Hughes Network Systems

I will put this bluntly and bottom line up fron:hughesnet has been an absoloute nightmare to work with. We heard about the business first when I had recently married my wife back in august of 2014 while living in georgetown texas. I was subscribing to direct TV when they offered a bundling package for hughesnet. I thought thatthis would be a good deal because they said I would qualify for many discounts as a result. it wsa only about 2 months later when we noticed that our internet was incredibly slow and barely worked. Like most people I called customer service and asked if they could do something about it. The representative told me he could forward me to their department that handles repairs but it would be an initialcharge of $100. He claimed they would run a diagnotsitc test from their office and try to fix it from there. If that didnt work they would send a repairman out and receive additional service fees. I told him absolutely not and that I wanted someone to come out. I was not disrespectful or hostile but they became annoyed that I had such a specific request. Since I didnt want to pay that fee I had no option but to hang up and hope I could fix it somehow on my own. I could never get it to improve and we were charged 6 more months worth of internet that we didnt even use because it was so slow and terrible. By March 2015 I was preparing to go to the Republic of korea where I am now. As a result of the soldier sailors releif act, I was entitled to certain protections so that we do not have to pay early termination fees due to the military forcing us to move frequently. Hughesnet was initially compliant when it came time to terminate the contract but they failed to notify me that I was responsible for climbing on the roof of the house and dremove a radio antenna component to send off with the modem and power cable. When their box was mailed to my wife she was no longer living in the residence in georgetown and was living on base. She tried to call hughesnet with this issue because it would be a $200 equipment fee that we cannot afford. she was given the same number 9 times and went to the same department that would not help her. 9 times is not an exaggeration. She eventually broke down crying by the 5th or 6th time and the lady in that department became even more harsh and told her to quit crying and that no one on that floor can help her. I do understand how businesses can treat their customers like this nor do I understand why everything has to be on us and not them. They refused to send someone out to fix our internet. instead they wanted me to sit on the phone while they run a diagnotstic and then tell me what I had to do to fix the issue instead of sending someone over to fix it. THey refused to send someone to bring down the radio antenna that I am even told emits radiation. Is that safe for somone like me or my wife to who are NOT qualified to be dismantling telecommunication equipment by ourselves? They initially refused to send someone out for her because its against their policy. Yet again this business refuses to spend money or go through the hassle of helping us because it inconveniences them. They would rather make us pay and deal with it on our own. After the 9th call they finally agreed to send someone out but it was not worth this much pain and emotional strain. My wife has to go back to georgetown to meet up with the man who will remove this satellite component so she can mail it to hughesnet with her niece who is supposed to be spending quality time together while I am gone. This business should make some EXTREME changes to its policy if anyone is to expect using their service. simply good "hughesnet reviews" and you will find hundred of complaints like mine. I want an apology sent to my wife for how terrible they were to her and I want them to brief me their plan to improve their services. If they do not comply I will continue to contact you with this issue.

I paied for 5 Mega Bites (MB) a month. And for a year I only received 5 Mega bites (Mb). For those that dont know computers, 1 MB Is equal to 8 Mb. I paid $57 for service. After multiple calls throughout the year of extremely bad service, it took me having a loyer recording our conversation and speeking up during our calls to get the service cancelled and cancelation fees waived. It took 4 hours on the phone. My loyer almosed sued them for thousands. This company is a complete rip off and if u search the net, they have multiple loyers suing them for horiable service.

This company is HORRIBLE. I have been dealing with them for over 3 years for a service I used for two months. The Internet was slow and never worked right. When I called to cancel it after two months they said I was locked into a contact because I didn't complain about the service within the first 30 days. They said I could suspend the service for 6 months. Which they still charged me $10 a month for equipment rental. After six months they turned it back on without asking me. I called again to cancel. They said it would be almost $500 to cancel because of the 2 year contract. The 6 months I had it suspended didn't count towards my two years. So I paid $45 a month for 2 1/2 years. My time was finally up, so I called a few weeks ago to cancel. After arguing that my time wasn't up and I needed to pay $150 to cancel, I hung up on them. I then received a box in the mail to send the equipment back. I sent everything I had and UPS picked up the shipment. One week later I received notification from my bank that hughesnet had charged me $318. I called and asked why. I was transfered twice until someone could finally answer my questions. They charged me $318 because I (the 33 week pregnant woman) didn't go on the roof, to the satellite, disconnect a radio transmittal and mail it back with the rest of the equipment. Why is that my job?? They send a contractor out to assemble the satellite. Why wouldn't they send someone to disassemble it? I will make sure everyone of my friends and family know to never use this company. It is a joke. I have disputed the charges and sent back the transmittal. I will never use this company for anything ever again, and I will make it a point to bad mouth them to anyone that will listen.

