Hughes Network Systems

Review: we have been a customer sense 2010 with HughesNet . we have been leasing their equipment all this time . For 3 months or longer now we have been having a lot of problems and have not been getting service over half of the time .we have called and complained over and over and have ask them to come out and fix it .no one has ever came. they told us they could never get ahold of us .but we have not received a call from them. we would call and they would run a test and tell us all we needed to do was unplug it . we called again and told them if they didn't fix it that we were going to end our service .they then told us it would cost us over 180.00 to come out and fix it .before they said before all we needed to do is unplug it .we told them no we wanted to end our service .then they offered us 6 months free if we stayed .we said no we are not getting any service it does work .they then told us we will owe them a $400.00 early termination fee .we have no contract with them all we got is poor/no service from them for over 3 months. we just want to end our service. and send their stuff back .Desired Settlement: we do not want to owe them for anything for the very poor/no service. we just want a box to send their things back and be done with them forever.

Business

Response:

September 12, 2013

Review: before agreeing to service I asked if their internet service worked in my area and would it be strong enough for my son to play to x-box and they said yes. they brought equipment out and hooked it up- it didn't do as they said. They didn't want to remove it, the installer said that they would get their money one way or another. Very rude. There are hours and hours and hours of calls with HughesNet. They promise tier 2 will be calling me back and I am still waiting. 12/20/12 they installed it, I disputed through my credit card company. HughesNet responded to the dispute so my credit card company place the bill of $402.03 back on my credit card on 1/3/2013. I decided to just pay for this and stop the hours of phone calls and reduce this stress, so I paid it. HughesNet charged my card automatically again in March of 2013- I have disputed that one and paid my credit card off and changed my credit card number so they can't automatically bill me. (I called HughesNet and asked them why did they charge me again and they said they don't see where I paid it in January) I got my credit card company on the phone and had a supervisor speak with Hughesnet and citinet told her the date and confirmation number that they got their money of $402.03. The teller on the phone said that she can't see it and that she will have tier 2 call me.. this has been over 2 weeks. HughesNet have sent this bill over to collections- the bill is under my son's name [redacted] but with my credit card: [redacted]. There has been many conversations with HughesNet and they have been unhelpful, rude and non caring. We have sent back the equipment as well, which they said they would refund some of the money for that when they receive it. They have acknowledge that they received it but now saying that they aren't going to refund anything because I didn't pay it. (*the dispute that I started in March I have won- the reason I won is because it's not a valid charge) I want them to retract that bill from the collections bureau and stop calling - send an apology via email so I can place it in the credit bureau file as well.

they should not have sold something when they knew good and well it didn't work in my area.Desired Settlement: retract bill from collections

refund the money for the equipment as promised

Business

Response:

June 27, 2013

Review: I cancelled back in October 2012. I informed them that I just became a widow and needed to scale back. I received a better rate from another internet service more in my price range. First they said they could not talk to me as it was only in my husbands name. Again I said my husband passed away. I asked did they need a death certificate. They said no but would notify the proper dept. and they would get in touch with me. I did not here from them but received another bill.

I called again, They then said they would put the acct. in my name so they could talk to me about the bill. I again told them I cancelled this acct in October as I could not afford them and found another internet carrier in my price range. They were not happy about this at all. I was informed to return all equipment and they would settle up my bill. I informed them that I sent them that months payment. I am still getting bills now it is up to $411.04. I do not know how to get this to stop. They are ruining my credit. something I do not need at this time. I am on Social Security.Desired Settlement: Stop Billing me on something I cancelled in October 2012.

Business

Response:

March 18, 2013

Review: I signed a contract with Hughesnet 11/12/12 and began having service issues mid-December (immediately after the 30 day contract trial period). Called and spoke with Tech support 12/21 and the rep refused to acknowledge that the problem could be with Hughesnet. He claimed it was an issue with the device we were using since our internet worked with other devices. I explained that the device was brand new, but he insisted it could not be the service. I paid $150 to have the manufacturer service the device. It was sent back and claimed to be in mint condition. It still did not work with the internet so I called Hughesnet back. Same thing, it had to be the device because the internet was fine. I sent the device back to manufacturer and same thing happened. Then it happened with another device (my wireless router) and hughesnet refused to acknowledge a service issue. In Feb, my new semester in college started and I was unable to access my classes. Called Hughesnet and same thing, it could not be the service, only the device. My husband bought me a new computer thinking the problem might have been my old laptop. I was still unable to access classes. I paid an outside company $150 to take remote access of my computer to find out why I was unable to access. No problems found in my device. My husband took the new comp to my friend's home, connected to her cable and I was able to access my class. 2 out of the 3 months we paid a ridiculous price for internet that we were not able to completely utilize. I called hughesnet demanding OUT of my contract and was told that I had never called in previously, this was their first awareness of service issue, so I was not able to get out of contract. Accountability is obviously not something this company is keen on. I canceled service and begged to have the cancellation fee waived since their company had invalidated the contract when they did not provide the service they guaranteed. I was refused. I cried and felt sick to my stomach.Desired Settlement: I want my cancellation fee waived. I called on more than one occasion. I wasted time on hold with this company (ranging from 15 mins to over an hour). I was given the run around by numerous technicians and representatives. When I asked for my service to be repaired, I was told that there is a charge for that. I have never felt so let down and cheated by a company in my life. All I want is to have my cancellation fee waived. It would be the one pleasant thing Hughesnet ever did.

