Hughes Network Systems

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: 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: 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: We were given Hughes network as our only option for Internet service. It doesn't work at all. Their answer was oh well. To cancel you must pay 385.00

The installation man told us he didn't know how to make it work. We called to see what we could do. The upgraded us for more money. When it still didn't work we called back and they said we could cancel for a hearty fee. We did not ask for Hughes net. It was given to us through [redacted]. They said it was our only option. There was no contract signed through Hughes net only [redacted]. So we are now paying 85.00 a month for two years for something that doesn't work.Desired Settlement: We just want to get rid of Hughes net. We will pay for months used but do not feel we should pay 385.00 to cancel when it never worked in the first place. They have records of us calling for help on several occasions and nothing was resolved.

Business

Response:

February 27, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 21, 2013. On February 8, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing the early termination fee.

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

Very truly yours,

Executive Customer Support

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

[email protected]

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: 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: 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: On April 22nd I canceled my services with HughesNet. Their customer service representative wanted me to send my military orders, but did not want the equipment back. In June I noticed I was still being charged for services, called the company and they tried to tell me that I hadn't canceled my service. I believe this was the phone call that they had me call [redacted], saying that it was their issue. I called [redacted], who refereed me back to HughesNet. I called HughesNet back, told their service rep that I had canceled back in April. They found the call in their notes, but tried to tell me because they didn't get my orders they hadn't canceled my service. I stated that my orders have nothing to do with cancellation, it would be an early termination fee. They asked for my orders again, said they would send a box for the equipment, and that they would fix the billing error. I faxed my orders, and retrieved the modem and cables. When the box showed up they wanted the receiver for the satellite which was still at my previous residence. I called them, stated that they had failed to inform me about the equipment when I canceled, and they said they could send a tech out for 400.00 dollars. I managed to get them to waive that fee. They still hadn't given me a refund, and stated they hadn't received my orders. My wife went to our community center on post, and faxed another set of orders. I called again later in the week, possible the following week because I still hadn't seen a refund. They said they were waiting on equipment, and a customer service rep told me it was going to be a 100.00 charge. I went through the whole sequence of events again, and that fee was again waived. I think on that call I asked for a supervisor, but one "couldn't be found." I had to call a couple more times, to coordinate the tech to retrieve the satellite receiver. Every time it is a 45 minute call at least going round and round with their customer service reps with no results. On August 4th I called, set my wife's phone on record. Asked each individual I talked to if I could record them and proceeded. Again I was told that I had canceled June 22nd, made them look in their notes to find the April cancellation date. Then they didn't have my orders, and the reason I hadn't gotten my money was that their was a 250.00 dollar early cancellation fee. I asked for a supervisor, waited thirty minutes. One couldn't be found, but they found my orders and the early cancellation fee was waived. So 286.48 would be sent to me as soon as I sent my orders to advanced billing. I asked for a supervisor again and was switched over. Went through the usual process of explaining the whole chain of events, getting told that they just needed my orders one more time. I then asked for a manager, he wouldn't let me record, but again I went through the entire process of explaining what happened. He assured me he would personally make sure I got my refund in 48 hours, if my orders didn't come through he would personally call me. It is now Friday, August 8th and I have seen no results. I have been dealing with HughesNet for what will be four months now. I am very tired of it.Desired Settlement: I would just like the money back that they weren't supposed to charge me. I was told by HughesNet it is 286.48.

Business

Response:

August 27, 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 HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on July 22, 2013 and requested to cancel his service on July 3, 2014. Due to receiving military orders to relocate, the account was not charged an early termination fee as a courtesy. [redacted]’s account has be credited the disputed amount of $286.46 and a refund for that amount was generated on August 27, 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: This is a continuation of a previous complaint filed (Complaint ID [redacted]). In response to the previous complaint, on 05.13.14 [redacted], HughesNet, stated that a credit was made to our account and the card on file. As of May 22nd, credit still has not been processed on my credit card. If the credit is not processed by my financial institution by May 30th, I will contact my attorney and proceed with legal recourse. I DEMAND A REFUND AGAINST MY CREDIT CARD AND NOT MY HUGHES NET ACCOUNT.Desired Settlement: As stated above, the credit that I was told was proceed should be made against my credit card and not my hughes net account. The credit must be processed by my financial institituion no later than May 30 or legal action will be pursued - vigorously!