Review: I cancelled my internet service on November 7, 2012. My checking account was already debited the prepay amount of $49 for the month on November 4, 2012. When I cancelled my account they refused to refund my money until I sent the equipment back. So I sent the equipment back in the return shipping boxes provided to me. I called back to receive my refund and was told that the actually billed me for another 30 days. I had already moved from the other address and had another internet provider in place, I was not able to connect to the equipment. I have called numerous times to receive my refund and I am told that the when I cancelled the accounts it actually did not get cancelled until 30 days later. I have a confirmation email that the account was cancelled on November 7, 2012. I had already paid in advance for the month of November, I should receive a refund for the amount of money I did not use because I cancelled the service. The two year contract was already abolished. I had no contract to fulfill.Desired Settlement: I desire a refund for services I did not receive and that I had prepaid.

Business

Response:

March 26, 2013

Review: I ordered HugesNet internet. After having it installed on 10/12/13, I received horrible internet service. I ran a speed and service check. The response time was 22,000 ms (120 is universally considered acceptable) and the internet speed was less than 1 Mbps (I paid for 6 Mbps guaranteed). I called their tech support line to attempt to fix the problem. The woman I spoke with - supposedly a technical service rep - did not even understand what response time was. She also told me that the internet speed was approximately 3 Mbps (which it was not) and that 3 Mbps was "within acceptable limits".

I immediately called customer service to cancel my service. After some additional run-around, where the representative said I would still be billed for the first month because "they bill in advance" and she then tried to offer me a discount to stay with the service, I finally got my subscription cancelled and the woman told me the pending charge on my account would be canceled (confirmation number [redacted]).

On 10/16/13 I looked at my bank account to see that not only had the pending charge not been canceled, but the the charge had posted.

On 10/17/13, I called HugesNet again to inquire about this. I was told that $50.71 of the $51.67 I was due to be refunded had "been credited to my account". I first asked why the amount was different. I was told there was a tax. I next explained that there is no tax on a canceled service and I requested that the difference be fixed. The rep offered to do that. I then explained that having $51.67 "credited to my account" means absolutely nothing because I do not currently have nor will I ever - if given the choice - have HugesNet service again, and that I expected the money to be refunded to my bank account as the first woman had said it would. He offered to "contact advanced billing." When he returned he said the money would be refunded to my bank account that day (confirmation number 38564766).

Upon checking my bank account on 10/18/13, I saw that not only was the money not refunded, but there was not even a PENDING refund on my account. I called HughesNet AGAIN. I informed them that if the money was not refunded today, I would 1. file a dispute with my bank and 2. contact the Revdex.com; only to hear the same story as before about the rep "contacting advanced billing to see about getting the money refunded." I immediately hung up and contacted my bank. I am now contacting you as well.Desired Settlement: I would like the money refunded to my bank account. Since I have already filed a dispute with my bank, that requires HughesNet to only confirm that my dispute is valid and refund the money to my bank, not to me. I would also like an apology.

I would also like HughesNet's dishonest business practices to be duly reflected with the Revdex.com whether they offer a response or not, since the facts are the facts and simply responding to my complaint does not put them in the "right".

Business

Response:

October 31, 2013

Trade

Practice Consultant

RevDex.com

1411 K

Street Northwest 10th Floor

Washington,

DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear [redacted]:

In response to your letter

dated August 20, 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.

