Hughes Network Systems

Review: Service purchased for Internet access being depleted every hour on the hour. Data packs being used up with no devices connected.

I started with HughesNet Satellite Internet service on February 21, 2014. Since then, each month the data I pay for is depleted when there is no one using the Internet. They have replaced the HughesNet modem (HT1100 model) once and replaced the receiver/transmitter on the satellite dish once. But on the 21st of the month, I get a new monthly data pack that is usually completely depleted within 5 or 6 days, but it happens when no one is connected to the wireless router or HughesNet modem.

We have completed troubleshooting that shows that when there is no physical network cable or even when the wireless router is disconnected, there is a light on the LAN port and there is activity every hour on the hour of uploads and downloads, even in the middle of the night, and even if nothing is connected to the HughesNet modem.

I have called customer support every month, several times each month on this matter. It has been escalated to their engineering department several times, which never returns a call to me with a solution, nor do they have any documentation of each escalation and their results and I never get a call back or a resolution. Each time I call, I have to explain the entire scenario in detail. They have no record of any of the previous escalations and the outcome or results.

They keep giving me data packs back on my account, and they have also credited my account $20 for 3 months, but I still pay the bill each month and can only get online within the first 4 or 5 days of my new data plan.

The problem dates are each month, every hour on the hour. I pay a monthly fee for Express Repair Premium service (11.95) and I lease the modem (9.99/month).

[redacted] is my account number, [redacted]. The address on my bill is Hughes Network Systems, LLC

[redacted], IL, [redacted]

I pay each month via my [redacted] Debit card automatically, and the payment amount has varied each month due to credits and change of billing dates. It is not a consistent amount I pay monthly.Desired Settlement: I am extremely unhappy with the technical support and the customer service and I would like to be released from the contract without paying a penalty for early withdrawal. I just don't want to pay for something that I'm not receiving.

Business

Response:

August 7, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his service. Regarding [redacted]’ concerns of his data being depleted, we have our highest level of technical support investigating the issue. [redacted] account has been forwarded to our corporate engineers for analysis and our advanced support agents will follow up with [redacted] regularly with any updates. As a courtesy we have applied a credit in the amount of $60.00 for the last two months of service. [redacted]’ service plan is $49.99 per month and is in the third month of a three month $20.00 service credit. 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:

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

Review: [redacted]

I am rejecting this response because: I reported this issue starting back in March of 2014, and I saw other customers who have posted on the HughesNet blog having the same issues with service since the latter part of 2013. It is now August 2014. This is not a resolved issue. Giving me credit on the account of $20.00 for only 3 months does not resolve the fact that when my data is restored on the 21st of each month that all my allotted data is gone before the month ends (in other words, all 5000MB of the anytime data and some of the 5000MB of bonus data is gone by the 29th or the 30th of the month). I see large upload and download spikes during the times I am asleep or away from home on the Usage page of the website. And there is no one using the wireless or hard wired connection.

Review: I am currently a Hughes Net customer. My service started April 2012. When I signed up, the lady told me that I picked a good time to sign up because I was going to get the new system and Hughes Net was going to launch a satellite into space at the end of the year that would increase our speed. I asked if there was anything I would need to do and was told that I would automatically see a speed increase when the satellite was launched and there was nothing for me to do.

When the subcontractor for Hughes Net came to install our system, he did not have the proper equipment. He came in his own personal vehicle and did not have a ladder. He asked me if we had a ladder so he could install the system. I let him borrow a ladder.. He installed the system at the end of our roof. When he was installing the modem, he continually told me that he thought our roof was steep and he was afraid of heights. Our roof is just a regular roof, not steep at all. He hooked up everything, but could not get it to connect to the internet. He told me that he didn’t know what to do and advised me to call a computer technician to come out to the house to look at it, so when he left, I did not have internet. I called a computer technician and he came out to my house, charging me a fee, to finish the job the subcontractor could not complete. In addition, the subcontractor left an excessive amount of wire dangling.

For the first month or two, the internet ran at an ok speed. Then the speed started declining. I was not using the internet excessively at all. During the past 9 months I have called a couple times about the internet, but was always given the run around about the speed.