Business

Response:

June 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have previously 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 upgraded to Gen 4 service on January 8, 2014. Regarding [redacted]’s latest concern, as previously indicated there was a credit of $315.93 applied to the account on May 13, 2014. The system will not generate a refund on an active account; therefore it remained on the account as a credit balance. The May 23rd bill in the amount of $59.99 generated and was applied to the credit balance of $315.93 resulting in a current credit balance of $255.14. At this point, since we agreed to refund the credit balance of $255.14 has been manually refunded to the card on file and [redacted] should be able to see that refund within 24-72 hours depending on her financial institution. 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[redacted][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: HughesNet continues to come up with excuse after excuse to explain away their atrocious customer service. As I did not receive the credit on my card as I was told, I filed a dispute claim with my financial institution, who provided me with a provisional credit. We continue to have extremely poor internet service and unfortunately have no options to change. If and when the time comes that other options are available to us, we will change from HughesNet. I've also contacted [redacted], who referred this company, and suggested that they be more careful of who they refer their customers to as the poor service could be a reflection on [redacted]. At this point, there is absolutely nothing else this company can do to resolve this matter. It is now six months (six months!!!!) since we've started experiencing problems. That is beyond acceptable.

Regards,

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: 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: Hughes Net Misleads and Lies

I would give Hughes net a "0" as far as a rating. Went with Hughes Net couple months ago, 30-day trial. 39.99, basic package plus tax. Get the first bill, look at it comes out to be $54.99. A ($9.99) "leasing fee charge for the modem" each month. That's understandable I would say, but the point HughesNet never mentioned the extra fee is bad business. I call HughesNet before the 30-day trial had expire and proceed to cancel their services. I chose to cancel for the reason(s) the service was just too slow for my needs, and the fact that they thought it was ok to hide the fee of leasing their equipment. On phone with them I went through with just canceling the service. Couple days passed and I received a call from a HughesNet rep. The rep ask the reasons why I canceled their services. I proceeded to tell rep what I just quoted in this review. Rep says "well we have faster plans that HughesNet would be willing to give you for NO EXTRA cost". I replied well that's sounds better, but I really just don't want to be committed in the 24month contract that they make you sign up for after the 30-day trial. The rep then tells me, "If you try our service for another month Hughesnet would not make me sign up for the 24month contract, that way if I am not satisfied by the end of the second month I can proceed to cancel whenever with no early terminations fees". I agreed and tried it out. Get second bill and comes out to be $64.99!! That's right, HughesNet charged me 10.00 extra for the faster plan. Which I was told I would be receiving free. I call HughesNet, ready to proceed to cancel as I was the first month, because the service was still slow and HughesNet lied to me saying I was to receive faster plan at basic rates. As you read the internet was still slow! it was slow because the rep didn't even update my plan, like she was suppose to. I find this out from the rep I am talking to when I was attempting to cancel for the second time. This rep say yeah the plan was never updated but would be happy to actually update my service for no extra charge, and refund me the $10.00 charged to my bill. The rep then continues talking about HughesNet and says since I didn't experience the faster plan I should try another month and see if the service meets my needs. I consider all the work of setting up new accounts with another internet company, so I went over everything he just told me, making my bill the 39.99 a month, 9.99 on top for leasing of the equipment and that would all my bill would be from now on. I also brought up how the first rep told me I would not have no 24month contract with them. He said yes that is what your account will be, that way if I still wasn't satisfied with the faster plan I could just cancel. So I agree for one more month. Still really SLOW internet. I call Hughes Net, proceed to go through with canceling for sure this time. Getting toward the end of the whole cancelation process, the rep come out an say "there is a early termination fee for each month you still have left in your contract. This point I am fed up with such business! I tell the rep the whole deal his fellow co-workers have provided me. He says well there is no confirmation on any of those agreements. By the way this is after being on the phone with them for over 30 minutes already. I repeat the truth from what I was told over and over. Says they can't help me out and my choices are either continue the service they provide, which is poor in everyway. Or if I want to proceed with the cancelation I will have to return their equipment, not too big a problem; but also will have a $400.00 early termination fee for breaking the 24month contract. Thing is I was told by two HughesNet reps that I had no contract with HughesNet no further and could just try the service month to month. At this point I am still trying to get HughesNet to own up to their word that I was givin, and just cancel my service and I want to be done with theDesired Settlement: As a hard working American, all I want is for HughesNet to own up to the agreement they told me, relieve my headache of this whole mess and move on to a better internet provider. I hope justice is served and God bless America.

