days. Multiple contacts and faxed letters later, having been assured that these items had been mailed, on 4/2/2013, the day after the 4/1 billing date for the $450 lease termination fee, I was informed that no such kit was to be provided. I insisted on an address to mail the equipment and did receive this. Not only does this ISP have deceptive practices in advertising, they use delay techniques to charge consumers seeking to terminate services as agreed in the contract fees that would not otherwise be charged (ie failure to prorate cancellation, attempt to keep customers on service until end of billing and therefore end of 30 day right to rescind, and failure to provide information on return of equipment under lease termination agreement. This constitutes unfair and unethical business practices and demands investigation by a regulatory agency. I am not alone in this, and hope that others will also provide you with their experiences and lend strength to a movement to investigate this corporation.Desired Settlement: I will be returning their equipment using my own boxes at my own expense. I have paid the prorated service amount for Feb, 2013 and the $250 cancellation fee. They agreed to refund the cost of the shipping which I would like returned and I would like all other "made up" charges removed, and limited to those provided me in my email from them before initiating services and the cost of early termination of the "lease agreement" for equipment. Any reports to credit agencies should be rescinded. I would also like someone in authority to take notice of this company and their practices to cheat consumers, willing to suck up their mistakes and move on, out of monies they would not otherwise be due if they didn't attempt to stall, delay and mislead customers into exceeding their time limits.

Business

Response:

April 22,

2013

**. [redacted]

Trade

Practice Consultant

RevDex.com

1411 K

Street Northwest, 10th Floor

Washington,

DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **.

[redacted]:

In response

to your letter dated April 8, 2013 to the Executive Customer Care division of

Hughes, we have contacted **. [redacted], the owner of the account, in an attempt

to resolve the outstanding matter. It is

our understanding that **. [redacted] had concerns regarding the cancelation of her

account. **. [redacted]’s service has been cancelled as requested.

Our

Executive Customer Care representative reviewed all pertinent database records

prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]

‘s account was first activated on February 12, 2013. **. [redacted] was contacted

on April 12, to discuss her concerns. While speaking with **. [redacted], it was

evident she had concerns regarding the processing of her account cancellation.

Considering **.

[redacted]’s overall experience, Hughes’ executive customer care office has processed

**. [redacted] cancellation and sent out equipment return labels to her email

address. [redacted]. [redacted] has indicated that she has sent back her equipment.

Credits for equipment returns are posted two to four weeks after the receipt of

equipment. Currently, **. [redacted]’s account balance is $201.46.

We sincerely

regret any inconvenience [redacted]. [redacted] may have experienced and are hopeful

our actions will serve as a demonstration of our good faith. At this point, we would respectfully request

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 for your consideration.

Sincerely,

Office of

Executive 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 attempted to close this account beginning on 3/6/2013. On 3/8/2013, I was told that information would be provided to return the equipment. The accounts are "sold" by HughesNet indicating that an account may be cancelled without penalty during the first 30 days.

1. HughesNet customer service inform customers that they cannot close an account until the end of a billing period.

2. HughesNet requires customers to provide a letter requesting closure and indicate they will be in touch in 2 to 3 business days after the letter is received.

3. The phone number to close the account sends customers in a "loop" indicating that the customer should hang up and dial.. the same number.

4. From 3/8/2013 until 4/12/2013 I attempted to secure the necessary information to return the items in order to receive credit of $200 of the $450 "equipment lease early termination", which is not mentioned by the sales representatives as they represent a trial period without penalty.

5. My previous letter documented some of my issues in receiving this information, and only when you got involved did I receive a call from [redacted] at HughesNet business office and receive a return label on 4/12/2013.

6. The items were received on 4/17/2013. I notified [redacted] on 4/22/2013 that the items had been received and requested that she contact the billing office to remove the additional $200+ dollars on the account.

7. I have paid for the installation, the first month of "use" and $250 which is an equipment early termination fee, not the early termination fee for service which is the "free trial" they speak of.

8. False advertising regarding their services have cost me many additional dollars in lost revenues and time, as well as paying unproductive employees while we attempted to work through the "problems" which are not fixable.

9. HughesNet has reported the "late payment" that I do NOT owe to the credit agency, which will cost me addtional time to have removed.

10. Revdex.com should investigate this company more thoroughly. I am NOT alone. This is the norm, rather than the exception.

