Hughes Network Systems

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: 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: salesman told us if we purchased equiptment there would be no contract and could cancle at any time without a cancelation fee. we paid $400 to buy equiptment and we decided to cancle our services and now they charged us a $385 canclation fee after telling us there would be none if we paid for equiptment. and they also told us they would buy back the equiptment but now they say they dont know what were talking about. the service was excelent for the first 30 days during the trial period but after that 30 days the service was very bad...Desired Settlement: we would like to be reimbursed the $385 fee they charged that was not supose to be charge....

Business

Response:

May 15, 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 3, 2014. On May 5, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $370.00. Regarding **. [redacted]’s concern of returning her purchased equipment for credit, Hughes’ policy on purchased equipment is the equipment must be returned within the first 30 days to receive credit, however we have made an exception as a one-time courtesy and we have placed a credit on the account in the amount of $100.00. The purchase price for **. [redacted] was a net of $99.00. The equipment is $199.00 and there was an instant credit given of $100.00. Per Hughes’ subscriber the $199.00 installation fee is non-refundable. 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 $370.00 to her account representing 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: I am trying to cancel my services with Hugesnet and they will not let me cancel. They are taking my money out of my account. They are very rude.

Hughesnet will not let me cancel my account. They are continueing to take money out of my account.Desired Settlement: I just want the money to stop coming out of my acount. I want to cancel service.

Business

Response:

May 15, 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. Specifically, related to canceling her account successfully. After further review, we are unable to locate **. [redacted] account with the information provided in the letter. We would need the phone number or account number associated with the complaint. **. [redacted] would need to contact me with the phone number below for closure to her complaint. We left **. [redacted] a message on 05/15/2014 advising her of our actions. 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: AFTER CANCEL THE SERVIRCES A MONTH AGO ,THEY CHARGE ON MY CHECKING ACCOUNT A MONTH OF SERVICES ,THEY REFUSES TO RETURN THE MONEY PLUSS A CHARGE FROM THE BANK ,THEY SAID I AGREE TO PAID 50% OF THE EQUIPMENT REMOVEL ,WITCH IT WAS NO TRUE,THIS PEOPLE HAVE THERE BUSINESS OVER SEAS ,THOSE PEOPLE PUT ANYTHING IN THERE COMPUTERS TO CHARGE FEES,ALSO WE FOUND OUT THERE EQUIPMENT THAT WE HAVE IN MY HOUSE WAS VERY OLD ,THAT WAS THE REASON WE DIND'T HAVE A GOOD INTERNET SERVICES FOR THE TIME OF THE CONTRACT "2 YEARS",THIS COMPANY IS DECEIVING COSTUMERS.Desired Settlement: I WANT THE MONEY BACK TO MY ACCOUNT $59.50 PLUSS $36.00.

Business

Response:

September 6, 2013

Review: My account number is [redacted]. In November of 2012 an installer came to my residence and installed the Hughes Net equipment. When he was completed he brought out a contract stating that I was entering into an agreement for 2 years. When I called to order the service I specially stated that I would not enter into the contract because my husbands job requires us to move and I did not want to get locked into any contracts. I told the installer the same thing. Both representatives for Hughes Net led me to believe that was understandable and that I wouldn't have to do that. When I moved in October of this year I called and informed them we would no longer need their services. At this time I was told I would owe them $232.00 in early disconnection fees. Today 11/20/13. I received a bill of $732.87.

The company has failed to send me a UPS box to return their modem in, and they have made notes on my account claiming that I have agreed to pay for services that I never agreed to. An implied contract cannot work if one party makes it clear that they do not want to enter into a contract. I have stated this from day one. I expressed that I would rather not have the service if the contract is the only way to receive services. I feel that this company is deceitful and dishonest. As a consumer, I do not feel that any big business have the right to bully you and make threats against your credit, I have no problem paying for services that I have used. However; no one deserves free money. The $232.00 disconnection fee is not money that Hughes Net has worked for. I have taken nothing from them that they should get our money for free. The day and time that we live in already has us struggling to make ends meet, and because of a group of people who get up and decide that they can take whatever they want from whomever they want, cheats every American citizen.Desired Settlement: I would like a UPS box sent to my current address so I can return their property and the early disconnect fee removed. I will gladly pay the balance that is owed to them of $167.72 once this matter is settled.

Business

Response:

December 5, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated November 20, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the move and cancelation of her HughesNet service and is seeking to cancel without penalty.

