Hughes Network Systems

Review: This company guaranteed me that the internet involved would work. We were told it would work with netflix, gaming and wifi. We were also guaranteed military discount, which it see** to me that thr price is the same as it is for others. I have had their technicians out twice in two months and had to schedule a third technician. The internet will work for about a week after the technician comes out then it fails. It had played two non-HD movies on Netflix in the time we have had this company. The internet is not strong enough for daily use. It will not even load the hughesnet webpage. My husband called two days after our trial period with another complaint. He was told that he could disconnect for $385. I feel as if we have been cheated, the internet will not work long term, the employees and condescending via customer service, and their only answer is to send a technician out. I have been told that weather could be a factor, yet we have seen a low of 95 degrees and no rain to alter the signal. We have no trees nearby or any obstructions of the satellite.Desired Settlement: I would like Hughesnet to discontinue our service without charging us a disconnection fee. The services they guarantee have not worked. Why should I pay to disconnect when they failed to follow their end of the bargain?

Business

Response:

November 15, 2013

Dear **. [redacted]:

In response to your letter dated August 14, 2013 to the Executive Customer Care division of Hughes, we have contacted **. [redacted] with our sincere interest in resolving the outstanding matter.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]'s account was activated on June 11, 2013. **. [redacted] ordered her service through Communication Solutions LLC (CC) and claims she was promised she would have a military discount. **. [redacted]'s sales call is under review.

**. [redacted] contacted our technical support team on several occasions due to service issues. After evaluation, it was determined that **. [redacted]'s service was not performing within acceptable parameters. Hughes ordered two complimentary field service dispatches, on July 18, 2013 and on September 30, 2013 to thoroughly evaluate the operational capacity, and replace or repair system components of **. [redacted]'s equipment. **. [redacted] continues to report service issues after the repairs.

Hughes values **. [redacted] as a new customer. As an executive courtesy, on October 14, 2013 Hughes issued a three month service credit to **. [redacted]'s account in the amount of $119.97. On November 14, 2013, Hughes shipped a new HT1100 modem to **. [redacted]. Hughes will continue to monitor the performance of **. [redacted]'s service, and we are committed to working with **. [redacted] to ensure she is satisfied with her service. In addition Hughes applied a $10.00 off 12 month discount in honor of their military service. 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,

Review: I had a 30 day trial with Hughes net I cancelled before the end because I didn't like there service. After that I was told I needed to return the modem and radio which is located on my roof . When I told them it was not safe To go on the roof because of snow and Ice they said wait till it was safe and then turn it in I said that would work. This also is the case with the directions in the return box that tells you where everything is that needs to be returned. In the directions it states do not go on roof if there is adverse weather conditions. Then they proceeded to take over 300 dollars out of my account which bounced my account causing 120 in over draft fees. When I called them I got the run around and when they finally figured it out I was told no refund till it was retuned. So I sent my husband onto the [redacted] roof to get the radio. Sent in everything and now being told they are giving me a credit to a account I don't even have then I must call back and request a refund witch could take 15 days but before that I have to call back again after asking for a refund and have them remove my credit card from there systemDesired Settlement: I would like my money they took and the $120 in overdraft fees that I was charged from them taking the money out of my account without my knowledge

Business

Response:

April 14, 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. Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with **. [redacted]. “Unreturned Equipment Fee (applies to all Service Plans where the Equipment has been leased): Upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. The equipment must be received in good condition within 45 days of termination in order to avoid the Unreturned Equipment Fee (except in cases when the Subscriber Agreement has been terminated for breach, in which case the paragraph below will apply). An Unreturned Equipment Fee of $300 will be charged to your account for Equipment not returned within the allotted time frame. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200.” After further review, **. [redacted] has returned the equipment and we have issued a refund of $322.13 to the credit card on file. Unfortunately, Hughes is unable to issue a refund for non-sufficient fees. **. [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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Customer service reps. Lie constantly. Take money out of your acct unauthorized. Charge your acct after it has been closed and fail to refund it.