We would like to request additional methods for

us to reach **. [redacted]. Please provide a different phone number where he can be reached

and/or email address. Our records indicate that **. [redacted]’s

account was activated on October 12, 2013. **. [redacted] received a full refund of

charges to his account on October 18, 2013.

Hughes is wholly committed

to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. We look forward to addressing these concerns

as soon as possible, and are appreciative of your efforts in facilitating

contact with **. [redacted].

Sincerely,

Office of

Executive Support

v

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.

Review: HUGHES NETWORK SYSTEMS has pulled a copy of my credit report without my authority which adversely affect my credit rating. I have done no business or contact with this business, except to attempt to resolve the issue. The business advised me that they cannot correct the error. I suggested submitting a statement to Equifax that the credit report was pulled in error. It was pulled on the wrong person.Desired Settlement: HUGHES NETWORK SYSTEMS should send notification to Equifax indicating the report was requested in error.

Business

Response:

November 20, 2013

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 additional concerns regarding our company's information being on his credit report.

Hughes would need the last four digits of **. [redacted]'s social security number to remove our information from his credit report. He may contact me at the number below. We left a message notifying **. [redacted] of our actions on 11/20/2013.

We sincerely apologize for 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,

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 with the following caveat:

that they do remove their information from my credit report and

that I can verify it.

Regards,

Review: Upon subscribing to Hughes Net we were told it is great for surfing the net and social media sites such as Facebook. We have had ongoing proble** with the service and after months of complaining, finally got the retention dept. to send us a new modem to see of that was the problem. The problem with not being able to load web pages or get into the Facebook site continues and in fact got worse. I am calling today to have them come out to take out my service dish, and am quite sure they will want to hold me to my 2 yr. contract. I would like to be released from this contract since they can not provide the services that they advertise. To upload any picture I have to take my pixels down by 1/4 of the size. The Facebook site either will not load, or when it does, the pictures are all blocked out with a windows generic icon. Just terrible overall service and the tech support is based in India and the people are like robots and very unhelpfulDesired Settlement: The Hughes Net company needs to be shut down or they need to advertise that their service is for web surfing only and will NOT support the interactive social media sites or photo graphics. They do not need to hold people responsible for he penalty fees associated with their contract when THEY are the ones breaching the contract not the customer. If they charge me the penalty fees, I will file an additional report and take them to court and fight it as my/our credit scores are too high and we have worked too long to let a company like this ruin our lives.

Business

Response:

December 18, 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 December 8, 2013, 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 performance of her HughesNet service. **. [redacted] is seeking improved and consistent internet browsing speeds, or to terminate her service with no early termination fee.

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 March 23, 2013. Hughes offered to troubleshoot with **. [redacted] to

determine any problems with her equipment. **. [redacted] was willing to consider not closing her account under the assistance of Executive Customer Care.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service.

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has offered the assistance of our advanced technical support to work with **. [redacted] to hopefully resolve her technical issues. As an executive courtesy, we issued two credits to **. [redacted]’s account in the total amount of $187.21 on September 22, and December 4, 2013. Hughes also applied a monthly service discount of $30.00 off the next six months. 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 her 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,

Executive Customer Support

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

Consumer

Response:

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

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

**. [redacted] went above and beyond to make sure my service was working properly and gave me his direct phone number in case I have any future issues. He said he would send me an upgraded new model modem and send repair technicians out to adjust my dish terminal if necessary at no cost to me. I am happy that he called me personally! That is unusual in this day and age.

Regards,

Review: I signed up for a Television and Internet Package from [redacted] and they provided the TV Service and contracted the Internet Service From Hughesnet.

The advertisement misled me to believe that all of the services were provided by [redacted].

They were not.

When the Internet installer arrived he was rude and did not ask where to install the Satelite Dish on the house.

He installed it in the front of the house, which is not allowed by our Home Owners Association.

The service that was provided did not meet my expectations and was not acceptable.

I cancelled the contract with [redacted] and with Hughes Net.

I was told that they would cancel the contract with no penalties or charges because I cancelled within 24 hours of installation.

They also said that they would remove the dish and repair any damages as a result of the installation.

I was given a case number of #[redacted].

