Hughes Network Systems

Review: I had contacted HughesNet about getting internet to my apartment. I specifically told them it would be for first person shooter games and they told me they had the perfect internet package. Once I started playing I realized the package was not fast enough so I called and asked for them to upgrade the package to the next best. Once I started playing on that package it still would not even connect me to the internet via the [redacted]. So I called back and asked they upgraded me to their final package which is the best they offer. That still did not work so I called and wanted to know what the next step was. This is the time they told me that they do not recommend their satellite internet for online gaming. Ever single time I had called I made it clear that the service was not meeting my expectations for online first person shooter games. Not once while I had HughesNet was I able to log on to [redacted] and play a game. If they do not recommend their satellite internet for online gaming then why did they keep upgrading my internet package knowing it was not ever going to work. I feel as though I was taken advantage of and strung along just so that I would keep paying money to this company. The lied to me from the start and even told me that the internet service I would receive was wireless. Come to find out when they show up to install it, it was not Wi-Fi unless I bought the wireless modem to use. The installation company also did damages to my apartment that were not authorized before they started working, The only time they got my wife's permission was after the work was already done. She had not signed any paper before they started work, only after it was done and they just told her to sign, they did not describe what the paperwork was. I was scammed and strung along, they knew very well that the internet they provided was not sufficient for my needs, they just wanted the money.Desired Settlement: I would like a refund of all allowances paid to HughesNet. They knowingly led me on to believe that their services would suffice my online gaming needs when they knew it would never do that. I paid from August till December 2013.

Business

Response:

February 10, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]. [redacted]

File # [redacted]

Dear [redacted]:

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

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Our 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.

In light of the difficulties **. [redacted] experienced with our service, Hughes waived the early termination fee. In addition, we issued a refund of $155.24 in the form of a check to the address on file. **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. We notified **. [redacted] of our decision on 2/07/2014.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

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 had internet installed on January 9th 2014. I was not informed when my first bill would be due.

As I was checking my bank account I noticed a payment of 50.67 was deducted on January 14th 2014.

They neglected to inform me it would be due five days later, for services for the month of February 2014.

I agreed to auto pay but I was not informed that this would occure with in 5 days of installation.

When I called customer service they were rude and unprofessional.Desired Settlement: Require company to inform customer properly when first payment will be deducted after installation.

Business

Response:

Sent: 2/7/2014 10:59:27 AM

From:

Review: This company won't take my citi computer generated credit card for this month. They have taken then all year long without any problems. When I contacted the company they said that the card wouldn't go through. I checked and all my cards are good. Later I tried to pay the bill on the website. It sad the following. ( We are sorry, but you have exceeded the total number of credit cards we allow on an account within A 12 month period. Please use A payment method which you have used in the past to process your payment. ) I was A custom in the past and It was a 3 MB account and they had the new 15 MB account that I wanted. The company wrote me and invited me to get the new 15 MB account they didn't menction anything in the E-Mail about any penalities in it. The rep. for the company said they were running A special. Free instulaction and equipment. So he said that there would be no charges of anykind for the upgrade. The company charged me between ( 250.00 to 300.00 ) for the instalaction and equipment plus they charged me terminaction fees to go from the 3MB system to the 15 MB system after the guy and he wouldn't charge me. Also after I had the 15MB system for about A year they tryed to raise the bill on me. They said the price was for A limited time. I told them that it wasn't and they kept the price the same after that. This company will cheat you anyway they can!! If they have A way to over charge you they will. I will never let them have A regular credit card or A check again.Desired Settlement: Since they wouldn't take my [redacted] generated credit card they have broke the contract between us. They can come and get their equipment and take it back. I don't want any services from this company anymore. They better not try to charge me for early terminaction for the contract. It was their fault that they wouldn't take the on time payment.

Business

Response:

July 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, our business accounts department has 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 May 9, 2013. 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. Our business support department has agreed to cancel the account without penalty of any early termination fees and the equipment will not be required to return. 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: 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: I have had this internet service and the pricing has increased up to almost 100 dollars. I only basic internet and this is an insane price!

I have started out with Hughes net internet for basic internet and the price being billed to my credit card is almost 100 a month from what started out in the 30 dollar range. This is only basic internetDesired Settlement: I wish to have this plan reduced down to what I was originally told. No one notified me that this would increase to this amount. THIS is an insane amount to pay for internet service monthly. They DID NOT TELL ME UP FRONT THAT THIS IS THE AMOUNT I WOULD BE PAYING!!!

