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Reviews Hughes Network Systems

Hughes Network Systems Reviews (2417)

Review: Internet works intermittently... HughesNet told me it was my computer and [redacted] said it is not my computer.Desired Settlement: Terminate my service without charging me penalty.

Business

Response:

December

3, 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 18, 2013 to the Executive Customer Care division

of Hughes, we have contacted **. [redacted] again with our sincere interest in

resolving the outstanding matter.

Our

Executive Customer Care representative reviewed all pertinent database records

prior to establishing contact with **. [redacted].

Our records indicate that **. [redacted]’s account was activated on May 4,

2012.

**. [redacted]

contacted our technical support team to report technical issues. After evaluation, it was determined that **. [redacted]’s

service was not performing within acceptable parameters.

Hughes

values **. [redacted] as a customer. On July 10, 2013 Hughes completed a field

service dispatch, to thoroughly evaluate the operational capacity and replace

or repair system components of **. [redacted]’s equipment. As an executive courtesy, Hughes issued a

service credits to **. [redacted]’s account in the amount of $257.60.

**. [redacted] has

contacted Hughes again, in December and again reports periods of no service.

Hughes agrees to reevaluate her service, issue more credits in the amount of

$160.75 on December 3, 2013, and to send another field service dispatch, at no

cost to her to repair her service. Hughes will continue to monitor the

performance of **. [redacted]’s service, and we are committed to working with **. [redacted]

to ensure she is satisfied with her repair. Should **. [redacted] become dissatisfied

with the performance of her service Hughes will allow **. [redacted] to cancel the

account without an early termination fee.

We sincerely

regret any inconvenience **. [redacted] may have experienced and are hopeful our

actions will serve as a demonstration of our good faith. At this point, we would respectfully request

our response to this complaint be accepted as closure to the case. In the event you have any additional

questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Sincerely,

Office of

Executive Support

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

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. The only thing I would add it to educate their support phone operators. Not only do they speak poor english, they give you wrong information.

Review: Our Internet is very slow all of the time when they sold it to us they said it had very fast speed sometimes it takes three to five minutes to load one page sometimes it doesn't work at all .we have called numerous times to get this fixed but you talk to people outside the united states and they are of no help .Desired Settlement: We just want what we paid for fast Internet or at least decent service til we find a better provider.

Business

Response:

August 1, 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 service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. Hughes has created a complimentary dispatch for a technician to arrive on site to uncover any underlying issues with her service. A technician will contact [redacted] for a convenient time to come to her site and repair her service. If [redacted] is still experiencing issues with her service she will need to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating. We left a message informing [redacted] of our decision on 08/01/2014 and we are awaiting a return call. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: We are in a dispute with HughesNet regarding their early cancellation fees and the fact that their service is unsatisfactory. we need to be let out of contract so can get internet service that suits the 21st century. HughesNet did not fully disclose their usage policies and we feel they took advantage of our stressful time of moving to a new area where we were not fully aware of our options to hustle us into a very expensive, limited and terrible service. When I signed up for service, the woman spoke very quickly and pushed through our conversation too fast, she did not ask what my needs might be to see if this service would even work for us. It is capped at a certain very small level and then throttled for the rest of your billing cycle. I had to give them my credit card and am forced to let them charge me whatever they want whenever they want. I do not do auto draft with ANY of my other bills and have NEVER been forced to do so. It makes me very uncomfortable. There is a time frame (2am to 7am) which I thought I had read on their difficult website was a downloading period and we could use that time so we did not use too many MBs. My son set his alarm, downloaded a game on our [redacted] during this period. When we got up, all the allotted amount had been used up. Why does this even exist if it does nothing and who is their right mind would require their customers to do such crazy things to play by their ridiculous rules!?

