Hughes Network Systems

Review: Was tricked into signing up for service with a rep that stated false information over the phone (lying about data distribution and neglecting to mention key features of the service that had I known, would not have signed up for)

when trying to cancel said service, the representative stated stated (erroneously) that I had 24 months on my contract, when the contract I signed and was holding in front of me said it was a 13-month deal. When trying to cancel said rep was extremely rude and curt concerning my situation, and disconnected me twice.Desired Settlement: Hughesnet needs to explain its services better instead of trying to trick people into signing up for the services. I know that I will never see the cancellation money or the close to $100 a month that I paid for worse-than-dial-up service, but others need to know about the shady practices being used by hughesnet.

Business

Response:

August 12, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on August 6, 2013. On July 28, 2014, [redacted]’s account was cancelled. Per [redacted]’s letter, Hughes’ doesn’t have a 13 month commitment period. Hughes’ commitment period is 24 months. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $250.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit in the amount of $125.00 to his account representing half of the early termination fee. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Review: It started Dec, 2012 I had Hughes Net internet service to get service you have to have a debit card on file so they can take your payment each month. Well it was fine for almost 3 yrs until Dec, 2012 they started debiting my account twice my bill and another charge of $56.94 a month. I have called every month complaining and they said they would take care of it, as the months went on I had charges to my account for paid item fees because they took the additional payment. I finally got tired of the excuses and no one listening to me so I went to my bank paid the fee in June 2013 to stop debits for 6 months, I also went online to my account and zeroed out my card number. Well it stopped and then on June 30, 2013 they shut my service off for nonpayment. While all this was going on I had 3 way conversations with [redacted] and Hughes, with [redacted] trying to help me settle this, because they started accusing [redacted] for stealing my money. I've been called a liar, hung up on, giving multiple case numbers, switched to many people, then finally I made contact with this guy [redacted] who has been the only one helpful to this point, he put me in touch with [redacted] sometime around June 13, 2013. [redacted] is with the advanced billing dept he took over the case he said. He started out not calling or updating me I would get messages to him from [redacted] email, then he call me in August telling me he had the okay to give me a refund, he had me email my credit card numbers to him and said they would put it on my card with in 5 business days. I thought that was it, now today I still haven"t gotten a refund so I called again some women was relaying the messages to [redacted] then back and fourth, they said because I zeroed out the account numbers on line that they would have to mail a check but I would have to wait another 45 business days. I was made and told them they had all the correct info [redacted] checked twice with me to see if it was right and now they won't give me my money for 45 days. I have emails, cases numbers, verizon phone bill showing my contacting them and if they called me, I have names of people I spoke with, bank statements showing what they took besides my bill, dates, times ect.Desired Settlement: I want my money back with 300.00 pain and suffering from all the calls stress, over drafts, not being able to pay another bill because they took extra. They gave me a total of 384.64, I deserve the extra 300.00. I want them fined for treating customers so badly, stopped from taking people's credit cards so they can charge what ever when they want. I want my money ASAP, federal expressed, walked here, debit what ever, I have had my share of Hughes net, I also had to find another carrier who I have to pay 30.00 extra a month for the same internet service I was happy receiving and paying for for almost 3 yrs. What ever can be done. And an apology from them. The total is 684.64 that's what I think is fair.

Business

Response:

September 10, 2013

Review: I had filed a complaint a few months back with the Revdex.com in regards to a matter with Hughes Net. I received a call from them with a resolution agreeing to let me out of my lease and refunding me $108 as well as boxes to ship the equipment back. Several days later I recieved the boxes to ship the equipment as well as a bill for $4. I paid the bill but have yet to recieve the refund. As soon as I have the refund I will be happy to send the equipment back.Desired Settlement: I would like them to honor the $108 refund they promised.

Business

Response:

June 21, 2013

Review: After faxing proof of checks clearing bank, the company insists I am outstanding one billing cycle payment. Problem started when I upgraded to [redacted] program and new equipment installation ($218.01, including tax) on January 4th, 2013. First they stated I owed for December, so I sent proof of check clearance from bank. Then second call it was a different story, stating it was the January payment, so sent a fax copy of cleared check. They have failed to fix this problem, stating I owe an additional $86.12 above the installation fee, yet my current payment for March was made and recorded (according to their invoice at website) was made, which left the balance owed for installation until next billing cycle of April 10th or April 12th. When upgrading this problem started, and they changed by billing due date to the 10th of the month and another invoice showed 12th of month. In addition, they have not sent me a paper invoice to my address since January of 2013, but still charge me a $5 fee. The last time I called they stated the extra charge was advance payment required - I had already initiated advance payments in billing cycle when I first became a customer in 2011. Since all payments are current (to March billing cycle) minus the installation fee which I will send this month, overcharge of $86.12 is still present on my online invoice. I asked for paper statements because I continually have difficulty with their online service.