Once the satellite was launched into space, our internet speed did not increase like the lady I talked to at sign up said. I called and was told I would have to purchase a new system if I wanted more speed. I was told that the old system was incompatible with the new system, so it was causing slower speed. I explained what I was told and they said I was told wrong, but there was nothing they could do. I also explained that for the past several months, our speed keeps declining. I felt as if I was lied to when I signed up and Hughes Net was trying to strong arm me into another system for profit since it would cost me money.

I called again recently. I was told that they detected the problem and the reason it took up to 3-4 minutes for a webpage to open (dial up is faster) is because there was something wrong with the dish. This is if it even opened! They sent a technician out on 2/24/13.

The technician that came out came out in a Hughes Net van. He was fantastic. He told looked at the system and said it was installed wrong and he wasn’t sure why the previous install wasn’t up a little higher. He said the arms were installed wrong, which makes the dish move very easy and that is why our service declined (pictures of both installs show this). He said he would have to completely install the system. He said that we needed to get the new system because our speed would continue to be slow because of the incompatibility with the new system. Again, I felt I was being strong armed into paying for new equipment especially after what I was told at sign up, but ended up getting the system because I do some of my work at home and the internet speed was affecting my job. I was told I would have to pay $100 after a mail in rebate, which I don’t feel I should even have to pay for. The technician installed it, but installed on a pole instead of the roof. He said he was unable to remove the screws and brackets from the previous install because there would be holes which would create a leak, so the previous subcontractor, not only installed wrong, but now we can’t remove the hardware because we would need to repair our roof.

I don’t think I should pay for a system upgrade when I was told I was getting the compatible system at sign up and I do think I should get a discount for the horrible service I endured for all these months because your subcontractor installed incorrectly and the technical department at Hughes Net failed to diagnosis an issue or even send anyone out until Feb 24 or I should be able to leave HughesNet without paying a penalty as outlined in the contract, especially since they broke the contract with the horrible service. I was told I would have one system, received another, service has been horrible, found out service was horrible and paid full price every month because it was installed wrong, strong armed into a new system, and was told that the first installation was so messed up, we would need to have our roof repaired which is not cheap!

Thanks

Home: [redacted]Desired Settlement: At the minimum, I don't believe I should have to pay for an upgrade when I was told I was getting the new system and only found out months later that I didn't get it. I feel I should also be given a discount for all the months I had it that I received subpar service because the installer didn't install correctly. My roof should be repaired or compensated for. Honestly, it has been a nightmare, so I either want HughesNet to make it right by these adjustments or let me out of my contract.

Business

Response:

March 13, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was upgraded to our Gen 4 service on February 24, 2013 and requested to have the upgrade fee waived because her understanding was that the equipment she originally had installed in April of 2012 was compatible with Gen 4.

As a standard practice, upgrading the hardware and service does require a new 24 month commitment and is subject to an upgrade fee. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted] circumstances, Hughes agrees to make an exception regarding our upgrade fee.

In light of the difficulties that [redacted] experienced with our service we have credited her account in the amount of $200 to cover the $149 cost of the upgrade and an additional $50 for a one month service credit. We informed [redacted] of our decision on March 15, 2013.

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

Review: I used Hughes Net for 10 years and constantly had problems with my internet service. They were always changing equipment, sending repair people out and still the problems persisted. Apparantly the last "FIX" they attempted, which was another change in equipment extended my contract by 2years. That change didn't work any better than all the others they had tried and I finally decided I had tried long enough for them to provide me the "FAST" internet they promised and changed to a different company. When I called to cancel their service is when I found out that the last equipment change they did locked me into another 2 year term with them and they were going to charge me a $375 termination fee. I was not told that the equipment change would result in 2 year commitment. I was only told that this would "FIX" my problem. I would never have committed to another 2 years and I feel that is why it wasn't disclosed to me. Nowhere should repairs lock you into a commitment that they already haven't honored. That was underhanded and deceitful on their part as far as I am concerned. I already gave them 10 years to correct my problem, so I feel I went over and above with patience. I was absolutely confounded that all they were willing to do was give me a $100 credit. They would not waive the full termination fee, even though I have had so many problems over the years. I always paid promply even though more often than not, I was unable to use the service. Hughes net doesn't stand behind the promises they make and apparently have to make their money by being less than honest with their customers. I have paid my balance in full because I will not allow it to hurt my credit but nothing about this is right. They need to refund my termination fees and I want to tell everyone to proceed with caution when signing up with this company.Desired Settlement: I would like a refund of the termination fee I paid.