My husband spent two hours on the phone on 4/11 trying to explain why this doesn't work for us. The lower level customer service reps have always been very nice, but their hands are tied when it comes to being able to resolve this issue. When he was able to get some kind of manager on the phone and she wouldn't help and was very hard to understand because of language issues, he asked for her manager and she refused. [redacted] something was her name.Desired Settlement: We need the early cancellation fee waived and a refund for the previous month and any other months they draft out before this issue gets resolved

Business

Response:

April 29, 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 September 28, 2013. On April 27, 2014, **. [redacted]’s sent an email requesting to cancel service. Please be advised that in order to process a cancellation, **. [redacted] will need to call customer support at ###-###-#### to be transferred to the account management team. Unfortunately, cancellations can’t be processed by written or emailed request to protect the account holder’s integrity. If **. [redacted] does cancel her service there will be an early termination fee assessed of at least $310.00. That amount is decreased by $15.00 each month into the 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. In light of the difficulties **. [redacted] experienced with our service, we can issue a partial credit that can be applied toward 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 was dissatisfied with the service of this company and in the contract was given 30 days to cancel. I canceled on the 14th day of service then had to call once a week for 7 weeks before the company sent out a box to return the equiptment. I sent all of the equitpment back and when they received it they said the radio box was not there so they removed $225.50 from my bank account. When I phoned them asking why they said the radio box was there and I would be getting a refund of $200 I asked why only $200 they said my state, district and region tax was the $25.50. If I wanted that money back I would have to ask my state for it to be returned.

I feel this is very wrong as I had done everything I was needing to do and this company is running some kind of scam. They took money they were not entitled too and now they are not willing to give it all back.Desired Settlement: I would like the Revdex.com to be aware of this company's business practice and have Hughes net return all the money they removed from my account.

Consumer

Response:

From: [redacted]

Date: Tue, Nov 5, 2013 at 12:24 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

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

To Whom it may concern,This company ( Hughes net) has reimbursed my bank account at this time and resolved the issue.They were very quick about it once I told the supervisor of the billing dept. that I filled a complaint with Revdex.com.He stated that it may take up to 10 to 14 business days and it only took 2 days.I am sure this is happening to other people as I can not be the only one.Thank you for your quick response.Tracie [redacted] CompanyEmail: [redacted]Office: ###-###-####Fax: ###-###-####

Review: This company is the absolute worst company in existence. They price gouge you for internet that is 1/3 (or less) the speed of what you are paying for. they lie to your face repeatedly, saying that you can play online video games, which is very far from the truth. You cannot do anything with Hughesnet internet except possibly wipe your [redacted] with the bill.When a customer does not like HughesNet, they have a limited amount of time to state their proble**, and are always asked to pay more money to have the service removed... There is nowhere in any signature pages that state any additional removal fees, yet HughesNet will automatically draft any amount they wish from a customer's credit card with no warning. When a customer calls HughesNet about false charges on their credit card, HughesNet will tell the customer they are wrong, and HughesNet can basically do whatever they want. They refuse repeatedly to put a manager on the phone, and are by far the rudest customer service team I have ever encountered. All in all, HughesNet lies, cheats, and steals from people on a regular basis and sees absolutely no problem with it.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Anyone thinking of using services from HughesNet would be advised to run far, far away.

Business

Response:

April 23, 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 Support ###-###-#### [email protected]

Review: well let me start of by saying this company has been nothing but trouble. Im a retired veteran so the majority of my retirement pay falls on the end of the month. I tried to get hughes net to change my billing date to the end of the month. They said pay on the day you want your billing cycle to start and they will fill a change of billing form out. So I called to pay on the 26 of the month. I was told that the change would go into effect the 29th of the month so I may recieve a small bill fo the prorated amount of three days. I said ok and they asked me if I wanted to update my account info since I had gotten a new card. I said yes. What they failed to explain was that by doing so that allowed them to auto draw from my account. Now the 1st of july has come and they charged me for a full months bill. When I called they said that the office that handles refunds is closed can you call back in the morning I said no. I want to speak with a manager/superviso. They said ill get one came back 5 min later and said none were availible I have to call back in the morning. So I called back and was told that since I said that I wanted to update my info that they can auto withdraw and that the billing change would not take affect until next month and there is no possible way to refund my money and there are no supervisors availible. I have had it with this company and unfortunately I cannot cancell or they will charge me 200$ for early cancellation. I told them to take my card off the account. But I dont know if they will do that.Desired Settlement: I want my money back they took and I want to cancel their service without being charged

