Hughes Network Systems

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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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]

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

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: 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

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

Review: I signed up for 15 months with a 30 day trial period where speeds were slow but manageable.

After 30 days the speeds went down below the national average for dial up.

I inquired and was told that it was a problem with my computer, I had it checked and that was not the case.

I inquired again and was told to read the terms and conditions where I found that they offer speeds "up to what I signed up for". I then did research about the company and found nothing but complaints in blogs and review threads on Hughesnet. I struggled through the next 14 months and called to cancel my service at the end of 15 months. I was then told I was in a 24 month contract, I was surprised. They informed me that I could look at the contract at www.legal.hughesnet.com. I requested documentation of my contract and was told they only provide the contract online at said address.

I was told by tech support my account was canceled and they would send me a box to send back the Equiptment, I have received nothing.

I inquired again today and they said my contract was cancelled on the 16th of Sept and I would be required to pay for the month. I cancelled on the 30th of August when they said they would send the prepaid box for returning Equiptment.

The company has an A+ rating with the Revdex.com but I don't understand how with so many complaints filed against them.

Any help in this matter will be greatly appreciated.Desired Settlement: I don't want to be charged for Equiptment that I have taken the [redacted]e to collect from my old residence as well as be done dealing with this company. They clearly have a bait and switch operation going on as proven by all the negative reviews.

Business

Response:

October 23, 2013 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington, DC 20005-3404 Re: [redacted] Case # [redacted] Dear **. [redacted]: In response to your letter dated September 27, 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 his 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 $250.03 for Early Termination Fee. **. [redacted]’s account now sits at a ZERO balance. 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, [redacted]Office of Executive Support[redacted]

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 sad to know that my complaint won't be the last one passing over your desks.

Regards,

Review: In the spring of 2013, our household attempted to get HughesNet service. We cancelled after installation was delayed over a month and the installer was a no show repeatedly. We opted instead to bundle our phone and satellite internet service with Frontier.

Since March 2013, when we began our [redacted] contract, I have had a $42.39 monthly charge from HughesNet. This is a separate charge than my [redacted] service. I have contacted [redacted] twice to discuss and they have confirmed that this is not a charge coming from them. The vendor name on my bank statements reads as: HughesNet [redacted].

After contacting HughesNet 4 times, I received a fax number to send bank statements as proof of charges. After sending, I contacted the company again, and they told me that they had first escalated my case and then closed it. At this time, I have contacted the company 6 times and they have escalated the case to corporate 3 times with a guarantee of contact. I have never been contacted. I have also reached out on their online community forum. This company is charging for services that I don't receive and has made no attempt to resolve. Multiple representatives have confirmed the outline of the case and bank statements were received and the case closed with no comment or resolution.

If any case number reference is needed, I will gladly provide. I also have a link to our online conversation and a copy of my fax sent with bank statements on October 9th.

I have been charged $381.51 to date.Desired Settlement: I would like the charges of $381.51 to be credited back to my account with an explanation of the charges and a guarantee that the charges will stop in the future.

Business

Response:

November 19, 2013

Review: I contacted Hughes Net Gen4 because of the mailings I have had at my home on several occasions. I spoke to [redacted] on 3-1-14. [redacted] proceeded to tell me of the special of $39.99 per month for the next 3 months and afterwards the fee is $49.99 per month from there on. I advised [redacted] that I could commit for the service on 3-12-2014. [redacted] called me on 3-12-2014, a date was set for free installation and all that I would be charged is $39.99 and tax. I agreeded with this amount and made a schedule for Friday, 3-14-2014 to have the service installed. I have signed no contract, nor was a contract was presented to me at any time. The Installers came on Friday, set up the service and left.

I looked at my bank account on Monday evening and saw that they have charged my account with an amout of $355.97. All of this is done without my authority and totally unknown to me.Desired Settlement: I would like to see a credit to my Debit card of $305.99. I am sending you this complaint after a wait of 5 days.

Business

Response:

April 21, 2014 Mr. David DennisTrade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington 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 the price quoted for her service and is seeking a refund. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact. After further review, **. [redacted] account was issued a credit for $309.49 on 03/16/2014 to the credit card on file. **. [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]

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 wish ti thank you and the staff at Hughes Net for the return of my funds. I would also like to add that I should not have had to wait two week for the return of my funds. They did not act fast enough on this problem. In this day and age a problem such as this should have been cleared in a minimum of seven days. Thank you all for your assistance.

Review: Hello. My name is [redacted]. My son [redacted] ordered residential internet services from Hughesnet,approximately on the 28th of March, 2014 when he ordered the service. At this time they told him, they needed $40.00 on a three day hold to make sure there was money in his account. Since he did not have any money in his account at the time he had not recieved his disability money. He asks me if I can let him use my account in the mean time he gets his money. Because he gets it until the the 1st day of each month.So by the 2nd of april I am checking my account status, and I am missing $273.72 cents,after the customer Service representative had told my son that the installation was FREE.and the representative told him it was better to buy the equiptment, and the it would be taken in three monthly installments. which did not happen that way. when I called on the 2nd of April 2014. the Supervisor I spoke with told me that they wiould give a refund of $273.00 if I returned the equiptment back. after 6 days of service, I send the equipment back on the 4th of April 2014 to them thru UPS like the had requested. Now I have NOT recieved a penny.I called back a week later I tracked the packaged it shows they had recieved it. Now they refuse to give me a refund, and they have the equipment. I requesting your help to solve this issue please. I am asking forthe full refund like they agreed to on the 2nd of April 2014 please.. Thank you very much.Desired Settlement: full refund of $273.72 I had the service for 6 days, and returned all of their equipment to them, like we had agreed on April 2nd, 2014. Thank you!

Business

Response:

May 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] and [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 representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on March 28, 2014 and requested to cancel his service on April 2, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $274.77 and that amount has been refunded to the card on file. A message was left with our decision on May 15, 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]

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. However I have reviewed my account as of May 15, of 2014. And there is no records of such amount. Dear Better Business Bereau.. I would really appreciate if you can please help in recovering the. $274.77 until then we can close this complaint. Thank you.

Regards,

[redacted], And [redacted]

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,