Hughes Network Systems

Review: I have got unsolved and multiple ongoing problems with internet and phone services with Hughes.net since I signed up with them 3 weeks ago: 3 weeks ago, I purchase un unlimited internet service with higher speed as my former provider was too slow. I found out, after all, despite of what I had been told that this internet is limited and that I had to purchase more MB to use it the entire months. Then I discovered, it has not been said to me as well that my current phone service is incompatible with the internet service and that I had to purchase their phone system. I was told that it was cheaper than my current and that I will have unlimited domestic and international calls landline and cell phone. First of all they forgot to put in place the international system and I had to call twice to have it on and today, I I have called these people 7 times and nothing is solved despite of what they say and promise. Please, find below the cases# they gave me: found out that my international calls to cell phones don't go through! #[redacted] Problem with the wifi#[redacted] Trying to solve the wifi problem#[redacted]: telling them they forgot to put in place the international plan#[redacted] (waving of one month of international plan)#[redacted] talking to [redacted] for my former phone number transfer to the new system. Confirmed that the international plan includes cell phones! I need internet and the phone for my international business and nothing work. I called them again today and I have been told that I have to call again 3 hours later. This is a big nuisance as it affects dramatically my business and I hope you can help me as I don't know what to do anymore. Best[redacted]Desired Settlement: I need urgently a system that works: Flat rate for high speed internet as promised and at the initial price, Operating phone system unlimited calls Domestic and International including to Cell phones at the initial price (one month international waved as promised)Transfer of my former phone number: [redacted] to the new system as required and promised. ( Requested 3 days ago and still not done)If it is not solved within next week, I will ask for a full refund of the internet and phone serv.

Business

Response:

April 11, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding VOIP phone service and additional credits to the account. Relative to **. [redacted]’s concerns, Hughes worked with **. [redacted] to uncover any underlying issues with her phone service. It appears from the case notes; we were able to resolve her phone issues. Hughes issued a refund of $75.00 on 03/06/2014 to the credit card on file. If **. [redacted]s has any additional issues concerning her account; she may contact me at the number below. We left a message informing her of our decision on 04/11/2014. 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: I was not satisfied with the service I was getting with the internet. chose another internet service and tried to cancel with hughes... they kept telling me that they could not do that... this was in feb, so I have called several times and keep getting bills from them I owed them 89.00 when we took down their dish and shut off the service.... in febuary. since then, they say I am still active and using their products... back in february, they were going to send me a box to send back their dish... now this is may and they still say I am using their service and still billing me... I told them that when I get a box to send back their stuff that I will pay them the 89.00 that I owe and that is all I am paying... I have been waiting since february for a box...

Account_Number: account #[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like that company to send a box so I can return their equipment tothem that I am not using so I will not get charged for it...I want to pay the money I owe and that is all... I am not paying what they say I owe them and they keep adding to it...please help meI think they should pay for anything I owe from february to whenever this gets settled

Business

Response:

May 10, 2013

Hughsnet is absolutely the worst company to deal with. The customer service is nonexistent and the online speed is very slow when it works at all. A week ago they were off line for 2 full days. My business is really suffering. Stay away from this!!!!!!!!

Review: I ordered [redacted] bundle package with internet service. [redacted] set me up with Hughesnet Internet which Hughesnet subcontracts [redacted] for Instalation. [redacted] Installer was very nice very friendly guy. Unfournatlly during instalation he drilled right thru my main electrical line on the side of my house and started an electrical fire. Inturupting all of my services like no electricity no heat because my furnace is an electric start. The installer claims his company does not have an electrician so I had to scramble to get an electrician out to my haouse last minute on a saturday. The installer was absoutly no help after this point. I had to take care of everything myself. Including missing my daughters hockey tournament in Canada due to all of this. We were without heat or electric for almost 8 hours. The installer was willing to leave us without heat or electric for 2 days and a huge hole in my electric line while it was snowing out. When I called Hughesnet the woman said "what do you want me to do? Figure out a solution and call us back!" I was completley confused at her response anad said you almost lost an employee and she said hes not our employee we subcontracted him. " The electrician said I am very lucky the installer is not dead in my basement and Im not out front waiting for a fire truck and watching my house burn down he said he could of lost power to the whole street. I am completly disgusted on how all 3 companies involved has shown no remorse or how no one has contacted me to see if everything is ok.Desired Settlement: I am waiting on estimates

Business

Response:

January 7, 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, we have attempted to contact **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the installation of his service.