Business

Response:

July 18, 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 her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the account is registered to [redacted] was activated on April 1, 2013. Regarding **. [redacted]’ concerns with the her card being charged after she requested to change her bill due date, there may have been a misunderstanding as to what billing method **. [redacted] was to be on because she agreed to update the account with the new card. At this point the account is set up on invoice and as a courtesy we have credited the account in the amount of $77.69. We informed **. [redacted] of our decision on July 18, 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, [redacted]Executive Customer Support###-###-####[email protected]

Review: I am writing to make a complaint against the business practices used by the company Hughes Network. First, during the installation process, the sales representative told my elderly mother the wrong monthly price. It was stated the the monthly price would be $39.99 per month. When she recieved her first bill it was for $89.99. She then called multple times to try to get the correct price. It was lowered. But never to the price that was quoted. Also during the installation the sales representatives asked me informal questions having to do with me being in a relationship at the time and if I "go out" at night. I thought this to be very unprofessional.I then suspended the contract and continued to pay the monthly fee. When I no longer wanted the service I paid the early temination fee and ended the contract. When I asked if I needed to return the equipment I was told that I could cut down the dish and that I could despose of it. I recieved a final bill for the equipment that included the radio transmitter and the modem. I do not have the radio transmitter and was never told that I would have to return it. As for the modem I am willing to pay for it as I took it to an electronic waste facility. But I was never told about the radio thing. I also have seen on television that there was a class action suit against the company. So I believe that there have been other complaints against the company.

Product_Or_Service: Inter-net service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the company to go back through the recorded calls for the account and listen to the first call from my mother, and admit that there was a very large price descrepancy. And maybe compensate her or the account. Then I would like to have the radio transmitter taken off the final bill. I have never made a complaint against any company, so I am not too sure what can be done. I would appreciate any help with the matter. Thank you,[redacted]

Business

Response:

February 4, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to Sharon [redacted] and was activated on April 19, 2011. On October 16, 2012, **. [redacted]’s account was suspended for six months which puts the 24 month commitment period on hold. The account was canceled on June 6, 2013. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $115.00 which was paid by credit card.

Regarding [redacted]’s concern that when she called to cancel service on her mother’s behalf of not being told that the radio needed to be returned, it is noted that the agent read the required disclosure which indicates the modem, power supply, and radio needed to be returned once the return kit provided by Hughes has been received within 45 days to prevent being charged $300.00 for unreturned equipment.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $115.00 to her account representing the amount she paid for the early termination fee. The $115.00 can be used to apply to the closing balance of $292.50.

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: The Hughes Net Internet Service was DOWN more than it was UP during the course of 6 months! Firstly, I took an entire day off waiting for the install, with the installer to show up the next day, needing me to take another whole day off to be available for the technician. After, it was finally up, it would go down periodically, which I had to call for another service call, which again, took off another entire day to be available between daytime hours (since, I live in RURAL MAINE, 12 miles in the woods on a dirt road, it's pretty difficult to be available randomly!) Throughout the winter of 2013/2014, the service was in and out constantly! I ended up getting [redacted], which hasn't gone down once all winter! THEY advertise for rural areas, however, the technician even stated that we could have ongoing problems, which indicated that this was not going to be a consistant service that Hughes Net could provide! However, when I finally decided to cancel, they charged $355.00 for cancelling! If they can't provide service, I should not be penalized!Desired Settlement: Admission that they could not provide consistant service to my remote location! Talk to their techs!

Refund of the $355.00! Come get their equipment or send a box to pickup, as requested!

