Hughes Network Systems

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

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: When we contacted Hughes Net for Intranet, we were told that our bill would be $45.00 our first bill was $63. And that was with a discount. We were also being charged for express repair, but it was never explained to us. We were told that we would be able to use the intranet and my son could use the XBox store on his XBox, but that is innaccurate and he cannot use the Xbox and we cannot use the WII on line. The service that we do receive even though Satellite provided is minimal coverage at best.Desired Settlement: I want out of their 2 year contract since none of this was explained to me ahead of time, and the service provided does not meet the stated coverage that they explained to me.

Business

Response:

August 1, 2013

Review: I switched to Hughes Net to get a faster and cheaper internet service. The sales person on the phone answered all of our questions. My spouse has and online business, so internet is crucial in her success. The rep said that we would have plenty of data for the emails that she needed to send out and there would be no problems. He said that the installers would be able to hook us up to wireless as that was part of the install. He also said that they would be able to get the internet working in our other building that acts as my wifes store front. He also said that they would be able to get our emails all properly working to go with the new service. We were nervous but agreed since I am a disabled Veteran and have a limited income.

The installers came, did not have any kind of boot covers and got our whole house muddy, the younger one was nice, but the older one used a lot of profanity and was less than courteous. They got the dish put in an plugged the computer into a box. There was no wireless on the box and when I asked them they tried to sell me a wireless modem for $150.

I ended up hooking it up myself to get it to work. There was not a way to get internet to our other building unless I purchased more hardware from the installer. Made me angry

So we started using the service and it got slow really quickly and my wife was unable to process any emails to her customers. I called Hughes Net up to cancel because the whole thing was a big catastrophe. I found out that they have an allotted amount of data per month and when you run out you can purchase more. Something that they neglected to tell me. I wanted to cancel, but the account specialist talked me into a different plan for a discount.

We tried it and it did not work, we could not watch movies online or else use all of the data allotment up quickly. Apparently after 30 days you cannot cancel and will be charged an early termination fee, something else I was unaware of. I was under the assumption from the initial rep that is was not a contract who told me I could cancel any time. I would not have signed up if I was not mislead.

We also looked into why the emails were not getting through and found that you have to buy Hughesnet software and repair service for it to work properly. Another thing they forgot to mention.

I tried to cancel to day Aug 21 and was told I was going to be charged over $300 for termination fee. I tried to be nice and even talked to a supervisor to get it cleared up and basically was told too bad that I should have called before.

I am very angry at the way I was treated and now my account is going into collections, when the product was grossly misrepresented in the first place!Desired Settlement: Please let me know how a company can treat a customer so poorly and get away with it. I just want to be cancelled and move on without the pain in my pocket.

My wife has lost a ton of money from not being able to stay in contact with her clients and is at her wits end.

Business

Response:

September 3, 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: 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 had HughesNet satellite internet service for on month only. They have terrible customer service and I had many connection issues so I decided to cancel and go with another provider.

I called on October 3rd to cancel my service, which they were supposed to do. They even sent me a box to return the equipment in, WHICH I DID. I even have the tracking number from UPS to confirm that someone named "James" signed for the package in Germantown, MD (their home office). However, I have been billed $29.08 for the month of October. I called to verify that my account was cancelled back on October 3rd, which is wasn't. They told me they would refund me the $29.08, but they have not. I have even received another box to return my equipment in...I HAVE ALREADY DONE THIS and have the tracking info to confirm it.

I called again to let them know that my account should be cancelled and I sent the equipment back to them and have this confirmation. They tell me that they do not see that they have recieved the package and that I need to send my equipment in to cancel. That is impossible to do because I have already done so.

I would definitely like to mention that they outsource everything so the language barrier is nearly impossible to manage. It is so difficult to communicate anything with anyone there.

Please help me stop this company from billing me for services not rendered. I have more to worry about in life than this.

Thank youDesired Settlement: I want my account to be COMPLETELY cancelled at HughesNet, refunded the $29.08 that was billed to me for the month of October, and for all of this to never happen again.

Business

Response:

November 15, 2013

Review: We had terrible issuses with service regarding repairs and or questions. We would be put on hold for 20 minutes and even longer and then be rerouted and have to start all over again. Talked sometimes with four or five different service people and couldn't get any results. I actually ran down a service truck and begged for him to come to my house and help me, thank goodness he did and I paid him direct to avoid the nightmare again. We finally cancelled HughesNet after over two years of this pain. We went with Dish internet service. Then the billing issuses started, we paid what they said we owed and then they would bill us again and again and again. My husband being the nice person that he is continued to contact them to get the billing straight. We sent the equipment back to them and they couldn't find it, finally they found the returned equipment probably in TimiBuck-Too HughNet storage. Three weeks later we get a collection agency letter wanting to collect for HughesNet for $224.00. Me, being not as nice as my husband have had enough. HugesNet hires is and or they really don't care about their customers as long as they can make buck. They know most people will just give up, but no more I have had it with them.