Our records reflect that Hughes has sent a technician back to survey the site based on the issues that occurred with the initial installation.

In light of the issues, Hughes has issued a one month service credit to his account in the amount of $53.90.

We are committed to getting **. [redacted] issues resolved and are currently awaiting a return call.

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: Falsifying data usage and overcharges for a service that we use to pay bills online, check email and research products.

10/4/13-10/5/13 we left the house both days for approximately 12 hours each day. During that time I unplugged the Hughesnet modem the time away. When I would power the unit back up after coming home the hughesnet meter on my laptop would show we used 3/4 of 350MB daily use during the time their modem was unplugged. We called the hughesnet customer service and they would just give me the run around, with updates using MB and so forth but no real answer when I would tell them that the modem had been powered off for the duration of the day. I asked twice to speak to a manager with no avail. I was on my cell phone during this whole ordeal approximately 1 hour and 25 minutes.I wonder how many people they are falsely charging day in and day out every year. We started with hughenet 6/6/2012 at $53.33 a month until March 2013 $63.84, May 2013 until now $114.30 a month. My [redacted] account I have 2GB data package for the month and we rarely use 3/4 of that for the month. With hughesnet we are using approximately 10 GB a month (350MB a day times 30 = 10.25 GB a month). This test I did this weekend shows that Hughesnet is randomly charging for usage weather your modem is on or off. Again I rarely use the 2GB data package on my cell phone which I have and use more during the day because I leave to work at 5:30 am and come home between 6-7 pm, and I will come home from work and normally find that the hughesnet is usage is used up or almost used up. We have a 2 year contract and will be charged for early termination.Desired Settlement: I feel I should be refunded something,for being falsely charged for a service we are not really receiving.

Business

Response:

November 1, 2013

Review: I cancelled my account and returned the equipment from the satellite, they received it. Now they are charging me $ 107.50 have already taken it from my account because I didn't return the modem. I called them and said nobody told me to return the modem, but I would be glad to return it. Please credit my account back and I will mail it to you, if it's not back within the 45 days (policy they have on the satellite piece) then you can charge me. They said they couldn't do that. Now when they received the sattellite piece they did not notify me that anything was missing and they refunded my invoice on June 18. Now on July 27th they are charging me for something I didn't know was supposed to be returned and they never notified me that I hadn't returned all the pieces they require.Desired Settlement: They are mailing me a box to mail back the modem but it won't be here for 5-8 days and then it takes a week or two to get back to them and for them to process a refund. I would like them to refund my money now and if they don't receive the modem in 45 days they may charge me.

Business

Response:

July 31, 2013

Review: I had my internet services discontinued on 4/1/13. My billing cycle started on 3/25/13 and ended 4/25/13. The company offered a 1 week credit for the end of service but would not allow additional credit for services not used.Desired Settlement: Refunded additional funds for the other 2 weeks not used.

Business

Response:

May 6, 2013

Review: Good morning,

Since October 2013 we've experienced several performance issues with the services provided by Hughes Net. On several occasions we've worked with Hughes Net Customer Service and Technical Support to resolve these issues.

Most recently in the last two weeks the internet service came to a stand still. I reached out to Technical Support, and we performed several speed tests with my laptop connected directly to the modem. On average these results registered downloads speeds of 10 MBPS and upload speeds of 0 MBPS. At times the download speeds registered 0 MBPS. We walked through several troubleshooting steps, but the speed tests remained unchanged. I've pasted these test results below.

With no improvements in speed or performance I discontinued my internet partnership last night with Hughes Net.

During the cancellation process the Account Management team assessed me a non-negotiable $350 cancellation fee.

I find this fee to be unwarranted and egregious considering Hughes Net has failed to provide me with the a minimum of 7 MBPS download and 1 MBPS upload speed per our agreement.

Date Down Up

02/18/2014 17:34:22 10922 0.0

02/17/2014 14:08:19 15456 0.0

02/17/2014 14:07:13 6340 0.0

02/17/2014 14:05:59 11941 0.0

02/17/2014 14:05:03 11354 1073

02/17/2014 14:04:14 11493 1099

02/17/2014 14:03:16 12745 1068

02/17/2014 12:16:02 14422 0.0

02/17/2014 10:44:22 0.0 0.0

02/17/2014 10:43:01 0.0 0.0

02/17/2014 10:42:04 0.0 0.0

02/17/2014 10:41:06 0.0 0.0

02/17/2014 10:40:08 0.0 0.0

02/17/2014 10:38:48 0.0 0.0

02/17/2014 10:37:46 0.0 0.0

02/17/2014 10:36:47 0.0 0.0

02/17/2014 10:35:39 14840 0.0

02/17/2014 10:23:35 14576 0.0

02/17/2014 10:18:41 15170 0.0

02/17/2014 10:15:03 13562 0.0

Case #: [redacted] - Cancellation - 2/25/14

Case #: [redacted] - Tech Support - 2/17/14

Case #: [redacted] - Tech Support - 2/19/14Desired Settlement: Remove cancellation fee.

Business

Response:

March 14, 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 support division of Hughes, 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 a hardware 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, we have issued a refund for the early termination fee in the amount of $198.52 to the credit card on file. **. [redacted] needs to ship back his equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and pre-paid label will be shipped to the customers address for the successful return.

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: I contacted [redacted] to enroll in there services, and they referred me to Hughes Net for the internet portion. Hughes Net first collected the first month fee, and installed the equipment. 3 months later they increased my bill, without my knowledge, I called them and they told me they would give me 6 months at the same rate before they increased my monthly fee. 2 weeks later my speed dropped from 5 mb per second to .9mb per second. I call Hughes net and they told me I exceeded my monthly data limit of which I was never told I had a data limit, but I could purchase tokens to bring the speed back up to 5mb per second, Hughes net intentionally reduced my speed to approx. 1/5 of the 5mb per second I was supposed to get. I called Hughes net again and they tried to renegotiate the terms of service, when I told them I was not happy with no knowledge of them increasing my bill after 3 months, and I had no knowledge of a 5 gig data cap per month, and no knowledge that they intentionally dropped my speed down to .9 mb per second, I decided they were not honest and up front with me when I applied for service, I was never informed of any of this, I told them I was cancelling my service, then and only then did they tell me I had a contract, and they would charge me over $300.00 for early termination, I had not knowledge of any of this, it was never brought to my attention when I signed up for service.... So due to the increase in my bill, having a 5 gig data cap, purposely slowing down my connection to .9 mb per second, and then threatening me with over $300.00 in early termination fees, I discontinued there service. I was never told or made aware of any of this information at the time I requested service. They are misleading and are misrepresenting they service just to get you to sign up with them. I never received any contract, and I was never made aware of any of these conditions, or I never would have signed up with them...Desired Settlement: I paid them in full every month, and I'm not paying for any early termination fees, and I want them to remove there satellite dish from my home of which they said they don't want it back. I am 62 yrs. old, disabled, on a fixed income, and I will have to pay someone to remove and discard the satellite dish...

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 his service. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. As a result, Hughes has created a dispatch for a tech to arrive on site to de-install [redacted] equipment. A technician will contact [redacted] with a convenient time to come to his site. We have also waived the early termination fee bringing the amount due to $0.00. The equipment needs to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and pre-paid label will be sent to the address on file for the successful return. [redacted] can 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, Ecole F[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: On Feb 17, 2013, I made an Internet service call to Hughes Net Customer Support. They could not resolve my Internet connection problem, so the customer service rep schedule a home service appointment for the 27th of Feb. The Tech called me on the morning of the 27th an said he was on his way to my house. He never arrived. I called Customer Support and ask to speak to a supervisor, instead the rep gave me a case number [redacted] and told me that someone would call me. I have a small business to run, so I found another Internet provider, mailed the modem and antenna to Hughes Network Systems [redacted] domestic return receipt, and paid Feb Bill $68.33. Hughes Net terminated the contract by not providing services agreed by both parties. I waited 10 days for a service appointment Hughes Net failed to provide, therefore I do not owe , and I will not pay for services I am not receiving. They sent me two bills for the month of May $84.95 invoice, and $150.33 due upon receipt.

Billing Address: Hughes Network Systems PO Box 96874 Chicago IL 60693Desired Settlement: Stop billing me for services Hughes is not providing

Do not harm my credit rating by turning false and inappropriate billing over to collections

Business

Response:

May 30, 2013

Review: The service that was promised was not provided in a timely manner,was not installed safely, was not provided to the level that was promised, customer service agents promised discounts to compensate for problems with service and these where not recieved. Customer service agents promised to call back with answers to concerns and never returned calls or defeered me to subcontracters.When service was cancelled I was given a confirmation and then billed again for service and my bank account debited and when I called I was told my account had not been cancelled. It would take more space than is provided here to go in to more detail but I would be happy to provide the additional information.Desired Settlement: I would like a refund of all monies paid, especially the most recent unauthorized transaction and I would like for the company to send someone to remove satelitte and equipment rather than me having to remove satelitte from house and return and to have someone do so in a timely manner when promised not several weeks later.

Business

Response:

October 3, 2013

Review: My husband and I signed up for the trial offer from Hughes Net. After having it installed on a Friday that weekend the internet stopped working. I made several calls to their support department was hung up on four times. After several hours of trouble shooting they were not able to resolve the issues.

They dropped our plan down telling us that the top end plan had problems. But this didn't resolve the issue. I insisted that they send back out the technician who installed it to trouble shoot the problem. He refused to come out, he stated that I had already done more than he knew how to do. It was beyond his scope.

I must confess I am very disgusted with them, we paid $508.42 up front for it and now they are only reimbursing us 300 if we send the equipment back to them. They told us that we will not get the 199.95 dollar rebate we were promised because we canceled within the trial period and that we should be grateful that they are not charging us an early termination fee. So this was false advertising saying we would have a free trial for 30 days when actually they charged us 208.42 for a 30 day trial of an internet service that didn't work. After talking with two managers and several techs I give up...I'm tired of repeating my self and complaining. They did nothing to resolve the issues we were having. This isn't right and it is not ethical business practices in my opinion. I feel robbed by them. Please help if you can. Thank you very much for you time and attention to this complaint.

[redacted]Desired Settlement: I would like them to honor what they told us when we signed up for their service.That we had a 30 day free trial. I would like to have a full refund.

Business

Response:

April 18, 2013

Review: On 1/03/2013 I placed an order to upgrade my "HughesNet Pro" to the "HughesNet Gen4 Power Plus." The confirmation # for this is [redacted]. The particular individual I spoke to during that order had told me I would not be responsible for paying for any changes required to obtain the upgrade (i.e. pole relocation etc.) I had specifically inquired about this since I know sometimes satellite companies and their installers often miscommunicate. On 1/15/2013, [redacted] from the dealer "[redacted]," showed up and of course stated the pole would need relocated and that it would cost me. I told him a HughesNet rep. indicated that I wouldn't have to pay. He apologized for the miscommunication and said he would call H-Net on my behalf and try to get me the money back. So, I agreed to proceed with the install. Later that day, [redacted] text me a confirmation #, indicating that the reimbursement was put into play. And sure enough, on 01/23/2013 a credit of $20.00 was put onto my account and was called "HughesNet Service Credits ($20.00) x 3", indicating that their would be two more payments coming. I'm not sure why there would be three payments of $20.00, since I only payed the installer $55.00, but I digress.