11. Your rating of this company, who when pressed up against the wall, will send a mailing label, provides consumers with a false sense of security in dealing with this organization. If it takes getting FTC, FCC, Revdex.com and the governor's office involved to get a return label sent, imagine how it is for customers who are stuck in these contracts that cannot be cancelled. The customer services is non-responsive, not helpful, and you are informed that if you are getting service that is AVERAGES 60% or a bit less here and there of what you agreed to, you should shut up and be happy.

12. I am not willing to drop my complaint until: The $200 has been dismissed with the addtional dollar or so for whatever the heck that was AND I have a letter to me from HughesNet indicating that any report to the credit agency of late payments was their ERROR.

Thanks you.

Regards,

Business

Response:

Hello [redacted], I went ahead and zeroed out [redacted]’s account.Please notify her of the same and let me know if you have any additional questions/concerns.Thank you, [redacted]

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 previously requested a letter from HughesNet acknowledging that my financial obligations under the contract were met in a timely fashion. I do not have this information to provide to Credit agencies

Regards,

Review: I requested HughesNet service be installed in my home on April 18th of this year. Within days after the installation I called to cancel the service and a [redacted] box and return label was shipped to my home for the products return. I was required to send back the modem and the transmitter. I repackaged the equipment following the instructions in the box and took the package to my local [redacted] store for shipping. I have since lost the tracking number for this package.

Last month I received an additional box and return label from HughesNet. I thought this was an error and I did not call the company.

Today there was a note on my door from [redacted] that advised they were here to pick up a package. I did not schedule a pick up. I called HughesNet today as I started to think that this had something to do with them. I was told that they did not receive the returned equipment. I shipped this equipment back in April using their box and their return label.

I have been advised by an associate that I would not be billed for the 'unreturned' equipment, but I now fear that my credit report may be in danger since I was required to provide my social security number at the time of sign up. I would not be so concerned, except I have no faith that this company has any idea what is going on.

HughesNet customer service is horrific. You receive a case number for each call, but when you call back no one knows what is going on or what happened in the previous call. Their voice response system is impossible to navigate through as any background noise prompts the "operator" to say 'I didn't get that.' When you finally speak to a person, they have no idea which way is up and you can almost count on being placed on hold at least 4 times.Desired Settlement: I would like a written letter of apology from HughesNet.

In this letter I would like confirmation that my credit card will not be charged for the equipment that I returned. I would also like confirmation that my credit will not be impacted. I have suffered more than enough for their ignorance and I am now stuck with the remnants of a satellite dish that is no more than a hood ornament for my house and a hole in my siding from the it they contracted out to install this sub-par and worthless internet service. A letter of apology is the very least that they can do.

Business

Response:

July 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 26, 2014 and requested to cancel her service on April 28, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Hughes has received [redacted]’s leased equipment and there won’t be any unreturned equipment charges or any other charges on the account. 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:

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,

You want the real review and rating for this horrible company? Google HughesNet Reviews. They lie, they do not care about their customers, the slowest inter I have ever had in my life. They have limits like a phone plan and the price is outragous for what little we have. You can not play games with them, download speed is horrible and upload speed is even worse ping is awful and I can keep going on. A+ Rating on Revdex.com? Should be a FFF.

Review: Was never informed that I was entering into a contract nor were any details explained to me and now I am being asked to pay a large termination fee.

Have had service since the 27th of May. Autopay from my credit card. Horrible service! Constantly misled and outright lied to!Desired Settlement: I am requesting that my service be terminated without penalty. I feel Hughesnet grossly misrepresented themselves and their service has been completely unacceptable! Clearly they are trying to scam people and making money off people when they try to get out of it. I want this hideous eyesore (satellite dish) removed from my yard and I do not want to be required to pay them another cent. They have taken enough from me already!

Business

Response:

July 26, 2013

Review: I began receiving internet service from HughesNet in Oct. of 2012. Prev. to ordering the service, I spoke w/ a representative named [redacted]. I specifically asked if there was a contract/early termination fees should I not be satisfied w/ the service. I was assured that there was NOT a contract. The service was fair, but not what I expected per the description given on the internet. I called customer service many times to report several technical issues. I typically would be on the phone for several hours trying to resolve issues. Sometimes I was told that it would be several days before a customer service rep would return my call. After several months, the qualify of the service cont. to decline. I would call and be on the phone for long periods of time without ever resolving the issue. I finally called on June 4th 2013 and requested that my service be disconnect d/t dissatisfaction. At that time, I was offered a free visit from a service technician and an upgrade to faster internet speed for the same price that I currently had been paying ($61.45/month.) I agreed. The service tech who is subcontracted from Insite Satellite came to my home. He told me that my satellite had been damaged and that is why I poor service. He said that the damage most likely occurred when I had my gutters installed. I told him that that was not possible as I had been having issues w/ the service for several months prior to my gutters being installed and that the problem had been reported to HughesNet prior to the installation of the gutters as well. He proceeded to argue w/ me and was quite rude. He stated that after he left, that I would not have internet service until I paid for the damaged satellite. I became upset and asked him to leave. He cont. to be rude and argumentative. He then made a call to his supervisor, who told him to fix my satellite at no charge. My service has improved and I would be satisfied, but now I am being billed at a higher rate which I did not agree to. My credit card was billed $75 this month and according to my account home page on HughesNet, I will be billed $79.99 next month. On June 4th, I was told that I would receive an upgrade in service at the price that I had previously been paying ($61.45). I once again call HughesNet on 7/3/13 and tried to correct the issue. I spoke w/ a representative that did not speak clear English and was very difficult to understand. She tried to tell me that I was notified of the upgrade and cost. I feel that HughesNet has been dishonest about their service from the beginning and provided very poor customer service. I wish to disconnect my service, but will have to pay an early termination fee of $300, which again I didn't agree to. HughesNet needs to be more forthcoming and transparent in their service agreements.Desired Settlement: I wish to disconnect my service w/ no early termination fee or at least get my bill to $61.45 which is what I agreed to on 6/4/13.

Business

Response:

July 26, 2013

Review: Company wants to charge over $350 for stopping bad service, it doesn't work half the time.

In January of this year we ordered HughesNet internet. It worked for the first couple of weeks. I have called and chatted with customer service reps several times and nothing is ever done. I have even upgraded service thinking that it might help but it doesn't. I called to cancel service today and was told I would be charged $355 to cancel. Really, I made an effort to stay with this company by trying customer service and got no where for 5 months. I asked for a technician to come out thinking it might be my dish I was told they didn't do that, but I am being charged for that "just in case stuff". So why I am I paying for it if I don't get it? Also they have debited my card several times without my permission. This happened 5 times, it put me in the red and I am still paying for it even though I signed up for paper billing. They said they would take $20 off my bill every month for 6 months, that didn't happen either! I am tired of paying for service that doesn't work half the time and no one wants to help. They didn't live up to their great internet with fast speeds, so why should I be held to a contract that they clearly live up to? I need some answers and customer service is no help. I was passed to a third party company who wanted to charge me $99 to "look" at the problem....needless to say I just don't see how a company who makes statements regarding great service gives me one that only works half the time or not at all....I told the customer service rep now I understand why so many complaints have been filed against them, she said nothing ever happens. I am tired of being taken advantage of and shelling out for a service that doesn't work right is just plain wrong.Desired Settlement: All I really want is to send back my equipment and be done with the poor service and not be charged this outrageous amount. Because they didn't hold up to their end of the contract. There is no great service when it doesn't work half the time.

Business

Response:

July 1, 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, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] encountered with our service, we will cancel the account without penalty, bringing the closing balance to $0.00. A box will be shipped to the address on file after cancellation. The equipment would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] wound need to contact me at the number below of her preferred cancellation date. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] ###-###-#### Executive Customer Support [email protected]

Consumer

Response:

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

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

Regards,

Review: Difficulty locating proper phone number to have service terminated and speak to a person rather than a machine

Trying to terminate service with this company is like pulling teeth from a chicken. The phone numbers all had automated machines and no way to reach a person. Finally tried calling as if I wanted to start service and finally got a real person. Not that English was their first language, but a least alive. After getting about 10 different stories on how to do this and being told I would be charged a herendus $$ figure for early termination, I lost it. All said and done I did get them to send me a reimbursement. But I had a knock down drag out fight getting it. My advice to all how consider this company DON'T!! Anybody but them. You end up paying through the nose (or other parts of your anatomy) for really bad service. I don't expect this to get resolved beyond what I was able to accomplish myself. I just wanted to warn all who read this to seriously consider other options for companies to deal with. It will save you $$ and a lot of frustration.Desired Settlement: I don't expect a settlement beyond what I was able to accomplish. Just wanted to post a warning to others.