Business

Response:

April 21, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking de-installation of his equipment and a refund for the early termination fee. Our Executive Customer Care representative reviewed all pertinent database records. Please be advised that our subscriber agreement contains specific language advising our customers “Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.” After further review, we have created a dispatch for a tech to arrive on site to successfully de-install. **. [redacted]’s equipment. There is a pending unreturned equipment fee on the account in the amount of $316.50. **. [redacted] needs to return the equipment in the box provided to him once the technician leaves his site to bring the amount due to $0.00. “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.” If **. [redacted] cancelled within his contractual agreement he would be charged an early termination fee. In light of is issues; Hughes will issue a refund of half the amount paid of $177.50 to the credit card on file. We would need **. [redacted] to contact me at the number; once he has mailed back the equipment. Hughes will then issue a refund for half the early termination fee after receipt of his equipment. 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 Care [redacted] [email protected]

Review: I had a month to cancel service if not happy and when I tried to cancel they will not answer phone or if they do they hang up on me.

I called to get services and was told I had one month to see if it worked and if I wanted to keep it. Within a week I saw it wasn't working and called to cancel but they just put me on hold or would hang up on me every time I called.Desired Settlement: I never signed a contract and I do not want this going toward my credit as bad because I'm not paying for this service because it doesn't work and I have tried to call and cancel numerous times.

Business

Response:

March 12, 2013

Review: We feel Hughesnet is not delivering the service we are paying for. When we bring this issue to their attention they simply tell us we need to pay more money and the service will improve. Over the last three months we have increased our payment substantially but the service has not improved.

Product_Or_Service: Wireless Internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We would like our service to operate properly and we would like a complete log of where our services are being distributed.

Business

Response:

April 21, 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 dated February 27 2009, to the executive customer care division of Hughes, we attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with **. [redacted]. The Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. We are unable to send a log to **. [redacted] regarding our service; however she may view her usage amount at http://customercare.myhughesnet.com/. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’ frustration and concern. In light of the difficulties **. [redacted] has experienced with our service, we have issued a credit to her account in the amount of $71.16. We left **. [redacted] a message advising her of our decision on 4/21/2014. 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. 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 signed up a contract with [redacted] this year within 4 months and they forced me to sign a subcontract with Hughes Net as an internet provider.

[redacted] never told me beforehand that a third party will be involved.

We had all kind of problems with this internet provider since the first minute.

When the technician arrive to my house to do the installation, they didn't have the right parts and tools. This was on a saturday morning.

Technician said that he'll call us before to come back and he showed up at 7.30 A.M. on Sunday without previous notice/call.

They install the antenna and run the wires leaving a mess behind.

We try the service right in front of the technician and I told them that the service wasn't good at all. As an answer he said that the service will get better within days of use. I knew for a fact that was a lie and I had to ask him to leave the house right away.

I start cleaning up the mess and discovered that the plug in the back of the modem was broken making it going off and on permanently.

I called to Hughes Net ipso fact and they said we have to wait for them to ship us a wire first and then if the wire is not the problem, we have to wait for a new modem. Ridiculous right?

Finally then sent us a new modem and we sent them the bad one back.

Now we discover that the service is not working as supposed to be. Not able submit my job reports on time, not able to watch a video on You Tube, not able to keep in touch with my family via Skype, not able to even listening music online, not able to update system files .

All this things can be performed even with the very very old system Dial Up. Nowadays is a simple task that doesn't require the best internet connection.

I've been talking over the phone with the technical support from Hughes Net and for all answer they said that the problem is the amount of data I am using and I need to make an upgrade. An upgrade on my bill.

I had to hear the most ridiculous things from the tech support and I tried to explain them that is not the problem. I am not a rookie on computers and internet systems.