Business

Response:

March 11, 2013

Review: 8-27-2013

This letter is in regards to the dispute I have with Hughesnet internet provider.

On July 10th 2012 I contacted Hughesnet to inform them that yet again our internet service was not working properly. After trying to troubleshoot through the problem I was informed that I had to purchase another modem at my expense. After having nothing but trouble with the internet service through the years, which required us to have a service representative replace modems and fix our dish countless times and eventually move our dish to the roof, I decided to not purchase a new modem and wait to find a new internet provider.

We knew that a new internet service, [redacted] Broadband, was coming to our area soon and waited to see if we would be able to have our internet service through them. On July 16, 2012 we switched our internet service to [redacted] Broadband and called Hughesnet to cancel our internet service with them. We were told by the Hughesnet representative that they would stop our internet service immediately and that the removal of the dish on the roof was our responsibility.

When I received my August 2013 [redacted] statement I noticed the $69.99 charge from Hughesnet so I looked back at my passed statements and realized that they had never stopped charging me for internet service even though it had been canceled on July 16th 2012.

I called Hughesnet to have this straightened out and to have my bank account reimbursed for the fourteen months that we had no internet service through them and was charged anyway. I was transferred to a manager, who refused to provide his name. He informed me that Hughesnet would not reimburse me for those months because I did not contact the accounting department about closing my account and that is why I remained active. The service representative that I talked to on July 16, 2012 did not tell me I had to do this and was assured that our internet service was terminated and that I was responsible for removing the dish from our house.

The Hughesnet representative said they would remove the August 2013 bill but refused to help any further.

They can surely see that we have had no internet usage through them since July 16 2012.

Thank you for your help in this matter

Sincerely,

[redacted]. [redacted]

Since this letter has been written we had [redacted] stop all automatic withdrawals by Hughesnet. Now we have received a letter from a collection agency to try and collect three months of payments! This means not only did Hughesnet not reimburse us for August, but they are charging us for it and two additional months in spite of the numerous calls we have had with Hughesnet explaining that we canceled our internet service with them!Desired Settlement: I wish to be reimbursed for the amount taken from our account after our service was canceled with Hughesnet and for them to stop billing me for a service we have canceled.

Business

Response:

November 22,

2013

Review: We tried to bundle our directv with Hughes Net Internet services but we were lied to from the beginning about what they offered and how their services worked. They installed the dish on our deck and when I asked how do we get the internet to work, I was instructed to by $100 modem. The equipment he installed would not give us internet unless we had the $100 modem. That should have been told to us prior to the installation. I immediately canceled the service after the installer left. I received a box to return the equipment and the shipping label was missing. I called and it took 4 days for a new label to come. I had the box sealed and immediately put the label on it and took it to UPS to return. Hughes net took out $50.73 on October 7th which was not authorized because I canceled the service and we never used it. That money caused our bank to overdraft this week because they did not return the money, until Thomas authorized it. We would not have known that if we didn't call them today 11/7. We did not use the service so there should not have been any charges. Equipment was returned in a very quick timeframe. We live paycheck to paycheck and yes that $50 caused us to have $74 in insufficient fund fees a month after they took it out and never returned it. We were told they took it from Hughes net but it was waiting for approval from Thomas to put it back into his account. What would have happened to the money if we didn't call today? No one see** to know. They are selling a service and not giving all the information needed to the customer to make and informed and accurate decision. Their business practices are unethical and need to be stopped. They did not have authorization to take funds from the account because we did not keep their horrible services. We canceled within an hour of the installer leaving. There were no services used so how can they take any money?Desired Settlement: We want the $50.73 returned immediately and the $74.00 insufficient funds because we would not have had them if they didn't take money that was not theirs to take. No service No payment. Please help us get what is owed to us due to their terrible business practices.

Business

Response:

December 6, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [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 her HughesNet service and is seeking a refund to her account due to canceling after the installation.