Business

Response:

December 9, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] had some concerns regarding his HughesNet service.

Hughes will be contact **. [redacted] to reach an amicable resolution regarding his complaint.

If **. [redacted] has any additional questions; he 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. 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,

Review: Hughesnet contacted me about upgrading my current internet service, they asked me several questions regarding my service and how I use the internet in my home. After all of these questions they said they could provide me with faster service at a lower price, sounded good to me. This is when things started to fall apart, they tell me that I will be contacted with in 24-48 hours from the installer to schedule an appointment. 48 hours goes by but no phone call, I look at the information that Hughesnet sent me and at that point I realize that the installer they selected was located in Florida and I live in California. I call the customer service number and they were very friendly and apolgized for the mistake and said they have corrected the issue and that some one would be calling me with in an hour. 4 days pass and no call, I again called Hughesnet and they appolgized and this time they assisted me in scheduling an appointment and that I would get a call when the technician was on his way. Well 4 hours into my appointment slot I called the installer and they had no record of my appointment, but after several mins. they said I would have someone there as soon as possible. I should have cancelled right then and there but I really want to try the service. The technician did call and showed up, he finished about 8:00 pm installing our service, this again was where I was alittle put out, the technician asked me which computer we were connecting to and I said that none that we needed WIFI, well he explained that would be $80.00 extra for an installation that was suppose to be free. I was upset because during the entire converstion with Hughesnet never once did they say WIFI would be extra and I had already told them that thats all we used. Needless to say I payed the $80.00 and started using the service, well to say the the least the service was slow, we couldn't get our WIFI TV's to connect, it was just terrible. The next day I reconnected our original equipment and called Hughesnet to get this crap out of my house. Which again they apologized for and cancelled my service but I'm still out the $80.00 because Hughesnet informs me that the WIFI is not their propriety it belonged to the installer. They don't even have a WIFI box this was just incrediable, I have never seen anything so screwed up has this company. I'm not looking for anything I just think other people should know about my experience and how bad it was.Desired Settlement: I couldn't handle another apology.

Business

Response:

December 6, 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 his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account

was activated on November 20, 2013 and requested to cancel his service on November 25, 2013.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. We completely empathize with **. [redacted] on the difficulties he experienced while attempting to have the service installed as well as having a service installed that probably wasn’t in the best interest to be installed for his intended use. We will use this information for coaching purposes to try and ensure that a repeat occurrence doesn’t happen.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I contracted with HughesNet for satellite internet service. I was promised "lightening fast" download speed and that I would be able to stream video and use my Netflicks account as well. The service that I am receiving since it was connected a year ago is so slow that I never use it. Instead, I hotspot my smartphone to my computer wireless receiver and that is the only way that I can do anything on the internet. My Hughesnet service is worthless. I have contacted their customer care department several times and they claim that the service is doing what it is supposed to be doing even though it took several minutes to run through system tests that should have taken second to perform. I am very frustrated because I am locked into a contract with this company and I am paying $75.00 a month for nothing. Their service is not doing and has never done what they told me it would do when I had it connected. Please help me. I am being ripped off. I just want this to end. I want out of my contract.Desired Settlement: Release me from my contract.

