Hughes Network Systems

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,

Review: 44 FYI

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

Business

Response:

June 5, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. **. [redacted] has cancelled her account. An early termination fee of $250.00 applied to the account due to cancelling within her 24 month contractual agreement. We issued a one month courtesy credit to the account of $83.13, bringing the amount due to $166.67. **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label will be shipped to the address on file for the successful return. We left a message notifying **. [redacted] of our decision. We would need to speak directly to **. [redacted] to bring closure to her complaint. **. [redacted] may contact me at the number below. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, [redacted] Executive Customer Care ###-###-#### [email protected]

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

Business

Response:

June 19, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 23, 2013. At the time **. [redacted] ordered his service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed.” Hughes’ has received one technical call on this account which was a result of the monthly data allowance being exceeded. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. **. [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical support. If her speeds are below average speeds we would be happy to offer advanced tech support to **. [redacted] to insure that her service is operating as it should. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. If **. [redacted] still wishes to cancel his service she will be within her contractual agreement, and an early termination fee will be a valid charge. Regarding **. [redacted]’s concern of her account being on automatic debit, the agent wasn’t able to complete the request because the call dropped and terms and conditions must be read and agreed to when changing the billing method. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

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

Business

Response:

June 26, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your rebuttal letter, to the executive customer support division of Hughes, we have previously attempted to contact Ms. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service. Regarding **. [redacted]’s latest concern, to reiterate we fully expect her to receive the service that Hughes says it can deliver which is why it is strongly suggested to troubleshoot the service with the technical support team. There are no documented speed and web response tests to determine if there is a problem with the service that **. [redacted] is receiving. As previously mentioned, our records indicate there has been only one technical call meaning there were no other calls to report problems with the service. In order for Hughes to be able to determine if **. [redacted] has a problem with the service, we have to be able to troubleshoot the service. If Ms. [redacted] still wishes to cancel her service she will be within her contractual agreement, and an early termination fee will be a valid charge. All customers have 30 days from the period of activation to cancel without penalty. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

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

Review: 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]

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.

We bought a house recently and the house came with a hughesnet dish and radio received already, so we figured we would give hughesnet a try because we are out in the country and they were at the time (may 2015) our only option, the install went smooth (independently contracted) and so on. We had the 10GB data plan which lasted 26 days so it wasn't so bad other then the bad connectivity during storms which is expected with any Satellite communications system, at the end of the month I called to up my data plan to last for a whole months worth of streaming videos and regular usage. We went with the 15GB plan and the day after the 1tGB plan kicked in we went out of town for 5days and obviously we're not using out network or any data, upon returning we streamed maybe 30min or so of videos on Netflix at 480p and then it stopped working, then the nightmare of dealing with hughesnet and their customer service started, they said that we used all out data and I explained that we had used 30 mins of streaming low quality video as we had been out of town and they refused to correct the issue on their end. They gave us 1GB of data so they could monitor our usage and then tried to pull some scam and say that we had to buy more data because the first month it doesn't deplete as fast( I am a Satellite communications technician for the military) which obviously made zero logical sense. So we decided to cancel , well during that time period they had outages making it impossible to get in contact with them before our 30 trial was up, I got orders to deploy and they said if I sent them orders ( which I blacked out all opsec material) they would cancel no charge and we would not be charged, the very next day even after I confirmed they received the orders they charged us $464 for the cancellation fee, and admitted it was their mistake , and although I had confirmed they received the orders the day prior the day after when I called after being charged they said they didn't receive them so I sent them again and they confirmed again that they received them and finally issued the refund. They said it would be in our account within 24 hours and of course it wasn't, this went on for 11days until they finally issued the refund and it was in our account, fast forward 35 days later they then charged our account again for $214 for un returned equipment ( the only equipment provided to us was the modem as the dish and received where there already) so I called and they told me eventhough that equipment was not ours that we should've sent it back anyways ( eventhough our account had been closed out) and where charging us for the previous owners equipment, which makes no sense. So we spent the money to over night with because it was the day prior to labor day weekend 2015 and UPS verified the day after it was received , but no refund eventhough they said it would be automatically refunded , so we waited 2 days and I called again and they said it was never received . This went on for 9 days of them saying they never received it, until they finally decided to manually receive it in their system ( I called every day) and said the money would be in our account and even verified the card on file. Still no refund so I called back 2 more times only to find that they had credited it to our inactive hughesnet account for no reason and I finally got them to issue it to my card which they said of course 24 hours yet it took 3 days for the money to show up. It is wrong for a business to 1. Take money when you are explained that you will NOT be charged and in the military community 464 dollars out of no where coming out of your account is a big deal, and so is 214 as well and them charging our account is borderline fraudulent. I would never use hughesnet again as they feel the right to take money that isn't theirs and tell you one thing yet do the opposite you have to hound them on the phone to get anything from them . I would urge anyone to stay away from hughesnet and the fraudulent charges they feel entitled to