Business

Response:

May 7, 2013

Review: Hughesnet will not allow us to make payments on our disconnection fee. My wife and I have no issue paying the disconnection fee because it part of the contract we signed with Hughesnet. We decided to move and discontinue service with Hughesnet because we were dissatisfied with the service. Called billing and payments and asked if we were able to make payments. With all the other moving expenses $355 dollars would overdraft our banking account. The representative on the phone told us that they don't do payments and we would have to allow it to go to the collection agency before we could make payments. We have to take a hit on our credit in order to pay our disconnection fee? We are more then willing to pay it, we just can't afford to do it all at once.Desired Settlement: A payment option be made available so we can pay our disconnection fee.

Business

Response:

September 10, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding his service. Regarding request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. Unfortunately, Hughes does not have an ability to set up payment installments. However, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. To help offset some of the balance; Hughes has issued a credit of $150.00 bringing the amount due to $196.62. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Sr. Executive Customer Support ###-###-#### [email protected]

Review: My 2 year obligation to this company expired on 1-2-2014. On 1-3-2014 I found that I had lost my internet service. Since it was snowing here at the time, I gave them the benefit of the doubt and assumed it was from that, even thought we have had heavier snowfall and the internet still worked. On 1-4-2014 the sun was shining and still no internet. I called in to Hughesnet and the representative tried all of his solutions, to which nothing worked. He then told me they would have to send a tech out and I would have to pay for it, since my 2 years was up. I told him I was not paying for it and to just cancel my account. He then asked if he could transfer me to another person, to work out the payment. I told him fine, but I wasn't paying anything. He transferred me, and I got a recording saying the call couldn't go through and to call back. I tried a couple of more times and got the same recording. On 1-5-2014 I called in again to cancel. I spoke to [redacted]. After several attempts, I was finally transferred over to [redacted]. She told me if I would reconsider she could offer me $10 off for 6 months, a 1 week adjustment for the service I wasn't getting, and the tech would be out by Wednesday. (This call was on Sunday.) On Tuesday, 1-7-2014, I received a call from the local tech's representative. She told me they would be out on Friday. I told her what I was told by the company's rep, that they would be out by Wednesday, 1-8-2014. She proceeded to get very snotty and rude and told me that they were too busy and couldn't just run out to my house for one person. (Meanwhile, my son had ordered Hughesnet to be installed, which he was supposed to get on 1-6-2014. This same woman called and changed his install to Tuesday, 1-7. She then called again to change it to Friday, 1-10, saying that it was too cold to install. There was no mention to my son of them being too busy. He cancelled with Hughesnet, because of that woman.) I then told her to never mind, I would cancel. Finally got off the phone with her, and called back to Hughesnet on 1-7-2014, at 5:27PM. I spoke to [redacted] and told her I wanted to cancel. She transferred me to account management, where-after being disconnected twice- I spoke to Angel, at 5:33 PM. I told her the problem I had, from the beginning to the local tech rep being rude to me. She asked me, if she could find another tech, if I would stay. I told her I didn't think she could find another tech (I live in the [redacted] of Michigan, where it is very rural). She couldn't find another, so she called and talked to that local woman, who then told her another totally different story of why they couldn't come. She got back on the phone with me, told me her conversation, and I told her I wanted to just cancel. (I also told her something should be done with their local installer because she had lost 2 customers in less than 24 hrs. She said she would be bringing it to the attention of her higher ups, as she was not happy with the way she was treated, either.) Angel then told me I would get a refund for the full amount owed me, since I was billed on 1-2-2014, and had no service for the time I was charged. I received a notice by e-mail this week telling me I had an invoice generated by them. When I looked into it, they had given me a credit, but only applied it to my Hughesnet account, not to my credit card, where they should have. I sent an e-mail, asking them why they didn't give the credit to me and received a reply, stating that they would have someone call and explain their credit policy to me. This, to me, means the only way I can get the refund is if I re-open my account with them. I have not heard from them yet. I have filed a complaint before, with you, about this company because I couldn't get service done that was promised to me. When they were contacted by you, they not only fixed the problem, but also credited my credit card for a month's charge for internet. Since they obviously could give me a credit then, I don't see why they can't give a credit now. And, when I was told I would get the credit, I was not told of any stipulations or conditions on how I would get it. I even asked if the credit would be applied to my credit card and I was told yes.Desired Settlement: I would like my refund sent to me in a check, along with the interest that has accrued on my credit card for this amount.