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 November 13, 2012. **. [redacted] reports that she was promised by her sales agent and her installer that she would not be charged and early termination fee if she had to move under certain circumstances.

Hughes has a Move Program, under which a customer may relocate to a new address, at no charge, with an agreement to enter into a new 12 month subscriber agreement. Considering **. [redacted]’s overall experience and our investigation, Hughes has agreed allow **. [redacted] to cancel her service with no early termination fee. Hughes has agreed to help return **. [redacted]’s leased hardware and to waive the $280.00 early termination fee on November 27, 2013, bringing her account to a $137.69 balance. Hughes sent **. [redacted] a prepaid shipping

box and label to help facilitate the return of the leased equipment.

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,

Office of Executive Support

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

Review: The verbal quoted price 49.99 a month.In Sep.2013 an unauthorized automatic withdraw from my checking account occurred.My wife called 9/11/2013 to request billing

by mail,and was told there would be a 5 dollar charge,and that the charge was a donation to save the trees.Then [redacted]'s response was.Is it a tax write off? Then the

rep.waved the 5 dollar charge till 12/5/2013 and she was to call on or before that date to get the wave extended.Well she called on 11/12/2013 beacue my bill went from

41.54 to 56.54 I had a start up discount 10.00 for 3 months,and the 5.00 charge was on the bill. [redacted] spoke to a [redacted] and convinced my wife that we did have a 10.00

discount,and that our bill really should be 66.54,but the 10.00 discount has be exteneded till March 2014.The 5.00 charge [redacted] clammed she new nothing about a donatoin and that the 5.00 was a tax.So it looks to me that I will be paying nearly 70.00 a month just for the inter net service the nexed couple of years.I allso never signed

or have seen any contract that I can recall.I figured the installer would have given a copy after I sign.We moved in April 2013 we had know axis to the internet for three

month.Our move was a 50 mile move to a rule community.I had know time for TV or internet.All I could do was to take there word for internet service.Desired Settlement: End contract and remove equipment.

No fees for ending contract.

Business

Response:

November 25, 2013

Review: Signed us up for service on the phone. Credit card info given for verification not for payment, charge processed other info also not truthful.

I signed up for internet / direct tv service with Hughes net on the phone. I chose this provider based on info given on the phone. I spent a long time to complete the process. The person on the phone quoted me a price which included a bundling price and a bundling #. Service installed a payment then taken on the card which was NOT authorized. I never agreed to automatic debit payments nor was I told one would come out immediately. They was no cost at installation. I was not told I would not be able to have paper bill. Now in trying to clear up issues of the TV bill being higher than original quote I am told it will be an additional $5.00 per month. This information was never given before I agreed to service - so I made my decisions based on the information given to me.

3 Problems 1 . Told I was signing up for a bundle at a specific cost. Billed as if NOT a bundled called Hughes who did the sign up and told it was not a bundle. I have a bundle # from the sign up.

2. I gave credit card information for a VERIFICATION told there would NO CHARGE 91.00 was taken for pre billing that day and apparently set up for monthly debit billing - this is not the account I would have given - Nor was I told direct debit was my only option.

3. I am told it will cost $5.00 per month to get a paper bill. I was never told this when signing up it is about a 5% increase in the cost which added to the 40% increased in the cost of the direct tv because it is not a bundle is way more than I would have agreed to - not realistic budget for our family.Desired Settlement: I would like to pay monthly what I agreed to including a paper bill without a premium added. Refund card billed 91 dollars without authorization.

Business

Response:

August 21, 2013

Review: hughesnet is a terrible service. internet barley runs sometimes not at all. this is an expensive service to not work, cant get support or help.

hughesnet costs about 75.00 per month. this service is terrible. internet barely runs at first then after 20-30 minutes will not run at all. calls for help are always the same, we need delete cookies, or reset web excelleration. NONE OF THIS WORKS. cant get anyone to send someone out to help fix problem. they will not wave the early termination fee so I can get a service that works.Desired Settlement: refund all of last 4 months service and wave termination fees.

