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Reviews Hughes Network Systems

Hughes Network Systems Reviews (2417)

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

Business

Response:

December

4, 2014Dear

[redacted]:In

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

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

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

Termination: Lease Option If you cancel your order before

installation, you

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

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

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

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

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

of active Service.Please be advised

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

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

[redacted]’s frustration and concern. After

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

account if she is still within her commitment period. The

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

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

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

may contact me directly with any additional questions.We sincerely

regret any inconvenience that [redacted] may have experienced and are

hopeful that our actions will serve as a demonstration of our good faith. In

the event you have any additional questions or comments, do not hesitate to

contact me. Thank you very much for your

consideration.Very truly

yours,Ecole F

Consumer

Response:

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

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

Regards,

Review: 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

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

Review: I signed up for Hughes Internet service and worked tirelessly with their technical support to get the performance I was promised in their service level agreement. WE could never get there and therefore, they upped my service at no cost to me to the next performance level. They neglected to credit me for that service until I called and pleaded with them to honor their commitment. We then scheduled technicians to come out to my location 3 times and not once did they show up on the day it was scheduled after I took 3 days off work to meet them. I decided to cancel my service as they cannot meet the performance promised, they never showed up for their scheduled service calls and wouldn't credit me for the lack of service levels. I decided to cancel the service as they couldn't meet their service levels nor meet their appt windows. They refused to alleviate the early termination fee even though they could never get my service to work properly. Breech of contract. Secondly, they refuse to take the equipment off my property without charging me for a service call. They stuck me with huge charges, never met their service levels and now refuse to take the equipment back and I'm stuck with a huge satellite dish n the side of my house. If you read their de-installation guide, there is serious harm that could be inflicted if you don't remove the satellite components correctly and I believe this is also an unnecessary hazard they're subjecting me to.

Lastly, there is a bait and switch component at play here as well. They don't advertise VPN is not supported on their network and when I signed up for the service, they asked me how I would use the service at which point I told them I work from home and use VPN all day long. They never said a word about VPN not being supported on their network. I only found this out after searching the web and locating a host of other very upset customers who learned the hard way.Desired Settlement: I'm not asking for back pay for the service they couldn't meet, but I do want them to credit me the early termination fee and take the equipment off my property.

Business

Response:

March 17, 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 an early termination 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 brought the early termination fee to $44.16.

A box was sent to the address on file for the successful return of the equipment which needs to be returned within 45 days to avoid being charged an unreturned equipment fee.

We notified **. [redacted] of our decision on 3/14/2014.

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,

Executive Customer Support

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

[email protected]

Review: On May 28th, my internet provider Hughesnet stopped delivering service. My internet connection was completely non functional. When I called the one and only tech support phone number I got a recorded message that told me to call Dish Network, then gave me and number and hung up. When I called the phone number provided for Dish Network, they asked if I was a customer and when I informed them that I was not a customer, they said there is nothing they can do to help me. This situation continued for more than 2 months at which time I was forced to contract with another internet provider ([redacted]) so that I could access the internet. During this time Hughesnet continued to bill my credit card on a monthly basis but I was able to successfully contest those charges and receive refunds. Using the [redacted] internet connection I tried to chat and email hughesnet tech support but to no avail.On Friday 7/19 someone from the collection department at hughesnet called and asked for another credit card to use for the monthly charges. I informed her that hughesnet had broken the contract by not providing any service or any way to contact their tech support. She gave me a phone number to call to cancel my account. I called the number 3 different times, each time getting transferred numerous time, being on hold for more than 1/2 of an hour and then they system hung up on me. Finally, on 7/22 I was finally able to reach someone who was able to cancel the account. When I cancelled the account I was assured by the representative that there would be no more charges to my credit card. However, after the cancellation had been processed he ([redacted] case #[redacted]) informed me that I would be charged an early termination fee even after I had explained that I was left with no internet service and no way to contact tech support for more than 2 months. I informed him at that time that I refused to pay any cancellation fees since they had broken the contract by not providing any service or any way to contact them for support.Desired Settlement: Hughesnet shall NOT charge me any early termination fees and should provide me with a guarantee of that in writing.

Business

Response:

August 2, 2013

Review: April 2010 I entered a 2 year contract with Hughes Net internet service. Payments have been made regularly through auto deduction to my personal checking account. I recently started having connectivity problems and called customer service. I was told an upgrade would be necessary, since my leased equipment was out of date. I told them I would have to call them back regarding this.