After about 10 times making claims to Hughes Net, I called back on Saturday 30th, 2013 , I explained everything again to another operator and this time the operator said " I'll give you more speed and more data capability for free if you don't leave us now. If after you guys try this still doesn"t work properly, then you can cancel the contract without paying any early termination fees"

SAid that, we've been giving it a try again but sadly is still the same. So I decide to take the other part of the offer but this time Hughes Net said that is not possible and they want us to pay over $582 for early termination fees. Of course I am not in condittions to afford that money and I don't think is right.

I kept paying 0ver$60 for something that is not working properly, more than that, sometimes is not working at all.

I hope you guys can fix this issue and avoid people like this taking advantage of consumers.

Thank you so much in advanceDesired Settlement: cancel the contract without paying early termination fees

Business

Response:

January 15, 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 are unfortunately unable to locate **. [redacted] account in relation to his complaint.

It is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking to cancel without penalty.

In order to bring resolution to **. [redacted] complaint, Hughes would need the account number or phone number associated with the account. **. [redacted] may contact me at the number below with additional information pertaining to his complaint.

We attempted to notify **. [redacted] of our decision on 1/15/2014.

Hughes is wholly committed to clarifying the nature of **. [redacted] concerns and expectations relative to his account. We look forward to addressing these concerns as soon as possible.

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

Thank you so much guys for interacting and helping me. The reason I reject their response is because nobody tried to contact us. They have all my 3 phone numbers

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

Review: internet is slow, I am constantly calling them to fix it. I called the day after the 30 day trial to get out of the contract and they refused cancel.

In April of 2013 I moved to the [redacted], La area. I purchased Hughes Net and never liked it from day one. Thirty-One Days after I purchased the service I was told it could not be canceled unless I payed $400. They upgraded my service and the service is still terrible. As of today I am sick and tired of calling to have them tell me its working fine on their end when it's not working fine on my end. The internet is slow and sometimes it is down for no reason. Google search is fine but any other off the wall website it takes forever to upload. I want out of this service and do not think I should have to pay $400 for a terrible connection when I have already invested enough money into this company. Not to mention they are $80 more a month than [redacted]. who I had in the past and has an extremely better service.Desired Settlement: I am asking for a cancelation without the $400 fine.

Business

Response:

November 12, 2013

Review: The installer was not driving any company vehicle or wearing a uniform, had trouble following basic directions to the property, and acted inappropriately during the installation. He asked a multitude of extremely personal questions during the installation, including whether I (a young, single woman) was living alone, whether there was security, etc. Despite making it clear that this made me uncomfortable, he proceeded to give me his personal number and ask me on a date.

After the installation, the service did not work appropriately. I paid a hefty $168 installation fee plus a large monthly fee for 10 Mbps, but several speed tests at various times over the course of several days showed that the internet consistently performed at 0.16 Mbps, too slow to use social media, [redacted], [redacted] or even email. I ran tests on the modem and wireless router to confirm that none of the equipment was defective. When I called customer service, they refused to send a service professional to look at the problem until I had run another series of tests and tried various things with the modem. While I can understand a little of this, the extent to which they took it was ridiculous and I was being asked to do things that were clearly the role of an experienced professional. The technical help person refused to connect me to a manager or someone who could resolve my issue, and also refused to schedule a service pro to look at it before putting me through untold number of tests.

Overall, the installer and the technical help operator together, both were extremely unprofessional and inappropriate in their language and tone. The service is not what was contracted or paid for (getting 0.16 on a regular basis, occasionally getting 1.2 when they are contracted for 10).Desired Settlement: I want my installation fee refunded due to the extremely unprofessional, inappropriate and worrying way that the installer acted. I want my internet to work at the 10 Mbps that is being paid for, or, if it works well at a lesser rate (say 5 Mbps), then it needs to achieve this rate, and I need to pay for a lower rate, which is what I'm getting anyway. If these things can't be done, I will definitely cancel my service and dispute the installation charge.