Business

Response:

February 27, 2014

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, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Care representative reviewed all pertinent databases. After further review, the refund has been issued to the credit card on file in the amount of $55.04. Unfortunately, we would be unable to issue a refund of the credit card interest.

**. [redacted] may contact me at the number below with any additional questions.

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

Very truly yours,

Executive Customer Care

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

[email protected]

Review: called to speak to a supervisor was told a supervisor would call me back it has been 4 weeks now and still have yet to receive a call back

called to report service was down.sent a tech out and told me to call when the tech was done and would receive a credit for time down.called back in was told a supervisor would have to approve the credit placed on hold.came back and said the supervisor would have to call me back.never did.next day called in and a associate got the credit done but when I asked to speak to a supervisor was told a supervisor would have to call me back.it has been about 2 weeks now and still no return call from a supervisor..poor customer service and situation handled very very poorlyDesired Settlement: would like a call back FROM THE SUPERVISOR THAT WAS ORIGINALLY SUPPOSED TO CALL ME and apologize for the way this was handled and at least a month or two credited service

Business

Response:

September 18, 2013

Review: We have Hughes net as our Internet Provider. The service quality is very poor and very expensive for the service we do receive. Our internet service is very slow when it is working at all, and if we call in the first question they as is, "is it cloudy?" If it rains,or snows or it is cloudy, or if it is sunny and a large flock of birds flies over the internet goes down. To try to get to someone in [redacted] is next to impossible, so getting anything taken care of is a very long drawn out process because you have to spell things out 3 or 4 times so they can almost understand what you are talking about.Desired Settlement: I would like to be able to cancel the rest of my contract without penalty or financial obligation.

Business

Response:

April 8, 2013

Review: I authorized Hughes Net to get $96.23 from my checking account but they got $192.46 instead. They said they would give me my money back if I give them a debit card number. They said it would take a week to get the money back, by that time I would be due again to therefore they would take out anouther $96.23 any way. I didn't want to give them a debit card number, so they said it would take 8 week if they mailed me a check. I took the money electronically, why couldn't they give it back electronically.

Business

Response:

April 5, 2013

Review: We have had HughesNet internet service approximately two months. We feel it was misrrepresented in its claim to have adequate data for us to have normal internet usage with 5G of data available. After 2 weeks we were out of data and had to buy tokens to get 2G more of data. 2G of data was gone in a few days. Under the circumstances, we felt upgrading to 10G would not help much.

We are Realtors and search for listings online for clients and answer approximately 20 emails a day.

My granddaughter is in Early College and she has homework and projects to do online. She did not have enough available data with HughesNet to be able to even complete her homework. She could not do her assigned projects because she had to watch videos online. As a result, we have had to get [redacted] internet service with unlimted data so she could get her projects completed .

We are extremely dissastisfied with HughesNet and want to cancel. But they claim that if we terminate our contract, we will have a huge cancellation fee of $400 or more since we supposedly signed a two year contract, which incidentally we have never seen. We want their equipment out of our house - we will even take fhe dish down and return the equipent to them but we have no address for them. Is there anything the Revdex.com can do to help us?Desired Settlement: We want to terminate the service and have HughesNet remove their equipment with no further charges.

Business

Response:

May 31, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and would like to cancel her account and have the equipment removed. After further review, we are unable to locate **. [redacted]’s Hughes account. Hughes will need the phone number or account number associated. We would need **. [redacted] to contact me directly. We left a message on 5/31/2014 and are awaiting a response to bring closure. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Inaccurate billing via Hughes Net. Service was cancelled via ME. I was told by Hughes Net Rep: [redacted] (supervisor) On February 14th 2014 that my bill would be ZERO as a courtesy of cancelling my service early. He claimed that he would be sending me a PAID IN FULL receipt. Hughes Net case # [redacted] Instead, I received a bill for $193.32 from a [redacted], [redacted] atty office. I called back to Hughes Net and talked to a [redacted] who indicated that my bill was showing a balance of $83.77 I paid the $83.77 as they were waiving partial fees, but not all. Reluctantly, I paid the $83.77 via my CC to spare my credit. I was assured that the balance was now paid in full for the second time. Then today, May 7th 2014 I received another nasty collection letter from [redacted], [redacted] for $25! I called back to Hughes and asked what their records show. After a long wait, (23 Minutes) I was informed that "as a courtesy" the $25 fee would be removed. I have heard this one before with this company. I am requesting my extortion money of $83.77 paid back in full, as I did not owe this in the first place. My advice, steer as clear as you can from this HORRIBLE excuse for a company.

Order_Number: Acct # [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a FULL refund in the overpayment amount billed via Hughes Net. $83.77 AND a full deletion of my records from their company. NEVER again will I use this company, or recommend them to anyone.

Business

Response:

June 2, 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 have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, our records indicate that **. [redacted] was advised based on the case number provided of ([redacted]) that he would be responsible to pay the $83.77 which was half of the fee charged. We received the payment on 04/16/2014, bringing the amount due to $0.00. Unfortunately, we will be unable to issue any additional refunds to the account. We attempted to leave a message with **. [redacted] to advise him our decision but we were unsuccessful. **. [redacted] may contact me directly with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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: The "Early Termination Fee" was already waived by a Hughes Net Supervisor, as I already expressed in my original complaint. The $83.77 was paid on the 17th of April as indicated. I consider that "Ransom" money, as I did not owe it in the first place. It is ransom money, as I was receiving nasty letters from a collection agency, threatening to harm my credit rating if I didn't pay. All fees were already "waived" prior to paying the $83.77 what on earth is this money for? I am not satisfied with this response, at all. I will be happy with a 100% refund of my $83.77 that was extorted from me.

Regards,

Business

Response:

June 04, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] again on 06/04/2014 to resolve the outstanding matter. It is our understanding that **. [redacted] has some additional concerns regarding his HughesNet service. Hughes has again checked the case number provided in the letter and the case number on 04/16/2014 ([redacted]) indicates the amount that would be charged was $83.77. It also states **. [redacted] agreed to the offer. The remaining amount due was $193.32. Hughes adjusted $84.55 of that amount and the 25.00 returned check due to **. [redacted] disputing his 02/01/2014 payment of $68.32 that bounced back to the account. In order to bring clarity to **. [redacted] concerns he would need to contact me directly. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I have not received a full refund of $83.77 my next step is to contact my CC issuer and explain the situation to them, in hopes of a chargeback. I have nothing to discuss with Hughes Net on this date, or any other date for that matter. Your companies behavior practices are well noted within the public, and on a personal level of everyone that I come in contact with. I supplied all the pertinent information, and have clearly stated my case. I did NOT have a "bounced" payment. I asked one of Hughes Net' reps to MAIL me my final bill. I then switched banks. My final bill NEVER came, until I received a notice from the Collection Agency. The amount listed was NOT correct, as was nothing with your company. That is when I contacted Hughes Net about the overages, and was informed that ALL early termination fees would be waived. That is the whole reason for this complaint, because I received a notice from the collection agency in the amount of near $200. I was strong armed into paying the $83.77. Never did I agree to pay this amount as stated in your latest response. I was forced to pay it, or great harm would have been done to my credit rating. Shame on you Hughes Net, and your practices. I will not call Hughes Net in regards to this issue, as I have already contacted the company on multiple occasions, and deemed that avenue useless. I will contact my CC issuer, explain that I have tried in good faith to resolve this issue amicably with Hughes Net, but was unsuccessful. I do not feel it is right to extort money from people, utilizing their credit rating as hostage. My hopes are that my CC issuer feels the same and issues a chargeback on my behalf.

Regards,

Review: I was told that I would pay $199.00 for installation fee and $200.00 Deposit which I would get back in 5 days.My payments would be $39.99 per month for 24 months.After not receiving my deposit I called themand they changed they're story..Instead of taking out $400.00 they took $448.42 then another payment for $46.94,thats a double payment, then they said my payments would be $39.99 for 3 months then go up to $59.99there after.They said the Deposit was a mail in rebate and that I had to have a receipt and 2 invoices to get which I never received and turned in within 30 days.They said that I was purchasing the equipment which I was not, noone said anything about buying the equipmentThey have lied from the get go.I'm poor and can't afford mall the money they are talking about,I hadto use my rent money to pay the Deposit which I should have got back in 5 day and I coud pay my rent.They have hung up on me many times,apologized for the inconvience but they couldn't do anything.I talk to 3 supervisors, 1 said she would give me my many back and cancell my service then the guy that was to do the paperwork said he couldn't do it and wouldn't let metalk to the same supervisor.They have lied over again,they don't want to work with me Iwill recommend no one get service from this company.Desired Settlement: cancel service and don't contact me again/ Full refund, service isn't good either case# 3[redacted]

Business

Response:

April 2, 2013