Today, March 10th, I called once again to attempt to fix this problem and got the same problems that the person stated what was on their computer screen and not showing I proved with four fax'd cleared checks that I was current, plus the check recorded for month of March (paid until next billing cycle in April). This problem began when I upgraded to [redacted], including the problem that their website was not allowing me access to my account.

This last call, the person, [redacted], stated that I will be charged $5 fee even if I do not receive a paper statement because I am not on their automatic payment program. I cannot trust these people with automatic access to my account, especially since it is my checking account and it would cause problems when they cannot keep my account straight. If this practice is not against the law or under any business ethics regulation - than it should be. Customers should not be charged a fee when they do not receive paper statements and told that fee will be charged (even when I go to website and print out invoice there) if I do not go on their automatic payment plan. It is bad enough I am on a renewed 24-month contract, because they said I have to extend my contract for upgrading.

This customer does not or at least the employees there are not informed what "customer service" is. Despite faxing copies of cleared bank checks showing my monthly payments were up-to-date, they refuse to correct my account - especially since they cannot show what those charges are for except erroneously stating that one month was not paid -- and that month changes when I call to fix it.Desired Settlement: I want my account repaired showing present payment for installation including taxes of $218.01, to be paid this month and no payment due until April billing cycle and a firm due date (April 4th, April 10th, or April 12th). I also do not want to be charged a $5 fee when I can print a copy of my invoice and mail a bank check. I also want their website to allow me access to my account so I can perform required account management and printing invoices for same reason.

It is odd that after I the person hung up on me at billing offices, I could not access my invoice in order to attempt to print it again.

This nightmare began when I upgraded in January of 2013 to [redacted] system. I already lost a good deal of money since I previously owned my equipment (Hughes-9000) for which I could not get credit for. In addition, I cannot obtain my $50 rebate because they have not sent a paper invoice or have been able to print two invoice proofs that I pay my bill as part of the rebate requirement. So I am also losing $50 from that.

In all my long years doing business, I have never been so frustrated and depressed over the circumstances involved in this nightmare. Despite my proof, employees still consider wha they see on their screens as correct. The last call or the previous one, I asked to speak to a manager who did nothing to fix the problem and told me to write to the corporate office in Maryland. I do not understand why they cannot see with copies of cleared bank checks that this has not been corrected. When I fax'd the documents, I did not receive a courtesy email notifying they recieved my fax and the fax system verified being sent to their fax number at:

I was so upset during the last call I began to raise my voice, and I apologize to [redacted]; however, it seems he was trained to say "NO" no matter what proof was presented - especially after 4 or 5 phone calls and speaking once to a supervisor. I should not be this upset, I had to take a blood pressure pill after I discovered while put on hold, the line disconnected and I could not access my account online to try to print the current invoice.

I do not care about apologies, I want my account corrected.

Business

Response:

March 13, 2013

Review: I upgrades to Gen4 and was not made aware of their Fair Access Policy.

We have been customers of HughesNet for about a year but could not stream Netflix or youtube videos. We wanted to cancel our satellite TV subscription and just stream Netflix. We decided to upgrade our satellite internet to Gen4, which promised better speed and the capability to stream Netflix. The cost to upgrade was $200. After the upgrade we were able to stream Netflix but everyday around 10am Netflix stopped working and our internet speed was very slow. It started working again the next morning. I finally HughesNet and a recording told me I had reached my internet download and upload limit (there is fancy name for it but I don't know what it is) and I had one free token to use to restore my internet speed. Then the recording read their Fair Access Policy to me. I was appalled and felt deceived as I was never told about this. We would have never upgraded if I had known about this policy. I talked to several customer reps and demanded my upgrade money back. The best I got was 15 free tokens and $10 off my bill every month. I feel they are using deceptive business practices. Their advertisements led me to believe that Gen4 would be similar to broadband internet without limits.Desired Settlement: I would like my upgrade fee back. That was $199. Also I would like to cancel my service without a cancelation fee.