Our Executive Customer Care representative reviewed all pertinent database records prior to attempting to contact **. [redacted]. After further review, we have issued a refund of $51.37 to the credit card on file. We would need to speak directly to **. [redacted] in regards to the refund of insufficient fees.

We left a message on 12/06/2013 and are currently awaiting a return call.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: In Sept of 2012 I recieved a card in the mail from Hughesnet saying that the new gen 4 system was available in my area.I called and ordered the new gen 4 and had it installed.I was told by both the sales person and the installer I would realy like the gen 4 system.On may 31 the moden went out.I called hughesnet to have it repaired.The tech on the phone informed me I did not have gen 4 but gen 3.He offered to upgrade it for $99.00 more and a new 2 year contract.Why should I pay for something I was supposed to have recieved 5 months earlier.That is outright fraud in my book.Also do a search on hughesnet site and you will not find one return on gen 3.Desired Settlement: To recieve the gen 4 that I had ordered back in Sept 2012.

Business

Response:

June 20, 2013

Review: Since I have already filed a complaint and "[redacted]" responded to help me and I evidently had to have cable installed to fix my issues and I did install tv, it did not help me to be able to watch a few random things on yahoo, etc. This system is costing me tremendously more than I should have to pay in this day and age. I should be able to watch anything I want do now that I have INTERNET AND TV. BAD BAD BAD SERVICE and SYSTEM……I'M VERY PISSED! Especially since this is not my fist complaint,

Business

Response:

December 6, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted] & [redacted]

Dear **. [redacted]:

In response to your letter dated December 4, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. **. [redacted] has some concerns regarding the sale of her HughesNet service and is seeking to resolve her service issues. **. [redacted] ordered her service through [redacted] LLC (SA) and claims she was promised she would be able to watch many videos. **. [redacted]’s sales call is under review.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate **. [redacted]’s account was activated on October 5, 2013.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service. The section 8.2 FAIR ACCESS POLICY of the Hughes’ subscriber agreement contains specific language advising our customers that “to ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a download threshold to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed.”

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has agreed to resolve the

sales and service issues. As an executive courtesy, Hughes issued a first month service credit to **. [redacted]’s account in the amount of $59.99 on November 12, 2013. On November 11, 2013 Hughes ordered a complimentary field service dispatch, to thoroughly evaluate the operational capacity, and replace or repair system components of **. [redacted]’s equipment. Hughes will continue to monitor the performance of **. [redacted]’s service; we are committed to working with **. [redacted] to ensure she is satisfied with her repair. Should **. [redacted] remain unsatisfied with the performance of her service, Hughes will allow **. [redacted] to cancel the account without an early termination fee.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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.

Sincerely,

Executive Customer Support

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

Review: February 2013 Hughesnet was bundled with my cable tv provider. The tech they sent to install my internet was there all day, and when I arrived home that night, my cable tv did not work. I called direct tv out, and they informed me that all of the cables they had installed, had been removed and ran into the hughesnet equipment. I decided that this was unexceptable, and I canceled my hughnet as my internet provider. They sent a mailing label, and I returned all equipment that was installed in my house. October 31, 2013, $215.60 was removed from my bank account from Hughesnet. I called the customerservice number, and was told that there was equipment attached to the satelite dish (which is on top of my house) that I failed to return. That I had to pay $100 to get a tech out to remove it, and then I was to cover the shipping cost as I was the one who didnt return all equipment. I never received a notification that this was needed, that I was responsible for anything on my roof. The customer service rep finally agreed to waive the $100 service fee for the tech to remove, but that I was responsible for shipping. After 30 minutes on the phone (29:54) a tech will be coming to my house to remove said equipment, I will be reimbursed for my shipping costs once I fax the receipt, and my $215.60 will be returned once they receive my equipment. Thanks to the money being removed, I am in default and have incurred charges from my bank.

Business

Response:

November 20, 2013

It has taken 3 long phone calls at 20 mins to an hour plus a piece to change service to our new house and cancel service to our rented house. We were double billed 2 months. (They have NOT reimbursed the double billing). And when they canceled the old house they billed us an early cancellation fee of $220 even though we remained customers at the new house!! They did promise there would not be a fee. On the third call the rep said he did see it noted on the account that we would NOT be billed the fee. Stayed on hold a very long time while he worked with his supervisor to get the fee returned. When he came back he said he and his supervisor had to fight with billing to get the fee returned!?! What kind of company is this that treats its customers so badly? I'm outraged that I have been double billed AND fined for this company's mistakes and incompetence. I've never had such poor experiences with a service provider. Now it's a 7 day wait to see if they followed through on returning the early cancellation fee. There has been NO offer of returning the double billed months. It's mind boggling. If I could cancel altogether and get a better provider I would. But that would be another fee.