Horrible company! After my contract was up, I cancelled my service. After I had shipped their satellite parts they charged my bank account 312.68 dollars and I won't get it back until 5-7 business days after they get their package. Beware of this company and its horrible ethics!

Review: I ordered Hughesnet satellite internet service and was assured it was high speed internet capable of streaming video such as Netflix. I was never informed of a monthly data allowance. I could rarely access the internet and when I could it would frequently go out. When I would call customer service I was told I would need to purchase restore tokens. I could still not get internet service even after purchasing restore tokens. After two months I cancelled my account and went with another service provider. Now I am being billed $400 for early termination plus an additional monthly charge after the termination date.Desired Settlement: I would like these charges to be waived simply because the service didn't measure up to what I was promised.

Business

Response:

March 18, 2013

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: 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 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: Back in July I was calling in to Hughes Net to get a restore token placed on my account because I had used all my internets daily allowance and normally this is a easy process but the woman I spoke with couldn't apply the token and had me go into the h9000 system from my pc and run test then had me hit a restore point which began my nightmare, she then got me with technical support and hours later I still had no internet. They then decided to send a tech out to my residence but could not get a tech out for almost a week. I do a lot of my business from home and could not wait so I called an outside company to come and fix my internet, they did managed to fix all the ports and get the internet working again. The service call cost me 175.00 which hughes net advised me they would reimburse these charges as a credit on my bill. They had me either fax or mail the invoice in which I did mail it in and here it is 20 representatives later hours of my time wasted and still no credit applied to my account. This is unacceptable, they have had me put in payment arrangements to buy time for the credit to be applied and this is almost 2 months later and they are playing games, the credit of 175.00 needs to be applied to my account I did my part avoided the tech from Hughes net coming out to fix the internet called a tech with another company and haven't had a problem since. This company needs to fulfill there end by reimbursing me for my out of pocket cost to get the internet worked on and fixed.Desired Settlement: The credit of 175.00 needs to be applied to my account I did my part avoided the tech from Hughes net coming out to fix the internet called a tech with another company and haven't had a problem since. This company needs to fulfill there end by reimbursing me for my out of pocket cost to get the internet worked on and fixed. This issue was the initial problem from there representative messing up my account and I had to spend my well earned money to get it fixed, I want this issue resolved and this credit needs to be applied

Business

Response:

September 24, 2013

Review: I called and signed up with Hughesnet in late Sept. of 2013. I was told at that time that a hold would be put onto my account for the equipment used until and if the day came I canceled service with them. I was told it was 300.00 for the deposit for the equipment. After looking over my bank statement, I see they actually took 471.00 out of my account. I quickly realized after starting service that this was not the company and program for my family, their service was very limited and poor customer help, so I decided to cancel service. I spoke with an agent on the 14th of October to cancel all services with Hughesnet and was then told that I had bought the equipment that I have had for only two weeks and no money would be refunded. This is a total reversal of what I was told when I signed up with them and unacceptable to my family. I am asking for a full refund of my deposit with return of their equipment immediately.Desired Settlement: I wish to have one of their technicians come take their dish and other equipment and return my deposit immediately as I was never told I was buying the equipment and have no use for it and the amount was not what I was told either.