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 service. Our records indicate that [redacted]’s service is actually registered to Suzanne Lancaster and was activated on June 9, 2013. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In the most recent speed and web response tests taken, the results indicate the service is operating as it should. We have offered [redacted] a complimentary diagnosis of his computer, router, web browser, etc. with Home Tech Support which Hughes uses to troubleshoot issues beyond the actual internet service. We have also agreed to have [redacted] troubleshoot with our advanced technical support agent if he is still experiencing issues after his Home Tech Support session. 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, 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:HughesNet gave me a free Home Tech Support service to troubleshoot the problems that I am complaining about. Home Tech Support took remote control of my system and ran complete diagnostics. They determined that the problem is in the HughesNet system. They told me that the next step was to call HughesNet Customer Service back and tell them what he said. I did this and so HughesNet wanted to run their own diagnostics again, (this would have been the fifth time they have done this), and when they tried, they said that their equipment was malfunctioning. I have spent several hours trying to get this problem resolved and it is like a bad dream that I can't wake up from! I am legally bound to a 2-year contract of which I have 10 months left and I have not asked for any reimbursement that I have paid faithfully for service that I am not receiving. HughesNet will say that I am receiving service because there is a very slight signal trickling through my modem every month, however it is not even a strong enough signal to log onto a web browser before my computer times out. Shame on HughesNet for deceiving consumers by advertising a "Super fast internet experience" and shame on me for not reading the small print on my contract.Regards,[redacted]

Business

Response:

August 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 rebuttal letter, to the executive customer support division of Hughes, we have previously contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his service. Regarding [redacted]’s latest concern, we apologize that he is continuing to experience problems with his service. Our records indicate that [redacted] spoke with our technical support after his session with Home Tech Support and stated that he wasn’t available to troubleshoot at that time and that weekdays were not good for him to be available. As previously mentioned all remote diagnostics don’t indicate a problem or need for a tech visit. If [redacted] would like to schedule an appointment with our advanced level technical support team we would be happy to arrange that for him. 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]

Review: Hughesnet has repeatedly made false charges to my credit card account. I returned their equipment to them after discontinuing service and this has been verified by their customer service. I followed their return instructions but they continue to try to charge me $212.80 for a part that they abandoned on my roof. I am harassed by daily phone calls from their computer.Desired Settlement: 1. adjust my balance to zero. I followed your return instructions and returned all the parts requested.

2. stop calling me

Business

Response:

February 18, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on July 5, 2013 and requested to cancel his service on July 8, 2013.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. At this point the final balance on the account in the amount of $212.80 represents the radio transmitter from the dish that hasn’t been received according to our records. It is indicated that **. [redacted] was informed on February 3, 2014 that he would receive an additional return kit so that he could return the radio. Once the radio has been returned the account will be credited in the amount of $212.80 and the collection activity will stop.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I canceled my service 2 days after the installation. They failed to send the return equipment box until I called them three times. They then sent me a notice for 60 dollars I owed. After I called they said it was for service I have, I told them I had already canceled and was waiting on the box. The box came about a week or two later, I then sent everything back in the provided box, via ups on 10/31/13. Ups tracking conformation says it was delivered on 10/31/13. I received a collection notice for 279.29 dollars on 11/16/13 for a past due account that I was not aware I owed. I contacted hughes net about the equipment I already returned, when the first operator told me they have not received anything from me. Then a supervisor came on the line stating they only received part of the equipment, after giving him the tracking number he then stated they have received everything but I still have not received my deposit back and I have a notice for collection on past due amount I do not owe.Desired Settlement: I would like my deposit back and the collection taken off my credit, because I have work hard to keep it clean.

Business

Response:

December 5, 2013

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 and is seeking a credit for the return of her equipment and service refund.

Our Executive Customer Support reviewed all pertinent database records. After further review, [redacted] has returned her equipment and a credit of $327.00 was applied to her account and a service refund of $47.71 applied to her credit card on 12/03/2013.

We left a message notifying [redacted] of our decision on 12/5/2013 and we are awaiting a return call for any additional questions or concerns.

Hughes doesn’t report to any credit bureaus; as a result [redacted] credit will not be tarnished.

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,

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,

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: 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: 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.