Business

Response:

April 22, 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, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “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." We value **. [redacted] as a customer. Accordingly, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. In light of the difficulties **. [redacted] encountered with our service, we have issued a one-month service credit in the amount of $72.00 to his account. Hughes will continue to monitor the performance of **. [redacted]’s service and is committed to working with **. [redacted] to reach a resolution. On, April 22, 2014, we left a message notifying **. [redacted] of our actions as well as advising **. [redacted] that he needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating. 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 [redacted] [email protected]

Review: On December 3, 2013, I ordered Internet Service from HughesNet. My order number is, [redacted].(I did not receive the email stating I had bought the service) I ordered the data plan that they thought was best for me after I told them that we streamed online movies and I needed it for online school. This plan was 39.99 for the first 3 months.The amount that came out the first month was 51.75. They have a 30 day trial to see if this suits you. On December 23,2013, I called and said that I wanted to cancel my order, that I was dissatisfied because the data plan ran out that day. I had called earlier that day to see why my internet connection was so slow. The automated voice said,"if your internet is slow, you have run out of data and need to purchase more data." I purchased $10.00 more data. It ran out by that evening hence the reason of calling dissatisfied. The man I talked to offered me an upgrade that would cost me the same no questions asked. This upgrade was one of the highest data allowances.He also said that if I wasn't satisfied with this and it ran out to please call back and I could cancel. The automated bank draft came out, it was not the 39.99 I agreed to. It was $63.67.

I ran out of data, again, on January 14,2014. I called and canceled my service but not BEFORE I was offered 3-4 times to upgrade because canceling outside of my 30 day trail was going to cost me 400.00! I refused to pay over the phone but they will be sending this to collections. This is absurd. I am not the only one that has told me that they are frustrated with the internet service, the customer service and the company as a whole. I don't know what this can do for me but I hope that it will help this company go away.Desired Settlement: I would like a refund of all I have paid to this company and also a letter saying that I do not have to pay the $400.00 that was never brought up in any of my phone conversations EXCEPT the phone conversation that I had when canceling my service.

Business

Response:

February 5, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on December 4, 2013. On January 14, 2014, **. [redacted]’s account was cancelled. **. [redacted] gave his approval to speak with [redacted] regarding the account. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.

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 $400.00 to her account representing the early termination fee. We spoke to [redacted] and informed her of our decision on February 5, 2014.

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

Very truly yours,

Executive Customer Support

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

[email protected]

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: HughesNet complaint

I had moved from one location to another around 4/15/2014. I contact HughesNet

to see if they service the new address in [redacted] GA [redacted] and they stated they

do service this area. I made arrangements to transfer service.

At the new location, the dish was installed and it appeared service was

activated. I went to a site I frequent [redacted] APP which I used in the past to

upload photos to and was not able too. I contacted [redacted] first thinking there

was a problem with the app. [redacted] representatives worked with me and reviewed

the process as well as ensure my account status was correct. Next I was directed

to another higher level rep who even had me remove the APP and download another

app just to make sure the was not any deficiencies. Lastly I was told to take my

desktop to another network and see if I can upload my pictures.

We'll I took it to an [redacted] Store and the upload worked within 2 minutes. Next day, I brought my computer to a friend's house to use the network and again I was able to upload my books in minutes.

I knew then the problem is HughesNet speed is not allowing me to upload. In addition, I

also contact my router maker, [redacted] and verify connection with the router. No

problem with the router. Many times just as a precaution, I use an Ethernet

connection to remove the excuses HughesNet was using to avoid dealing with the

problem.

It appears HughesNet would use a list of commands to communicate with customers.

HughesNet's Remedy:

They will inform you to remove connection with the router. Next, unplug the

modem and then power everything down; wait from 1 hour to 2 days (depending who

you were talking to). Next you will have to call back to repeat the process

again and again. Meanwhile, they record in their records that I as a customer didn't call back as if I didn't do my part.

I went through this scenario for months. This is quite frustrating by design to establish an ongoing continuous

call back and complaints.

No where in the conversation, did HughesNet try to resolve the issue besides

repeat the above scenario. I asked countless times for them to send someone to

look at the modem or review my speed. Their resolution became to increase my

data usage increasing my monthly payments from approximately $60 to $80. Again I

was unable to use my [redacted] App. Called HughesNet again on 6/4/2014, HughesNet told me to

increase my data usage. Desperate due to the back logs of my orders, I agreed to

send off my book. Now my monthly bill is $108. Again, it did not work.

I emailed HughesNet informing them they had a week to clear up the proble** they

were causing and I want my original billing contract because I did not have

these problem at my previous address. I have documented internet speed test to show the poor speeds.

Also, documented how slow the system is and how it keeps working (activity lights on their modem) even when it's not connected to the computer.

Next thing I know, I had used used up my monthly data allowance on 6/12/2014.This has happen on prior occasions in recent months.