Business

Response:

November 4, 2013

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,

Review: We cancelled our services with them within the 30 day cancellation policy. We were sent a return box with a list of all the required items. We checked the list 3 times and all the items were in the box. The box was sent with ALL the items. 3 months later we received a bill In the amount of $214.25 for not returning the radio which we did. I called them concerning this matter and they expected us to track down the weight of the box. I asked to speak to a supervisor - I waited 45 minutes and then hung up. I did NOT keep the "radio". They turned my account over to a collection agency. We have outstanding credit. I also looked up the reviews for this company and we are not the only ones with this scam. Please help.Desired Settlement: Remove my bill from the collection agency.

Business

Response:

September 16, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on March 20, 2014 and requested to cancel her service on April 2, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. We have located the missing equipment associated with her account. [redacted]’s account has be credited the disputed amount of $214.25. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

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

Regards,

Review: SERVICE it is ongoing problem service was interrupted in mid january and continue to charge me for services , WE NO LONGER WANT THERE SERVICES AS THIS PROBLEM ISNT GOING AWAY ALSO TO UPGRADE YOU WANT CHARGE US ANOTHER 300 TO GET WHAT WE NEED , NO NOT HAPPENING,PLUS THIS PROBLEM HAS BEEN GOING SINCE MAY WHEN WE FIRST GOT THIS SERVICE AND STILL ISNT RIGHT .Desired Settlement: THEY CAN COME GET THERE STUFF AND MARK THE BILL AS PAID WILL NOT BE CHARGE FOR DISCONNECTION OR EARLY TERMINATION AS THEY DONE THAT ON THERE OWN IN MID JANUARY AND CONUTINE CHARGING ME SERVICE I DONT HAVE NOR DO WE WANT BEEN TELLING THIS SINCE LAST MAY AS THIS IS HOW LONG PROBLEM HAS BEEN GOING ON

Business

Response:

March 14, 2013

Review: Prior to ordering my Internet service through Hughes Net I explained exactly what I needed. That we have a lap tap computer and I needed WIFI connection. They explained that their basic plan along with a router would work great. It has been a nightmare since the first day it has been installed. The person who installed the service through Hughes Net brought the [redacted] router and set everything up. That night when I arrived home from work it was not working. I had to set up another appointment for someone to come and fix it. They came out it worked for a short amount of time in our basement and I was again on the phone with technical support. Everytime was 40 minutes a crack. They were blaming it on my [redacted] system that their installer put in. I called [redacted] as they suggested. They tested my router and said everything is fine. I then called back to Hughes Net and they recommended I go with the Gen 4 service and that I would get better service. I told them to move forward with this and I explained as well that my device needed to be moved from my unfinished basement because I felt this could be part of the transmission problem. They agreed that it should never have been installed into my basment. They had to punch another hole into my brand new siding, punch a hold through my daughter's drywall to wire the system in properly. This is a brand new home you should know. When the Gen 4 was installed I again showed the installer my concern before he left that in fact I could not get full bars not even 20 ft away from where the system is set up. He told me to try buying a new [redacted] system because he did not know what to say. I did this and I still not get full bars. We have intermittent internet. One minute we can have great reception and the next when you are in the middle of looking at something it will disconnect and we will lose internet connection. I called today and they offered me to purchase a more expensive package because they did not want to lose me as a customer. I explained that I did not want to be paying anymore than what I initially signed up for which was the basic package. I told them because they have failed on their end to provide me the service that was guaranteed to me I wanted to cancel. They said that they were going to charge me $400 for breaking the contract. I told them this was unacceptable because I was cancelling a service that I have been paying for for months, a service that has never completely worked, They then agree to only charge me $200. I told them that I was not going to pay anything for cancelling a service that is not working. I told them I was going to contact the Revdex.com and they told me to go ahead. They said that because they offered to assist me by offering a more expensive package and I'm unwilling to try that I will not be granted anything. I feel it is absurd that a customer is treated like such. All I want is a working Internet service, one that we do not all have to be located in my 13yo daughter's bedroom to get service. They continue to blame it on the router that they installed, however do nothing about it. I purchased a new router from [redacted] and it still is not working. I believe they are selling a service that is deceitful and they should not be charging me $400 or any amount for me wanting to cancel a service that is not working.Desired Settlement: All I want is for them to allow me to cancel my service without being charged the $400 or any amount. I have lost so much time and energy on calling this company and trying to trouble shoot. This is not what I signed up for. I signed up for an internet service that my daughter could do her homework with. A system that would work with WIFI capabilities.