We closed our acct with them in May 2013. I specifically told them to take my credit card number off our acct, which they didn't. I have reference numbers from countless phone calls with them. These reference numbers do not mean anything because they lie to you and type whatever they need to in the notes to cover themselves. They charged our acct in June and August. As of today, September 26th, we have not received our money back in our acct and now again, they are saying it could take another week. We have been told numerous times our money will be back in our acct., in which, it still isn't there.Desired Settlement: We want a refund from 6/10/13 for $64.98 and from August 10th, for $258.02. $54.00 in overcharges on cellphone for having to be on hold with this company for over nine hours and still haven't gotten anything accomplished.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sun, Oct 6, 2013 at 1:20 PM

Subject: Hughesnet complaint #[redacted]

To: "[email protected]" <[email protected]>

We have received our refund, that we initially sent in the complaint. We are happy with the outcome. Please forward to the business, and also the dispute center of the Revdex.com.

Thank you

They have a horrible service. I was constantly running out of data, although I was rarely using the service. When I called to complain, they tried telling me it was because I left my computer on and there were automatic updates; however, I do not even own a computer and the tablet I was using, was ALWAYS turned off when not in use. After explaining this, they denied it completely. Additionally, I had surgery and was off work for 8 weeks. I tried to setup a payment arrangement and they refused and then continually harassed me for the bill, although I told them several times which day I would pay on. I was receiving 5-10 calls a day from their billing department and half of the time, they would hang up when I answered.
When I was trying to use the Internet, the page was constantly not loading and I was NEVER able to watch videos because it would never buffer completely and was constantly stopping.
I would NEVER recommend their service to anyone.
Additionally, their support staff DOES NOT SPEAK ENGLISH. It was so frustrating and they never understood why I was calling. It was a horrible experience from every angle.

Review: I had been a HughesNet Satellite Internet customer beginning September 2012, with the rental of their equipment. Starting the beginning of March 2013 I began having a problem with a HughesNet Pop up that would Pop up on the computer screen while I was on Internet Explorer and "freeze" the screen and would not let me go to any internet sites. Beginning March 7, 2012 I began calling HughesNet Customer Service to find out what was the problem. I did everything they told me to do. I have 22 case numbers that I had gotten after every time I called with this same complaint. When I asked to speak to a Supervisor I was either put on hold, for a long period of time, then someone would come back on the telephone and say they were all busy or I got disconnected. Finally after not being able to get on the internet. When another pop up from HughesNet froze my internet service I called them and advised them I wanted to cancel they service with me because I am not getting the Satellite Internet Service I was paying for, I was advised that I would be billed $325.00 for breaking my contract with them, and I advised them that they were breaking thier contract with me for not providing the service they agreed to, and to send someone to remove their equipment from my residence. I also sent a letter of my complaint to their home office. A agent for Hughnet removed and took the equipment from my residence and failed to return it HughesNet, and I billed another $255.65 for failing to return the equipment. When I called and stated that a agent for their company removed the items and were going to send it to Hughesnet, I was told that I had to call their agent and find out where it is and have them return it, that they,Hughesnet, could not do that. I also sent a second letter to Hughesnet about this issue, with no respponse.Desired Settlement: I request to be refunded by check the total of $580.65 that HughesNet billed my credit card account, that I had to pay, so it would not affect my credit rating.

Business

Response:

August 27, 2013

Review: I talked to Hughes Net about purchesing my own equement from them and the lady I talked with told me she wasn't sure that I could purches the equement and said she would have yo get back with me on the matter. The woman never called back to let me know if I could purchase the equement or not. Two weeks ago I reo different e-mails from Hughes net saying my ordered. I e-mailed then back and said I had not placed an order and to get the mess cleared up. The second e-mail sent to me said my purchase was being proscessed. I again e-mailed them back stating I did not authorize any purchas and they needed to get this matter straightened out. Yesterday I was looking at my bank statement on line and these people had taken $361.52 out of my account without my permission witch thru my account into an over draft of $32.50 They were only suppose to take out $61.52 from my account. I want that money put back into my account plus the $32.50 for the over draft because it was the companys fault this happened. I argued with Hughes Net for about 45 minutes and they daid I authorized them to to take the money out for the merchandise I am renting. I never at any time authorized them to take the money out for the purchase of the merchandise I am renting because the lady on the other end said she didnt know if I could still purchase the merchantdise and would call me back which she never dide. I want this money put back in my banking account. If these people cannot do their job right I wii follow charges against them.Desired Settlement: I want them to put the money back into my checking account along with the $32.50 overdraft they caused and I want them to quit screwing up my account and only take out the money they were approved to take out.