Business

Response:

March 26, 2013

Review: Continuation of complaint # [redacted]. The complaint was closed and it was not completed on my end. Let me note that I was in the hospital from 7-1 to 7-4. After coming home from the hospital there was a message on my phone from hughes net that I could not understand. I am just now getting back on my feet to get things done and I see that you have closed my original complaint. I requested my refund to my charge card on 5/18/14. I had a billing cycle of 6/2 and 7/2 and the refund was not posted until 7/4. I want my interest I was charged by the credit card company for the 2 billing cycles of 16.99%. Also, they were supposed to have my phone line repaired that they cut. They never came out and repaired it, so my husband went and purchased the supplies and repaired it himself. I want him compensated for this. It should not have taken them 48 days to reimburse my credit card company, when it took them less than 1 minute to take it out.Desired Settlement: I want my interest of 16.99% for $170.85 reimbursed for 2 billing cycles.I want my husband compensated for the materials and travel and time for repairing my phone line.I want Hughes Net to call and sp/w me and not leave a message that I can't understand. I would prefer they call me on my cell phone ###-###-#### because I will be going to physical therapy on a regular basis.Until this is resolved, I do not want this case closed. I am not satisfied with this company!

Business

Response:

August 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] on complaint ID [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Regarding [redacted]’s latest concern, we have refunded all monies paid to Hughes by [redacted] and Hughes isn’t responsible for any interest assessed by her bank for two billing cycles. It is suggested that she consult with her bank to waive those interest charges. Regarding [redacted]’s damage claim, the distributor tried to reach her on several occasions according to our records. [redacted] will have to contact the distributor [redacted] at ###-###-#### to inquire about any possible reimbursement of repairing her phone line. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: Shady service and billing practices. Does not provide services or bandwidth speeds offered according to contract.Or provide statements for services.

Bandwidth throttling to residential customers, does not offer speeds as per contract agreements, and charges outrageous fees to consumers that are unaware of Internet services and their rights as consumers. In short the business steals from customers because their are not technically savvy. Their download speeds at 1Mbps with Uploads less than one tenth of a Mbps. They consistently throttle internet speeds to accommodate for their inability to provide service to residential customers. As a result they favor Business that are able to absorb these costs. A company similar to Hughes Net ([redacted]) is in a Class Action Law suit for this very same reason, I am seeking this action against Hughes for Monopolizing areas that are unable to gain access to fair prices for services mentioned in this complaint. The do not provide a full billing statement to their customers as well. As a result customers are not given a option on the services they wish to pay for. The company needs to be sued to prevent them from taking advantage against their subscribers!Desired Settlement: I will return their devices in exchange for reversal of fees and excessive charges brought on by misrepresentation of service and fess.

Business

Response:

September 3, 2013

Review: The complaint is with concerns to the "impression" Hughes Net gave to me as a customer here in [redacted], that I will be provided Internet Service by

them. I paid Hughes Net only to find out after the first month the internet service had not worked throughout the day and suddenly turned off

and on continuously..

When I made a complaint Hughes Net then mainly beat

around the bush about 'soon' I will receive service.. but after nine complaints I was finally advised by Hughes representatives that their company has problems with their Satellite in the city vicinities and that

I am on "a point system" which I was never informed of at the initial service contract by Hughes Net.

Nonetheless I advised Hughes Net that their service was not a "service" and they had given a very false impression of how or if it were able to provide Internet Service in a regulated manner. I asked to cancel the service and had gone out of my way and returned the inside equipment. I do have the receipt demonstrating this return. Yet, after all the trouble

with this company, Hughes Net has now sent a sudden " demand" letter stating I owe $421.92 and has threatened me by means of collection. This is highly deceptive since they never provided services as promised with

the exception of sparsely and wavering service..

Moreover after the first week I was promised they would fix the problem. Then after a month I realized Hughes Net is a problematic.. interruptive service company and

was very much aware of its trouble and after a month of empty promises to fix I asked Hughes Net to cancel and reimburse me for false impression of providing normal regulated Internet Service..

Please know my [redacted] Card company has already looked into the matter and had the problem with Hughes

Net adjusted as was credited back to my card. So I do not understand now this new attempt by Hughes to demand this outrageous payments of $421.92.