This business is stealing from ignorant people. I understand they may offer service to those in remote areas but they should disclose that there are better ISPs in an area. They service is inferior and expensive that includes a contract. Someone like my mother has no idea what they re doing when signing up for an isp and they have taken her money.

Review: In 2013 I contacted HughesNet who told me their services were better than what we had but internet was intermittent & I couldn't always connect so I called them within the first couple weeks of installation & they told me I couldn't get out of the contract. There's been several calls due to poor internet. In December of 2013 I authorized them to use my debit card for a one time payment & confirmed they wouldn't save any banking information to my HughesNet account & before giving out this card number they assured me they wouldn't. On 12/23/2014 they took $199.88 out of my account without my authorization, when I called they said they had saved my card to the account & when a new bill generated it was automatically charged & they didn't have the ability to reverse it so I would need to file a claim with my bank. My bank put money in my account & paid HughesNet while we waited for the response. HughesNet responded by saying it was a valid charge instead of responding with the charge being done in error as they told me they would. It is March and the bank and I are still fighting it even though I have taken care of the $199.88 on top of the bank paying that amount back in December. The bank has sent letters & we have done 3-way calls & HughesNet clai** this is a valid charge & said they credited my account back the $199.88, which my bank has proven they did not credit my account! They have charged me again for it & on March 22nd my internet was soft disconnected because the issue was still unresolved so they credited me $100 & told me to pay $25.84 while we wait for resolution for the remainder they owe me. I agreed to this ONE TIME charge to my NEW card for $25.84 which again was not to be saved to my account but on 3/23/2014 they again took money out of my account without authorization in the amount of $203.88 & claimed they couldn't reverse it or let me talk to the department that handles it & it's a valid charge even though it was documented they were not authorized to charge my card.

Product_Or_Service: Internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my money bank, NOT CREDITS & others to learn of their practices.I have lost $10 an hour due to calls to HughesNet trying to resolve these issues by being on hold & in conversations for anywhere from an hour to 4 hours at a time which has resulted in going over my 1500 minutes for voice on my cell for the first time since I've had Sprint, calls are documented & I have had to purchase more time. I would like my money lost from work & voice minutes purchased also

Business

Response:

April 16, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking a refund. After further review, Hughes has issued a check to the address on file in the amount of $239.00 which represents $125.00 equipment fee, $79.00 service and $35.00 bank fee. We notified **. [redacted] of our decision on 4/15/2014. We sincerely regret any inconvenience that the [redacted]’s 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]

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 not received any funds back as of yet and do not trust what HughesNet tells us based on previous promises and conversations. We were told HughesNet would be sending $204 back to us to cover the funds taken out of our account on 3/24/2014 and $35 for fees from the bank due to this causing insufficient funds, which is different than the reason HughesNet states in their response of "After further review, Hughes has issued a check to the address on file in the amount of $239.00 which represents $125.00 equipment fee, $79.00 service and $35.00 bank fee." There would be no reason to have a $125 equipment fee because an old modem was returned to HugheNet and I own the new one which I am more than happy to return to them also since I have no use for it and wouldn't wish it on anyone else as discussed with the agent who called. This amount should also not include $79 as we owed nothing at the time and the early termination fee was waived because of all the problems we have had as discussed on 3/24/2014 with account management case # [redacted] with HughesNet.When my wife spoke with [redacted] from HughesNet on 4/15/2014 due to the Revdex.com complaint they discussed that the reimbursement was to replace funds taken out of our account without authorization. [redacted] stated that because we used our card to pay a bill with them previously, even though we were on invoice billing and told them they could use the card for any other transactions but only for this one time transaction and the agent had promised three times that the card would not be kept on file before we shared the card information HughesNet was not required to refund any money. She said they would return the $204 but they really didn't have to. This is concerning to me because I do not feel it is right for a company to be able to take funds from customer without authorizations and when they agree card information will not be kept on file and shouldn't have been. [redacted] seemed to be disinterested in other issues and money lost due to HughesNet error. HugheNet did not address the loss of work by my wife due to being on the phone from 2 to 4 hours at a time because she was on hold and trying to resolve issues, even though she asked they call her back when they came to a resolution and they stated they were not allowed to make outgoing calls, although when the call dropped a couple times, magically they called her back. Our [redacted] cell phone bill for the first time since we've had [redacted] went over the voice minutes that can be proven on the bill due to these calls to HughesNet which cost us about $200 more on our family plan. HughesNet sent us a replacement modem a few months back because they said the reason our service had never worked correctly or not at all since the beginning of our agreement (which we contacted them about right away and they said we couldn't get out of the contract) was because the modem was not compatible with our system and we sent back the old modem to Hu;ghesNet within the week, using the shipping label they provided from their own system and they should be able to track according to [redacted], yet no one seems to be able to look up that tracking number so my wife offered to send them the new modem we own back to them so they have a replacement modem for the one they can't seem to find. Due to payments and credits promised for poor internet service and the fact that HughesNet generates a bill before usage we owed no fees to HughesNet as also discussed in a three-way conversation with my bank. Solution Requested: In an effort to assist other potential and existing customers of HughesNet, I am asking that HughesNet train their agents better so they are more knowledgeable about proper customer service and the product they have to offer and allow them to transfer customers to the appropriate departments to resolve issues without having to spend hours on the phone to fix a problems since one department does not appear to know what the other department is doing. I would also like to know how it is legal or moral for a company to take funds from a customer without authorization, admit it to the customer they shouldn't have done it but claim to others it is a valid charge instead of resolving issues with the truth. HughesNet is nice to give Gigabytes to customers to help with problem but that does not feed my family or pay my bills. My wife is out over $10 an hour for time spent on the phone trying to fix this problem instead of being able to work her job and we are also out the extra money on our [redacted] bill besides HughesNet taking $199.88 on 12/24/2014 and $203.88 on 3/24/2014 which the bank took back out of our account. HughesNet did credit back to our account last month the $199.88 gradually but it took some doing. Since [redacted] dismissed the conversation about these things my guess is HughesNet doesn't really care about what they have cost our family and if we want any of the funds back we didn't get we would probably need an attorney. We possess a large envelope full of documentation, hard copies, notes and printed emails and chats with HughesNets of conversations since first getting internet service with them with case numbers and names which tell the story and the truth about what HughesNet has promised and cost us. I believe they may be trying to resolve this matter now that the Revdex.com has been contacted but they are not being completely honest about it or even listening to what they have actually cost us financially. If we do actually receive the $239 this would cover the $203.88 and $35 fee taken from us on 3/24/2014 but as of yet we do not have it. We would be happy to discuss what they believe is fair and consider the options other than an attorney.