I called today to find out why I had not received the shipping package to return the modem and asked when the removal of the dish would be scheduled.

I was informed at this time that they had an order to send out the shipping package but they knew nothing about sending out an installer to remove the dish.

I was then told that they would not remove the dish but that I could pay them to have someone come out and remove it.

Every time you call the company you have to spend 5 - 10 minutes navigating the automated answering service the have.

When you finally get through to someone they spend the whole time reading from pre-printed scripts and do not listen to what the customer has to say.

There is no local office that I can go to and talk face to face with them.

All I want is for them to remove their equipment and fix any damages that they did when they installed the equipment.

I do not think that I should pay anything for them to resolve this problem.Desired Settlement: The company needs to refund any payments that I made and should not charge me to remove their equipment that was installed improperly.

Business

Response:

April 14, 2014 **. David Dennis Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. After further review, Hughes has issued the refund of $170.51 to the credit card on file. While we regret losing **. [redacted] as a customer, Hughes understands **. [redacted]’s frustration and concern. Therefore, we have created a complimentary dispatch for a technician to arrive on site to de-install **. [redacted]’s equipment. A technician will contact **. [redacted] to schedule a convenient time to de-install his equipment. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee with the required return materials sent to **. [redacted]’s site. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer support ###-###-#### [email protected]

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:

They sent out a technician to remove the equipment today.

They only scavaged the electronic parts off of the dish assembly but left the dish and all mounting brackets and frame on the roof.

They did send a box to return the equipment that was inside the house.

They can not leave the dish and all of the framework on the roof of my house.

As stated in my complaint, the dish was installed on my roof in the front of the house and that is not acceptable.

They need to send the technician back out to remove ALL of their equipment that they installed improperly.Regards,[redacted]

Business

Response:

April 24, 2014 [redacted] Trade Practice Consultant Revdex.com1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding his HughesNet service. After further review, we have created another complimentary dispatch for a technician to arrive on site to de-install the dish form **. [redacted]’s roof. However the technician will be unable to remove the mounting brackets “foot plate from the roof” that is the customer responsibility. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer support ###-###-#### [email protected]

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. Regards, [redacted]

Review: I started a new job working from home in early April. My husband called to set up internet service with Hughes Net to provide this service. At the time of the call the sales representative told him that [redacted] was supported. This is a necessary tool for my job. The service was installed 4/9/14.

Due to proble** I contacted customer service on 4/10/14 and was told this was incorrect. [redacted] was not supported. The customer service representative upgraded my service in an attempt to resolve my service proble**. I tried to resolve my proble** to make this service work for me. Ultimately it was unsuccessful and we canceled service on 4/30/14.

The company now billing me for services from 4/10 - 5/9/14 (one billing cycle). I do not think this is a fee I should pay because we would not have gotten this service at all if the sales person had indicated [redacted] was not supported. The total in question is $81.28.Desired Settlement: Reversal of the charges, this was taken as an automatic draw from my bank.

Business

Response:

June 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on April 9, 2014 and requested to cancel the service on April 22, 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 $81.28 and that amount will be 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, [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.

Regards,

Review: In April I contacted the Revdex.com about Hughes Net and conversations we had about getting out of the current contract because the system just wasn't working. The Revdex.com resolved the issue. The terms were that I would receive a box to send back the equipment with in 45 days and if not I would be billed for the equipment. I never received the box to send back the equipment. I called on the 11th of June wanting to know why they took the money out of my account even though I never received the box. She said I am putting in a request for a new box to be shipped and call back in 3-4 business days and we will provide you a tracking number from UPS and when they give me the tracking number the will refund my money. I just got off the phone, June 19th and [redacted] the representative said no box was ever ordered and he can not see any documentation of this. This is the same issues I had the first time with them, DOCUMENTATION. He said he will talk to the supervisor about getting me another box sent to me. After being on hold for 10 minutes [redacted] got back on the line and said they are refusing to send another box. I told him I was getting ready to send a complaint to the Revdex.com. He said "Do what you need to do but we refuse to send you a box." Is this how Hughes Net operates??? I get the cancellation fee waved so they figure out another way to get the money???Desired Settlement: I want the money refunded ASAP not when or if the send a new box or have to wait for a tracking number, NOW! I want to be done with this company once and for all. Have them send a tech to my house and pick the equipment up, send me a box I will do it myself but this just needs to end.