I received a phone call tonight from a customer service representative who explained to me that the system I have is going to be shut down in the next few months, since the company was turning off the satellite that the system connects to. He stated it would be a free upgrade but I would have to extend my contract with them. I do not see this as legal practice. If Hughes Net is shutting down a satellite, then shouldn't it be their responsibility to transfer all service customers to the new satellite? I have held up my end of the deal by staying with the provider for 2 years. I was not told that the contract would have to be renewed during the initial installation process if and when they upgraded their satellites. I realize if I were the one wanting the upgrade, a new contract would be acceptable and practical. However, I am not the one initiating the upgrade. The reason I am opposing this contract, is because broadband service is slowly becoming available to my area, and I am wanting to change to this service as soon as it available. I do not and will not be forced to pay Hughes net a huge fee to get out of their service plan. I believe they are trying to keep customers from doing what I am doing and using unethical practices in order to accomplish their goal.Desired Settlement: I want my service to continue under the original contract. If an upgrade is necessary, then Hughes Net should upgrade my equipment and not force me to sign a new contract. If they cannot hold up to their business agreement, to provide me with service, I will be forced to file suit.

Business

Response:

November 1, 2013

Review: I recently ordered services through Hughes Net for internet. The sales representative spent more time telling me about the A+ rating with the Revdex.com than she did actually telling me about the services. She did not tell me that the service plan was not unlimited. She never told me that it was only 10 GB/ month. After finding out about this, I was given 3 tokens to help provide service. That is 1.5 GB. When those ran out, I attempted to purchase another token. The sight makes it appear as if you purchase 10000 MB for $5.00. In fact you only get 500 MB for $5.00. When I questioned it they refused to do anything about it.Desired Settlement: I want them to refund my money or at least some of it, fix the web site to reflect the correct information and I will be attempting to take my services else where and do not want any early disconnect charges.

Business

Response:

August 1, 2013

Review: There have been problems with the internet service since the first month it was installed. I have made several phone calls to get this resolved. There was limited or no internet connection at all times and when I called I was told that it was due to using the allotted amount of data. They claimed to have changed my data package when I still didn't have internet service I called AGAIN and they said they would send out a technician which did not show and no phone call was made to let me know they wouldn't be there. The following week a technician showed up and fixed an issue. I have been battling with Hughes Net to get refunds and they claim they are giving me some monthly credits but it is NOT to my satisfaction! I have not had even close to decent service if I had any at all and they refuse to refund what I have paid in the months that I couldn't use the internet. I told them I wanted my "service" terminated and was threatened with a cancellation fee. I very specifically told them they were NOT to debit my checking account for the monthly bill and yet they did anyway. I called yet again and was told that I had not made that claim and that I had not changed my billing options. I have had it!!!!!!Desired Settlement: I want the "service" cancelled, their equipment off my property, and to be refunded an acceptable amount not in the form of credits for internet service! I will never do business with Hughes Net again! I also do not want to be charged any cancellation fee.

Business

Response:

June 19, 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 service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 23, 2013. At the time **. [redacted] ordered his service, she had to agree to the terms and conditions of our subscriber agreement to begin her 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 her speeds are below average speeds we would be happy to offer advanced tech support to **. [redacted] to insure that her 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, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. If **. [redacted] still wishes to cancel his service she will be within her contractual agreement, and an early termination fee will be a valid charge. Regarding **. [redacted]’s concern of her account being on automatic debit, the agent wasn’t able to complete the request because the call dropped and terms and conditions must be read and agreed to when changing the billing method. 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]

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:

There are several statements in Hughes Nets' response that are untrue. First, there have been more than just one phone call to the company regarding my service. Secondly, I am completely aware that internet speeds are determined by several factors. I live alone. Therefore there is only one person connecting to the internet service here. I also understand that there may also be connection issues during inclement weather. This is NOT the case with the issues I am having with Hughes Net. The internet service goes out nearly EVERY DAY even after their technician finally showed up. As far as the "contract" that I signed......this also states that I am to be provided a service for the fee I pay every month. This is not even close to satisfactory service. I certainly should not be charged an early termination fee for cancelling my so called "service". This has been nothing but a nightmare. I have given Hughes Net SEVERAL opportunities to make this right and they have not done so. I believe 8 months is more than enough time to have resolved these issues. So no, I do not accept Huges Nets response.Regards,[redacted]

Business

Response:

June 26, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your rebuttal letter, to the executive customer support division of Hughes, we have previously attempted to contact Ms. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service. Regarding **. [redacted]’s latest concern, to reiterate we fully expect her to receive the service that Hughes says it can deliver which is why it is strongly suggested to troubleshoot the service with the technical support team. There are no documented speed and web response tests to determine if there is a problem with the service that **. [redacted] is receiving. As previously mentioned, our records indicate there has been only one technical call meaning there were no other calls to report problems with the service. In order for Hughes to be able to determine if **. [redacted] has a problem with the service, we have to be able to troubleshoot the service. If Ms. [redacted] still wishes to cancel her service she will be within her contractual agreement, and an early termination fee will be a valid charge. All customers have 30 days from the period of activation to cancel without penalty. 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]

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:

As stated previously, there have been numerous phone calls to Hughes Net with little to nothing done. I feel 8-9 months is MORE than enough time for them to have resolved any issues there have been which they have not done and had made no attempt to do so until they were reported to the Revdex.com. I have wasted too much time with them and will not waste any more. I want nothing more to do with Hughes Net. Regards,[redacted]

Review: When I first called Hughesnet, I was having trouble finding an internet provider that would service my location. At first I was very happy to find one that would. When I signed up, I was told that the service I would be getting would be inferior for about a week until the Gen4 service would be available and then I would be upgraded immediately. Installation was upwards of $200 initially and I was told that it would be a one time fee. After the first TWO weeks, instead of the ONE week the Salesman "[redacted]" told me it would be, I was informed that to completely upgrade, I needed entirely new equipment installed and that I would be charged another one time fee of $340.13. As I and the rest of my family are heavy computer users, I ignorantly agreed and had the "new" equipment installed. At the time of the upgrade I was NOT told that there would be an overnight download allowance versus the unlimited overnight download I would get for the "Lesser" service I was getting. I was also unaware that the billing period and the download allowance period were not the same. Billing is from the 18th to the 18th of every month and the download allowance if per calendar month. I found this out after several phone calls.

Initially, the service seemed just ok. Not great, but ok, until I started to notice that the download speeds were less than half of what I had signed up to get. Hughesnet advertises the fastest speeds over any other company. This is an outright lie. I have experienced download speeds of 512kbps and 1052kbps. As opposed to the advertised 6mbps and 12mbps that were supposed to come with my particular plan"Which happens to be the most expensive"

I am thoroughly unhappy with the service I am getting, and the responses from the customer service department have been a joke. I have been told that my usage is too high and that I have gone OVER the allowance amount, during times when my computers were turned off. I believe that they are falsifying usage for my location and locking down my service. I have requested the usage reports and have been denied access to them since it is apparently against their policy to provide me with that information.

I will be cancelling my service early and paying the termination fee that they require even though the service provided was not what I was paying for. This was a horrible learning experience and this company should be investigated. The sales staff and outsourced technical support staff are scripted to flat out lie to the customers and potential customers.Desired Settlement: I would like a refund of my pending early termination of service fee.

Business

Response:

October 17,

2013

Review: Improper billing, poor customer service and unathorized charging

I signed up with hughesnet in December of 2012 and I was asked for a credit cars information so they could do a pending transaction, ONLY. I never revived a bill or any documents with account information and in January 2013 they charged me for two months directly out of my account, which was not authorized. When I called customer service they were very rude and told me that they charge two months in advance. When I stated they had used my information unauthorized is when they decided to "refund" me for a the extra month. When I never revived my refund after 7 business days I called again to find out that they had never processed a refund. Not only did I have these problem within the first 35 days I was stuck for two years because I didn't cancel the service within the first 30 days. But I recived horrible service from hughesnet. It is honestly faster to log off my wifi on my cell phone and use my 4G. Now one year into being stuck with this internet provider I am once again experiencing poor customer service and over charges on my bill. I recently combined bank account with my husband and closed out the one hughesnet was connected to. So I called to update my account information, they asked how I liked the service and I told them I hated it because it was slow. They offered me the next plan up that was $20 more than the $68 that I was already paying and I told them I did not want to pay anymore than I am already paying for internet service I can barely use. So I was offered the same plan for the same rate as I am paying for 6 months. I agrees to try it. When my bill came in this month I was charged $88. So I called and the first person I spoke with told me that it is because they charge two months in advance, the second person said it was an upgrade fee and prorate fee. But I was unaware of both fees, I would not have accepted the new plan if I would have known of the fees. They will not refund the fees even though it is due to the lack of communication they give their customer. They never communicate to their customer about any charges and they lack good customer service and satisfaction. They apparently do know have the customer is always right policy. I would not recommend hughesnet for anyone searching for an internet provider the price you pay is not worth the service that can barely be used.Desired Settlement: I want out of my contract for free. I no longer want or need these service and I am tired of being over charged and getting little to no help when I call.

Business

Response:

February 26, 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 her HughesNet service.

**. [redacted] states she had issues with her billing cycle. As a result, Hughes issued a refund to the credit card on file. In addition, we applied a credit for $20.00 off for (10) months.

Unfortunately, we will be unable to cancel the account without penalty.

We left a message informing **. [redacted] of our decision on 2/26/2014 and we are 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]

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:

Hughesnet did NOT give me a refund this January to the charges, the only refund I have received were in January 2013. They are not reading my full complaint, as far as the lack of communicates from the customer service issues with the reps not explaining charges and poor quality service. I am still very unhappy and not a satisfied with any services that I receive from this company.

Regards,

[redacted]

Review: Satellite internet plan mis-represented. Cap on data allowance not explained.

Hughes Net satellite internet customer Acct # [redacted] . The plan we are on was mis-represented to us. We were told it was download speed, not data allowance. After experiencing internet issues and calling Hughes Net customer service, we discovered that we were capped at a certain data level, which had nothing to do with internet speed. We were also advised that breaking the contract would cost us $400, which seems an exorbitant price. There are two online college students in the home. We would have never signed up for this if we had known there would be a data allowance/cap.Desired Settlement: We wish to stop the contract with Hughes Net and not pay the $400 fee due to mis-representation of services.

Business

Response:

August 6, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to Crystal Reardon and was activated on May 6, 2014. On August 6, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $385.00. 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 $385.00 to her account representing the early termination fee. We informed [redacted] of our decision on August 6, 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, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

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

Regards,

Review: I cancelled my service with Hughes net in June 2013. I was told that I would receive pre-paid boxes to return the satellite radio and modem back to the company. I called in July and again in August and was told to wait for the boxes. I did not receive any contact with Hughes net until August 20, which was an email stating that my un-subscription was successful (I have kept a copy of this email). On 5 September my back account was charged $106.00 by Huges net. I called them to ask why. I was told that the money would be held until they received their equipment. I have never received any boxes from them. the customer service rep told me they had delivery confirmation from UPS but refused to give me the UPS tracking number, put me on hold then told me she could not find the UPS number. I have been on hold for over 30 minutes shifted between customer service reps.Desired Settlement: I would like to have the boxes so I can send them their equipment, and I want the $106.00 back.

Business

Response:

September 24, 2013

Review: Abuse of banking privileges.HughesNet has lost equipment Modem which was returned (8-24-2012) to the company in the box they sent to me for that purpose. After attempting to access my bank account for payment of the modem in (4/2013) failed, they sent me a letter requesting $106.00 for the part.Earlier this year Hughes charged my account 212.00 for the radio that wasn't returned with the modem.They never contacted me that the radio was missing. I filed fraud charges with the bank to get my money back.I paid $5.00 extra on my account for the right to pay by invoice. I went online to pay and they kept my charge number without my knowledge and took money from my account without my permission.This last violation was the 3rd time. I have complained to the company but communication is an issue.

Product_Or_Service: internet service by satellite

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

Stop the charges which means leave me and my bank account alone. Fix communication issues so no other customer will be victimized by this company.