Business

Response:

March 18, 2013

Review: After being a HughesNet customer for more than 4 years, I called HughesNet Customer Service line on January 22nd, 2013 to cancel my internet service as of February 1st 2013, as I was moving out of the area and no longer required satellite internet service. I had previously set up my billing account with HughesNet through an electronic check service to have money automatically deducted from my checking account to pay for services. After cancelling my service, I was billed for services on February 22nd, 2013. I called again to HughesNet Customer Service line to dispute this charge and confirm that my service had indeed been cancelled. After speaking to 2 different Customer Service Representatives, I was told that my service had been cancelled, but that I would be charged a $350.00 "early termination" fee, per a 2 year service contract. I questioned this charge and the very existence of a service contract as I had not signed a new contract or service agreement when I upgraded my service to "Gen4" last year. I was informed by the Customer Service Rep. I spoke to that all of HughesNet "contracts" and "service agreements" are arrived at through a "verbal agreement". When I disputed this information, and asked for a recording of my supposed "verbal agreement", I was told that HughesNet does not keep recordings of client interactions for more than 90 days. As HughesNet could not confirm or prove in any way, shape, or form that I had agreed to a new 2 year service agreement, I was told that my service had indeed been cancelled and that the $350.00 termination fee would not be charged. At this point, I verbally stated to the Customer Service Rep. that I no longer authorized HughesNet to take money out of my checking account for any type of bill. On March 22nd 2013, I was billed once again for monthly service charges provided by HughesNet. I called once more to HughesNet Customer Service to demand an answer as to why I was being continuously billed for services I had cancelled more than 2 months before. I was transferred to a Customer Service Rep. in the [redacted] named "[redacted]" who refused to provide me with a last name or a CSR/employee number, stating that it was against their policy. I was referred to HghesNet website and advised to review their User Agreement, which I did. Nothing in the online User Agreement stated that an upgrade or change in service required a new 2 year agreement, and I pointed this out to the CSR while still on the phone with her. After spending over 1 hour and 15 minutes on the phone, and speaking with a supervisor, I was once again told that my service had indeed been cancelled and that the 2 months of unauthorized charges would be refunded to my account, the early termination fee would be waived and a "final bill" would be generated and sent to my email address. On March 29th, I received an email from HughesNet with a final invoice indicating that I would be billed $284.51. I called today, April 1st 2013 and spoke to a Customer Service Rep. in Texas who informed me that when I called on January 22nd of this year to cancel my service, the service was continued because I did not "confirm the cancellation". When I asked her to explain why I would have to confirm my cancellation after calling once, she looked up the work order and informed me that she did see noted that I was calling to cancel service because I was moving. She gave the excuse that service is often not cancelled because after issues are resolved, their customers opt to keep their service. I explained my dissatisfaction with this excuse, and asked why I was being told it is my responsibility to repeatedly call to confirm that my service had indeed been cancelled. This excuse also runs contrary to the fact that I did call after being billed on Feb. 22nd and again on Mar. 22nd, and was told both times that my service had been cancelled. I once again verbally stated that I no longer authorize HughesNet to deduct funds for billing from my checking account. After arguing with the CSR in Texas that it is somehow MY responsibility to repeatedly confirm cancellation of services, I was transferred to a supervisor named [redacted] per my request. I have been informed once again that my service has been cancelled, and that the funds deducted from my account for the months of Feb. and Mar. will be credited back to my account. I have also been informed that the "early termination fee" for the non-existent service agreement I supposedly made with HughesNet will be "waived". I'm anticipating future issues with this HughesNet account, as I have been told this several times now and have been charged repeatedly. I call into question the overall business practices of HughesNet, as they have charged me for terminating a contract which never existed, and repeatedly deducted funds from my checking account after I informed them that I no longer authorized them to do so. I don't appreciate having to literally spend hours on the phone with Customer Service Representatives to ensure that my service has been cancelled, and appreciate even less being blatantly lied to by CSR's who have informed me that my service has been cancelled. Thank You for your time and attention to this matter, [redacted]Desired Settlement: I expect all monies deducted from my checking account for services after February 1st 2013 to be returned to my checking account, and no further bills from HughesNet for either services or an "Early Termination Fee" to be sent to me or illegally deducted from my checking account.