Business

Response:

January 9, 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]’ service was activated on October 23, 2013. Regarding **. [redacted]’ concern of being charged to switch her account from lease to purchase, on November 13, 2013 **. [redacted] called to request to purchase the equipment and was notified that the installation cost would be $199.99 and the equipment purchase fee would be $199.99. **. [redacted] was advised that it would take 3-5 days to process and to call back during that timeframe to follow up. The order to switch the account from lease to purchase was completed on December 5, 2013 and billed to the card on file. At this point as a one-time only courtesy **. [redacted] account has been reverted back to the lease option.

In light of the difficulties **. [redacted] experienced with our service, we have credited $297.55 to her account and have refunded that amount to the card on file on January 9, 2014. The difference of $63.52 from the $361.07 she was charged reflects the cost for monthly service and lease fee for that invoice. She should see the refund reflected within 24-72 hours. In addition, we have switched the account to reflect the lease option and not purchase.

Regarding **. [redacted]’ concern about overdraft fees, please be advised that Hughes’ subscriber contains specific language that states Hughes isn’t responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.”

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 have had Hughesnet and have asked to have the service terminated or bill reduced. I do not reside at that location and every month the combination bill has been over 80.00 per month for services that I DO NOT EVEN USE! I was not aware that this was going to be the monthly service rate. It is insane.Desired Settlement: I want this service terminated and refunded for unused services since January. This is apsolutely insane to pay each month

Business

Response:

July 2, 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 attempted to contact **. [redacted] to resolve the outstanding matter. We have twice responded to complaint ID [redacted] regarding **. [redacted]’s account. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. As previously stated, with respect to **. [redacted] not being at the location where the service is for an extended period of time is not Hughes’ responsibility unfortunately however we would suggest that he call customer support to cancel or suspend his service. **. [redacted] is welcome to contact our customer support at ###-###-#### to request a suspension of service which will suspend the charges except for the rental of the modem for up to 180 calendar days per year. As previously mentioned, **. [redacted] is currently receiving the basic level of service and the rate for that plan is $59.99 plus a modem rental fee of $9.99. His total monthly rate including taxes is $78.28. The cost of the service plan is listed on Hughes’ site and an order confirmation email is sent to customers that provide an email address at the time of ordering that details the level of service and cost. The monthly plans aren’t negotiable; however **. [redacted] is more than welcome to contact customer support to inquire as to whether there are any eligible promotions that he can take advantage of. Our records indicate that since his service was installed on October 31, 2013, **. [redacted] has only made one call to Hughes which was on April 15, 2014 to inquire as to why his bill was so high. He was explained the charges mentioned in this letter and the call was ended. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: This company has taken an unauthorized $318.00 out of our checking account. We moved and returned our equiptment and was cought up on our bill in order to even cancel our service in July of 2013. It is now December 2013 and this company made another withdraw from our account on Christmas morning in the amount of $318.00. After calling this company they stated we did not return the equiptment and because I do not have a tracking number they told me I did not have proof. I then asked for the employees name whom I was speaking with so I could call and talk to his corporate office he refused several times. I ended up calling the corporate office where they told me that they had some of the equiptment there but would still not refund our money because of the tracking number.Desired Settlement: I would like the amount of $318.00 returned to our checking account ASAP!

Business

Response:

December 30, 2013

**. [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 of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] as well as locating his account. Hughes is wholly committed to clarifying the nature of **. [redacted]’ concern and expectation relative to his account. At this point, we need additional information to locate his account and he 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.

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: Contact was made to myself [redacted] 12/30/13 at 11:11 am from [redacted]. They have still not been able to resolve my complaint as of 12/30/13 at 5:06 pm.

Regards,

Business

Response:

January 9, 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 of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

After further review, we have refunded **. [redacted] the equipment fee of $318.00. As well as, an additional $50.00 service fee for the inconvenience, bringing the total refund to $368.00.

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: Our internet works when it feels like it and we have a number of issues getting on Hughes website.

We are paying high price for a service each month making payments through our bank. Renting there equipment and can only use it when it feels like working. Never now when this could be and can not get on hughes net to check or file complaint as it works when it feels like it more no than does work.Desired Settlement: System fixed and let us use it when we want with repair to there system. We pay a very large price each month $71.26 and need this for our daughter to do homework as college starts again soon and this was the reason for getting this service. She needs access to it often and mostly in evening or early before school unless they would like to pay to send her to college.