Product_Or_Service: HughesNet internetDesired Settlement: DesiredSettlementID: No settlement requested - for

I just wish you good luck if you try to contact them!

Business

Response:

November

19, 2013

Review: well I moved but I didn't want to reinstall my service so I was specifically told that I could still make my monthly payments for another four months to avoid a $500 termination fee because thats when my contract is up, so I agreed. when time was up they said they only do 2yr contract that now I have to pay a termiation fee because I actually have another yr. to go. So...I said whatever I just want to get this over with and if I could pay half now an the rest later an they agreed. Then they send the box to the wrong add. to return the equipment but send the bill for not returning the euipment to the right address!!??? within a few days I receive a big bill from a collection agency of $750. so I called hughesnet an they said its for the 500$ termination fee, after I had already paid half! never once tried to contact me to even let me no they're doing that plus I had already paid half of it!!Desired Settlement: I would like my 500$ termination fee back and especially my last four 67$ monthly payments that I made to avoid the termination fee when I didn't even have internet!

Business

Response:

November 25, 2013

Review: In July 2013, we contacted this company to cancel our internet services at two locations. We were told that we needed a letter requesting cancellation signed by an officer of the company faxed to them. We faxed this letter on July 25, 2013 signed by the CFO of our company. We continued to receive invoices with new services charges. On November 19, 2013, they were contacted again to cancel service. We were told that they never received our fax and asked us to fax the cancellation request again. The request of cancellation was faxed again on November 29, 2013. On December 2, 2013, we again received an invoice for new charges and a collection letter. I called customer service again on December 3, 2013. I was again told that they never received the fax request to cancel services. I was told to fax again; however, instead of faxing the request again, I asked for a mailing address to mail the cancellation request. At first, I was told that it couldn't be done. They would only accept fax cancellations. After arguing that their fax method was not sufficient for us, I was then given a corporate address, but warned that it will take much longer to process than the fax method. I was also told that we would owe any back charges up til the time they receive the cancellation notice.Desired Settlement: I will mail the cancellation request to their corporate address they gave to me today (December 3, 2013) by certified mail. Hughes Systems Network, Attn: Customer Service, Mail Stop: [redacted]. However, we would like a bill adjustment for the amount due past the original faxed cancellation of July 25, 2013.

Business

Response:

I have called the customer, Jennifer Lagrange, to discuss the cancellation for their 2 sites [[redacted] & [redacted]] and proposed the following to her satisfaction.

I have read the background cases and I agree that you had attempted to cancel these on July 25, 2013.

These sites were commissioned on 7/1/2011 [site [redacted]] and 8/2/2011 [[redacted]]. In order so that you are not charged any early termination fees I am recommending to backdate the cancellation for both these sites to 8/3/2013. This way both sites will fall outside the 24 month window.

I am working to eliminate any service fees after that date as well.

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: Print the bill at the same time that my bank account is being drafted for payment.

Hughes Net reps misrepresent matters to get your business (i.e. monthly bill not what I was told, rebate not honored, payment collection not fair) I was bamboozled on a supposed rebate, when I mailed the rebate in, 30 days later I received a letter of denial advising that I did not lease new equipment or use a authorized installation rep. The company that supposedly handled the rebate had no contact information - no address and no telphone number. My appointment was set by a Hughes Net rep, how are these denial excuses my fault? Hughes Net requires electronic payment by credit card, debit card or e-check and generate the bill while drafting the bank account at the same time. The automated system gives one date for the draft to occur but HughesNet attempts collection before that date (suppose to draft account on 1/28/14 attempted on 1/26/2014). When the funds are not available on the early attempt, a past due notice occurs on the screen preventing immediate accessibility. The practice of drafting the bank account at the same time that the invoice is printed has been occurring since I initiated business with HughesNet on 9/25/2013. I have spoken with several reps about this practice, last month, when I complained a rep was kind enough to give me a $10 credit for the next 12 months but, while I am appreciative, that does not address the problem. I want to pay my bill but I would like to know what is going to be deducted from my accont before it drafted not while it is being drafted and then the invoice is made available.Desired Settlement: I would like for Hughes Net to print my invoice at least 5 days before they are going to draft my account.

Business

Response:

February 21, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Care division of Hughes it is our understanding that **. [redacted] has some concerns regarding charges to her HughesNet account.

After further review, our records reflect that Hughes has a bill date of every 26th of the month. Hughes will attempt to charge the credit card on that date. However, it depends on **. [redacted]’s financial institution when the charge will reflect her credit card.