Kindly know, as well, I have additionally requested Hughes Net on three separate occasions to come and remove their [redacted] Equipment that is on the outside premise whereby they are able to access at anytime in order to remove and haul out.

Thank You again for assisting me with this very unnecessary trouble. Please know I am a student and I am presently attending Summer School and have very little time for this headache by Hughes Net.

Sincerely

[redacted]Desired Settlement: I do not understand now this new attempt by Hughes to demand this outrageous payments of $421.92.

My association would naturally like to have Hughes Net remove their equipment out of the premise here as soon as possible.

Business

Response:

August 4, 2014 [redacted] 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 are unfortunately unable to contact the [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. In order to bring resolution to [redacted]’s complaint, Hughes would need the account number or phone number associated with the account. [redacted] may contact me directly with her account at the number below. Hughes is wholly committed to clarifying the nature [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with [redacted]. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: Services canceled. Money continues to be drafted out of my acct.

On Feb. 7, 2013, I called and spoke with [redacted] at Hughes net to cancel services. At this time I received a confirmation number and was transferred to another line that went directly to a recording stating that the call was not connected. On march 5 $67 was drafted out of my acct. I called Hughesnet again to request money be refunded since I had terminated services. The customer service rep. Stated that he had seen where my request had been noted on my acct. Again I was transferred to another line stating that my call was not connected and I must call the 800 number back. This is what I did. This time, [redacted], another customer service rep. Informed me that my acct was still active because I had not spoken to accts management. I told him I did not wish to be transferred because each time, it was the same recording. He assured me that someone would be on the line to help me. He was sending me to a "direct" line. Yet again, the same recording. I have spent over 120 min on hold and speaking to several different reps only to be given the run around. I almost fel as if this is a ploy just to keep your money! Before this incident, I referred my friends and family to hughesnet, but after this, I certainly will not. I feel the only fair resolution is to credit my acct back and cancel my services. If the rep provided a confirmation number and it's noted on my acct that I wished to cancel, why must I tell several other depts?Desired Settlement: I want my last months bill credited back to my acct and services terminated.

Business

Response:

March 21, 2013

Review: I never signed any papers when I started services and canceled services after a couple months because of bad service. I was told I would not have a cancel charge on my credit card and I was charged 328.54 after calling them they told me they would not refund all my money but would refund 198. within 30 days and I have not received anything and it has been 45 days! I was told I would not be charged anything and that a supervisor would contact me about the issues, I never received a call and was charged the next day on my credit card and never issued a refund of the amount the promised to refund me. I never signed a contract or any paper with this company but they claim they have papers with my signature on them. I asked them for copies of this contract with my name on it and they refused to give me them, I told them I was never told about a cancelation fee at all and they said that I signed papers stating that if I canceled in the first 90 days I would be charged a fee, I cancelled just a week after the 90 days never signed anything at all and have been trying to resolve this issue with them I have called several times and have gotten no where!Desired Settlement: I would like a full refund of the 328.54 applied to my credit card

Business

Response:

July 30, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. “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 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 refund for half of the early termination fee of $192.50 to the account credit card on file. This is the amount that was advised by our support team that would be refunded. Attached is the signature that agrees to the terms and conditions of our service “during the service activation” which includes a (24) month commitment. Please see the full terms at http://legal.hughesnet.com/Home.cfm. [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, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: I am continuing to be billed for internet service that I never received at all at any time. I'm being charged a deinstallation fee of $100.00 + $8.25 for taxes on this service=$108.25, which customer service promised would be waived. The bill is for a total of $108.25. I never received even one second of internet service. I've spoken to customer service rep's & management regarding this. They don't provide an address with their bill where I can contact them in writing. I'm done with speaking to their customer service department & management. They lie, shoot the breeze & promise that I won't have to pay for service, installation & deinstallation that they claim is free. I've moved & they've my life just miserable. Something should be done about their illicit business practices, empty promise, lies & deceipt with their installation, defective equipment, & empty promises that I will be a full credit for the nightmare that they've put me through. I'm a 54 yr. old woman. They changed my password from [redacted] to [redacted] to insult my intelligience. What type of business practice is that? Isn't that discrimination & harassing someone's intelligience? How professional is that anyway? Why do their customer rep's & manangement constantly lie & tell a customer that there service won't be billed since there wasn't any service even provided. I shouldn't have to pay for installation or deinstallation for a service that was never provided. I'm tired of this mess & can't even be given an address where I can write a complaint to. I was hung up on at least 25 times by their customer rep yet they always call wanting a payment. Something needs to be done about this disception & horrible business practices. They are inept & treat people like they are dirt under their feet. I wish that I'd never heard of this company & want this settled & for them to stop calling me. I'm not paying for something that wasn't ever received or provided.Desired Settlement: I want the $108.25 to be credit to my account which is [redacted], Invoice #: [redacted] & issued on 10-15-13. I want them to stop calling & harassing me over a bill that I don't owe in any fashion. I'm tired of being harassed & lied to. Please have them credit my account. I'd also like an apology letter as to how incompetent their employees, management & service is. I didn't deserve to be lied to & treated like I have been. It was insulting to have my password changed from [redacted] to [redacted]. They are the slow ones & completely incompetent. I have a Bachelor of Business Administration degree. I'm shocked at how the company if run & how terrible that they treat their customers. I want this settled asap. I want the phone calls to stop. I want a letter of apology as soon as possible along with the adjustment on my closed account. I'm done with them & want it publsihed as to what a horrible company they are.