It appears I use up data within 4-12 days, then Hughesnet downgrades my service or throw me a token or better yet, I can buy them??!!

How? Why? Why will they not assist with this problem. This was the initial complaint I had informed Hughesnet of from the beginning.

I made numerous attempts to resolve this issues and they would not help. Meanwhile, my business is back

logged due to my inability to provide photo books which is the basis of my

business and I had to pay additional express shipping to expedite and the

embarrassment of telling clients I have a internet problem that is not their

fault. My reputation is important to me and my business.

Now that I have validated all associated hardware and software connected with my

internet experience and found HughesNet the primary reason for slow speeds which

is far less then required speeds needed for me to do business. Also, I would

receive system downgrades which slow down your system even more. This would

happen every month and the rep had the nerve to even request I get a business

account.

On 6/12/2014, I could not paid for a service that was not meeting the usage plan

I needed. I was force to cancelled the service due to HughesNet failure to

remedy the problem. HughesNet did nothing because the cannot provide the service

and speed agreed upon. Next they make it your decision to cancel and record the

decision as if you volunteer to cancel when it's pointless to continue to pay

for a service that does not work. The representative first stated the account

will end at the end of the billing cycle. I asked why should I continue service

in a downgraded state? HughesNet has a token system that I see as a way of

providing you more usage about 1-2g which is used up in a hour or 2. I didn't

want tokens but a resolution to why is there so much data usage for 1 household

computer and nothing change from my usage at the old address.

Another issue I had with HughesNet is the auto-pay system. I checked the box for

them NOT to auto debit my account. I have seen activity from HughesNet where

They have debited my account for more then the understood amount. At that time I thought I was paying for around $50 but

was charged around $70. When I complained, the representative gave me some kind of credit that will last for a year and

bring my account back to $50.

How can a company that operates in this manner, refuse to remedy the problem and

charge you for cancellation fees receive a AAA+ rating from the Revdex.com. I visited

numerous consumer sites with the same complaints against this company for years.

I wished I had check the complaints prior but that does not give HughesNet the

right to treat consumers in this manner and continue to operate as such.

I want the fees removed and be done with this fraudulent behavior and business.

Today, I have shipped (via [redacted] tracking # [redacted]) the HughesNet modem, power cord, and Ethernet cable back to them to

avoid an additional $500. If you think about it, Hughesnet stands to earn about $900 to cancel. I instructed them

not to auto-debit my card and send me an invoice. They emailed me the 2 invoice but the links fail to allow me to see the charges only if I pay.

I am in dispute with this arrangement so now I have no idea what they are charging me for the forced cancellation.

This statement will be sent to the Revdex.com, FCC, State Attorney Office and any and every Consumer

Reporting agency available until resolved as well as seeking legal assistance. My account cancellation is within the

90 days of termination. If I had continued play their remedy game, I would have

exceeded the 90 day time limit but HughesNet is charging me the fees anyway.

This has to stop and they should not continue to do business. It appears they

make more money through cancellations of poor service.Desired Settlement: I want my cancellation fees removed due to improper service and failure to assist with a remedy. A review of the HughesNet complaint practices by the Revdex.com to seriously continue the AAA+ rating that is misleading to the public. Are these ratings paid for because there's no way this company is an AAA+ seriously. Investigate Hughesnet complaints on auto-pay practices, their resolution practices and results. Review Hughesnet's inability to provide the established speeds customers pay for but do not get. Examine how the only way to possibly resolve any issue by HughesNet is by increasing data usage allowance which still does not work obtain more money for failed service. Also, review their Token practices which is a way HughesNet's of remedy for downgrading the internet use. Terrible company! I feel compelled to do my part in exposing this company for their very poor customer service.

Business

Response:

July 9, 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 December 30, 2013. On June 12, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $311.00. At the time **. [redacted] requested to cancel service there was an attempt to troubleshoot the service and an offer of a $30 service credit for eight months which were all declined. All customers have 30 days to cancel service without penalty. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” 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 $155.85 to her account representing 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]

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:

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: We have had numerous troubles with Hughes Net, after becoming a satellite internet service customer back in September of 2012.

First off, we have authorized Hughes Net to take out a payment from our bank account monthly, in the agreed amount of $49.99/month per the original agreement back in September, 2012. This amount was to not exceed $59.99/month at any time.

Since that time, we are constantly being told a different amount due. We have been charged upwards to $85.00 per month, without explanation. We had never authorized Hughest Net to charge us for the monthly service charge fee, if there is a need for repair.