Business

Response:

April 25, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on October 31, 2013. While reviewing **. [redacted]’s account, our records show that **. [redacted] called on April 15, 2014 and asked why his bill was so high. **. [redacted]’s first bill consisted of monthly service in the amount of $59.99 plus $9.99 for the modem rental and $6.95 for express repair which was waived for the first month and can be removed at any time per the customer’s request. In addition, for the first three months there was a $10.00 service credit. **. [redacted]’s first bill was $61.33 because of the $6.95 express repair credit and the next two bills were $68.28 as a result of the three month $10.00 service credit. Each bill since then has been $78.28 which consists of the monthly service at $59.99, the modem rental of $9.99, and the express repair at $6.95 plus taxes of $1.35. There has been no increase in costs for **. [redacted] and he has never had a bill in the $30 range per his letter. **. [redacted] currently has the most basic plan which is $59.99 per month. 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]. [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 have not been at this residence for about 4 months and have not used internet at all during that time. I WAS NOT made aware that the monthly charge for basic internet would be this high. I wish to have the monthly charge reduced, if it isnt, I will be forwarding this information to FCC for investigation.

Regards,

Business

Response:

May 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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Regarding **. [redacted]’s latest concern, with respect to **. [redacted] not being at the location where the service is for an extended period of time is not Hughes’ responsibility unfortunately. **. [redacted] is welcome to contact our customer support at ###-###-#### to request a suspension of service which will suspend the charges except for the rental of the modem for up to 180 calendar days per year. As previously mentioned, **. [redacted] is currently receiving the basic level of service and the rate for that plan is $59.99. The cost of the service plan is listed on Hughes’ site and an order confirmation email is sent to customers that provide an email address at the time of ordering that details the level of service and cost. The monthly plans aren’t negotiable; however **. [redacted] is more than welcome to contact customer support to inquire as to whether there are any eligible promotions that he can take advantage of. 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]. [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:

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

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

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

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

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

Business

Response:

November 19, 2013

Review: I 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: I work for [redacted] formerly known as [redacted] dba: [redacted]. We have cancelled services for 2 yrs and are still being billed.

Every time someone calls in to get more information we are told by Hughesnet that our acct has been cancelled but they cannot tell us what the charges are for. However, the CC that is being charged has been cancelled many times for fraud, yet this charge is still taken from our card.Desired Settlement: Our charges need to be returned to our credit card as soon as possible.

Business

Response:

June 16, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to her account. If **. [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [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 am requesting a direct number to a supervisor to help get this straightened out. Please call me directly in order to get this issue resolved. We are being charged monthly apparently for the last two years. This issue needs to be fixed before I accept the complaint.

Regards,

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

Business

Response:

July 21, 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 third rebuttal letter to the Executive Customer Support division of Hughes, we are still requesting information to be able to access the account in question. To reiterate, we would really like to be able to try and resolve **. [redacted]’s issues but we need to be able to locate the account. If **. [redacted] is able to determine what number was used to access the account by customer service we will be able to investigate **. [redacted]’s billing concerns. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: We recently moved and decided to give HughesNet a try because they offered a 30 day trial period. We were not satisfied with their service so we canceled on day 25, return all equipment. They continued to bill us for 3 more months. After hours of conversations and getting no where they refused to credit my credit card for the amount they took out with out authorization. I didn't have any of their equipment and didn't use their service yet they still refused to credit back that money.Desired Settlement: I would like them to refund me the whole amounts of the three months I didn't use their service!

Business

Response:

February 6, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on October 28, 2013 and requested to cancel her service on December 29, 2013.

Due to the account being cancelled within an extended 30 day trial period, 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 $219.47 and that amount has been refunded to the card on file.

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

Very truly yours,

Executive Customer Support

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

[email protected]

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: 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: Poor service and did not cancel service as requested. Refund not issued as promised either.

I received poor service from Hughesnet internet. I called about the service and was told I needed to upgrade at my cost of $199. I found another company that provides better service at a cheaper rate. I called on 12-4-2013 and told them I wanted to cancel my service on 12-16-2013. I was told that my account was paid up and would not be charged along with the disconnection. I had been a long time customer. When I checked my bank account on 12-17-2013, they had deducted the monthly charge from my account. I called and was disconnected twice before I spoke to someone who could resolve the issue. I was told I would have my refund in 2-3 weeks. I called today 1-13-2014 and was told they were processing it today and my refund would be in 1-7 days to my account. I had two checks my bank charged me $20 each to cover them over them taking money they shouldn't have and not canceling the service. This is poor customer service and I told them that and that I was going to report them to the Revdex.com. I want my full refund and would appreciate them covering the $40 it cost me because of their mistake along with a real apology and their customer service people trained better to be able to handle their customers better.Desired Settlement: In complaint above

Business

Response:

January 30, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File #[redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns about her account.

Our Executive Customer Support reviewed all pertinent database records. After further review, we have verified that a refund post to the credit card on file in the amount of $66.94 on 1/13/2014 representing the last month of December charged to the account.

We would need verification of the additional charges of $40.00. **. [redacted] can send confirmation to the email address below and put my name in the subject filed. We left a message notifying **. [redacted] of our decision on January 30, 2014.