Business

Response:

November 21, 2013

Review: I ordered Hughesnet in Sept. 2013 after a lengthy discussion with the sales rep explaining what it was to be used for (streaming video with Netflix, etc., browsing, school projects, etc.) and was assured that the package 5 GB would meet my needs ($39.99) and that I would be able to stream at least 2 videos daily per month with no worries. I was very adamant that I was a single mother and could not afford larger packages and thoroughly explained what I needed. Never was I told about a 2 year contract, or other charges that would be billed monthly making my bill more than expected monthly. Once we had service I noticed that my data was being used everyday even when we were not on the internet. It is password protected, but they insisted someone in my neighborhood was using it. It has continued every day since and this service is always running out of data before the end of the month. We could not use it for anything the sales rep and I discussed originally as streaming 2 videos would eat all data and leave us without for most of the month. When I called to pay my bill in December, I asked that my service be canceled because it was not meeting our needs and the cost was more than I had agreed to. The rep told me that I could increase to 10 GB per month for $10.00 more and assured me that this would be more than enough to cover our needs. She also assured me that it would be free for 3 months and so thinking it was free for 3 months I agreed, and thought I could cancel before the 3 months was up if it still didn't meet our needs. I was billed immediately $9.36 for this change, so it was not free after all. Also, 2 days after upgrading and 2 movies later, my data was again depleted???? I have called several times to get help with these issues and again this week asked that my service be canceled because their service was not accurately explained to me in any of the calls and I felt deceived by the company. Their service did not remotely provide anything that was promised by their reps. Now they inform me that I am in a 2 year contract (first time I heard of this), I will owe over $350 for cancelation fees for breaking the contract and if I can not climb two stories on top of my house to retrieve their equipment, I will owe another $300 for unreturned equipment. They actually expect me (almost 50 yrs old) to climb on top of my house and get this radio piece to return. I explained that I am afraid to do that and felt I would fall and kill myself. The rep asked...can't you get a friend or neighbor to do it? Seriously? I would not ask anyone to do that and risk injury or death. Then they offered for another $100 to come get the radio piece only (not the whole dish). After all of this, I am so sorry that I ever set up service with Hughesnet. The have never been truthful in any of the calls I've made and was only deception. I feel they take advantage of people and prey on unsuspecting customers and charge them for things that have never been explained when signing up for their service. The cancellation practice was never explained and it is way to much money to get out of a service that is not as advertised when signing up.Desired Settlement: Since representative of the company have not been truthful and have sold me a service that was not explained completely from day one I would like: 1) to cancel my service with no fees, 2) to return the equipment with no fees and 3) for them to get their equipment off my roof with their trained professionals with no charge.

Business

Response:

February 5, 2014

**. [redacted]

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 service was activated on September 19, 2013. On January 14, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $370.00.

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 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 her account representing half of the early termination fee. In addition, we can schedule a onetime courtesy dispatch to have her radio transmitter deinstalled so that she can send her leased equipment back with the return kit that will be provided.

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 ordered internet thru Hughes. They did not disclose to me that they are incapable of handling gaming consoles on their internet. I called. They said they would cancel my service. They reactivated my account without my knowledge and are now failing to return my money to me.Desired Settlement: They should have to disclose to anyone ordering the service, even if they don't say they will be gaming, that they cannot support game consoles with their internet.

Business

Response:

May 30, 2013 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted]Case # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have unsuccessfully 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. As an executive courtesy, Hughes has issued a refund in the amount of $93.25 on 5-30-13 to the credit 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, [redacted]Executive Customer Support[redacted]

Review: HughesNet (Network Systems operates under different brands, and HughesNet is the brand for the internet provider) offered satellite internet service for a property that I recently bought in [redacted] CA. I went through their website where I entered the proper ZIP code for the address of my property ([redacted]). The website stated "Congratulations, HughesNet Gen4 is available in [redacted]!" Below on the same page I found the price offered for the different plans and to lease or purchase the required equipment. I wanted to buy the equipment and the price offered on the web page for my zip code was $299.98 The language used was "Save $100‡ Instantly! Offer ends 9/30/14 $299.98"

I called their phone number (###-###-####) and the agent told me that the price for the equipment was $399.98. I explained to the agent that they were advertising on the website that there was an offer for $299.98. He told me to hold on for a second and right away he told me that "my zip code was part of a "managed bin" and that they wanted to limit the number of subscribers and as a consequence the price was $399.98. I told the agent that I was on a web page that was advertising the promos for my zip code and that the price for the equipment was $299.98. He told me that his computer did not allow him to change the price and that his managers were not able to override the computer numbers either. At that point, I thanked him for his time, I told him that they were engaging in false advertisement and I declined their servicesDesired Settlement: First, they need to be stopped from engaging in false advertisement. And quite frankly, I think that they need to be investigated and fined, otherwise they will continue doing this. After this incident, I checked their online reviews and they were terrible. Some of the reviews spoke about false advertisement as well. You need to help us to stop these businesses to take advantage of consumers. There should be consequences for them.

Business

Response:

July 22, 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 the price he was quoted when attempting to order our service. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. In light of the issues **. [redacted] experience with ordering our service; Hughes will issue a one month service credit to his account if he subscribes. **. [redacted] would need to contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: This company is very difficult to work with. It has taken me several attempts to try to correct proble** that I have expeienced with them. It is extrememly difficult to rectify proble** with them, it takes several attempts, and several different individuals to get a problem solved. They are not very willing to let a person out of a contract even if the services provided are not working properly. I do have documentation from a representative from the comany from back in June/July trying to recitify a situation with them, that kind of just dead ended. Then I again this week experienced another problem with them, and was able to recitify part of the issue but not to my satisafaction.Desired Settlement: I would like to discontinue the service but not have to pay the early termination fee, as they are well aware that the service has not worked properly from the beginning.

Business

Response:

November 12, 2013

Review: The problem started when we switched to their GEN4 product and was not told it would extend the contract by 2 years. I asked 3-4 times how much our bill would be then when billed was higher. We moved but they was unable to give us service for 2 months and it would have been longer if I had not called to see if we was ever going to get service. Then extended the contract again. Our payment was taken out of our bank account every month but I did stop it because I couldn't get anywhere with them it would be a different story whenever I called. I received a debt collector letter the other day wanting $691.65 that Hughes Net has tried to get in contact with us about our account which is not true. Unless I call Hughes Net I never hear from them no phone calls , mail or e-mails. I am tired of fighting with them because its an argument every time. My contract is up June 16th 2014 and I have not been using their equipment because its worse then dial up internet. I would like to be done with them now because of being lied to and pour service but they won't let me out of contract. I hope you can help find a solution.Desired Settlement: I want out of my contract

Business

Response:

February 6, 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 his HughesNet service.

Our Executive Customer Care representative reviewed all pertinent database records prior to attempting to contact **. [redacted].

We have issued a credit for the early termination fee and service. The remaining balance consists of the equipment return of $300.00. This needs to be returned.

Please be advised that our subscriber agreement contains specific language advising our customers “Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.”

If **. [redacted] needs any assistance he may contact me at the number below. While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

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 Care

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

[email protected]

Review: INTERNER SATELLITE ISSUE!!!

Established 2012

1st call to Hughesnet 3/17/2014 2nd call 3/28/14. No local service connection! I have satellite!

I just want my service back working! I want a technician sent out to my home to correct the problem. This is a 5 year contract but after 1 year there is no local connection. This is ridiculous! Bad business sense.Desired Settlement: No settlement yet!! Just fix the service contracted for.