This month, we had extended our payment due date to October 26th, 2013. This was made last month with a "[redacted]" from Hughes Net. The case #: is, [redacted]. The original payment due date was the 11th of each month. [redacted] ensured me back in September of 2013, that our payment was not due until October 26th, 2013.

Now, we are getting past due reminders when we are on the internet. (since 10/9/13). We contacted Hughes Net. They are now saying we owe over $100.00 in order to not be shut off, and also to pay a "pro rate" fee???? This after we explained our Case # with [redacted] and change in the monthly billing due date.

The service is also incredibly slow. The pages freeze often. When calling into get help, it is truly excruciating to wait and get assistance. We were with a customer service per[redacted] for a half hour the other day, going round and round about what we owe per month, and why it is suddenly higher and also confirming we had indeed changed our payment due date with a Case # confirmation. They didn't help what so ever and kept putting us on hold.

We are uncomfortable with the sudden pro rate and up charges and access to our account. We are also unhappy with the lack of records and deceit in the due date after changing it. This is fraudulent.

We have been friendly and patient and now are seeking your assistance, and possibly going to the State Attorney General's office for help as well.

Also, when we have tried contacting the company in other forms, due to lack of time to sit on hold for a half an hour, the email to them crashes after filling out the entire online form to properly contact them to reach a conclusion.Desired Settlement: We wish for the due date to be changed permanently to the 26th per month.

We wish for the charges to be the original $49.99/month we had agreed upon when we first started with Hughes Net.

With the over charging fees, we wish for that to be credited to our bill, so as to be fair and honest business and we have been over charged for.

We wish for the end of "payment due" interruptions during the use of internet immediately.

And, the end of the fraud to the "pro rate" and insurance fees we had never agreed to.

Business

Response:

November 1, 2013

**. [redacted]

Trade

Practice Consultant

RevDex.com

1411 K

Street Northwest 10th Floor

Washington,

DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter

dated October 20, 2013, to the Executive Customer Care division of Hughes, we

have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding

matter. Unfortunately, we have been

unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **.

[redacted]’s concerns have been fully addressed.

We would like to request additional methods for

us to reach **. [redacted]. Please provide a different phone number where he can be reached

and/or email address. Our records indicate that **. [redacted]’s

account was activated on September 11, 2012. Hughes has issued a credit for the

Express Repair charges and has changed the billing date to the 26th

of the month.

Hughes is wholly committed

to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. We look forward to addressing these concerns

as soon as possible, and are appreciative of your efforts in facilitating

contact with **. [redacted].

Sincerely,

Office of

Executive Support

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

v

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

We were never once contacted by anyone from Hughes Net as the response claimed.

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: 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

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

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

Review: Offered me services at a specific rate on 03/16/14 w/no fees,today,03/19/14 they are offering me services with very high fees.Manager was rude.

I contacted this company on 03/16/14 wanting their services. Advised I was located in the service area, complete a credit check and quoted me a price and did not advise until the very end of the call I will need to provide a credit/debit card for them to put a $40 hold on to the card. I advised I did not have the money in my account. I called back on 03/18/14 with the funds in my account and then stated my installation date would be much later than previously scheduled. I did not sign up for their services then. I called and received other quotes and called this company back today, 03/19/14 to speak with a manager regarding the inconsistencies. When the manager spoke to me, he was rude, condesending and told me it was my fault because I should have signed up for the deal when I was approved three days ago. He stated that since my credit has been ran, they now have to charge me very high fees ($299) to provide me with the same services they were going to provide me on 03/16/14 with NO fees at all. The manager then stated it's not their fault that my credit is bad and this is all I'm qualified for. I asked him does he provide any customer service at all to the customers he speaks with and he stated, "...no...I work on the sales floor...there is a totally separate department to receive customer service." The manager degraded me and told me their inconsistencies with their pricing and fees, is my fault. I was advised their specials change, but their advertising on their website states the special ends on 03/31/14.Desired Settlement: Provide me with services with no fees assessed as originally agreed on 03/16/14 or find me another internet provider that will.

Business

Response:

April 17, 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 are unfortunately unable to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. In order to bring resolution to **. [redacted] complaint, Hughes would need the account number or phone number associated with the account. **. [redacted] may email her account information to the email address below putting my name in the subject field or she may contact me at the number below for closure. Hughes is wholly committed to clarifying the nature **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted]. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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,