Business

Response:

April 15, 2013

Review: I signed up with Hughesnet internet service a year ago today. Never once have I had a problem until here recently. I call customer service and can never get the same people. I explain the situation as to what is going on with their service and all I am told is that it is my products that I am using at home. Basically what it boils down to is I am not getting what I am paying for. I am paying over $60 a month for internet service that I can't use. Hughesnet never wants to send anyone out to check things out with their modem or satellite and won't do anything if their website for system control shows everything to be working fine. They go by the site instead of listening to what their customers are trying to tell them. The internet service is not what they say it is, you can never get the same people and nothing is ever done to resolve the problem. I am reporting them because I am sure I am not the only person who has had this problem and something needs to be done about this company. I have only talked to 2 people who have actually helped and tried to resolve the problem or given a credit and something needs to be done. When I tell them I want to disconnect from the service because I am not getting what I was told I would be getting, Hughesnet tells me that I have to pay a $250 disconnect fee, which I do not feel I should have to pay due to the service not being what I signed up for. If I was getting what I am paying for, I would not be filing a complaint about it. I was told by 3 different agents and 2 managers (I have their names and their location of the call center) that their services have changed but they haven't notified their customers of the changes, which I think is poor for business. So now not only have they changed their services without telling their customers, the customers are not getting what they are paying for. Thank you for your time and I look forward to something being done about Hughesnet.Desired Settlement: I think Hughesnet should have to waive my fees for the remainder of my service since I am not getting what I am paying for, as well as Hughesnet changed their services without notifying their customers.

Business

Response:

April 25, 2013

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: The company is unfairly billing me $5.00 monthly for a billing invoice that is sent to my home each month. I have no need for this invoice, and have told them this many times. I make all my payments on line through their website, with my debit card on time, and have never been late.

Nowhere in any of the contracts I signed for service did it say that I must pay $5.00 each month for a billing invoice.

When I try to get help by calling I get redirected to a third world country. and have a very hard time understanding the representative who speaks very poor English, and then this person tells me over and over nothing can be done.

In the past they have placed my account on auto pay, where they were taking money directly from my checking account without my authorization. This caused so many problems, and took a lot of my time and money to fix.

Just yesterday I made my monthly bill payment online, and when I looked at my banking account it showed that Hughes Net had taken a second payment out. I called right away and their representative apologized for the mistake, but their was nothing that could be done, and that the only thing he could do is credit my account and apply it towards next moths charges.

I was furious and demanded that he credit my card rite now. I was put on hold for what seemed like forever waiting for some kind of resolution. The representative came back on to tell me that he could offer me a one time courtesy refund/transfer back onto my debit card. This is ridiculous, everything about this company is wrong. They tap dance around a very thin line that allows them to morally break the law without criminally breaking the law, and they know every way inside and out to get everything they want from the consumer knowing that we have no way to fight back!

I am a 100% Disabled Persian Gulf War Veteran, Medically Retired. Money is very important to my family, and I can not afford these problems, we need every penny that we have, and this company could care less about my problems.

Can you please help in some way?

Thank you!!!!!!Desired Settlement: Remove from my monthly bill the $5.00 invoice charge.

Also could someone from the Revdex.com let Hughes Net know that they are not above the law and that they need to treat their customers fairly and with honesty, while obeying the laws.

Thank you so much for your help!

Business

Response:

May 16, 2013

Review: I called Hughes net for internet service. While on the phone with the sales associate I asked them numerous times if the internet they provide works well for online gaming for my son, and how well it works. They told me over and over again that the internet was excellent for online gaming. And im sure all there calls are recorded and this could be easily be brought up to listen too. Next the installer arrived at my house and also ensure me that the internet worked excellent for online gaming (only to find out later that the associate installer is 3rd party and not an actual Hughes net employee). As soon as the associate left I called XBOX because I was not able to use the online gaming for my son. Instantly they informed me (XBOX) that satellite internet does not work for online gaming because there is too much latency. So instantly I called Hughes net and cancelled my service, this was all done within 30 minutes of the installer leaving my house hold. So in reality the installer and sales associate who probably works on commission LIED to me to make a SALE! I was outraged, especially since Hughes net still expects me to pay them 516$ for the services that I never used and cancelled almost immediately. I spoke with several associates about the matter and all re assured me that I would not have to pay anything and this would be taken care of, all I needed to do was mail back a few of the products installed by the installer. Hughes net was supposed to send me out all the information for this, as well as material to mail the products back to them (which they never did). And to this day I am still constantly receiving calls and letters in the mail stating that I owe Hughes net this 516$ or I will be sent to collections on my credit account. This is absolutely ridiculous to me considering that I never used there services, and all they have done to me is LIE to me over and over again about my refund and this matter will be taken care of??? I just don't understand how a company can expect me to pay them for a service that I was lied to about and never used not even once. And if this company had been honest with me at the point of the sales call or installation I would have told them to forget it that I don't want there service. But yet months and months later I am still trying to fight this matter. This is very poor business to me and they now tell me that there is nothing they can do about? I am writing you for help on this matter, and I am even willing to take this company to court to try and fight this if they attempt to put a mark on my credit for services that were never rendered! I need your help Revdex.com, because I really have no one else to turn too. Even there supervisors agree with me on the matter but state there is nothing they can do because of policy, last I checked it should be against policy to lie to customers to make a sale and still expect money from them!