Business

Response:

March 14, 2013

Review: I called after receiving a mailer to set up satellite Gen4 internet service. Made an appointment for installation. A few days later got a call that I needed to set up a date for installation- and was told that the date and time given to me originally was not an actual appointment. So I cancelled everything. A month later I called an independent Sat. installer and had them come out and install instead. Plan was for 10g/month service @ 39.99 per month for three months (20 dollar discount for three months). Installation charge was 109.60 with a 90 dollar rebate I have not seen yet. 6 days prior to the end of the billing cycle we ran out of bandwidth and I called in to bump us up to the 15g/month service @ 79.99 per month MINUS the original 20 dollars per month discount plus another 20 dollar for three month discount for my trouble. After much transferring and messing around we got it set, left a recommendation for the technician that helped me and hung up. 3/26/13 I was contacted via pirate website that came up saying my bill was unpaid for 90.91 amount- at the highest service plan amount of 99.99 a month minus an initial 20 dollar/month discount- a service I did not okay or sign up for.

Unable to sign in. Unable to get chat support to work. Unable to get initial numbers for support to work. Contacted help explained situation, was transferred and spent 40 minutes explaining again and arguing for my originally promised bill amount of 39.99. They refused. Transferred to escalations, and call was dropped. Called corporate number and explained again, call was dropped during transfer- reference number I was given didn't exist. Called again, this time the help number asked me to identify which account was associated with my number- it said I had three accounts. None of them were my account. Spent 40 minutes arguing and explaining again. Transferred again. Another hour on the phone. The best anyone can offer is 49.99 a month, but a loss of my three months of discounts, though each person still wants me to initially pay the 90.91 dollar bill first and then bring my subsequent bill down to the 49.99- not the 39.99 I was promised. I have now spent over two hours, for the third time trying to deal with this company. I have no rebate. I have no service like what was provided (internet is not as quick as I was assured it would be- cannot stream video), they can't explain why my bandwith is disappearing, and no care is being given, or notes added to my account, for changes made during these calls. Being told there is no refund- it was automatic so the 110 I was charged was correct. Though not what I thought it was supposed to be, I was told I'd get an instant rebate back on my account.

This company is horrible, deceptive, predatory... I want out of my contract. I want to be able to return my equipment and walk away only having to pay for the monthly service I have used. As the call was ended (I typed this during the many hours I was on the phone trying to solve this problem) I asked for the bill to be charged to a card other than what they had on file. Person said yes. Instead they went ahead and charged the original card and overdrafted my account and can't undo it.Desired Settlement: I'd like a public apology. I'd like to be able to have the option to end my service without penalty at a time fitting me, just returning the equipment in their prepaid boxes. And if I should choose to stay I'd like a 40 dollar discount per month for the extent of my service. That seems fair for this bull crap run around with this company.

Business

Response:

March 28, 2013

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:

Review: An installer came to set up the hughes service and could not complete it May 2, 2013 . He couldn't get it to work. Said he would be back May 3rd. Instead he called and got it installed over the phone. It didn't work properly. We called Hughes May 4th to tell them it wasn't working. No one showed up and we called again May 7th. They said the would get the installer here to fix it. He showed up the 8th, did a couple of things on my computer and said that was as good as it would get. Deal with it or cancel. When it takes over 5 minuted to load a webpage (with error messages) something is wrong. We have called many times the last 24 hours and finally told them to cancel the contract. Now they tell me they will cancel, but not refund the entire amount of my money. Their product doesnot work, never did work, and now they won't refund my money????

And the problem is their equipment. I never cancelled my original provider and it works just fine.Desired Settlement: It is of little value to have an internet provider when the service has never worked properly.

I just want it fixed in a timely manner

Business

Response:

May 15, 2013