We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

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

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

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

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

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

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

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

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

Business

Response:

October 23, 2013 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington, DC 20005-3404 Re: [redacted] Case # [redacted] Dear **. [redacted]: In response to your letter dated September 27, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has concerns regarding his account. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. We sincerely apologize for any inconveniences that have been caused to **. [redacted] during this time. As an executive courtesy, Hughes has credited $250.03 for Early Termination Fee. **. [redacted]’s account now sits at a ZERO balance. We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, [redacted]Office of Executive Support[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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

Regards,

Review: I have been a customer of Hughesnet for some time now. I pay for a plan that says speeds will be 15 Mbps, I only see speeds of less than 5 Mbps. I also am allotted 20 Gb a month. I have called countless times and complained about my service, speed and our "constant" violation of the Fair Access Policy. I have Monitored my network when they said violations have occurred and I show no such usage like they indicate. Some of so said violations are 10 GB in 4 hours, 1 GB in 30 minutes. I have complained to Hughesnet till I am blue in the face.Desired Settlement: I want a refund of all my purchased restore tokens for the last year if they cannot provide me with a list of browsed services. I want the system working properly, If they cannot make the system work I want it picked up and my service canceled.

Business

Response:

January 23, 2014

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 January 7, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter.

It is our understanding that **. [redacted] has some concerns regarding the Gen4 upgrade and some unexplained data usage of his HughesNet service in December 2013.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate that **. [redacted]’s account was first activated on April 23, 2002, and then upgraded to the Gen4 system on October 8, 2012. **. [redacted] contacted our technical support team to report some unexplained data usage.

After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but **. [redacted] had exceeded the data limits of his service. A new replacement [redacted] modem was shipped to **. [redacted] on December 24, 2013, in the hopes of improving his service. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service.

PART IV –PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Hughes values **. [redacted] as a very long term customer and we wish to retain his business. To that end, Hughes has offered the assistance of our advanced technical support, or a free session with Home Technical Support, and to work with **. [redacted] to hopefully resolve his data usage issues. As an executive courtesy, Hughes issued a $99.99 one month service credit and a $63.00 data token credit to **. [redacted]’s account in the total amount of $162.99 on January 20, 2014. Hughes will continue to monitor the performance of **. [redacted]’s service and is committed to working with **. [redacted] to reach a resolution. Should **. [redacted] remain dissatisfied with the performance of his service, Hughes stands ready to cancel the account without penalty.

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

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

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: They're service did not work for what I needed. I called them 2 weeks after I got the service and asked them to cancel it, they never canceled it.

I ordered Hughesnet internet and when I received it, it wasn't working for what I needed. So 1 week later I called to cancel and a customer rep told me I needed to upgrade my package to use their Internet for what I needed, so I did. It still did not work so a few days later I called to cancel, once again. The customer rep tried telling me to restart my modem and other things to try to get it to work, I told her no I would just like to cancel. I thought it was canceled, until 3 months later when $160 was taken from my account. Now instead of canceling it I am missing $160 and have to pay a cancelation fee because their service reps didn't cancel it when I told them.Desired Settlement: Free cancelation of my service and $159 back from bills I should have never recieved.

Business

Response:

April 16, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding HughesNet service. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes will cancel the account and waive the early termination fee. Since the account holder is Ms. [redacted], we are currently awaiting a return call for verification of her preferred cancellation date.We will be unable to issue any additional credits. Due to leasing the equipment, **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. We notified **. [redacted] of our concerns on 4/16/2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

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: We had ordered Hughesnet internet service and were never told about the data usage being minimal when we called to complain about the service we got the run around and were told that all they could do was upgrade our package and after telling them I never had an internet service that didnt offer unlimeted data and told them we would like to opt out they told us that we cant without paying 300 plus dollars for cancellation so after they were unprofessional and argueing with me I asked to speak to a supervisor and the supervisor told me that all they could do is upgrade our package for free for 12 months I said ok. Well low and behold they took the next payment out of my account and charged me for the upgrade and on top of that our internet service is still horrible, I again called and complained and got the run around this is by far the worse experience I have ever had with a company they have shady business practices.Desired Settlement: I want out of our contract and nothing to do with this Shady business.

Business

Response:

January 10, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted] & [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated January 1, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter.

It is our understanding **. [redacted] has some concerns regarding the sale, data limits and termination of his HughesNet account.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on July 28, 2013. **. [redacted] contacted our billing support team to

explain he was unhappy with his service, as it did not operate as sales had promised. **. [redacted] ordered his HughesNet service

through a third party sales source, [redacted] (SA). The sales call is currently under review.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service. PART IV – PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in

Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Consequently, we believe that we have a contractual right to assess these termination and service fees. Hughes has agreed to waive

**. [redacted]’s early termination fees, and to issue a service credit of $79.58 to **. [redacted] credit card on file on January 10, 2014, leaving **. [redacted] account with a zero balance. Hughes has sent **. [redacted] a prepaid shipping box and label to help facilitate the return of the leased 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

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