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

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

[email protected]

Review: HUGHESNET KEEPS TRYING TO TELL ME THAT I AGREED TO PURCHASE THEIR SATALITE EQUIPMENT. I DIDN'T, BUT THEY KEEP TRYING TO CHARGE MY CC.

HUGHESNET MADE ME A DEAL TO LEASE THEIR EQUIPMENT, GET FREE INSTALLATION, AND 39.99 PER MONTH. THE FIRST THING THEY DID, WAS CHARGE MY CREDIT CARD WITH 397.00 FOR THE PURCHASE OF THE EQUIPMENT THAT WAS SUPPOSED TO BE LEASED. A MONTH LATER, AFTER ALL THE ARGUMENTS, CLOSING OUT THE CREDIT CARD, AND THE BANK GIVING US BACK THE MONEY, HUGHESNET DECIDED THAT THEIR SYSTEM SCREWED UP, SO THEY GAVE US THE REFUND. THEN THE DECIDED THAT THERE SHOULD BE A 199.99 INSTALL FEE, INSTEAD OF IT BEING FREE, LIKE THEY ORIGINALLY AGREED, SO THEY TRIED CHARGING THAT TO THE NOW TURNED OFF CREDIT CARD, AND MADE SOME NASTY PHONE CALLS BECAUSE THE CARD WAS TURNED OFF. THAT TOOK 3 WEEKS TO SOLVE. THEY HAVE NEVER CHARGED THE 39.99, THEY CHARGE 62.95, AND TRY TO GIVE ME FUTURE CREDITS, THAT NEVER TAKE EFFECT. AND NOW, AS OF 01/14, THEY ARE TRYING TO CHARGE ME FOR THE 357.00 AGAIN, FOR THE PURCHASE OF THE DISH, AND 199.95 FOR THE INSTALL. I'M JUST TIRED OF THE OVERCHARGING, AND ARGUING WITH THEM.Desired Settlement: ALTHOUGH I HAVE NEVER SIGNED A CONTRACT WITH THEM, AND HAVE NEVER SEEN THEIR PRICING SHEETS OR ANYTHING ELSE, I WANT THEM TO COME AND GET THEIR DISH OFF MY ROOF, AND REFUND THE 62.95 FROM THE LAST PAYMENT AND THE ORIGINAL 40.00 DEPOSIT, AND JUST LEAVE ME ALONE. THEY NEED TO STOP TRYING TO GET MONEY OUT OF MY ACCOUNTS, AND STOP CALLING ME, I DON'T WANT THEIR SERVICE, THEY ARE CROOKS.

Business

Response:

February 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on November 2, 2013 and requested to cancel his service on December 30, 2013. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.

**. [redacted] disputed his entire charge from Hughes in the amount of $357.97 with his bank and was rewarded that amount from his bank. Hughes has credited **. [redacted]’s account in the amount of $244.93. The difference of $113.04 is for two months of service charges which are valid. Once **. [redacted]’s leased equipment has been received his account will be credited in the amount of $300.00 plus tax and we have as a courtesy waived the early termination fee. **. [redacted] has been informed that the $357.97 dispute needs to be rescinded from his bank in order for his account with Hughes to be brought to a $0.00 balance. We informed **. [redacted] of our decision on February 24, 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. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Review: 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 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: Offer of free trial period not free. Service not as advertised!

Service did not provide good internet connection (dropped multiple times per day requiring rebooting) or video streaming (took more than 4 hours to download one movie)as advertised. I was charged a monthly fee even though every time I called to complain the agent insisted that it was a free trial period and they begged to increase the connection speed and extend the free trial for an additional month to see if the service was more satisfactory. It remained totally unsatisfactory! I called and insisted upon cancelling within the extended free trial period. I have been charge a total of $112.41 for this "free trial" period and they refused to remove the satellite dish from my second story deck so I had to hire someone to remove it and paid him $50 in addition.

When I spoke with a supervisor today (my fourth call) he said "Oh if you go to the legal description of our offer you'll see that the only thing we were waiving was the early cancellation fee, not the monthly fee".

I was duped and I am very unhappy.Desired Settlement: I am not even asking for reimbursement of the $50 I had to pay to have the Hugesnet dish removed from my house. All I want is a refund of the credit card charges made under false pretenses to my [redacted] account for a total of $112.41.