Regards,

Business

Response:

May 04, 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 additional concerns regarding his HughesNet service and is seeking a refund. After further review, we have verified that the [redacted]’s have received the check which has been cashed. We have only spoken directly to **. [redacted] and would need to speak with **. [redacted] directly to bring closure to his complaint. Our records further reflect that the [redacted]’s also disputed the 3/23/2014 payment amount of $203.88 to Hughes with their financial institution and they also received a refund from their financial institution directly as a result of the rejected charge. The refund received by their financial institution of the $203.88 has bounced back to the account as of 4/24/2014 leaving a balance of $203.88. I spoke to **. [redacted] and we agreed to $235.04 refund instead of $239.00. The check refund from Hughes of $235.04 and from their financial institution of $203.88 totals $438.92. The [redacted]’s should check their credit card statement and it should reflect a credit of $203.88 from their bank as well. If **. [redacted] has any other questions he would need to contact me directly. 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: For some reason HughesNet continues to tell stories different to the Revdex.com than they do to my wife. The agreement was for $239.00 but we will settle for less since it's better than nothing which was what we had before we contacted the Revdex.com. HughesNet continues to make promises and then comes back on them. HugheNet has NOT credit any other funds to our bank account!!! The only funds we have received was the temporary credit given by the bank when we filed a dispute to receive the money back that HughesNet admitted they took in error but continued to avoid returning. My wife has been diagnosed with breast cancer within the last few weeks and HughesNet has caused us both added stress which the doctors have said we are to try to avoid. HughesNet is aware of this also but still yet they continue to make their own rules and do what they want regardless of what is right! HugesNet sent a check for $235.88 but now after sending us two invoices with credits because we have canceled services with them and they charge for services before usage, they now are attempting to charge us again! They have sent an invoice after stating to us after the cancelation and before the check was sent that we owe them nothing and they are sorry for the problems they have caused but now they are starting it over again because it appears they still do not know what one department is doing or saying to the customer before another department does something else. HugheNet really needs to figure out how to communicate between departments and how to keep their word to the customer. I have hard copies of the invoices that reflect credits that HughesNet say they owe us!!! Now they want to claim they have sent the bank money they have not sent?????? We owe HughesNet nothing as they agreed to us on and they DID NOT REFUND ANY MONEY TO OUR ACCOUNT!!! They even claimed they couldn't refund money to our account because they no longer had the banking information so how do they get they've given us the money twice????? Please stop this company from lying to others and taking money they isn't owed to them or authorized by passing this on to other potential customers so they are aware of their deceitful practices. It appears they do not wish to work this out or reflect to the Revdex.com the truth about what was agreed to or said. It may be that the representatives need to make sure their notes are accurate, I guess it could be possible that they are typing the notes in later and trying to recall what was said, I'm not sure why it is incorrect but we are keeping notes as we speak and also putting it on speaker phone at times so we can make sure we all understand.