Business

Response:

April 22, 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 and is seeking a complimentary dispatch. “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.” In light of the issues **. [redacted] experienced, Hughes has created a complimentary dispatch for a technician to arrive on site and preform a diagnostic. A technician will contact **. [redacted] for a convenient time to arrive on site. **. [redacted] may contact me with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: When I contacted Hughesnet I was told that since I was a first time customer I would receive free installation and a 30 day money back guarentee. They finally came with the right equipment 3 days after I was supposed to have it. The installer tried to charge me for the equipment (pole). He improperly installed it in the ground with dry cement. After I tried many times to connect to the internet I called their "tech line". After being put on hold for almost an hour I hung up. It took me 2 hours the next day to terminate my service and was told they were charging me about 52.00 for the service.Desired Settlement: Free should mean free and since I cancelled my service well before the 30 day period I shouldn't have been charged.

Business

Response:

March 12, 2013

Review: Keep trying to collect payment for service I dont have.

Acct # [redacted] Internet service only.

Paid first month (nov. 2012)although service was only for about a week.

(nov. 18th started with another company)

Called Dec. 8th to make sure acct was closed,and no further billing would occur.

Received email from credit dept. stating acct was closed.

My credit card was billed for Dec. anyway I stopped further action from Hughes billing and They returned payment- stating it was showing as a credit to my acct already. So I told them to return to my Card and they did.

Received letter from Hughes dated Jan 4th 2013 That they have been unable to process billing me for my service and they would disconnect my service in 7 days.(I have not had service since Nov.18,2012)

And I have been harassed every since.

The latest being through a co. named [redacted] Who when asked what this was for stated she did not know --just that they stated to collect 61.66 from me for service.(she had no infor. pertaining to dates of service) I tried to explain that I had not had service since a week after connecting due to service issues and acct was closed and they refunded dec. amt since it was billed in error. She got an attitude so I did also and we disconnected.Desired Settlement: Hughes net was pd for a full month of service that was used for about a week.

the dec payment was returned and I have nothing else to do with them.

As far as I am concered we are through.

So stop the harassing and inform the credit dept and billing or orders dept.of this.

there should be lots of notes about this in their records. I have returned calls repeatedly and they state its taken care of then weeks later a new party is contacting me for the same thing.If this is the wrong office pleas

Business

Response:

March 4, 2013

Review: HughesNet never discloved a manditory 2 year service contract even when asked and monthly bill higher than originally quoted.

when my husban and I first contacted HughesNet I asked if there was any contract and I was told no and I was quoted an amount of $59.00 monthly with equipment, but each month my bill was much higher than origional quote and when I quested why I was given a run-around answer. When I notified Hughesnet of our dissatisfaction with the service and billing pratice and we were going to stop services with them we were informet we were being charged an early termination fee of $300.00 and I informed them at that time we never agreed to a 2 year contract for internet servicesand I aldo informed them that we refuse to pay on these groungs. I had contacted HughesNet on several occassions during the three months we had services with problems with the services and each time I was told they were going to take off for the time we did not have use of the service but instead we received a highed bill each month.

There was never a time during the three months we had services that I was able to go to my computer and get on the internet without problems and most of the time even using their tech services the issue was not resolved so I still did not have use of the services we were expected to pay for at a higher price than quoted.

My husband is a disabled veterin and I am disable as well. We are both seniors on a fixed income and I try to supplement our imcome by being a tax professional and to do so I am expected to have so many continued education classes which I cound not take because of HughesNet desecptive practices.Desired Settlement: Our desired settlement is to be reembursed for allpayments made to HughesNet and for them to stop them from attempting to collect $300.00 for a contract we never agreed to in the beginning. The address I have for HughesNet was not lised on your sellectin screen, but I hace the address on their billing statement:

HughesNet Network Systems

PO Box 96874

Chicago, IL 60693-6874

My Husband [redacted] is not as formalure with this as I [redacted] is so if you need to talk to someone it

Business

Response:

July 3, 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 his HughesNet service.

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 her 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.

After further review, in light of the difficulties **. [redacted] encountered with our service we issued a credit of the early termination fee in the amount of $385.00. There is was a remaining service fee of $70.68 that we reduce to $59.00. This amount needs to be paid to bring the closing balance to $0.00.

While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

**. [redacted] wound need to contact me at the number 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 Support

[email protected]