Thanks for your time

Please call for any questions

[redacted]Desired Settlement: For this to be taken off my credit report or have this company stop trying to collect money from me or my wife.

Business

Response:

May 30, 2013

Review: To Whom It May Concern:

I was stuck in a contract for 2 years. Most of which my service never worked properly. I called and wasted my time over and over,(hundreds of hours wasted), again trying to trouble shoot with your non-English speaking techs in [redacted] and the techs always blamed my computer. I paid twice at $130 a pop for [redacted], a top of the line computer tech company, to come out and conclude that my computer was fine, the problem was with the Hughes Net Satellite signal. I informed your company of the issue on Hughes Net end and again was ignored for months thereafter. I went ahead and purchased a brand new computer and still had the same issues. Finally I was transferred to a US Hughes Net Tech that finally sent out a tech to our home and changed out something on the satellite that had been bad from the get go. From then on the service worked a little better. I never was given a break on the amount of money that I spent on Hughes net for a year ½ , never being able to have a good connection. I was never able to download pictures on Hughes Net for the year and ½ on Facebook and other sites. My service would drop several times in a session every time and sometimes it would not come back for days. It was never the service that I was told that I would have from the sales person who originally sold me on Hughes Net. It was the worse service that I have ever had and the most expensive for internet. My parents dial up connection in the 1980’s was better than any service that I ever had at Hughes Net. We paid about $100 a month for a service that never worked correctly.

Now this letter is to address the fee of $215.00 that I was charged for not returning a piece of equipment. I received the Hughes Net Box to return the equipment and I could not pack it up fast enough to send it back. When I received the box to return Hughes Net Equipment, there was never any explanation of what needed to be sent back. No instruction given what so ever. In all my years and all of my services with different satellite companies I have never been asked to disassemble a piece off of the actual Satellite and return that with the receiver, but apparently Hughes Net does in order to trap customers to get another $215 out of them. There are an ample amount of reports online with people that where charged for the same, radio transmitter, part that was never explained needed to be disassembled from the actual satellite. This makes absolutely no sense to me. Seems like it would be a huge liability for Hughes Net to demand that their customers, including disabled people, the elderly, pregnant women, etc., climb up a ladder and then having to go hands free in order to unscrew the radio transmitter in order not to be charged the $215 extra dollars. Hughes Net sent a trained tech with the proper equipment to install this correctly then ethically and liability wise Hughes Net should send their trained tech to retrieve this radio transmitter that they are demanded back.

I do not agree with the $215.00, but in order to not hurt my credit and to get you guys to stop calling me every day and waking up my young children at 8 AM I am going to pay it in the hope that there will be a class action lawsuit and one day this amount will be returned to me and all of the other Hughes Net Customers that the same fraud actions happened to.

Sincerely,

CC: Payment and letter sent to

HughesNet Credit Dept.

PO Box 3475

Toledo, OH 43607-0475

Check# [redacted] Amount $215.00Desired Settlement: $215 plus a returned amount for the service never working correctly.

Business

Response:

June 17, 2013

Review: I have now contacted HughesNet 5 times and have been "disconnected" every time. I returned all of their equipment that they requested via UPS with the box they provided. They even had a pick up date scheduled with UPS because I came home to a note on the door. I returned all the merchandise, they first told me they need the tracking number because they didnt' receive anything then I spoke to another person they said they did receive it but it was missing the radio. If it was missing the radio ~ the technician they hire to install satellite dishes removed it for the new owners when he installed the new one. I did all of this in the time frame they gave me and i've been trying to resolve this with Huges Net but I am getting no where. They billed my credit card $216.00 on 4/20/13. I keep being told they don't have a district manager or regional manager, all they have is a floor manager that I finally spoke to today (His name was [redacted]) and I was "disconnected". I spoke to [redacted] on the 4th call I made that was transferred to [redacted] the floor manager. I spoke to [redacted] the 5th time I called. I'm frustrated and aggravated, I returned everything they asked for I have no reason to keep some radio transmitter ~ THEY hired the gentleman to remove and install new equipment that should have been left there or returned to HughesNet.Desired Settlement: $216.00

Business

Response:

June 18, 2013

Review: On 7/6 I ordered Hughes Net internet and phone service. On 7/11 the internet portion was installed. At that time they told me that the phone equipment would come in a couple of days. It took over a week to get. When I received it I tried to register my service and we had problem after problem. On 7/19 I was on the phone for over 2 hours. I was put on hold and also hung up on. I tried again on 7/20 and was on hold again for over an hour and then told they were too busy to help me,and I should call back. I then called the account center and cancelled my service. They had advertised a 30 money back guarantee when I signed up. I told them I was totally dis-satisfied with their customer service and they said I was not going to get a refund,plus if I wanted the dish off of my roof I would have to pay them to come and get it. I feel that I should get a full refund of all money paid $146.37,with no fees because of what I was put through on the phone and I feel money back should be money back.Desired Settlement: Full refund of $146.37 and they take the dish off of my roof.

Business

Response:

Review: Service is not what they claimed it would be.

I have hughesnet as an internet provider at my home. Since installation I have had several technical issues and below standard service. I have called them more times and spent more time on the phone with them than I have using their service. I have made several attempts to get the service working properly to no avail. Any time I call and try to speak to the department that handles cancellation, I am transferred to a line that DOESN'T WORK! I am so frustrated and the company has done nothing to satisfy me in any way. Please help.Desired Settlement: I want to cancel my service without any penalty, due to the fact that they have not fulfilled their end of the contract, which is to provide me with broadband internet access that works properly.

Business

Response:

August 15, 2013

Review: Hughesnet is charging my prepaid Debit card $11.83 every month for service that was never installed or activated. I've spent numerous working hours talking with reps and supervisors attempting to resolve the "accidental" billing. When asked why my card is being billed the explanation is "I don't know"!!!!!!!!!!! I spoke with a rep named [redacted] today who told me that Hughesnet wouldn't charge my card for service I don't have, yet they are and have been since 5/25/2013. He told me he couldn't help me I asked him who can he said no one. I am not asking for a $1 million dollar settlement here. I've spent at least 10 hours on the phone trying to resolve this billing problem and I'm extremely frustrated. Hughesnet has a very poor pre installation customer service dept for answering billing questions. The tech they sent out couldn't install the equipment because I live in an apartment building though the sales rep took my order and my money with no hesitation. I'm taking legal action if they don't resolve this problem permanently I also ask for financial compensation for my time and energy I've spent working on this. They are debiting money that I've worked hard for and they've done nothing to deserve it. They only given me the run around about resolving this issue. What a JOKE!!Desired Settlement: I expect excellent service from all companies I deal with and I would like for Hughesnet to cancel my account, take my card off of their EFT system and stop autodebiting my card and refunding the money. I don't want my card charged by Hughesnet EVER!!!! I would also like to receive $200 for damages. There is no way I could get my time back for their mistake but that will make me feel that even though I'm not their customer they care about their reputation.

Business

Response:

In response to your letter to the Executive Customer Support division of Hughes, our Executive Customer Support representative reviewed all pertinent database records.

Our records indicate that this refund of $11.38 was processed 8-5-13. We have also confirmed that the account is closed and gotten the credit card information off of the account to avoid the potential for any further billing errors.

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. We are unable to give any money for his inconvenience. 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.

Review: Hughesnet does not work. Their website says I can stream and I can't. My Internet cuts out more times then is available. Every time I call them they want more money to make my product work then if I pay it works for a week and is back out again. I'm paying for something that won't work and I can't get out of my contract unless I pay 400 dollars.Desired Settlement: I want to end my service with this company without having to pay the 400. I refuse to pay anymore money for a product that doesn't and will not work!