Regards,

I was mislead. They allowed me to use my allowed MB at anytime the first month and then changed speed and time of speed after that.

Review: I called and inquired and accepted Hughes net services about 4 months ago. They promised me on the phone that the satellite based service was faster than DSL. That my plan that I agreed too had a reasonable amount of unlimited bandwidth and would support steaming television and telephone. And that the equipment (dish & modem) had a small footprint.

As it turned out I could tell on installation day that part of this was a direct lie. The dish on my roof is HUGE! The modem inside takes up half a coffee table with 4 or more unyielding leads going to it. Soon after that I noticed that the service was not fast on normal days and even slower on non existent on stormy days. After only a month or so I then noticed that the service was slower still and I asked my son to check it out we discovered that the service had been THROTTELED for over use for ten days. And that the set rate limit was only a few gigabytes. About the same as a couple of DVD's my son tells me.

I am an elderly woman and I do not use my PC's often I could not believe this was true so I called and after only an hour on the phone with a person who did not speak English I was told that I had to fill out of some forms and then go back to my modem and input something and than go jump up and down a few times it was all ridiculous as if they did not want to help. They THROTTLEING continued after just a week or so after the bill for month 2 and 3

Finally I called to cancel I was threatened by a male with a bad attitude and told I had a two year contract and it would cost $300 to cancel. They expected me to return the equipment a modem as well as the LNB outside on my roof. That in order for them to come out and remove the LARGE dish on my roof it would be $99. I'm an old lady get real I am supposed to get on the roof? And that If I did not it would be another $300 charge.

finally the total cost of the monthly service was $30 more than was promised I was told the bill would be $45 on the phone. It was actually $75Desired Settlement: You will remove ALL of the equipment from my house. I want credits issued for the lies I was told about the contract and the monthly cost of this service and for half the monthly total time I had the service

$300 early termination

$99 for removal

$100 refund for bad service

Business

Response:

August 21, 2013

Review: Upon signing with hughes net I rented the equipment so the equipment belongs to them. They placed the equipment on my roof of my house and I have disconnected service with hughes net and they require the return of the equipment. I have no problem returning the equipment that I have access to (the modeum and the power supply but I am not able to acces the radio transmitter because it is attached to the satelite on my roof. Hughes net will not remove the equipment without a 100.00 charge because they deal with contractors and they have to get paid for their services, but that expense should be applied and paid by hughes net. They placed the equipment there they should be required to remove it if the wish for the return of the equipment. They refuse to remove the equipment and I am not able to access this equipment. Hughes net informed me that they will charge my account (which is closed) and apply to my credit the charge of 200.00 if the equipment is not returned (300.00 total if all equipment is not returned). I have not received the service in which I was paying 70.00 monthly for and I have filed against this company in the past for services not rendered. It took my complaint with the Revdex.com to get any response from the company. I never have received all that I had paid for or never receieved adequate compensation for the services that I had paid for and never recieved. I was given a discount for 6 months and upgraded to the next available downloading availability but this did not really make much difference. I refuse to pay for the company to remove their equipment from my roof and I will dispute any charges made to my credit concerning this matter. Hughes net is not a company that services its customers with their customers interest in mind. They have poor customer service which is outsourced outside the United States so actually getting someone that can actually help you with issues is almost non-existing.Desired Settlement: To have hughes net remove their equipment with additional charges to me and they pay for the removal of THEIR equipment. This is the only logical result when speaking in terms of customer service. As a customer why would I want to pay for something that does not belong to me. I rented the equiment so that I could be returned to Hughes Net and upon beginning service I was instructed that Hughes net would remove the equipment. I was not told that it would cost me to remove. This concept is not one that would be popular within the general publuc of consumers. When I started the service the equipment was installed incorrectly and had to be reinstalled. This was also a fight with hughes net. They also wanted to charge me for installing the equipemnt the second time which means they wanted me to pay for their mistake to begin with. I had nothing to do with the installation of the equipment and it was apart of the services provded upon beginning service. So the same should be effective upon disconnecting service. It goes with the service that I had already paid for, the installation, and the mothly fees for continuing service. All of these charges should be built into the installation of the service. I refuse to pay to have my service disconnected. [redacted]

Business

Response:

August 19, 2013

Review: We first got Hughes Net services in September 2013 because we were told we would not have a contract by the technician. After one month, we called Hughes Net wishing to cancel because the internet service was the worst I have ever used. Even though we were guaranteed faster service, this was very far from what we got. Upon speaking with customer service, we were told of a 12 month commitment. I insisted on being able to cancel the services because we were not given the service we were promised. I was not given any assistance that day so I waited until we were closer to the year to call back. I called back today, 6/27/14 and was told now that the contract was two years. This is completely unacceptable. I should not have to pay for a service that I do not use and is not the service I was told I was getting.Desired Settlement: I am not asking for a refund, I am simply wanting the service cancelled without cancellation fees. I was not told of a contract therefore I should not have to pay a cancellation fee. I have paid for the useless service for 10 months.

Business

Response:

July 18, 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. 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 agreed to make an exception regarding our cancelation policy. After further review, Hughes issued a credit of $295.00 to cover the early termination fee, bringing the amount due to $0.00. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. **. [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, [redacted] Executive Support ###-###-#### [email protected]

Review: In March of 2013 I received a bill with an extra $300.00 added for "non-return of equipment" I called the customer service phone number and was told that was because my account was inactive. I asked for an explanation of that, and was told they had not received any payment. I requested that the phone rep review my account, and she did see my payments received in January, February, and March. However she was not able to explain any further and could not transfer me to anyone who could explain. I had never received any notification that my account was inactive, nor did I receive a request to return equipment. My account was then turned over to a Collection agency, which I called and spoke to about the charges being in error, but was told I have to pay the full amount and if the bill is in error I need to take that up with Hughesnet. I have called Hughesnet several more times requesting assistance with getting this matter reviewed, however I was told that since the account is in collections the billing department is not able to help me.Desired Settlement: I want Hughesnet to remove this from collections and inform the credit reporting agencies that it was sent there in error. I want access to my email account for however long it takes me to retrieve my address book and other information. I want information on how/where to return my "equipment" so that I can be done with this company and find a different internet provider. I want an apology.

Business

Response:

May 17, 2013

Review: Intermittent loss of signal. On cloudy days, no signal at all. Out for three days. When I called the call center, automated system cannot find my phone number. Transferred to a disconnected number. Tried to cancel service on Jan. 10th, but the line operator could't cancel and transferred again to a line that does not exist.Desired Settlement: cancel and refund

Business

Response:

January 29, 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 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 September 19, 2013. At the time **. [redacted] ordered his service, he 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. During peak hours, actual upload and download speed will likely be lower than speeds indicated.”

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, Hughes will work with **. [redacted] to insure that his service is operating the way it should be for his level of service. **. [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. Our records indicate one call into customer support since his install on January 9, 2014 requesting to cancel service. There is no history of troubleshooting. If his speeds are below average speeds, we will put him in contact with our advanced level technical support to troubleshoot the issue and have it resolved as soon as possible.

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:

[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 am running a business and can't have down time. When you state sometimes when high volume the system runs slower. The computer would show no signal and not start. I called 10 times and could not wait for a cust service rep. the system couldn't find my phone # I asked to cancel my service and I got transferred to a # that said it was disconnected. Iwould have to leave my home to get to a place to get to a internet service to reach my customers with their information. I was misinformed by the sales rep. when told about your system. If there is a intermittent loss of signal on a consistent basis that is not what I signed up for. Again I am running a business and cant wait for a few day let alone hour for a tech to repair the problem. I was lied to when I was told high speed internet. Intermittent signal is what I have. I am happy to pay for a service that is functioning properly but refuse to pay for one that doesn't work when I need it for my lively hoodI tried to cancel on the date you have me calling in and was current with my bill prior to that date. please send a recovery pack so I cand you the rougher and dish asap!! If your wouldn't have sent me to a disconnected # I would have sent it back a month ago!!

Regards,

Business

Response:

January 30, 2014

**. [redacted]

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 rebuttal letter, to the executive customer support division of Hughes, we have again attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his service.

Regarding **. [redacted]’s concern of the call being disconnected during a transfer, we apologize and those types of disconnects are never intentional. We understand that **. [redacted] wants to terminate his service, unfortunately that request can’t be fulfilled in writing.

Cancellation requests must be made by phone. Once **. [redacted] calls the number for customer support at ###-###-#### and enters his telephone number that ends with [redacted] when prompted, he can say the word cancel and the system should override the rest of the prompts or questions and directly forwarded him to account management to process the cancellation without having to speak to an agent to transfer the 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. 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: I called Hughesnet about wifi internet service, which they said they had for $39.95 for the first few months, and it was installed 7/5/13. Their modem never worked properly. The power supply cord did not connect tightly to the modem, and it had an intermittent signal connection problem. They told me to buy a router from [redacted] and that would provide the wifi. This connection never worked and there were continual proble** with their modem, the signal, and the wifi. I had to call them every day or two because the internet was down. I have 2 laptops, a [redacted] and a standalone. The wifi connection never worked consistently, and for the [redacted], not at all. I contacted them to replace the modem within the first few weeks and the person said they would sent another modem. After a week I called to find out where it was. They said there was no order for it. They finally agreed to send a new power supply cord which arrived about a week later, but did not solve the problem. After they lied to and mislead me all month, I was now past the 30 day cancellation period.