Business

Response:

August 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 previously attempted to contact [redacted] and have responded to two letters assigned to complaint ID [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service. Regarding [redacted]’s latest concern, our records indicate that a complimentary dispatch has been scheduled and completed to resolve her intermittent browsing. [redacted]’s pole was reset and her dish was repeaked for optimum signal. 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[redacted][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. Pole was set in ground and concrete installed that was never done. Installation from beginning was not done correctly and we could have avoided complaint it this was installed when order service.

Regards,

Horrible Horrible company,will not resolve any issues with their service,I pay for 10gb a month and am lucky to get 25% of that as the rest disappears during hours that we are not using anything and in some cases when we are not even home .I can't believe the Revdex.com rating,I wasn't even allowed to file a complaint on this site.I guess the only way to complain is filing a complaint with State or US Attorney's office,if everyone would do that then maybe something will be done about their unethical business practices.

Review: We were customers of Hughes Net satellite computer service, account [redacted], for 14 months. We also have [redacted] satellite TV services, account [redacted]. We received a flyer in the mail from [redacted] Net that they could bundle our TV and give us satellite service comparable to Hughes Net Gen 4. We were told that [redacted] bought out Hughes Net and that any services provided by [redacted] would be accepted by Hughes Net; thus allowing us to waive the $200 early termination fee with Hughes Net. On this date, 6/14/2013, I have spent over 4 1/2 hours, 9 a.m. to 1:30 p.m., with both companies trying to obtain the [redacted] account number associated with yesterday's install and to have Hughes Net waive the early termination fee. I was disconnected numerous times, today at least six, by Hughes Net, finally reaching the correct dept. who told me I needed a special account number. [redacted] gave me a number that did not work for Hughes Net to be able to look into my account and verify that, indeed, a [redacted] installment was performed yesterday with Gen 4. Furthermore, each time that we contacted both [redacted] and Hughes Net they kept contradicting each other. [redacted] would insist that our TV and Satellite Computer account were merged and that there was no separate computer account number that Hughes Net said they had. Also, [redacted] said that they had no way of contacting Hughes Net and could not help us further. On contacting Hughes Net numerous times, between 10 to 15 times, they said that without the special satellite account number from [redacted] they could not cancel the $200.00 early termination fee. They went on to say that they can look up our [redacted] account and that it does not show an installation. Hughes Net went even further in stating that [redacted] could look up the Hughes Net account and contact them to settle this problem but that they could not call [redacted], being against policy. We finally where able to locate a corporate contact phone number of [redacted], which required quite a search as it is not given out or posted anywhere easily accessible. On calling that number we spoke with an account specialist, [redacted], who after about thirty minutes, was able to assist us, case number [redacted]. With the numerous disconnects, misleading information, and requests for unobtainable information, we where not afforded an opportunity to resolve this issue. It is also very apparent that [redacted] is just as culpable as Hughes Net, as [redacted] now owns Hughes Net. They both blatantly lied to us regarding what would happen when we switches services, how to switch services, how to obtain cancelation of the $200.00 early termination fee, and to cancel our Hughes Net account showing us in good standing. .Desired Settlement: We would like to have, and insure 1.) The early termination fee of $200.00 credited back to us and the Hughes Net account closed as of 06/13/2013 2.) Have the additional days charges after this date credited back to us 3.) Have it reflected that we are not late or negligent in payments at the time of this incident. 4.) Have any fee's, fines, or penalties waved that result from this incident. Also, in addition to the requested billing adjustment, a letter containing a written apology mailed to us from an executive of Hughes Net.

Business

Response:

June 17, 2013

Review: I have been having issues with my HughesNet service for the past 15 months or so. I have contacted customer support numerous times. They tell me it was my router so I bought a new one (paid $60) that didn't work either. I contacted them again and they didn't want to help me anymore. They have hung up on me several times. I pay $63 a month and can only use it maybe half the month but I pay full priceDesired Settlement: I would like to get half the money back that I have paid for when I was unable to have service.