Business

Response:

May 20, 2013

Review: I recently relocated to the Atlanta area from [redacted] Maryland and had Hughesnet internet service installed at my home on the day I moved in which was January 6, 2014. From the first day the service was installed I received horrible service and thought that maybe the service was bad due to the number of devices that I had linked to the internet. It took me a while to get settled in to my new home in a new state and once I had completely settled in I thought it would be a good opportunity to dig into what the potential problem was. After looking into the issue I found that it was not the number of devices but the internet service I had, by turning off all of my devices except for my laptop and I found the real problem. I complained initially to customer service and received a few months discounted service but the service never improved so I called customer service back in April 2014 and informed them that I was not pleased with the level of service that I was receiving and I wanted to discontinue my service. The representative on the phone offered me more discounted service but never offered a resolution to the slow internet service that I was receiving so I decided to follow through with discontinuing the slow service I was receiving. The representative explained that my minutes for service was being over used at which time I asked him to explain what he meant by this. He stated that I have a limited amount of hours to use my internet service which was never explained to me when I signed up for the service. I informed the representative that I wasn't explained this when I initially signed up for the service and was offered an apology but that was it. After choosing to discontinue my service based on the fact that I had received horrible service from day one, I was told that if I chose to disconnect the service I would be billed $385.00 for discontinuing the service. I asked for a supervisor and the representative stated that he would reduce the fee to $185.00 and I told him that I should not be charged any fee because the service they provided was horrible and did not meet my needs. The representative transferred me to a supervisor and after speaking with him he refused to remove the fee that I believe is unacceptable based on the lack of service I was given with Hughesnet system. The supervisor stated he did not care if I felt the service was horrible and that he would mail a bill out to me in the amount of $185.00 which I received today 5/12/14. If the service met my standards and was not slow I would continue to be a Hughesnet customer for life, however receiving a bill for first $385.00 and then $185.00 because I was not pleased with the service left a very bad taste in my mouth and I will never refer Hughesnet or give them another chance to win my business back in the future. I feel that this $185.00 fee is excessive and I am being penalized because of the lack of internet service that Hughesnet provides.Desired Settlement: I would like the amount of $185.00 to reduced to zero based on the horrible service I received from them. I should not be penalized and have to pay $185.00 for service that did not satisfy me. I have returned their equipment and paid my balance due for monthly usage and don't believe that I am responsible for their insufficient service levels with internet.

Business

Response:

June 6, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’ service was activated on January 6, 2014. On April 24, 2014, **. [redacted]’ account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $370.00. All customers have 30 days to cancel service for any reason without penalty. Regarding **. [redacted]’ request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’ 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 his account representing half of the early termination fee. In addition to the $185.00 credit, we have credited $153.00 of the $255.00 worth of charges for service on the account since it was installed. We informed **. [redacted] of our decision on June 6, 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]

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: Hughesnet does not have a signed document from me agreeing to any early termination penalty as mentioned in the written response. Also they have not done anything in good faith. Please see the attached document with additional information in response to Hughesnet. If the representative I spoke with does not have the authority to waive the penalty, I would like to speak with someone within the company that has the authority and can resolve a horrible customer experience.

Regards,

Business

Response:

June 26, 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 second rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Regarding **. [redacted]’ latest concern, Hughes has waived the early termination fee in full. At this point, we have waived the remaining $185.00 of the $370.00 early termination fee which brings the final balance to zero. 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]

Consumer

Response:

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

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

Regards,

Review: 2 year contract ended January 10, 2014. January bill due 1/10/14, paid 1-6/14 $66.97 debit, confirmation # [redacted]; current account with 0 balance.

February bill due 2/10/14...cancelled service 2/12/14.

I am told I owe $133.00 (approx) and service in the cables will remain active until 3/11/14.

Why would I pay a month in advance with active inline home cables?

I do not object to a pro-rate for a few days; however, I feel a month in advance and service until March 2014 is a scam.Desired Settlement: disconnect the inline house service now, not in March. I have a new server. Why would I pay for two?

Bill me for 2-3 days pro-rate, since I am current. Don't bill be for a month in advance.

Provide documentation on the cancellation policy; billing a month in advance.

Business

Response:

March 5, 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 her service.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern.

After further review, we would need to speak directly to **. [redacted] regarding her VOIP concerns. In addition, she may visit http://legal.hughesnet.com/Home.cfm to find out about our terms and conditions of service including our (24) month contractual agreement.

We have issued a one-month service credit to her account in the amount of $62.51.

**. [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. 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: We had no satellite internet services during the day time hours only after seven pm mostly but some times not at all.

All efforts via email and phone went unheeded until we sent notice via Emil and USPS that we wanted to discontinue the service ( or lack of) with Hughes Network Systems.