Business

Response:

September 18, 2013

Review: SEP 0 3 2013

I would like to make a compliant against Hughes Net Gen4 of Md Phone number ###-###-####.

I wanted to check on internet service from them, They offered me a deal for $39.99 a month nothing to be paid until they hooked me up, but they had to have my credit card number on file. They start reading me a bunch of garbage real fast and, I can hardly understand then I hear I hear I am under contract for two years. I said no no I don’t want no contract just forget it. Oh, they said we can’t we have to read you the rest of this then we will give nyou a number and you can call and cancel it, so I did immediately. I received an email immediately that it was canceled. The next day my account was charged $40.99.1 called them demanding a refund. Well it will take three business days. I reminded them that they tolde me I would not be charged anything until they hooked me up. Well [redacted] it is a security thing.Desired Settlement: see Attached document

Business

Response:

September 19, 2013

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: Initially called Hughesnet to talk about their internet services. I was specifically concerned with the amount of internet they could provide. I was told not to worry "that I could at any time upgrade to whatever amount I need". After a month I called to upgrade. They upgraded me to 10MB and told me that was all they could give me. The Gen 4 (higher usage plans) are not available in my area. I had signed a 2 year contract with Hughesnet with the understanding that I could upgrade to "as much as I needed" with no problem.

They offered me a $20 credit for 6 months as compensation. I told them this was unacceptable. I wouldn't have signed a contract at all if I was told the truth about not being able to upgrade. I talked to a supervisor, and she was not able to offer any sort of compensation other than the $20 credit and some usage tokens. To top it off the Hughesnet dish was installed on my roof between two skylights and was drilled directly into the flashings of both skylights. Our roof leaks when it rains now! Hughesnet offered nothing but an apology for that, and told me to call the installer myself to work something out with him.Desired Settlement: Would like Hughesnet to end my contract, and allow me to pay month to month until I find a provider who can stand up to their word. Obviously I would not have signed this contract if I was told the truth about not being able to upgrade. Also need compensation for the fact that our ROOF LEAKS!!!!

Business

Response:

November 20, 2013

Review: I was told by direct TV that Hughesnet was their Internet company. I was never told by the company I only had 5 gigabytes of internet service a month. this was difficult to use when I am trying to run a business. They were cancelled 10 days after I had the service. They ruines my smartbox in my home. I sent back their equipment, but because I cannot climb to get their device off my home they are trying to take $216. out of my checking account.

I am 66 years old I am not climbing a ladder. They have told me to hire someone to remove it.

They are the ones who need to send their person to remove it. They committed fraud when they did not tell me about their useless services.

They also told me if I tried to take their item down I could get radiation . I am not doing this. They NEED to be a better company and stop trying to take advantage of women.Desired Settlement: I want them to come and take down their property and I want them to reimburse me $216.00 in my checking account.

By committing fraud they are libel for fraud court hearings.

I am on a fixed income. They are trying to scam me out of my social security.

Business

Response:

December 4, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated November 10 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

It is our understanding **. [redacted] has some concerns regarding the hardware return of her HughesNet system, and is seeking to cancel without penalty, and free deinstallation.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where she can be reached

and/or email address. Our records indicate that **. [redacted]’s account was activated on August 20, 2013.

**. [redacted] canceled her service and agreed to return her leased HughesNet equipment. **. [redacted] was unable to return her radio unit, as required. Hughes agreed to manually receive the radio unit and to credit and refund **. [redacted]’s account for the unreturned equipment fee of $216.12. The refund was processed to **. [redacted]’s credit card on file on December 4, 2013. **. [redacted]’s account is now at a zero balance. Hughes also applied a $100.00 credit to make this a complimentary deinstallation of her hardware.

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

Sincerely,

Office of Executive Support

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

As of Dec 4,2013 which is today at 12:07 PM MY CHECKING account has not been credited with the $216.20 Furthermore, the representative I spoke with on Dec 2 Told me to mail a check to Chicago Il so I mailed it on Dec 3,2013.