Business

Response:

June 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Per the terms and conditions of **. [redacted]’s service; “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.” After review of our case records, **. [redacted] is currently working with William in our executive support department. We have performed diagnostics on his service to see if there are any underlying issues and continue to work with **. [redacted] to reach an amicable resolution. We have issued a total of $176.48 to his account and there is currently a discount of ($10.00) off for 12 months. **. [redacted] may contact me with any additional questions 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. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: we started our service contract with this company on 02/15/2013 and since that time we have had to deal with lousy service and them not fixing it.

when we started our service contract with them we were told that we would have fast speeds and we have not had that, we went to our local [redacted] and used there internet wifi and they are on dial up and we had faster loading times and no problems at all, but when we are at home it takes three times longer for it to load using our connection then dial up, our modem also loses signal a lot we are having to reset the modem anywhere from at least 2 times a day to 10 times a day and for the amount of money they are charging us ( $70 a month ) we should not have any problems like that at all we have called them and complained about it several times and all they do is a manual reset and troubleshoot over the phone were I have to set with a phone in 1 hand to my ear and have my laptop in front of me while they tell me what to do, and it will work ok for about 24 hours then goes right back to doing the same problems all over again so we call them back and we go right back to doing the same steps again and I am sick and tired of doing this over and over again and the only way they will send a tech out to handle the problem in person is if I pay them to do so even after all the phone calls and complaints that is on record with them on our file, the way that I feel about all of this is that they are not fulfilling their end of the contract with us because for the amount of money we have to pay them and not getting the level of service that we were promised.Desired Settlement: all we want is for them to send out a tech and make this right by replacing their defective equipment and start giving us the level of service that they promised us, or we want all of our money refunded all the way back to when we started with them and let us out of our contract without any penalty and fee's!!!!!!!!!!

Business

Response:

July 25, 2013

Review: To start Hughesnet was an improper install. Technician only put 2 arms on mount and it was moving on windy days. Hughesnet has sent 1 site surveyor and 3 technicians to the house. The site surveyor said and put in his notes. That the dish had to be removed from roof, mounted on ground between grape vine and maple tree. The technician that came to house to properly install Hughesnet dish. Did not follow what was put in notes. He only moved dish over a couple inches from install, put 3 arms on mount to stabilize and put tar on holes. I tried to the best of my ability to explain to technician, that the mount had to moved down to the ground and where it had to be located. The tech would not listen. Each time we call Hughes net to explain we are having problems with internet speed they do not seem to want to listen. Having internet speed problems even when the allowance resets. It is very slow.Desired Settlement: I would like Hughesnet to take back their equipment and not charge $400 to end contract. I have also been charged $29 service fees for having technicians coming out and problem is not being fixed.

Business

Response:

July 19, 2013

Review: I was unhappy after the first month of internet service and cancelled my service. I returned the equipment and called to verify that they received it. 3 months later I received a letter from collections saying I owed $729.27 for equipment. When I called hughesnet, they said it had not returned my equipment. When I told them I had. I was put on hold, and when they returned they said they received the equipment but I still owed money. I asked them what the charges on my account were for the months after I terminated service and I was told they were for service. When I asked if I was charged for service after returning the equipment she said,"yes." I spoke with a manager who told me that I was charged for calling them in January and declining services. That phone call reactivated my account and made me subject to early termination,even though I received no services after that phone call.

Business

Response:

June 6, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a credit to the account. 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. **. [redacted] cancelled his service within his (24) month commitment. As a result, he was charged and early termination fee. In light of the difficulties, **. [redacted] encountered with our service; Hughes has waived half of the early termination fee, bringing the amount due to $200.00. This amount needs to be paid to bring the account to a $0.00 balance. While **. [redacted]’s account went into collections, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. **. [redacted] can 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Revdex.com has been contacted about this problem several times over the last 4 years. Hughes Net would fix their problem for about a month then it goes back to the same old problems. Back in May we contacted Hughes Net and told them about the internet being out and the modem constantly turning off and we having to reset it. Hughes Net stated they would make the bill a $0 balance, reset something on their end so the modem should work correctly. Then we receive a bill with a $231.63 balance on it. The first of June they turn it completely off which was fine. WE HAVE HAD ENOUGH!!! Now, there stuff is still have and if they want it, they need to come and get it or send pre-paid boxes for us to send it back.Desired Settlement: We want this bill to be a $0 balance and NOT TURNED IN ON MY CREDIT. This is not our fault. If they want their equipment, come get it or send pre-paid boxes. We do not owe this bill, we did not receive any services from them, if we did, the internet would only work for a few minutes then turn off. We would have reset everything. I just want their stuff gone and nothing on my credit, with a zero bill.

