Hughes Network Systems

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!!!!!!!!

We signed up with hughes net after we signed up with direct tv. the installation person was rude and non helpfull when it came to burying the cable line. Now we discover we only get a certain amount of bandwick and when it runs out before the end of the month you are out of luck ; unless you pay more. There upload speed is as slow as a crawling snail. call them on the phone is another hassle with promises of call backs and run around double talk. And the worst of it all we are stuck with a 2 year contract. Stay away from this overpriced c[redacted] service company.

I am a 74 year old woman who lives on less than $900 per month, and have had the poor judgement of signing a 3 year contract with HughesNet. I have a computer that I cannot use at all during the day, and have limited use between the hours of 2AM and 6AM. Even those hours hours require waiting...and waiting ...for maybe 30 minutes for a website to load. The only reason I have signed with this company is because it's the only option Direct TV had available. I do not understand how it's accepted for HN to sell subsctiptions without offering service. Is there any way I can opt out of the contract?+

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 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: 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: 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: We contracted with Hughes Net (hereinafter referred to as HN) for internet service two months ago (start date 9/18/13.) Since that time we have had CONTINUOUS issues with this service. When we initially contacted HN inquiring about the services available, the sales rep for HN asked us about our internet usage. We explained that we are both 50 yrs old, use the internet for e-mails, Facebook, an occasional Skype session of less than 30 mins, to surf the internet, and to access websites for information or instruction. The HN rep asked if we did any movie/video streaming and/or gaming online. When we assured and reassured the rep that we DO NOT STREAM MOVIES NOR DO WE GAME ONLINE AT ALL (we will very occasionally watch a video of less than 5 mins on Facebook or via e-mail.), the HN rep than said that the Gen4 Connect plan would be more than sufficient for our needs. He then explained that the Gen4 Connect plan would give us 10 GB of "normal time" service and then from 12:00 a.m. until 8:00 a.m. every night, we'd have unlimited service. The rep asked if there was an existing "port" in the home for the line to come through. We confirmed that there was an existing port, but that it was NOT in a room that we would be using for our primary connection. The rep then questioned if our devices were "wireless enabled". We confirmed that they were. The rep then instructed us that we would be required to provide a router, so that we could use the HN service wirelessly. When we asked about having a new port installed, the rep "danced around" our request insisting that wireless would be better for our needs. We relied upon the reps "expertise" and allowed the request for a new port to fall to the wayside. The rep instructed us that we would have to have a router available at installation or the installation personnel would install a HN wireless router at a charge of well over $150. We indicated that we would have a router available. When the installation personnel arrived, the router we already had wasn't suitable for our needs with HN, so we questioned the installer about what router would be best for use with HN. The installer AGAIN questioned our internet usage habits. When we explained what plan we'd been sold and what our normal habits were, the installer AGAIN RE-EMPHASIZED THE FACT THAT THE GEN4 CONNECT PLAN WOULD MORE THAN SERVE OUR NEEDS! The installer explained that as far as the router, there were several "good ones" available, but that NETGEAR is the best. Since the installer had to install outside equipment, my husband went to Best Buy to purchase an acceptable router. We in fact did purchase a NETGEAR device (and my husband returned BEFORE the installation of the outside equipment had been completed.) The router we purchased is encrypted and we have NOT given the password to anyone other than the installer as it was required to finalize installation. Service for our internet was good for approx 15 days. At approximately the 15 day mark, there was a noticeable "slow-down" of connection. Initially my husband didn't recognize the slow down, so it took approximately 12 days for him to realize there was a problem. When he contacted HN Customer Care, he was informed that our service was "shut-down" because we'd used our allocation. My husband was SHOCKED to learn this, and questioned the Customer Care Rep (hereinafter referred to as CCR) how this could be. The CCR insisted that we had been streaming video/movies and/or gaming. Only when my husband vehemently (after the CCR kept insisting that someone had been streaming/gaming)denied that anyone had been streaming/gaming, did the CCR begin to look into any other possibility. During a 2+ hour conversation, my husband was informed that the Gen4 Connect plan is NOT 10 GB of service and then unlimited after 12:00 a.m until 8:00 a.m. each night, but rather that this plan allows for 5 GB of what I'll term "Normal hours of usage and then 5 GB of what HN calls "Bonus time". This so called "Bonus time" is ONLY available between the hours of 2:00 a.m. and 8:00 a.m., and ONLY when you have "Normal time usage" available. This explanation was followed by a wholly incomprehensible litany of buying "tokens" to increase you usage time, etc. NONE OF WHICH WAS MENTIONED, MUCH LESS EXPLAINED AT TIME OF SALE! My husband CONTINUALLY insisted that this is NOT what we'd been told we'd get, but the CCR seemed to ignore his emphasis. Eventually, after instructing my husband on "homework" that the CCR wanted him to perform (ie: how to check for possible hacking/reboot of the system) the CCR "gave" us additional "tokens" to extend our service until end of service month - which happened to be the next day. We also learned of a part of the HN website that allows for customers to monitor their usage, which we began CAREFULLY monitoring hourly to help avoid a repeat of this circumstance. Between our new knowledge of the usage page (and careful monitoring thereof) and the marathon telephone conversation that we'd had with Customer Care, we were hopeful that our problem would be resolved.