I was then billed 8/5/13 for $60.65, way over the $39.95/month. It took a week to get some of these additional charges removed.

I also continued to have to call them about the persistent problem with the internet. About the middle of August, 2013, I was transferred to one of their consultants, and he said he would recommend a new modem. This never happened. I started to check the signal when it was working to find out why it was so astoundingly slow and would stop even when it was supposedly working. The upload speed was at 20-30% of the 1mbps, and the download speed was 40-50% of the 5 mbps it was supposed to be. When I questioned this, they said they only had to provide 60% of the listed speeds. But, they weren't even doing that. Therefore, the internet was down a minimum of 80% of the time. This is fraud. They lied about the service they provided and the cost. They blamed the proble** on the router they said to purchase, and then said their modem did not work with a router??? Are they kidding? They should have said that in the first place because I needed wifi for a family member taking online college courses, and for the laptops and the [redacted]. I wouldn't have signed up if I had known this.

They require a credit card when you sign up, but they have felt free to charge additional charges to my card. When I finally cancelled the service 10/5/13, they charged $385.00 cancellation fee to my card. A contract is a two way agreement. That means they agree to supply a service for which I agree to pay them. They breached the contract by not supplying the service that I paid for in the first place. They went out of their way to stall any repair in the first month, knowing that would extend past the 30 day cancellation period. Now they want me to pay for cancellation. What they did is illegal and a scam. There was nothing in their contract you could rely on, except that they would threaten you with these charges if you cancelled. Add to this, the continual aggravation of trying to get their internet to work practically daily and then trying to get them to fix it. They should be paying me. This is why I finally cancelled them 10/5/13.Desired Settlement: I am asking that the $385.00 charged to my account by Hughesnet be refunded to my credit card.

Thank you

Business

Response:

January 29, 2014

**. [redacted]

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 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 service was activated on July 5, 2013. On October 4, 2013, **. [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 $232.50 to her account representing the early termination fee and one month service credit. In addition, that amount has been refunded to the card on file.

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: Failure to provide good customer service and ability to use product paying for

On 7/6/13 Hughesnet was setup to come to my residence to install service.I contacted Hughesnet on 7/6/13, because noone had shown up to install. The representative, stated that Hughesnet had no one working that day. I explained to the representative that no one called or showed up and my husband and I scheduled time off work to be home. The representative stated they could reschedule the install for that Monday. I explained to the representative that it would nee to be after 3:45pm, because my husband had to work until3:30pm. The representative stated no problem they would make sure the installer understood the arrangments.That Monday I received a call from the installer at 2:30pm stating he was at the residence and no one was at the residence. I called my husband and he had to leave work to let the installer inside our residence.We contacted Hughesnet a couple weeks later regarding slow and no internet service. The representative asked where the modem and router was located. I told the representative the installer installed them in the basement. The representative asked if we could move them up to the main floor. I told the representative my husband was out of town for a few days when he returned we would relocate the devices. The representative stated if that didn't help with the slow or no service to call back. After my husband returned , we moved the devices upstairs and still received slow or no internet service. We contacted Hughesnet back again and the representative stated she would try some trouble shooting. The representative trouble shooted for about and stated that it was the router. The router was the same router we had used atthe previous residence less then two miles away. We purchased a new router and still slow or no internet service.Hughesnet was contacted and the representative stated that they would send out a service tech. We received no phone call for a service tech, no credit to our bill. We got to the point of pear fusteration, I called to cancel service on 10/8/13.We are able to use our mobile hotspot on our cellphones with no proble** and the service is fast. While, speaking with the representative on 10/8/13 , she stated I would be billed for a early termination fee of $385.00 and also a$300.00 equiptment fee if the equiptment was not returned. I could understand the early termination fee, however Hughesnet had not been willing to compensate us in any way for not being able to use a service that they are suppose to provide to a paying customer. On 10/9/13 , I logged on to my bank account to find out that Hughesnet had debited my account for the $385.00, in which I was told I would be billed for. The account was closed on 10/8/13 and Hughesnet authorized a charge to my account that I didn't authorize on 10/9/13. I'm not asking for the whole amount to be refunded, but Hughesnet dropped the ball on their customer service from day one.

Deputy

[redacted]Desired Settlement: I would like some type of a credit to my credit card account, Hughesnet dropped the ball. I feel as if they really didn't care to fix the problem or care if they had us as a customer.

Business

Response:

October 24, 2013