Business

Response:

September 5, 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 her service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on August 15, 2014. At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical support. If her speeds are below average speeds we would be happy to offer advanced tech support to [redacted] to insure that her service is operating as it should. Regarding [redacted]’s concern of having an uncomfortable encounter with the installer, we have advised her that we will escalate the issue to the distributor to investigate. It is very important for installers and all agents of Hughes to remain professional and Hughes expects that level of professionalism at all times. [redacted] has been advised that we will follow up once she has conducted the speed tests to see if further troubleshooting will be necessary. 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:

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,

Hello,
We are small boutique construction company in Miami. We choose Hughes Net as our internet provider for one of our construction trailers. We have experienced nothing but problems with this company. It all started with the internet being extremely slow, I called for service to which their response was to replace the modem. Once the modem was replaced, we still experienced slow internet speed. When I called back I was redirected multiple times until someone gave me no other option then paying for a technician to inspect our site. Furthermore, I requested to cancel our service agreement. I was transferred over to the cancellation department, on hold for over an hour until someone answered my call and hung up. Frustrated, I decided to try again the following day. I was on the phone with them from 11am to 6pm just trying to cancel my service. They transferred me over 20 times and I was told conflicting information as to successfully completing my cancelation. First, I had to fax in a cancelation request. Next, I was told I didn't need to fax anything. Lastly, a manager said a written request was needed and it would take up to 72 hours to process. At this point (after loosing an entire day) I was furious, to add fumes to the fire I was being charged a $1300 cancelation fee?!
This company's customer service department is the most unhelpful, dishonest, non-careing "customer service" department I have EVER dealt with.
Do yourself a favor a NEVER hire this company as it is a complete nightmare to do business with them.

Review: Termination length and costs

I started service with HughesNet in March of 2012. I asked on Feb.16, 2014 how much time I had left with my commitment with the service provider. They informed me it was May 2014. I looked up my account to double check the date of starting my service. The service was slower than advertised and I spent Feb. 1- Feb. 15 2014 with no service at all. I am trying to be patient but I do have a limit.Desired Settlement: I would like to leave this lousy internet company in March 2014

Business

Response:

**. [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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his service.

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 $92.38.

We are currently looking into **. [redacted]’s account for any underlying issues.

**. [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,

Executive Customer Support

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

[email protected]

Review: I told the company to remove the credit card and I told them the bank account had been closed. They refuse to remove it requesting another card. I explained to them I pay through my new bank and they do not need my new account number or a card number. They state the only way they can do this is to send me a paper invoice, that will cost me an extra $5.00 a month. I refuse to agree to the outrageous pricing for a paper invoice. They do not offer E-Billing even though I get an email stating my bill has been generated, and yet they still refuse to remove the card. Secondly, they tell me my due date is the 18th of each month, but they do not send the email stating my bill is generated until the 18th.Desired Settlement: Allow for E-billing at no charge, or paper billing at no charge.

Business

Response:

August 21, 2013

A quick warning to people who are considering Hughes Network Systems for internet services...
My Mother passed away in June. I called Hughes Network to cancel her internet. Sent a death certificate as they requested. Made a follow-up call to make sure they received the certificate. It is now the end of August and the company is still sending collection notices. Beware

Review: After determining that the service was nothing that was advertised (the speed was extremely slow and that was when it actually connected to the internet) we cancelled our service. We returned the equipment that was purchased up front and requested a refund (for the equipment). We were provided that refund and 2 days later our checking account was charged $200+ for "installation." Keep in mind this was over a month after the installation occurred (which was supposed to be free) and 2 days after we received the refund for cancelling our account and returning equipment. When we called to dispute the charge (and even spoke with a supervisor) they refused to reverse the charge and said it was valid. We then disputed the charge with our bank.Desired Settlement: To make sure that we are not sent to collections for a bogus charge that was created by Hughes Net AFTER we cancelled service with them.

Business

Response:

January 13, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted]. Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to her account. If **. [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint.