UNFORTUNATELY, that HAS NOT been the case!!! Once again, this second month, DESPITE our vigilant monitoring of our usage, and curtailing our usage (I no longer view news stories online, and avoid anything that even MAY have an embeded video), on roughly day 15 of our service month, we were about to expire our allocation of usage. We had noticed what appeared to be "minor" usage of the service during the "bonus time" hours, but until we had virtually expired our "normal time" we didn't think anything of it. We contacted HN ONCE again, and were told AGAIN that we must have been streaming/gaming. THIS IS THE FARTHEST THING FROM THE TRUTH. My husband eventually convinced the CCR that we DO NOT stream/game, and he once again was put thru the entire gambit of the HN CCR "script". When it became obvious to the CCR that this was outside of their "script" the CCR stated that they would file a report with the proper division to ascertain why this was happening. Once again we were given "tokens" to extend our service. We have been going through a variation of this same phone call EVERY SINGLE DAY FOR THE PAST ALMOST 2 WEEKS! Each call requires at least 1.5 hours of our time, as well as a COMPLETE REITERATION OF OUR PROBLEM. Some of the CCR's have reiterated the filing of a report; some have insisted that it's our router using up our allocation; others have tried to "con" their way through possible reasons for this occurrence. NONE have actually helped. Yes, we have been "given" additional "tokens" to extend our service, however, nothing of SUBSTANCE has been determined or done to CORRECT the issue. In fact, the only time that we have seen anything concrete done, was when after yet another call to HN my husband had been told to "completely disconnect" the service (ie: completely shut down both devices, to unplug both the router and the HN router/modem) overnight. My husband went so far as to unplug his desktop also. Despite the FACT that this was done from 11 p.m. 11/11/13 until 8 a.m. 11/12/13, there was NOTICEABLE (Each hour had some usage indicated but usually not more than 50 KB.) usage at the 5 a.m. and 6 a.m. time frame - a time that BOTH MY HUSBAND AND I WERE ASLEEP! As there is no one else in the home, there isn't any other possibility of anyone else accessing our devices. When we called HN 11/12/13 and told them of this event, we were double talked, "conned" and informed that there was NO WAY POSSIBLE that this could have occurred. When we stated that we'd noticed some less extensive usage events over the night time hours previously, the CCR again indicated that a report would be filed and the problem "looked into." We didn't expect much from this since we'd already had so many assurances of reports. The night of 11/13/13 suddenly there wasn't more than 1 KB of "usage" from the hours of 12 a.m. to 8 a.m. It has become EXTREMELY EVIDENT to us that HN's standard practice for Customer Care is to attempt to convince customers that their needs will require an "upgrade" (of course, this would be at an additional charges) and failing the upgrade, they give "tokens" to placate their clientele instead of actually DOING ANYTHING! We also now believe that it is HN's express intent to "sell" the lowest possible plan and once they have the consumer trapped they then essentially force the consumer to upgrade (and incur additional costs) in order to gain adequate service. This is further emphasized by the fact that when one goes to www.hughesnet.com, and clicks on "plans and promotions" you will see the 4 HN plans available. If one is to further investigate to determine "which plan is best for you", one will find that the Gen4 Connect option isn't even MENTIONED in this breakdown. This company needs to be FAR MORE TRANSPARENT about their service, their plans, their hours of service, etc.