Business

Response:

July 8, 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 to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a refund for the return of his equipment. After further review, due to **. [redacted] not returning his equipment within the 45 day timeframe he was charged an unreturned equipment fee. **. [redacted] has returned his equipment and we issued a refund of $318.00 to the credit card on file 06/25/2014. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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.

Regards,

Review: On 8/12/13, I subscribed to HughesNet for an Internet Service Plan for 5 Mbps Download and 1 Mbps Upload speed, at a monthly rate of $49.99. At that time, we were living at our residence in. Andover, KS 67002 and Hughesnet was the only Internet Service Provider for our rural area. At the time of my purchase, I was not informed that I would have monthly limits on my data usage, nor that I would have to purchase data in GB increments to continue utilizing the Internet until the next billing cycle. In fact, my monthly rate was $89.87 for the month of February, 2014 (well above $49.99). In Kansas, I held a position as a Computer Technician and internet access was a necessity (not a requirement) in my position. On many occassions, my Internet service would be disrupted due to a thunderstorm or normal wind conditions.

We recently moved to [redacted], PA, [redacted] as my husband has taken a position that required this move. Since we arrived in [redacted], PA, I chose an Internet Service Provider that provides a Plan for 20 Mbps download and 2 Mbps Upload speed, for $49.99/month with unlimited data usage. I have found this service very reliable.

HughesNet has indicated that I am required to pay an early termination fee because they also offer service at my [redacted], Pa address. I do not believe I should have to pay an early termination fee. HughesNet does NOT offer a comparable service for the same rate in my new location. Additionally, I was not aware of the additional data usage fees while in KS, but had no other options.Desired Settlement: I would like the early termination fee waived and the account closed. I would like documentation mailed to my [redacted], PA address stating that the account is closed with a 0 balance. I would like for HughesNet to stop contacting me regarding this issue.

Business

Response:

July 21, 2014 **. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear **. [redacted] In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’s concerns, “Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” ”Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” After further review, **. [redacted]’s account has been cancelled. In light of her issues we have waived half of the early termination fee, bringing the amount due to $147.50. While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. **. [redacted] may contact me directly with any additional questions regarding 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. 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.

Additionally, my payment to HughesNet collections agency was made on 7/21/14 for the 147.50.

Regards,

Review: On 26 March, 2013 a third party dealer, [redacted] was called to select a internet service provider. During the call agreed to have Hughes Net as a service provider. The dealer explianed terms and conditions, and explained that a one time service $49.00 upfront installment fee, after I would be billed $39.99 each month. I agreed to all. An installer installed the service on 2 March, 2013. The next day, when checking my billing online at their website a $475.57 charge appeared, and had been debited from my bank account.

I called the company to find out why I had been charged that amount, and I was told the payment was for purchase of equipment under the Purchase Plan. I disagreed by informing the terms I agreed to where under their Lease Plan with the waived upfront installment fee and a $39.99 monthly service fee.

Their customer service then said they would have a Sales Review arranged so I could listen to a recording of the agreement made with the third party dealer. Three weeks later they had not returned my call, and when I called them I was informed records were being gathered, and I should call back later. A few days later I call them, and they informed they would not credit my bank account for the $475.57, unless I faxed an Order Confirmation from the third party dealer. A number was provided to contact the dealer but it was invalid.Desired Settlement: The $475.47 is to be recredited to my account, and my monthly plan is to be changed from the Purchase Plan to the correct Lease Plan.

Business

Response:

April 5, 2013

Review: I have not been satisfied with the service of this company. From the beginning the internet was slow and the sales representative assured me that the internet services would be high speed. I have also had great difficulty reaching them for assistance in this matter. They have not collected payments that I have sent them, stating that I have not sent them. I have records indicating that I have paid more than the contract stated. I have not received an accurate bill from the company. I was promised fast, good quality internet and did not receive such. My internet experience is a bother and I can not enjoy my time on my personal computer. They have accused me of lying by saying that they have not received payments when I have clear banking records stating that I have sent them payments. I have also not received a refund that was contracted to me from the installation of the equipment.Desired Settlement: I wish to have the contract carried out. I want the promised made when I signed the contract, including the promised refund, to be fulfilled. I wish for them to fix the issues that have arisen and to be refunded any excess of monies that I have paid them.