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 chose to purchase my HughesNet modem and dish based on the promise that at the end of the contract or if I chose to upgrade, HughesNet would buy back the equipment for $200.00. This alone gave me reason to purchase my equipment versus leasing the equipment. Seventeen months later, when I wanted and needed to upgrade to HughesNet Gen4 for faster speed required for me to work from home, I contacted HughesNet. I was informed first that HughesNet "never" did equipment buy-backs. Later I was told that they only did buy-backs during a contract... which I was willing to initiate a new contract. When I stated I was within the 24 month contract, then I was informed that HughesNet had changed their policy and no longer did buy-backs of equipment. Later, I was told that HughesNet only bought back equipment during the first 30 days of the contract. I talked to multiple people regarding this problem with no resolution. They wanted me to upgrade to Gen4 and pay $199.00 installation (to be reduced by a $50.00 credit) and lease the new equipment. Their final offer was to offer their installation for $149.00 with the credit of $50.00 for a total of $99.00 installation. I feel that the company lied to me upon my initial agreement to purchase the equipment and join the HughesNet "family". I spent hours on the phone with various people who only wanted to argue including Customer Care Supervisor "[redacted]" who would not escalate the problem to another level. The only choice I was given was to cancel my contract and eat the cost of my equipment. So, now I'm out $200.00 for the equipment and $175.00 for early cancellation of the contract. I do not feel that I could have continued doing business with this company based on their lies and their form of customer service. Customer Service was rude and argumentative. Even when I called back to cancel the contract, the lady kept me on the phone for 1/2 hour... before I was given a case number and able to hang up on her. She kept arguing about me cancelling. After that call, I received 3 emails and another phone call from them wanting to ask questions to use for training their representatives. By then, I had switched providers and did not have any more time to waste talking to or arguing with HughesNet.Desired Settlement: I believe they should at a minimum, drop the contract cancellation fee. I called them with good intentions... to upgrade to Gen4. I actually believe they should have to buy-back the equipment for $200.00 and drop the $175.00 contract cancellation fee. I feel by refusing to buy-back the equipment for $200.00 as promised, HughesNet broke the contract... not me. I could not continue to do business with them when the current package I had was so slow that I could not do my work from home. So, I did not have the choice of continuing the current contract instead of upgrading. I did not want to loose my employment over their slow system. I felt they were not treating me fairly, honestly or with respect especially after I talked to [redacted] who agreed that I was a good long time customer with a good payment record. [redacted] bent over backwards to accommodate my needs.

I do not want HughesNet to contact me by phone or by letter. Most phone calls started with an apology and went into a script. Variance from the script included arguing and telling me that I was wrong. They do record their phone calls and should be able to provide recordings of calls related to the account. I had even asked them to pull the original phone recordings where I was told they would buy-back the equipment. I was told that they would only pull the recordings for quality matters. I don't understand this since their quality of customer service was lacking and quite a disappointment.

Business

Response:

April 26, 2013

Review: Sir, We have had Hughes Internet Sat. Service for over three years have had nothing but slow service or no service I [redacted] (husband) spent 680 Min's on my phone last month trying to get a better service from Hughes but with no success, so we got a new provider and got great speeds and a good consistent connection so we canceled our service through Hughes I was told at the time we renewed our 2 year contract if I did not like our service we could cancel it that why we canceled it then a costumer service told me they will bill us $400.00 dollars for breaking the contract I have contacted my credit card company and they put a stop on them they are trying to get my money back I talked to someone else there they put me on hold for over 20 min's so I hung up. I would like them to give me all my money back $200.00 dollars and drop the $400.00 dollars and close our contract for ever I tried for over three weeks time to get a good fast service they said and promised us we would get and never did we never want to see or here from them.Desired Settlement: As I explained in the box above. Thank You for your time in this matter.[redacted] & [redacted]

Business

Response:

June 20, 2013

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Description: Television - Cable, CATV & Satellite, Internet Marketing Services, Internet Services

Address: 11717 Exploration Ln, Germantown, Maryland, United States, 20876-2700

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