Review: I had Hughesnet internet services upgraded to their Gen4 service in order to use VOIP. I was told by the representative prior to upgrading that the Gen4 will support VOIP and had speed higher than needed to support it. I agreed to upgrade with the understanding that if this service did not fit my needs I could go back to our old service. This is where the issue begins. I had it installed and from day 1 the service did not meet what they promised me. I called tech support with my issue and was told there was nothing wrong with my system. I advised them that it seem as though it was not adjusted right because I got sporadic signal and at times just lost all signal. They instructed me I was wrong. After several calls they finally sent a tech down to look at the system. I was told by the tech the problem was a tree I had partially blocking the signal. I cut the top out of the tree as still had the same issue. I then called them back to start the process over. I was told there was nothing else they could do. I the advised them I want to switch back to my original service and system as the new one did not gain me anything but instead made my service worse. After being transferred several time I was told they could not switch be back as promised. After several frustrating calls they finally sent another service tech who adjust the system and said he got the system working properly. After the tech left the system started acting up again so I called Hughes net and after several transfers they decided I had a bed modem. Several days later the modem arrived and was hooked up only to not have service still. I called them once again, by this time I am very upset, I was ready to cancel due to them not standing up to their promise and not providing consistent service. They asked me to give them another chance to fix the issue and in return they would allow me to cancel with no penalty if not resolved or if resolved would credit my account for 12 months making my bill $26 per month because I paid the whole time this went on with little to no service. A couple months went by with the credit and then they decided to cancel the credit with no clear explanation as to why. I called was put on hold, transferred several times and was placed with an arrogant representative that said he had no record of such credit. The previous representative that transferred me had seen and read the notes. They will not stand behind the promised discounts nor the promised speeds when I signed up for.Desired Settlement: I would like Hughes net to fix their issues with my system so it will perform as it was promised. I would like them to apply the credits promised.

Business

Response:

December 6, 2013

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.

After further review, Hughes has issued a retention credit to the account of $113.52 on 11/17/2013. We have also issue a credit to the account that represents $10.00 for (12) months.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] frustration and concern.

If [redacted] has any additional questions about this resolution she may contact me at the number below.

We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. Thank you very much for your consideration.

Very truly yours,

Review: We were instructed how get out of paying early termination fee. After following specific instructions, they would not follow through.

We had HughesNet internet installed on 8/26/13 by [redacted] Cable (a local company) technicians. We noticed immediately that the service was not up to our standards, as it took approximately a minute for a simple website (i.e. [redacted]) to load. Frustrated, we contacted HughesNet about the problem within 2 weeks after installation. It was suggested by the HughesNet representative that we upgrade our service (for an additional $10 per month). We accepted, after being reassured that the upgrade would work much better. We noticed no difference in internet speed and after a week of using the upgraded service, we called to cancel. We were notified that we were under a 2-year contract and that it would cost $400 to cancel. We were never given any documentation of a contract and the service representative said he had one on file but he was not able to provide it to us. We contacted [redacted] Cable to inquire about the contract we had supposedly entered into. After multiple conversations with [redacted] Cable and HughesNet, a HughesNet representative informed us that if we had a [redacted] Cable service technician come out and look at the system to determine that it didn't work, we would get out of the contract without paying the $400 early termination fee. The service technician did as such and we called HughesNet to cancel on 11/9/13. The HughesNet representative immediately tried to convince us to upgrade again. We told her we just wanted to cancel, without paying the early termination charge as we had been promised, and that it was all documented in their system, just as they had requested. She told us she was unable to do so and we asked to speak with her supervisor. When her supervisor answered the phone, he introduced himself and tried to get us to upgrade our service. We explained the situation and that all we wanted was the cancel without paying the early termination fee, as one of his representatives had promised. He told us that we had a 30-day trial period in which we could have canceled with no penalties. This was the first time anyone had informed us of this. The calls we had made to cancel had fallen in this 30-day window; therefore, why were we told we would be charged an early termination fee originally? He told us that his service representatives had not documented any of our complaints so he could only waive half of the termination fee. We told him if he was unable to waive the full amount that we would like to speak to his supervisor. He informed us that he was the highest level of management available. When we asked for his name again, he gave us a different name than when he had answered the phone originally. He told us that he was canceling our service and would bill us for half of the termination fee.Desired Settlement: We were told by a HughesNet representative that we would not be charged the $400 early termination fee if we had a service representative come out and document that the service did not work. We are just asking for the early termination fee of $400 to be waived.

Business

Response:

December 6, 2013

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 and would like to cancel without penalty.

After further review, we are unable to locate [redacted]’s account with the information provided. [redacted] would need to contact me directly with the phone number associated with the complaint. [redacted] may contact at the number below.

We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. Thank you very much for your consideration.

Very truly yours,