After weeks of disappointing customer service a representive finally ran a test from their end and said nothing showed at fault however I needed to up grade to their new and more expensive service they have or I would have to pay for a service call to have someone look at the equipment that we rented from them. We opted to rent the equipment verses owning as they were supposed to fix it at their expense.

It is my opinion the customer services is greatly lackingDesired Settlement: Others beware

Business

Response:

April 30, 2013

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 attempted to contact [redacted] to resolve the outstanding matter on 4/30/2013. It is our understanding that [redacted] has some concerns regarding his service and is seeking an explanation of his browsing speeds and repair of his leased equipment.

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. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. Leased customers are required to pay for a technical dispatch if there system is out of warranty.

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

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:

Hughesnet did attempt to contact me but only after I indicated that I was going to dicontinue their service. It is my opinion that they did not act in good faith regarding the service expected.

Regardless It is over and done with, as I am rid of them.

Regards,

I have been trying to get a refund owed to me in the amount of $355.00 credited back to my credit card for two months!! Everytime I call I get the Phillipines, with workers who give me FAKE american names! They admitted to the fake names today, 6/9/2015 sighting they use them for security purposes and will not give out their real names to customers. Any business doing this kind of practice needs to be investigated! No AMERICAN NEEDS TO DO BUSINESS WITH THIS COMPANY. Today they informed me they could not credit back my amount to the credit card on file because I had closed the account. The account still can take credits. They told me I would have to wait another 45 days for a check, or I could give them a debted card, which I did and when I did they hung up!!! I called back, and was told a credit has been issued to the old credit card!! I now had to close my debited card for my own protection!! PLEASE STOP THIS BUSINESS NOW BEFORE SOMEONE ELSE GETS HURT.

Review: My credit card has been used to make unauthorized payments. I contacted HughesNet in regards to what this charge was for and the representative stated it was for "unforeseen taxes" . I did not authorize HughesNet to charge my card for anything other than the initial install fee of $449.97. I am requesting the charge of $25.89 returned to me in the form of a check and to have my credit card information removed immediately. I am also requesting a detailed invoice of these so called " unforeseen taxes" as well as an explanation as to why I was not informed and billed appropriately. Use of my billing information for unauthorized purposes is unacceptable and will not be tolerated.Desired Settlement: Refund of $25.89 in the form of a check. Removal of my billing information and a detailed invoice explaining the charges.

Business

Response:

June 19, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

After further review, at the time **. [redacted] place his order taxes ($35.89) are exclude from the initial payment.

The initial order was for $199.99 for the equipment, $199.99 for the installation, $59.99 for the service fee and a $20.00 service discount bringing the amount to $439.97. The initial payment was for $449.97;therefore we deducted $10.00 from the initial payment bringing the amount due to $25.89 for taxes; bringing the total amount charged to $475.86.

We have included a breakdown of those charges for **. [redacted] review. In light of the difficulties **. [redacted] experience with our service; we have issue a refund of the $35.89 to the credit card on file.

**. [redacted] would need to contact our customer support team to move his account to invoice billing at ###-###-####.

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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory with one change. Please advise Hughsnet to mail me a check or credit my bill with the refund, as I have canceled that credit card after it was used without my knowledge or consent.

Regards,

Review: 44 FYI

On 5/15/14, we called them about our service that we are having problems with the internet. I finally showed them that it was their equipment that was faulty and wanted someone to come look at it. I had to just keep rebooting our box. Finally, I had to not work at home anymore because the service is awful. We called today to cancel our service because no one would come out and work on it. Finally someone said they will allow someone to come out. They charged us 166$ in termination fees to do this. We are not the only people in this area having trouble, but we can not get anyone out here to help us. This was supposed to be a two year contract but they were not holding up their end.Desired Settlement: Unspecified

Business

Response:

June 5, 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, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. **. [redacted] has cancelled her account. An early termination fee of $250.00 applied to the account due to cancelling within her 24 month contractual agreement. We issued a one month courtesy credit to the account of $83.13, bringing the amount due to $166.67. **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label will be shipped to the address on file for the successful return. We left a message notifying **. [redacted] of our decision. We would need to speak directly to **. [redacted] to bring closure to her complaint. **. [redacted] may contact me at the number below. 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, [redacted] Executive Customer Care ###-###-#### [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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