Business

Response:

September 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 to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns about his account and is seeking the remaining about waived. Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with [redacted]. After further review, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. After further review, we have issued a credit to [redacted] account of $210.60 representing the unreturned radio fee, bringing the amount due to $0.00. [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, Ecole F[redacted] Sr. Executive Customer Support ###-###-#### [email protected]

Review: I had internet set up with [redacted] back in January 2014 when we were moving into our new home. [redacted] had stated that my bill would be 116 a month including internet. So from what I understood is the internet was unlimited and the provider was [redacted]. That same night I went online and HughesNet had already taken money out of my account when I called they had no information for us, yet they were already taking money from our account.Well this month my bill went up 10.00 with no explanation. I am now paying 190 a month instead of the 116 I was quoted. I never signed a contract with [redacted] for this internet service. I called Hughesnet to cancel and they are wanting a 400 termination fee. I never signed anything. All I want to do is get out of this contract and be done with them without paying the "early" termination fee. There internet is slow, always has a pop up screen that states my bill is past due, weeks before it is even due I have direct withdrawl which they take themselves take the money out when due, and we can't stream any movies at all. It is a waste of time and money.Desired Settlement: Cancel without 400 termination fee.

Business

Response:

June 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on February 4, 2014. **. [redacted] accepted a retention offer on May 28, 2014 to receive a $30 service credit for six months. We can extend that offer for an additional six months after the first offer expires. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. 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. If **. [redacted] chooses to cancel his service we will waive half of the early termination fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: We changed internet service. We were given a list of what to send back which we did. Now months later they are requesting the stuff from the tower w

We had 3 or 4 towers in the front by the end of our trailer so we tossed Hughesnet. If we don't send the items back from the tower we are going to be charged $200. We don't have extra and we would have sent back all of their stuff if they had asked for it in the beginning. What do I do? I honestly don't have the money.Desired Settlement: Please write off the 200 dollar charge. It has made us sick. We had hughesnet for years but they sure don't want you going with another. Thank you for your help. I really need it. [redacted]

Business

Response:

March 21, 2013

Review: My internet service with hughesnet quit working and I couldnt get them to send a service technician to my house to fix it.they charged me to cancle.

I startedservice with hughesnet in nov. 2013 and my Internet service stoped working in dec. 2013. When I called customer service they sent me a new modem which did not work so they sent me another one; that one also did not work so they sent another. Again it didnt work. I asked them to send a technician to the house. They gave me a number to call and Ieft a messge. Nobody called me back. I tried for a week to contact them with no success. After which I called hughesnet back and expressed my unhappiness with the service. They assured me a technician would be at my house the next day but the technician never showed up. I called hughesnet back to cancle my service. At which time they said they would chargd me 192 dollars to cancle. I asked to speak with a manager, the representative told me I could not speak to a manager and that there was nothing he or a manager could do. On jan. 29 hughesnet charged me $192 which I did not authorize.Desired Settlement: I would like the $192 refunded back to my account.

Business

Response:

February 20, 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 her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 28, 2013. On December 26, 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 $192.50 to her account in addition to the credit of $192.50 she received from our customer support representing the early termination fee. That amount was refunded to the card on file. We left a message with our decision on February 20, 2014.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Hughes Net has failed to live up to their contract with me. I have a service which should have 1000 KBS download speeds, mine have been either non existent, or below 200 KBS. They have not lived up to promises to contact me for a service visit within 48 hours, and have not been able to resolve the problem. I called to cancel the service since they have voided the contract, but was told by a [redacted] and [redacted] in [redacted] (contact phone connects there) that they would not waive the cancel fee, even if the system wasn't working properly. They promised to follow up on the service call which is already overdue. [redacted] hung up on me on the phone while I asked to speak to his manager. He said he was the manager and I could not speak with anyone else, then hung up. My service is now cancelled- good riddance!!! But I also have a $265 cancel fee. I wish to have that returned to me.Desired Settlement: return of $265.00

Business

Response: