Hughes Network Systems

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 was sold on their services because I was told that I would get speeds of AT LEAST 10 mbps. I have never gotten that speed from day one and have continuously and repeatedly complained to them about it.

I am to the point that I am fed up and want to cancel and when I called to cancel I was told that I will have to pay an early termination fee. I think this is very unfair considering I have been very unhappy since day one and have expressed that to them.

I have gotten TERRIBLE customer service and have been placed on hold for 45 mins at a time and then transferred to THREE different people when they were ready to transfer me to the fourth I blurted out "I've been transferred already THREE times!

I never get calls back and when they just came out to evaluate the problem on Monday, the tech exchanged modems and had to call the office to ask how to set it up-- then told my 16 yr old son that the reason why our service is so slow is because he and his brother do online gaming!! This is ridiculous!Desired Settlement: Cancel my services and do NOT charge me an early termination fee!

Business

Response:

May 1, 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 April 24, 2013, to the Executive Customer Care division of Hughes, we have contacted [redacted] the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that [redacted] has concerns regarding a credit on her account.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with [redacted]. We sincerely apologize for any inconveniences that have been caused to [redacted] during this time. As an executive courtesy, Hughes has credited $220.00 towards the Early Termination Fee (ETF) and added to the existing $20.00 credit there is a total credit of $240.00. At the end of the billing cycle, [redacted] account will cancel and a $340 ETF will be applied to the account. After the $240 worth of credits are deducted, the ETF will be $100.00.

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

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 feel that with all the trouble/complaints I've dealt with since day one, I shouldn't have to pay anything to close an acct that I have NEVER been happy with!!

It was YOUR sales representative that falsely stated that I would get speeds of AT LEAST 10 mbps, and that NEVER happened!

I feel that since I paid on my account faithfully every month that, that alone shows that I tried to be patient with the poor customer service that I received from Hughes.net.

Please credit the remaining $100 on my account, and I will accept that as a "measure of good faith".

Regards,

Review: I was enrolled in the invoice billing plan, not automatic payment. When I paid my bill online on the website, HughesNet immediately switched me over to automatic payment without my consent or knoweldge(at the time. I have since discovered this information) They say that if I sign in to my account and make a one time payment online that it is their policy to switch my billing method to automatic payment. They have refused to refund the amount that they automatically took out of my bank account, refused to give me proof of where I authorized automatic payments(because I never authorized) refused to email me, and refused to give me their address for me to file a formal complaint. and at the end of my chat session, the option to "send transcript" is disabled and I have to scroll a little bit, printscreen, scroll a little bit, printscreen, etc. I have all print screens saved for your view if you would like. They offered to call me in an hour, to which I requested email so I would have written proof of conversation... they refused. I was also charged a $1.00 fee which they said was for testing the account. I did not authorize that charge either. The internet speed is extremely slow. In order to document the speed and use any other "free services" with the company I must download their tools which then use up the data on my data plan. They advertised that I would be able to watch up to 3 or 4 SD online videos per month, however internet speed does not allow for any movies to be watched in their entirety without having to push pause and wait for them to load.

Product_Or_Service: internet service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the $63.59 refunded to my bank account immnediately and for them to remove my banking information from my account information. I would also like to terminate the contract without any early termination fees. The combined poor internet quality as well as their refusal to refund me after a non authorized charge is not what I signed up for with this internet provider.

Business

Response:

January 13, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the service was activated on October 5, 2013. Regarding **. [redacted]’s concerns with the online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates.

We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved.

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 got HughesNet everything was good until I wanted to up grade my service, March 22 2013, When I upgrades the HughesNet game out and changed the box that changed or suppose to change to HughesNet 4, they took the old box, we decided to pay for the other box, they sevices was suppose to be to upgrade free, but the box we had to pay for was around $320.25, we got a bill for 500.00+, well we was suppose to get a rebate after one month when we fill out the papers. of $199.00 so I called to ask what to do, when I called I found out that they where charging us for 2 accounts, the old one and the HughesNet 4, they told me they would refund the money back they charged us for and take the old one off, well had problems with my internet service call about 2 days later, still had 2 services. Just about 2-3 weeks ago they just took the old HughesNet off our account, I just got a bill where they are charging us for the Old Box they came and got when we got a upgrade which is $320.25 + another Bill the same day for $76.94 for our service. I called and ask them about it, they said they are allowed to take any money off our credit card if we where charged for it. But we didn't take the box, I have been calling them sense for many times about this box. They told me who came and upgraded our HughesNet4, they know they got the box and that they told them it was in ware house and that the one that upgraded would send it to them. Any way, the billed me the $320.25 for the box, also I haven't every got my refund back from paying for 2 accounts, or have I received my rebate of $199.00 for the upgrade. I've called the CEO, and they sent me to someone, and that is when the old HughesNet was taking off but that is all I have received from them. And also they charged me $190.00 for something....I'm not sure they took it out for. they said they let us have one month free. but for the first 3 months or bill wasn't suppose to be $55.00, and never got it. So since March they have took around $1,100.00 from us.Desired Settlement: I would like to see them refund the money they took for the old box, the money they took for 2 accounts, and my rebate for upgrade. and also why was we charged $190.00,

Business

Response:

July 16, 2013

Review: I have on at least four occasions contacted Hughes to explain my problem. The last two times I was put on hold then a recording came on and told me my could not be completed; "Please try again."

When I ordered Hughes, I told the sales clerk that my computer was 10 years old, and asked if that would matter? He said it would not, so about three months ago I ordered Hughes. I have not been able to get internet. The last time I called a technician and they told me that some later models of [redacted] can support the internet, however some older models cannot.

I am a retired Veteran on Social Security and I cannot keep paying $77 a month for service I cannot use. Hughes system is working as it should in my home. The problem is my old computer. I need internet service to keep in touch with the Veteran Administration for appointments and medications. Currently I have to use the library (which is 18 miles away, one way). My payments were due on October 26, I have not made that payment yet. I changed the due date to the 4th of the month; however, that will not take effect until Dec. 4.

Second Letter:

In October I sent you a letter asking for the monthly payments to be suspended or terminated immediately. The enclosed letter explains why. However, I did not receive an answer except you are still charging me for a service which was supposed to be $49, then it went to $77 now in January. You took $87.44 from my checking account. Because I cannot use the system until I purchase a new computer, I have disconnected the modem. Why do you continue to take money from me when I cannot use the service? Yes, I realize it's not your fault, however; I was told the age of my computer would not matter, and it does.Desired Settlement: I would like my service suspended (if possible) or terminated effective immediately without making October's payment. If suspended, I will let you know when I have obtained a new computer. If I must make this month's payment, please call me as soon as possible so I can make it without damaging my credit. I apologize for this inconvenience which is no fault of Hughes Systems.

Business

Response:

March 14, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the service was activated on July 25, 2013.

Regarding **. [redacted]’s request to have his service placed on suspension, he will need to contact customer support at ###-###-#### to have that order placed. A message was left on his voicemail with our number in case he needs help getting them on the line. As a courtesy we have credited the account in the amount of $87.44.

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 was charged tax on equipment I returned. They charged my credit card without giving me any notice, no bill. I talked to three of there customer serivce representatives and they all said that they can't do anything about the tax charge. But I returned their equipment so I should not be getting charged for that tax. They aren't going to pay a tax on the equipment becasue I returned it and it was not charged on my account.Desired Settlement: I would just like the amount charged on my account to be refunded.

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

In response to your letter dated December 18, 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 she can be reached and/or email address. Our records indicate that **. [redacted]’s account was activated on September 13, 2013. It is our understanding that **. [redacted] has some concerns about a charge for tax on a hardware return. Hughes refunded the $8.60 to **. [redacted]’s credit card on file on December 31, 2013.

Hughes is wholly committed to clarifying the nature of **. [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].

Sincerely,

Office of Executive Support

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

Review: I contracted with HughesNet to provide me with internet service. I was happy with them. Then, a representative called me and asked me to upgrade. I agreed to upgrade when he told me I would never use all my downloads unless I was streaming movies. We do not stream movies, but I only have two weeks of internet every month and the last two weeks I have no internet at all. After I have used my downloads, it is supposed to slow down, but I am still supposed to have internet. I have no internet. I have repeatedly called and they offer me a token, etc. but the issue is that I still have no internet. A token will last maybe an hour or so. I asked to go back to what I had before the upgrade. They refused. They want to give me discounts, but not give me the internet they promised. I dont mind slower speeds, but they just turn off my internet completely after I use my downloads, so that should be breach of contract. After several months of dealing with them, I opted out and had to pay 175 to get out of my contract. I am mad that I have to pay early termination fees for something they caused. They refused to give me the old plan back and everything they offered me either did not work or did not solve my problem. Offering me a discount, does not give me internet. I am held to my part of the contract to pay ETFs but they did not have to continue to give me internet if they chose to cut me off....that was breaking their contract agreement with me and I have no recourse.Desired Settlement: I would like a refund of my ETFs for 175. It wont make up for the lack of internet we needed for my daughters' college classes, etc. It wont make up for the headache of calling in all the time and nothing really being done, but it would be something.

Business

Response:

July 29, 2014[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [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 April 25, 2010. On March 25, 2013, [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment.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. With the service it’s not possible to troubleshoot, but the usage that occurred could’ve been a result of a virus on [redacted]’s computer, information collected from visited websites, or a variety of other factors. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $87.50 to her account representing half of the paid early termination fee and that amount has been refunded to the card on file. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,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. I am not completely happy since the reason for my cancellation was that they turned my internet completely off, not just slowing it down after my data reached max. for 6 months in a row. I feel that they breached the contract and I really feel that they should not charge me at all because it was their fault. Also...the only reason I upgraded to gen 4 was that they called me and asked me to. They also stated that I would not run out of internet service unless I was streaming movies....which we were not. I also asked to go back to the daily roll over instead of the monthly and they refused to let me do that. But, I guess this is the best I can get...they ripped me off and I am not happy, but they are the business and they have the control. This is the best I can get, I guess.

Regards,

Missy Mccoskey

Review: hughesnet took money from my checking account without my autheratio .They refuse to give me a refund.did not sign up for auto pay.

I made a payment to hughesnet on may13 .on may29th I checked my checking account and seen hughesnet took out 237.00 from my account, I have never been on outo pay and did not authorize them to take money from my account,they refuse to give me a refund.I don't know how they took it out with out me telling them to.Desired Settlement: I. Want a refund of the 237.00 they took. From my account plus the $75.00 in non sufishent fund charges they caused me to have. I never signed up for autopay.

Business

Response:

June 18, 2014 [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 to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. After further review, **. [redacted]’ account reflected a balance of $237.87 which consists of April and May billing cycle. The amount charged on 05/28/2014 is a valid charge. In light of the difficulties **. [redacted] had with paying her bill; Hughes issued a credit to her account in the amount of $94.84 as well as $10.00 off her account for (4) months. Unfortunately, Hughes will be unable to issue any additional credits to the account. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: In August of 2013, I purchased Hughes Net internet services which included a satellite installation, cable wiring, a modem, and a router. I was put on a monthly payment for their home wireless internet service. Unfortunately, I was very disatisfied with the service from Agust of 2013 until present date (December of 2013). I called three times over the 5 month period with troubles with the internet not working. When it did work the wirelss capabilities were not working 100% of the time; the wireless internet would go in and out in the middle of my studies. My internet currently does not work again. I called to cancel and the technician kindly informed me that I would owe close to $400 to cancel the service due to a "contract" and I have 19 months left on the contract. I don't remeber signing anything for a term or "contract" and even if that is so, a business should void their contract if their service does not work. I am in school graduate school working on my doctorate and I had to go to the library most of this semester for internet access since the Hughes Net service purchased in August did not work. I no longer want their service but must pay a $400 fee to remove their servies.Desired Settlement: I would like to see the outcome be a full cancellation of Hughes Net internet services with no cancellation fee.

Business

Response:

December 31, 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 December 19, 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 she can be reached and/or email address. Our records indicate that **. [redacted]’s account was activated on July 20, 2013. Hughes issued a three month service credit of $149.97 and is prepared to resolving her technical issues.

Hughes is wholly committed to clarifying the nature of **. [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].

Sincerely,

Office of Executive Support

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

Review: Internet service purchased for 10 MBPS is delivering only .48 currently. Never over 2.94 in the past 6 months.

In December of 2012 I responded to a Dish Network ad for internet service at 10 MBPS for $59 per month. They sent Hughes Net to install a dish and a Gen 4 system. The service is often dropped several times during a session and using speedtest.net and other testing systems, I have never gotten over 2.94 MBPS. I have talked to them several times but they have never taken any action to address the problem.Desired Settlement: I have asked them to stop charging my credit card (when I can get to them, the service is so poor I can't thru with and e-mail or even a phone call) and let me out of the 2year contract which I believe they have breeched. [redacted]

Business

Response:

July 26, 2013

Review: I canceled my service with HughesNet as each time the weather was less than perfect, we lost all service. Plus, it is was slower than dial up. I had to make two calls and spent over an hour on the phone with an account manager on 19 March trying to cancel my service. They failed to adequately follow all the steps on their side. Whilst they acknowledge I canceled service on 19 March, and their account manager did not do their job correctly - they continued to charge my credit card over $70 per month. Each time I called to dispute the charge, they told me the account was NOT deactivated. When I went to cancel, ultimately after what is around an average of 15 minutes hold time with the account manager, my call would be dropped. At the point where I am beyond frustrated, I finally stick it out and manage to have them confirm the account is deactivated but as far as the $400 in charges that were unauthorized, they told me "tough luck". I asked why I should be penalized for their staff error and they simply said the most they would refund is 1 month to cover their mistake. I demanded to be in touch with upper management, they simply put me through to the most obnoxious and facetious "supervisor" who called herself [redacted]. [redacted] REFUSED to give her surname, she REFUSED to give me the contact information nor guide me to anybody higher than herself to address my concerns. She just sneered and said I should have just kept calling each month after they charged my account and that she refused to help further. I had to scour their website just to find any type of email address where I could take this up further. I spoke again on 15 July 2013 at 3:30pm whereby they said they would refund me 2 months out of the 4 but only if they re-activated and de-activated my account. I begged them not to re-activate because I have wasted months already trying to cancel the account and already lost $400. They said they are unable/unwilling to assist.Desired Settlement: Pro-rated refund of all charges from 19 March 2013 through to present. These charges were unauthorized.

Business

Response:

July 19, 2013

Service through Hughes Net (the only available service provider at the time) has been significantly dissatisfying. Customer service is awful. When signing a contract, we chose to pay the additional monthly cost (approximately $12.00/mo) for equipment repairs. When contacting customer service to request equipment repairs the customer service representative stated that they could not provide a cost for the repair because the technician charges when he/she comes out to conduct the repair. When the technician arrived, he stated that he does not handle money, but he would repair it regardless. During conversation with a technician, we asked how much it would cost to disconnect/cancel the contract would be; three weeks later we received an e-mail stating that the contract would be canceled at the end of the pre-paid service. When we contacted the customer service, again, they could not provide any answers, but were going to charge $325.00 to disconnect...and this disconnection was going to happen without our consent. They also stated that we had a $29.00 service fee for the technician service, which was a question that they previously could not provide an answer for. Then they stated that it would be a $25.00 fee to re-instate service that they were going to cancel without authorization. All this, might I add, with a fully paid (to current), never late, automatic withdraw customer. Consumer be ware, the service is sub-par, the customer service is by-far the worst I've ever experienced, their service desk is ignorant to their business, and their (albeit high) charges are inconsistent. We are completely dissatisfied with Hughes Net's service, but at the time it was the only service provider for our area.

Review: The last week in January of this year our internet service went down. Contacted Hughes net Tech Support, after going thru different tests Tech support stated they needed to send out a tech to fix the problem. I was also instructed due to the original warranty I had it wouldn't cover all the costs. I was instructed to take out additional insurance to cover all the costs. This insurance was for same day service, to fix it same day.

The service was never fixed the same day, it took a week to get my internet back up and running. Hughes net tech, [redacted] said he would be back out when the weather warmed up to finish fixing our system.

Still as of this day the repairs still wasn't finished, keep calling Hughes net and keep getting told the same false promises. The service repair will be extradited, your service will be fixed within the next few days.

Very dissatisfied with how this has been handled. I have to pay additional money since January 2014 for services that is never fixed as agreement states. No refunds have ever been given due to when services have been down. Was charged full price.Desired Settlement: I expect refunds on this additional service warranty, since services haven't been fully fulfilled, rendered. Also I expect for Hughes Net to come out and fix the problems I've been complaining about.

Business

Response:

June 6, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: HNS has made contact with the customer 6/5/2014 to confirm their issues and to offer our assistance in getting this resolved. The customer issues are: · Customer needs to have the cable buried from the pole to the building. It was left lying on top of the grass. · Also needs the pole mount fixed. · Is also reporting a mess of old cables were never removed after cable was replaced. · Customer’s final issue is that she loses connection and has to refresh her web page constantly. The connection issue may be due to dish mount being loose. This issue will be revisited upon completion of the pole mount fix. Resolution: HNS will be creating an order for service to have the pole mount fixed, the cable buried, and old cable removed at no charge to the customer. HNS will be providing the customer a complimentary service credit. Sincerely, Sr. Director Customer Service ###-###-#### (Office) ###-###-#### (Cell)

Review: Apparently Hughes Net gives you half the amount (in MB) of internet download during the day (8:00AM-2:00AM) and half during the evening (2:00AM-8:00AM). If you go over the allotted amount the internet slows so that you can no longer use it. This was all explained to me my an evening Tech after having the service for three days. I had used my allotted MB downloads for the entire month.....there for no internet

When we initially called to order the service none of this is explained to you. The sales rep simply explained how much better Hughes Net is compare to other carriers. When I found out the limitation from the evening tech I attempted to cancel the service, at which time the rep attempted to upgrade me....It took me some time to get him to admit that even the most expensive service is limited usage as well. THE REPS ARE VERY DECEPTIVE!

Being a users of the internet that requires unlimited downloads, I would have never gotten this service (activated on March 17 2013, cancelled as April 01 2013). Cancelling is not easy either, is has taken three phone calls, a charge to my card and I am still waiting. Per Hughesnet, they can not cancel the account until the end of the cycle (April 17 2013). So I can't even return the equipment which I have disonnected.Desired Settlement: I simply want people to know how Hughes Net really works...I don't think they are really giving the try facts in sales.

Business

Response:

April 15, 2013

Review: I contacted [redacted] Network for Internet service, but [redacted] said we could only get Hughes Net , which we could get through them. They said it would be $49.95 a month. to install would be $99.00 you buy the router at [redacted]. . We had a 30 day trial period, If I did not like the service I could cancel. On or credit card they were to only charge the one time installation fee of $99.00. after that we would receive a monthly bill. We received a bill April 26th, Saturday for $170.85 ,(They put on my [redacted] card ). I call them to complain and to cancel , they said that it was a lot of taxes brought the bill to $170.85, and that the monthly bill would be 75.00 not 49.95, I told them to just cancel it I could not pay that , I was on a fixed income. They said To Bad, that the trail period was over and I was locked in for 2 years.

When I called [redacted] , after the $170.85, they had already charge another $63.85 on it, for May. I did not receive or sign any contract , I fill like all of this was false advertisement , none of this was told to me until they started charging it to my card. We did not know when the trail period was up until we received a statement from [redacted], and they already up the price on everything. I can not afforded this, and I do not thrust these people , they do not do what they say, I want NOTHING to do with them!Desired Settlement: I will pay $99.00 for installation fee and $49.95 for the first month. Not 170.85 and not 65.85 and I want out of this so called contract , and no more charges on my credit card.

Business

Response:

May 20, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on March 21, 2014. On April 28, 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 $400.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $400.00 to his 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]

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, [redacted]

Review: The provider of my home cable service referred me to hughesnet. I initially contacted them on February 11th 2014 to inquire about their services. The representative was confident that I would have service in my area. I also informed her on what I primarily intended to use the service for; which was online gaming. We decided to try them out, they installed their equipment on February 15th 2014.We were charged $51 on February 16th 2014. Once installed, we noticed that we were unable to use the service for online gaming, and the internet service was sub-par. We contacted hughesnet to discuss the issue, after a few days of having the service; at that time we were informed that they do not support online gaming. This would have been nice to know before purchasing the product. We decided to cancel the service and were informed that the service would officially be cancelled as of March 15th 2014. We mailed the equipment back as requested by hughesnet, with the exception of the huge antenna that was installed on the side of my house. We assumed they would send a technician to uninstall the eyesore of an antenna. Subsequently, we received an unauthorized charge of $210 on May 15th 2014 by hughesnet. After contacting them, they informed us that this was for the transmitter, that is a component of the antenna that is still sitting on the side of my house. We requested to speak with a supervisor, ironically all supervisors were in a meeting at 3:47 PM in the afternoon. After being placed on hold 3 times, we finally got the pleasure of speaking with the call center "manager" [redacted]. He reiterated that once we uninstalled the component off the monstrous antenna on the side of my house, we would be refunded the $210. We requested for them to send a technician to come and uninstall the entire antenna, we were told it would be a $100 charge.. I requested to speak with or have a follow up from the call center director. I was told that said "manager" was unable to provide me with such information. He was only able to advise me to file a complaint through the company website; which has been done.Desired Settlement: I hope you guys are able to pursue my case, and possibly alter the way this fraudulent company operates. Based on principal and the overall customer experience, this a prime example of deceptive and unfair business practices. My immediate desired outcome would be for hughesnet to send someone to uninstall this misrepresented equipment. I would also like a full refund. That is the only acceptable resolution for me.

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 to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns about her account. Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with **. [redacted]. After further review, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. After further review, we have received **. [redacted] radio and issue a refund of $210.60 to the credit card on file. We left **. [redacted] a message informing her of our decision on 06/05/2014. **. [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. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: My husband had signed up for their internet service. We owned the equipment, and were paying for monthly service, which was directly debited to his VISA account. He passed away June 24, 2013; his credit card was cancelled, as I was not on it. I contacted Hughes Net to change to billing me by invoice. After a few months of difficulty getting them to do this, and as I no longer needed the internet service, I CANCELLED the service. At that time, I was paid in full; did not owe anything on the account (and as mentioned, there was no equipment to return, as we had purchased it). In April 2014, I moved to my present address (where I do not have internet service) and put the house up for sale (it has been vacant and for sale ever since).

All of a sudden, in June of this year, I began receiving a monthly statement from Hughes Net, indicating that I owed $81.08. I immediately contacted them (although I had a great deal of difficulty trying to speak to an "actual" person, rather than automated messages). I have tried contacting them by phone, fax, letter; when I have spoken with a "real" person, they have assured me that it is now corrected, and I will receive no more invoices/statements, etc.. Then, the next month, I receive another. This time, I received a letter from a collection agency ([redacted]). I contacted them, and explained the situation, she said she would "note the account". I am at wits end, I have a very good credit rating, and I pay my bills on time, but I will not pay a bill I do not owe, just because some company refuses to correct their accounting records.Desired Settlement: Nothing owed; Close out account, once and for all

Then, NEVER contact me again, via Hughes Net or your collection agency.

Business

Response:

August 29, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware 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 the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes has issue a credit to the account of $81.80, bringing the amount due to $0.00. While [redacted] account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Sr. Executive Customer Service ###-###-#### [email protected]

Review: The system continually goes down and everytime we call we are told that the system shows that it is working properly. Anotherwords, we lose the signal all the time.Desired Settlement: I want the system to work properly all the time.

Business

Response:

February 26, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

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

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, Hughes has applied a one-month service credit to his account in the amount of $73.40. 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. **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating.

**. [redacted] may contact me at the number below with any additional questions.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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: 1) My husband and I acquired Hughesnet Internet service per recommendation of [redacted]. While we were on the phone with [redacted] to order tv service, we asked the customer service rep if they offered any type of Internet service. She told us that they offer Internet service through Hughesnet at $39.99 per month plus a $10 rental fee for the modem, billed separately. Service through Hughesnet began on February 28th.

2) When we received the first bill in March 2014, we were billed $59.00 for the service and $10 for the rental fee.

3) My husband called Hughesnet on March 28, 2014. This call was to complain about the unexpected fee for service. He told the Hughesnet customer service rep that the [redacted] rep had told us it would be $39.99 a month, plus the $10 rental fee. The Hughesnet rep then apologized for the misinformation but stated they only have a business relationship with [redacted] and cannot honor that rate. My husband then proceeded to complain about the service itself. The fact that is it slow and unreliable. But mostly he complained about the cost since that is not what we were originally planning on paying for it. The customer service rep went back and forth with my husband about ways to "make us happy" and finally said they could waive the modem rental fee and the $5 charge for not using automatic deduction. My husband said that would be fine for now and then asked, explicitly, as I was sitting right next to him, "is there a fee if we decide to cancel our service?" And the Hughesnet representative said "No."

4) The service got better for a few days. It was faster and we could actually stream video for the first time. But after a few days that stopped. I began to search for other Internet service providers due to the fact that the Hughesnet service was slow, unreliable and extremely expensive considering the latter.

5) On April 15, 2014 we obtained a different Internet service provider. The service is much cheaper, faster and reliable.

6) My husband and I called Hughesnet on April 15, 2014 to cancel service and we were told there would be a $400 termination fee! I explained the entire situation (as written above) to the rep and he could not help me so I asked for a supervisor and then got disconnected. I called back and got another rep who then connected me to a supervisor. The supervisor told us that we had a trial for 30 days and that after the 30 days we were automatically locked into a 2 year agreement. It didn't matter that their own representative DID NOT tell my husband that there would be a $400 termination fee if we canceled, when he SPECIFICALLY asked that question. And keep in mind that this question was asked during the phone call on March 28, 2014 - the last day of the 30 day trial. The Hughesnet representative never mentioned this even though we were obviously questioning staying with them.

(And please understand this whole experience talking to these reps was extremely stressful. Trying to understand what they were saying was not easy, not to mention getting disconnected. The whole process took 45 mins).

Hughesnet should be ashamed of such dishonest business practices. Customer service is supposed to help the customer, not intentionally deceive them. I will never do business with Hughesnet again nor will I ever recommend them to anyone.Desired Settlement: I want to pay for the service that I used and nothing more. I do not want to pay any part of the termination fee.

Business

Response:

May 12, 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. Please be advised that 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 the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, we have issued the remaining credit of $174.96 to the account, bringing the amount due to $0.00. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: To whom it may concern:

I am writing to complain about Hugesnet’s unethical business practices. When my service began with Hughesnet January 22, 2013, the company automatically enrolled me on their auto-bill payment program. I contacted the company numerous times to cancel the direct pay service, and do express my dissatisfaction with the service they provide as a whole. however; the Company did not complete my request. On April 24th, 2013 I contacted Hugesnet to again request invoice billing, this time I was assured I was switched to invoice billing at an additional $6.00 a month, and I was told I did not need to pay anything at the time, but I would receive a bill in the mail.

On Sunday May 19, 2013 I received a pop-up message on my computer screen asking me to contact Customer Service immediately. I called the number provided and spoke with a Customer Service Representative, who informed me that no payment was due because I was an invoice customer and I would be receiving a bill soon, and to disregard the message that was meant only for direct pay customers.

On May 23, 2013 without any notice my service was interrupted for one month non-payment. I spoke with numerous representatives and a supervisor who informed me that since I needed to pay the shut off amount of $71.37. I explained the misinformation I was given by Customer Service, and that I did not receive a shut off notice. The supervisor told me that because I enrolled on invoice billing on April 24th 2013, after my account had been billed in their system, they were not required to provide me with a bill or a shut off notice or contact me in writing for any reason because their system could not recognize the change. I have NEVER had any service interrupted for any reason in my life. I requested to cancel service because do not agree with the Company’s unethical practices. The supervisor did not have any empathy, only repeated the Company’s hard line and informed me, that I would be responsible to pay $350.00 non-negotiable early cancelation fee.

On May 24, 2013 I received a shut off notice allowing 5 days to contact the company.

It is unethical this company is allowed to disconnect service without any notification.Desired Settlement: I want to know who reglates this company and I want action taken to stop this company from taking advantage of their cusotmers. Satelite internet customers already have to pay double for the service tso why should we be bullied and forced to pay with out any notification.

Business

Response:

June 20, 2013