The following information is intended for the purpose of giving perspective to what influenced us and how we came to HN.

At the time of inception of this contract, we were temporarily housed in a hotel, as our apartment wasn't ready for move in. The hotel had "spotty" at best, wireless internet service, and our desktop device was in temporary storage. We had been told by the owner of the apartment that [redacted] internet was not available in the area, and the only option available was to get service through [redacted]. As we didn't care for [redacted]'s service, when we saw an advertisement on television for HN, we contacted them via the phone number indicated on the ad. We did not have good reception at that time for the laptop, so we were "unable" to SEE the options available and had to rely upon the sales rep. My husband suffers from a terminal illness and is quite often confined to his hospital bed. Since he is unable to do much physically, he handles most, if not all, of our "non-physical" issues. (ie: setting up services, dealing with billing issues, etc.) Because of his illness he is on fairly heavy medications and can get confused fairly easily. He explained this to the sales rep and asked the rep to repeat things MANY, MANY times, and then my husband would reiterate what he'd been told and the rep would confirm (or correct until the rep determined) that he (my husband) was understanding correctly. Despite his limitations this routine has worked successfully for us, and we have NEVER had an issue such as this. Despite the MULTITUDE of phone calls we've made, HN has offered NO CONCRETE EXPLANATION FOR NOR RESOLUTION OF THIS PROBLEM.Desired Settlement: At this point in time, the only resolution that we can think of is simply to terminate the contract between us and HN. We have lost COMPLETE CONFIDENCE in the company, it's practices, it's "customer care" and have had so many implied promises broken that we would be EXTREMELY reluctant to believe any additional promises made. Given that this company has already charged us $99. for installation, $39.99 for "service" (which is due to increase to post promotion charge of $49.99/mo), $9.99 modem/router "rental", and $80.00 for the router that on more than one occasion has been indicated as a possible reason for the problem, to require us to continue with this company that is providing substandard and completely different service than what we'd been sold would be reprehensible!

"

Business

Response:

December 5, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted] and [redacted]

Case # [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.

We value **. [redacted] as a customer. Accordingly, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. In light of the difficulties **. [redacted] encountered with our service, we have issued a one-month service credit in the amount of $60.17 to his account. We have also issued complimentary token to his account.

**. [redacted] would need to take adequate speed test in the morning afternoon and evening to determine the parameters his service is performing. After, he may contact me at the number below for closure.

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

Very truly yours,

Executive Customer Support

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

[email protected]

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.]

We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is on it's face satisfactory to us, HOWEVER, we do have multiple questions and concerns regarding what Hughes Net is offering. These are enumerated below:

Review: I had Hughes installed for one hour an called an canceled the same day they keep charging me the said I have to return the equipment they would send me a box never got a box to send equipment back now here received a bill for 216.80 I have called several time and ask were to send the equipment and get the run aroundDesired Settlement: To send me the box for the equipment and not to turn me to collection for a service I only had for 30 minutes

Business

Response:

December 17, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on July 29, 2013 and requested to cancel her service on the same day.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $216.80.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

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

Regards,

hello again I was pleased to talk with a rep who understood what I was talking about and fixed the issue. Thank you for everything you have done. please close the case