Business

Response:

April 23, 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 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 December 28, 2013 and requested to cancel her service on January 27, 2014. **. [redacted] was subsequently granted an additional 30 days to cancel without penalty. Due to the account being cancelled within the trial period, 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 $61.37 and that amount was refunded to the card on file. We informed **. [redacted] of our decision on April 23, 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. 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 am an active duty servicemember who recently moved out to [redacted], AL in October of 2013. I am also a online college student as well as my spouse who are not able to complete their assigned work because of the slow internet service. I have contacted Hughes Net various times in regards to my service issue. For example after working on a 7 paper that was due to the college I am currently attending I was not able to submit because the page would not load for me to send it kept timing out. I had to save my work to a thumb drive leave me home and go back onpost to the military base and complete my work in one of the libraries. My spouse and I have to go to the library after work to complete our assignments taking time away from our children and duties because our Internet Service in which we are paying a significant amount is not functional. I have never experienced such horrible customer service as well as internet service. It has become very stressful having to take time away from my home being that I already spend enough time away for us to be dealing with this. The service provided is not what we expected nor what was sold to us.Desired Settlement: I want my contract cancelled at no charge. I do not want to continue to pay for service that is not being provided.

Business

Response:

May 20, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on November 21, 2013. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed.” Hughes’ has received one technical call on this account which was a result of the monthly data allowance being exceeded. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical support. If his speeds are below average speeds we would be happy to offer advanced tech support to [redacted] to insure that his service is operating as it should. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. If [redacted] still wishes to cancel his service he will be within his contractual agreement, and an early termination fee will be a valid charge. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support[redacted][email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I have contacted HughesNet technical support numerous times. I have been on the phone with them troubleshooting the equipment while they performed diagnostics to figure out the issue. Every time they claimed they completed the troubleshooting my Internet Service worked just fine but as soon as I hang up the phone its right back to a non working basis which in my opinion they are controlling the speeds of my internet. I was contacted by an executive today who stated that they were going to perform the troubleshooting once again. I already know what the outcome will be and I will end up even more highly unsatisfied. I work to hard 12 hours a day iin a very demanding job and now I have to take off from work to sit with someone over the phone again to troubleshoot a problem that will continue to persist. I am not the only customer that is experiencing this issue in my area. Everyone is highly upset and canceling their service because of the horrible service provided. I will make sure that people I know or move in our area are aware of your practices. Yes you give people 30 days to cancel their service and it worked fine but that's the catch after those 30 days your locked in and you guys control the speeds and customers have no choice but to deal with it.

Regards,

Business

Response:

May 23, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your rebuttal letter, to the executive customer support division of Hughes, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on November 21, 2013. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed.” We have spoken to [redacted] in detail regarding his account and the technical issues he says he’s having. [redacted] was informed that there is no supported documentation from previous calls that suggests we were informed about any service issues. At this point, there have been two attempts to put [redacted] in contact with a member of our advanced technical support team to troubleshoot the service effectively and attempt to resolve any technical issues he may be experiencing. A message was left for [redacted] asking for a return call if he still wished to troubleshoot his serviced as planned on May 23, 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. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support[redacted][email protected]

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

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

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

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

Business

Response:

May 31, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# 10059450 Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and would like to cancel her account and have the equipment removed. After further review, we are unable to locate **. [redacted]’s Hughes account. Hughes will need the phone number or account number associated. We would need **. [redacted] to contact me directly. We left a message on 5/31/2014 and are awaiting a response to bring closure. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: 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: After signing up for their 30 day free trial, there services were not anywhere near reliable so I canceled well in time during the free trail. I was then charged $390.75 a week later stating I had canceled my two year contract. I never signed a contract or agreed to a contract of ANY kind. I am a single mother and DEPEND on my paycheck every week. this is a huge set back for me and this has actually over drawn my bank account and I am now being charged overdraft fees from my bank.

Hughes Net said they will reimburse my funds that were mistakenly withdrawn from my account in 45 DAYS!! I do not have 45 days to wait for almost $400.Desired Settlement: I would LOVE it if I could get refunded the almost $400 and have ALL my bank overdraft fees paid as well! This is not my fault and they have basically stolen from me! (Again I am a single mother that lives paycheck to paycheck)

Business

Response:

July 16, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on April 21, 2014 and initially requested to cancel her service on May 19, 2014. A 30 day trial period extension was granted and the last day to cancel without penalty would’ve been June 20, 2014. **. [redacted] called to cancel her service on June 20, 2014 and the system charged an early termination fee in the amount of $400.00. Due to the account being cancelled within the trial period, there was no contractual agreement and the early termination fee of $400 shouldn’t have applied. **. [redacted]’s account was credited the disputed amount of $400.00 for the early termination fee and that amount was refunded to the card on file on June 23, 2014. Our advanced billing department was able to confirm that the refund was received by **. [redacted]’s financial institution. Per the notes on her account, **. [redacted] states that she didn’t receive the refund because her card was canceled by her bank prior to posting the refund. Please be advised that we do have a confirmation transaction with reference numbers that the refund was successfully received by the bank. **. [redacted] will need to consult with her financial institution on the whereabouts of the refund in the amount of $400.00 that was issued to her card. 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 ther point, we would respectfully request that our response to ther 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]