However, on 02/23/2013 there was a $20.00 credit called "Complimentary Service Adjustment" and then a $20.00 CHARGE called "HughestNet Service Credits ($20.00) x 3-Prorated." These obviously offset each other, leaving me with a full monthly bill. On 03/23/2013 and 04/23/2013 there have been no credits and I've reached out to them three times since the initial incorrect invoice from 02/23/2013. The first rep. I spoke to (shortly after the February invoice) had stated that this was a known issue and has affected approximately 4,000 other customers and that it would be corrected for the next billing cycle. And it wasn't...so I called on 04/2/2013 (case# [redacted]) and she said that it would be credited automatically. On invoice 04/23/2013, it wasn't credited again, so I called on 04/30/2013. Case #[redacted] resulted in an insulting attempt to offer me a payment of $10.00 x3 ($30 total) instead of the $35 that is owed? I refused to be shorted the money that is owed to me. And here we are presently. If I were the kind of customer who merely called to complain to get discounts off of bills, I would have settled for $30...I have better things to do than to complain about a company, but H-Net has done me wrong by not giving me what is owed and wasting my time with long, annoying waits on the phone.Desired Settlement: I desire the money that is owed to me and I want a letter telling me that I am also able to get this service uninstalled once I desire to terminate it, since moving is in my potential future (i.e. in the next year.) I fear they will attempt to tack on early term fees etc. just to make up for a dwindling bank account, but I did not knowingly go into an additional contract for this service...I made sure to ask the rep when ordering the new Gen4 product, whether or not I would be required to be held to a 2 year service agreement and they informed me I would not.

Business

Response:

May 13, 2013

Review: My complaint has 2 major components:

The first being improper installation of the satellite dish itself. I live in a mobile home, and the technician mounted the dish to the wall of the home, which is not a standard procedure, according to your customer service department. This resulted in the dish failing to receive a signal from the satellite. A tech was sent out to fix this issue, at a cost of 30 dollars to me. I feel that this was unfair, as it was improperly installed to begin with, and was a failing on the company's behalf, not on our end. The technician did not properly fix the issue, but rather, wedged a 2 by 4 under the dish to act as a "temporary fix" and told me they would be sending someone else out soon to install the dish correctly on a Pole-Mount. After 2 weeks of waiting, we contacted Customer Service again and were told that the technician had closed the case, and no further visits from technicians were scheduled. The customer service representative re-scheduled another technician to arrive, but no one has come out, and it has been another week. When we called again today, we were again told a technician was scheduled to arrive, and also, I was told I would not be receiving another fee for this second visit. However, I was also told that about the first visit, when the tech could only offer a temporary fix to the problem, and I was charged anyway. When I contacted customer service, they said this charge for the first visit was appropriate, and could not be waived.

Secondly, I opted for the fastest service possible, as my wife and I are both employed online, and need a fast, secure connection. The 4Gen satellite went down over a month ago, and the Customer Service person I spoke with said they would switch us to the slower satellite until the maintenance on the fast satellite could be completed, when they would automatically switch us back over. When that did not happen, we called the Customer Service line. We were told to call back in a matter of days. We called and called, but each time were told we could not get the faster satellite back until a few days ago, almost an entire month later. No matter how many times we explained it to the Customer Service personnel, they kept saying we "Opted to be downgraded" and we were charged the upgrade fee when the fast satellite came back on-line.