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: When I initially set up internet service with HughesNet in October of 2013 I agreed to a twelve-month contract with the HughesNet representatives over the phone. We began service, but it was really terrible. I called to troubleshoot and potentially cancel service. I ended up upgrading our internet speed and the representative assured me that it would be more than ample for our internet needs. It wasn't. I called back, but kept getting hung up on. By the time that I was able to get another representative we were outside of the activation period that would have allowed me to cancel service without penalty. I attempted to plead my case, but to no avail. Finally, I gave up and resolved to wait the twelve months for the contract to expire. I called today to double-check that we were now in a month-to-month contract as I intended to cancel service with HughesNet in order to get better service from a different vendor. I was informed that I was in a twenty-four month contract. I informed Gilbert (the representative) that that was not the agreement that I made with the representatives over the phone last year and that I would never have agreed to a twenty-four month contract. HughesNet promised me a twelve-month contract, but signed me up for a twenty-four month contract instead.Desired Settlement: Nullification of the twenty-four month contract to be replaced by a month-to-month agreement as the twelve months that I agreed to have already been fulfilled.

Business

Response:

December

4, 2014Dear

[redacted]:In

response to your letter to the executive customer care division of Hughes, it

is our understanding that [redacted] has some concerns regarding being

advised she had a (12) month commitment versus a (24) month commitment.Early

Termination: Lease Option If you cancel your order before

installation, you

will be refunded the amount that was collected at time of order.If you cancel after activation but

before the end of your 24-month term commitment, you will be charged a Service

Termination Fee of up to $400. The exact amount of the Service Termination Fee

will be $400 for the first ninety (90) days after activation of the HughesNet

Service. Thereafter, the amount will decrease by $15 per month for each month

of active Service.Please be advised

ALL customers have a (24) month commitment.While Hughes

makes every effort to disclose our benefits and limitations, Hughes understands

[redacted]’s frustration and concern. After

further review, we will allow [redacted] cancel without penalty. [redacted] would need to use her case number ([redacted]) when canceling her

account if she is still within her commitment period. The

equipment must be returned within (45) days after cancellation to avoid being

charged an unreturned equipment fee. [redacted] should receive a box and

pre-paid label for the successful return to Hughes after cancellation.[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

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. Thank you.

Regards,

Review: Was lied to about speed and pricing. Still trying to charge me installation.

I called to inquire about the the price and speed of their internet was told $39.99 a month or 2 months then $49.99 a month after that for 10 meg download speed. Once installed the installer told me that I only had 5 meg download that it was all they had in my area, so I called to check it out was told the same thing by customer service then I was told it was $69.99 a month, when I told her that I was told different and apparently lied to that I didn't want the services then they tried to charge me for everything finally I was told everything would be dropped but I had to go on the roof and remove the equipment myself and send it back in a box they would send me. I went on the roof and removed all equipment but the box they sent me was to small I called back and was told I would have to get a bigger box and pay or the shipping then I was told I owed them $48 for the installation and I had no choice but to pay it I told them I would not pay that I had their services or less than an hour and that I would be reporting them to the Revdex.com. They knew I was disabled and took advantage of me, they lied to me and have tried to take over $200 from me.Desired Settlement: I don't want to be charged anything nor do I want them to affect my credit I have wasted to much time trying to get them to do right by me and I'm sick of it, and when I ship their equipment back I would like to be reimbursed.

Business

Response:

March 26, 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: 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: 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: 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: 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

Review: Representative told me we were qualified for promotion pricing including free installation and equipment buyback at anytime if we purchased the satellite dish equipment. He also said the monthly service fee was "locked in" at $49.99 plus taxes. Sales rep also guaranteed that Hughes Net would buyback equipment at any time for $200. However, the Internet service did not come online after the installation. Also the installer had brought no paperwork with him and had me sign his smart phone upon his installation. He could not tell me what I was signing, the screen was blank. After the equipment was installed the technician could not get Internet on our IPad . We tried for a couple of hours to connect and could not. We tried all the next day and still could not get Internet service. Called Hughes Net and they ran tests over the satellite. No service. We had to leave town and had Hughes suspend service for one month until we could return. We returned one month later and had Hughes Net reactivate service and run a test again to try and get Internet service. Still no service. Called them back to terminate since it did not work. The sales rep in the beginning told us that we had 30 days to determine if we like the service. When we asked for termination, we also asked about equipment buy back we were guaranteed. They said they would not buy it back since it was over 30 days. . The service did not work when we were in town from the beginning nor when we returned. It is essentially new equipment. We found on our credit card bill we were charged $82.46 for the month instead of $49.99 plus tax as promised and also charged $412.28 for the equipment and installation, ( installation which was supposed to be free.) . ( We were not provided paperwork nor do we have on line access for Hughes Net.)

