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Reviews Hughes Network Systems

Hughes Network Systems Reviews (2417)

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: 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 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: 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: 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: 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: 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 have tried to disconnect from hughes net since November 5, 2013 they removed their equipment from the house. I finally had to call the bank and stop automatic payments. So now I get a letter stating that I owe them July 2014 payment. I finally got to disconnect today July 18, 2014. I believe hughes net owes at least a 6 month credit to credit card on file. The phone number on this application will allow them to view the account.Desired Settlement: 6 month credit to card on file. Monthly take was $71.14

Business

Response:

August 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 Care division of Hughes, it is our understanding that [redacted] has some concerns regarding charges to an account thought be closed. [redacted]’s account appears to be associated with [redacted] and she would need to contact ###-###-#### to bring closure to her concerns. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

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:

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 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: 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

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: On or about June 1,2014 I went on the HughesNet website looking for broadband internet access to stream [redacted]. I had heard rumors that some satellite providers put limits on how much data could be downloaded without being charged extra. The website did not tell of a limit. I then used the phone to call a HughesNet representative. I asked about a limit on downloads without being charged extra. I was told that there was no limit. I then asked about my being able to use HughesNet to stream [redacted] . I was told that I would be able to. I then paid $89 to have HughesNet installed. It was installed on June 5,2014. I tried to use HughesNet to stream [redacted] . It would stream for 2 min. than download 4-5 min. and keep repeating this process. Not a way to enjoy a movie. I was unable to use HughesNet for this purpose. I then did research and found I had been lied about the download limit. The limit is not enough to allow me to use [redacted] as my primary T.V. , even if I was able to stream [redacted]. This was my purpose in getting what I was told was broadband internet, with enough bandwidth to stream [redacted]. I was lied to and signed a contract for something that is useless to me. This is not what I was led to believe I was getting by the HughesNet representative. Unless both parties have a clear understanding of a contract, the contract is null and void. I was mislead as to what I was getting by the HughesNet representative.

I thenDesired Settlement: Either get what I was led to believe I was getting, a broadband internet connection with the ability to stream [redacted] with no limits on downloads, or my money refunded in full and HughesNet uninstalled at their expense.

Business

Response:

July 18, 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 division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’ service was activated on June 5, 2014. Relative to **. [redacted]’ concerns in regards to Hughes not having unlimited browsing, our service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. You can use [redacted] with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. 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. All customers are given 30 days to cancel without penalty. We believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy if **. [redacted] decides to cancel his service. We will apply a credit to the account to offset the early termination fee if the account is canceled before August 5, 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: 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: 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: Hughes Net Internet.... They charged me twice on my credit card for internet. I was calling them with no internet and problems, they could never get a repair person out to us in a timely fashion. So I disconnected from them just over my 30 days and now they are still trying to charge me for a disconnect fee. They also charged my credit card fees that they didn't tell me when I received the internet.Desired Settlement: that they take off the disconnect fee... They charged my credit card for 138.00 for less than 30 days of actual internet that I received, I don't feel I should have to pay anymore and for the extra fees they already charged me and didn't tell me about those

Business

Response:

July 17, 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 about her account and is seeking the early termination fee waived. ”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.” Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she 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 recognition of [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes issued a credit of $200.00 to cover half of the early termination fee. [redacted] was charged $163.89. We have issued another refund of $82.00 to the credit card on file leaving the amount charged to $81.89. [redacted] may contact me with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, Ecole F[redacted] Executive Support ###-###-#### [email protected]

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: 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: 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]

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Description: Television - Cable, CATV & Satellite, Internet Marketing Services, Internet Services

Address: 11717 Exploration Ln, Germantown, Maryland, United States, 20876-2700

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