Business

Response:

May 13, 2013

Review: I was sold Hughes net internet and was told by sales rep that it would support Netflix and Xbox gaming. I do not subscribe to any other entertainment for my home such as cable tv etc. My internet service will not support Netflix or gaming. I have called twice to resolve the issue with no results. I requested to cancel the service because Iit will not do what I was promised. I can cancel it if I pay the 400.00 fee due to having the service for 32 days.Desired Settlement: I would like to cancel the service without any cancellation fees

Business

Response:

May 16, 2013

Review: I ordered 4gen internet service which was not provided. They will not refund the full amount of money ($200 less) when I try to cancel.

I ordered 4gen internet service which is advertized at 10 mbps download and 1 mbps upload. Everything was installed. I noticed that the speed was slow so I called the service depeartment. They informed me that I did not have 4 gen service but had an older type. I then tried to cancel my service ($200 dollar charge for equipment that they would refend and $200 dollar install fee that they wont refund). In this case since I was not provided the service I paid for they need to refund the full amount as it was their mistake not mine. Talked with an account manager supervior about my issue who wouldn't authorize refunding my install fee. She said the best she could do is give me 6 weeks free.

In closing, I was promiced 4gen service which I did not recieve. They will not refund my install fee even though it was their error that caused the entire issue. I allowed them the chance to upgrade me to 4gen for free and they said it would cost me and extra $299 install fee for the upgrade.

I am done dealing with this lying cheating company and just want a refund so I can pay a company who supports the customer.

Hughesnet can reference case ID's from my compaint and service calls below:

All representitives were supportive and understanding with the exception of the accoount manager supervisor who's name I have if need be.Desired Settlement: They need to refund the 200 dollar install fee as well as the 200 dollar equipment fee. I also need a prepaid UPS label via email so I can send them their equipment back. I understand and will pay for my 1 month of service ($39.99 + tax) that I recieved ending May 5th 2013.

Business

Response:

May 17, 2013

Review: I live in a rural area and took advantage of the $39.95 Government backed satellite internet service offer shortly after it was announced and made available. For some time, the service has been adequate for internet access, at a reasonable speed.

For the past several months, my service has been getting worse by the week. I am now at the point where I cannot get service, starting in the late afternoon, continuing through most of the evening. Between the hours of 2AM and 10 AM the service is as expected and does operate at the advertised speed. In the past several weeks, the service has been impossible to use on most weekend days, starting about 2 PM, continuing up until about 11 PM.

I have spent hours on the phone with their service people, most which are located in India and have a great difficulty communicating in the English language. They always have the same routine. They test the connection to my modem, and report is is good. They will then reboot the modem, and tell me that my problem is in my computer and I need to have a service person come to my home. They say the charges are over $100 for the service call and repiar.

When I try to make them understand that my equipment works just great, during the times I have stated above, they usually put me on hold. Sometimes for up to 30 minutes. If I wait they usually transfer me to a "Higher Level" of support. That transfer is either cut off, or can take up to 45 minutes to be answered. I am then told that I need to have a repair person come to my house to fix my computer system.

They often tell me to go to the test page on their site and check the upload and download speeds of my system. As I am usually calling when I am frustrated and have not useable service, that test always fails, returning a network is busy message telling me to try again later or have my equipment check for problems.

What is so frustrating is that no one will listen to the fact that during the times I mentioned above, I have perfect service, working every bit as expected. I am a retired IT person, and have tools that measure the response of their network. During the times that I cannot get connections to the internet, their service is much slower then the old fashioned telephone dial up service, and most of the time is so busy I cannot even make a connection through their satellite to get a readable result from their system.