I have had HugesNet for about 2 months now, and I am extremely dissatisfied with the quality of service provided. I have spent many hours on the phone with Customer Service personnel and been charged extra for the mistakes of your technicians. I have also not had the service I signed up for, instead, having a much slower service with a lower data allowance. This is not what my 2 year contract is for, and I feel that I am locked into a contract for something I am not receiving.Desired Settlement: I feel that an appropriate outcome would be 1 free month of service, at the correct speed and data allowance that I originally signed up for, as I have already had to pay extra for slower speeds, a smaller data allowance, and an entire week without internet.

Thank you.

Business

Response:

April 15, 2013

Review: took money from bank account without authorization

I canceled account in Feb this year they took unathorized money back in Feb and I talked to them about it then in May this year again without notifing me they withdrawed money from bank account again large amount and caused financial ruin they refuse to return money and make up the financial trouble they causedDesired Settlement: would like money returned they took and service charges they caused all in total of $530.00

Business

Response:

June 5, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account was activated on November 11, 2013. On February 16, 2014, **. [redacted] requested to cancel the service. 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 and that amount will be refunded to the card on file. Regarding **. [redacted]’s request to be reimbursed for overdraft fees, please be advised that Hughes’ subscriber contains specific language that states Hughes is not responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” **. [redacted] is advised to consult with her bank and ask them to waive the overdraft fee as a courtesy. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I have received a bill from the company for $94.25 for services that I did not have access to. They are saying that I owe the amount for Dec 18, 2012 to Jan 18, 2013. I called them on Oct 17, 2012 and suspended my service because my computer crashed. they told me I had 6 months to reactivate my service of I would have to return the equipment. I called on Dec 20, 2012 to reactivate my service since my computer was fixed. It would not reactivate over the phone so they said they would have to send someone out to do it at my home. The lady then told me about a new service that cost less, so I ordered that. She reminded me that I would not be able to access the internet through them during this time. It took about 2 weeks for the technician to call and schedule an appointment to come out to my house and install the new equipment and see if he could get my service to work. The lady told me it could take up to 10 days or more for the technician to get a hold of me to even schedule the apt because they were backed up. On Jan 21, 2013 the tech came to my home and installed the new equipment and got my service working. I did not have service from Oct 17 to Dec 20 and when I tried to reactivate my service on Dec 20 the company was unable to through the phone. I did not have internet service until Jan 21, 2013. Two days later I noticed money was taken from my bank account in the amount of $108.00. I called and questioned them and they said it was for the following months payment. I told them I was informed by their sales rep that the first month payment wasn't coming out until Feb 19 2013. They said that I was wrong and after a long phone call, I cancelled my service with them completely at which time they said they were charging me a $400 termination fee. I was not informed this by their sales rep. I reminded them that I had been a customer since 2009 and that I was past my 2 year mark and the cancellation fee is null and void and they said that since I changed my service I started over as a customer. I asked them to refund my $108 and they said it would be credited to the termination fee, so they did not refund that. I have reference numbers, case numbers, names of reps and it doesn't matter. Everytime I talk to them they try to twist my words and I end up yelling at them.Desired Settlement: I want them to send me a letter saying I owe them nothing, because I don't. I want all letters after that stopped and all calls, and any other communication to stop. I don't want to see them on my credit report as owing them money either. I also want my $108 refunded to me since they had no right to take it to begin with.

Business

Response:

April 30, 2013

Review: When my husband and I called to set up internet service with this company, we told the salesperson that I am an online student and need to watch videos online for class. We asked specifically if the service we were signing up for would allow this, and were told that yes, it would be capable of playing videos. We discovered that this was a lie. For about a day we might be able to watch a video, but for the rest of the month, we are out of luck. We have had to increase our data plan with our cell phone company in order for me be sure I can complete my homework. Every time we have called to find out why we were lied to we have to speak to a robotic it who just tries to get us to upgrade our plan. When we ask why we are not given the service we were promised at the point of sale, they tell us that the plan we have does not have enough data to accommodate watching videos and that we should pay an extra fee to increase it. Our question has never been answered. Tonight was the last straw. The woman we spoke to this evening, "Erica," told us she would upgrade us for 3 months for free, and if we want to keep the data at that level after the 3 month period, we will pay more per month. We agreed to that at first, knowing that we would NEVER give this company an extra dime since we were already being ripped off. If we could have internet that works for 3 months before we finally cancel, I think it's something we would agree to. However, as she was finishing her pitch she quickly threw in the fact that we would be paying double on our next bill. This company lies and provides a horrible service. I don't mind paying good money for good service. We have NEVER received good service from this company. The only things we have received are dial-up equivalent internet service, frustration, and dishonesty.Desired Settlement: Provide the service we were promised or cancel our service and give us a complete refund.

Business

Response:

August 28, 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 service. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, we have issued the early termination fee refund to the credit card on file totaling $180.00. Unfortunately we will be unable to issue any additional refunds. The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment fee. Ms. Artman would need to contact me directly for any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Senior Executive Customer Support ###-###-#### [email protected]

Review: I have had Hughes net satellite Internet for over a year. I had 600 mb a day of data download a day and from 12 am to 6 am was unlimited. I heard about the gen 4 upgrade so I called to find out more about it I spoke with a sales rep. And he told me with the upgrade my download speeds would be 10 x faster than what I currently had and I would get 30 gb a month in data download. He said I could download about 7 Netflix movies a month.

Well I have had gen4 for almost 2 months and was going over my credit card statement and noticed my bill was higher than what it was supposed to be. I called an spoke with a supervisor and found out I was not getting 30 gb a month instead they were giving me 15 gb from 8am to 2 am and the other 15 gb from 2 am to 8 am. I never agreed to that no one in my household gets on the Internet from 2 am to 8 am so really I'm only getting 15 gb. This is a classic bait and switch. What I had before was better then the upgrade they sold me.Desired Settlement: I just want the service I was promised which was 30 gb a month not 15 gb for part of the day and the other 15 gb for the remainder. I also want the 1.5 download speeds I was promised

Business

Response:

April 8, 2013

Review: I ordered hughesnet internet service on wednesday march 20, 2013 at arough 1:00. My installation date was scheduled for Friday, March 22, 2013 between the hours of 1:00 and 5:00. I took off of work to be at home for when they arrived, but they never arrived. I contacted hughesnet 3 times and they were no help, they just kept giving me the phone number to the installers. So I called the installers multiple times with no success. It goes to a person phone that is never answered nor do they return phone calls. Hughes net has already charged me $40.00. This is poor buisness practice and im very upset that I am out of an entires day of work plus the $40 you have already charged me.Desired Settlement: I want a refund of the money plus to be comped the first month or two of services...if they will not comply with this I want them to pay for the install to have [redacted] communications to come out which is $100.

Business

Response:

April 4, 2013

Review: I had a contract with Hughesnet for 2 years of internet service. The service was very slow and could not watch a movie on netflix or play a video game live so I switched to Gen4. I was promised the same price for a two year contract. The service was a little faster but still could not down load a movie or play video games. I have an autistic son who had saw me go into the customer care menu at one point. He began to go into the customer care menu and download tokens--over and over and over trying to make the internet faster. After the first month I discovered this and my bill went from $75 a month to $300 a month. I called hughes net and asked if there was any way they could shut this feature off. They said not really but they assured me it would be taken care of if I would pay the first month which I did. I talked to my son but really cannot control what he does when I am not around, so he continued to do this unknown to me! Before I knew it I owed $600 for 2 months. I told Hughes net to come get their dish and end my service--early cancellation cost was $300. At this point I owe 1,168.36 for 2 months of slow internet service that I couldn't even watch netflix on.Desired Settlement: I would like to pay the $75 for two months that I was promised along with early cancellation and I agree I should pay around $450 for this but not $1,168.36!!

Business

Response:

July 11, 2013