Foremost, the service did not work. I believe it is a bait and switch promotion. They do not abide by their pricing or service claims. I also requested a tape recording of the initial phone call with sales rep and they claim they don't have those calls. We requested a full refund and they buy back their equipment as promised.Desired Settlement: Full refund and accept return of their equipment

Business

Response:

May 16, 2013

Review: Still have not received bill for the internet service in the mail, not charged to our credit card as told we would. We do not want charged to it.

WE want copy of statement since started service t see what exactly are being charged for and so that we can see if express repair of $11.95 has been removed as stated by William in call([redacted]). He stated billing would change to invoice billing. A credit of $51.49on 3/26 was on our credit card bill. However on 2/26 and 3/26 we where charged $63.78 each. So we want invoice sent from start date of service with what we have paid and what has been charged. A month bill sent thru the mail with what we are being charged each month, without being charged for this as we have been told we would not be.Desired Settlement: Monthly bill sent with charges and invoice showing what we have paid to date.

Please do not call work cell phone not able to talk during the day and nothing gets resolved this way. We would like all future issues in writing.

Business

Response:

May 17, 2013

Review: When I called to inquire about the HughesNet Satellite internet service I indicated that I was interested in purchasing a SmartTV and using their internet service to watch streaming TV. The salesman informed me about the data caps, but assured me that the service would work with a SmartTV. Based on this feedback, I purchased a $3000 SmartTV and the HughesNet service with the highest data cap available. I kept the service for 3 months. Throughout this 3 month period the service was spotty at best, and as time passed became increasing less possible to use. It just never worked. I tried calling the technical support, and they indicated it was just a temporary thing, or that it was a software issue on my part, or that they could send a technician out, but that I would need to do some self-tests first - which never worked. Finally, 3 months into a 2 year contract I was informed that HughesNet service does not work with SmartTVs. The technician said that this was a well known problem in HughesNet with no currently available fix, and that he wasn't sure why the salesman would have indicated otherwise.

In addition to the headache of a non-functioning service, the HughesNet customer service is deplorable. Every single phone call to their customer service is directed to a call center in a foreign country with representatives that are impossible to understand. Every call also includes a minimum one hour hold time. The customer service representatives are impossible to talk to and refuse to let you speak to a manager to attempt to resolve situations.

Since deactivating my service my credit card has been charged 4 separate times for services that I no longer received. The amount of those charges have increased from a nominal amount of around $10 to a significant amount of $130 dollars or more. Each month I have to call HughesNet Customer Service, spend a minimum of one hour on hold, go through at least 3 different representatives who all have a different interpretation of my account history. This interpretation almost always involves me having to prove that the charges are invalid. I have to switch from representative to representative until someone will process my request - never being transferred to a manager despite repeated requests to do so. These calls always end the same way: The charges will finally be credited back to my credit card and an assurance that my credit card will be removed from their files and will never be charged again. The next month I am again surprised my a new, more expensive charge for services that I cancelled months before. I have finally resorted to contacting my bank and having them block HughesNet from any future access to my credit card in order to prevent future charges. On my most recent attempt to remove my credit card information and have a $131 charge reversed and credited I was informed that since my account was deactivated I have incurred $185 in additional charges. This amount curiously amounted to the difference between the $200 early termination fee that I negotiated based on the initial misleading information about the SmartTV, and the $385 that they were initially trying to charge me.Desired Settlement: HughesNet salespeople should not misrepresent their product just to sell service. I am now out $3000 for a TV that I cannot use, 3 months of frustration with unuseable internet service, $400 for that internet service, $380 early termination fee, and the residual backlash discussed in my additional complaint.

HughesNet needs to reform their deplorable customer service. It is disgusting how terribly I have been treated, how many times I have been bluntly lied to, and how many unapproved charges I have had to reverse for a service I had for just 3 short months.

Business

Response:

May 31, 2103