I am so tired of this problem and am really fed up with the service that they are providing to me as a paying customer. I have no other choices for internet service in my area, other than a very slow dial up service, so they are my only route to the internet.

And of course, with every call I have made to their service number, I have to sit through an offer of great service if I would just upgrade my service to their new Gen4 service, at a considerable initial cost, as well as higher monthly fees. I am at the point where I almost believe that the busy prime time service slowdown, that I am getting, is being forced upon me and others so that we will consider leaving our $39.95 Government backed service, and move to their more expensive offering.

Something has to be done to help us through this situation. I am hoping that there may be something that you can do to help, if nothing more than to get them to exactly what is happening on this end of their system service.

Thanks in advance for any help you may be able to bring to this situation.

George RaceDesired Settlement: I would like to have reliable satellite service that I am paying for, along with the subsidized amount that they are receiving from the Government, under this program. I don't care what they need to do, I just want what is promised by their system advertising, and what is being paid for. If necessary, I would be willing to upgrade to Gen4, providing there was no upfront costs, and my monthly service remains at the Government sponsored cost of $39.95 per month.

Business

Response:

April 29, 2013

Review: Hughes net has access to our bank account for payment. But they are taking more than I agreed which is $46.15 a month.Point Of Sale Withdrawal- HNS*HUGHESNET.COM [redacted] MDUS 4/15/13 $46.15 This is what they took out and that is not even 30 days.

Point Of Sale Withdrawal- HNS*HUGHESNET.COM [redacted] MDUS 5/6/13 $63.68

We tried to call them at [redacted] and got [redacted]. After all that and getting tranffered about I was told they had nothing to do with Hughes Net. I am 77 years old and don't deserve this kind of treatment. If it takes a jury of 6 to 12 people I have an attorney who will take the case.Desired Settlement: They agree to the amount of $46.15 or we file for an injuction on the above charges to maintain service.

Business

Response:

May 24, 2013

Review: A previous complaint has been filed: ID# [redacted]. Hughes Net had settled with Customer and then after the Revdex.coms complaint was agreed upon and closed by customer, Hughes charged customer for a month of service. Customer had closed the account before March 28th and should not have been charged another month of service. Customer had actually tried to cancel the account three times in the span of a month but due to the business's overseas satellite telephone service connection was unable to confirm a cancellation. Due to the charging of $73.54 our bank account was overdrawn and charged a fee of $34. The fee of $34 was again charged to our account when the month charge of $73.54 was presented again. The total amount disputed is $141.50. This type of action is not acceptable for a business. Cancelling and then being charged after a service is cancelled is unacceptable. Having a family bear the burden of overdraft fees once a business does not honor their agreement with a mediator (Revdex.coms) is unacceptable.Desired Settlement: Refund $141.50

Business

Response:

June 20, 2013

Review: In early may one of Hughes Net employees contacted me needing to update my debit card info. I provided that. The next day my bank account was drained. I contacted them due to they where the only one given that info. They looked into it , admitted it was one of their employees that took my card info. My bank took care of the money however I am out several hundred dollars for time and out of pocket costs. They do not want to do anything.Desired Settlement: I am looking to recover $ 575.30

Business

Response:

May 31, 2013

Review: I contacted Hughes Net on 4/20/13 to cancel service. I went with Verizon wireless for cell, home and internet on 4/11/13. When I contacted to cancel I was told that I did not owe anything and that they were going to give me a 3o days free just to avoid any billing problems(6 days before next billing or payment). I was not aware that I have to call them a second time to cancel account. I log in to my back acct and see that they deducted money on in May and today. I do believe that if they review there records and see that I have not use the internet service during this time, they should refund the 2 payments. The bottom line is I have told them to remove all information regarding billing for me. [redacted] is on the phone now telling me that she is doing an immediately cancellation on my acct due to the fact they bill a month in advance and I should receive a credit 1 month... they will determine the amount of credit. they will send email conformation to [redacted]. no need to return equipment, since I own it . I authorized the acct to be closed today. Confirmation.#[redacted] telling me they will refund 57.99Desired Settlement: They are refunding me the payment for today. They are looking in to refunding the May payment.

Business

Response:

July 15, 2013