Hughes Network Systems

Review: The internet service provided by Hughesnet is slow and intermittent. It works 10% of the time and they want a large fee to terminate the contract.

Hughesnet internet service works ten percent of the time. When I call to solve my problem they tell me that everything is working fine. Internet speeds are slower than dial up. When I attempt to cancel service they want an astronomical fee to discontinue my contract. I feel that I should not have to pay to discontinue my service when they are not holding up their end of the contract.Desired Settlement: I am asking to be let out of my contract without being charged a disconnection fee,

Business

Response:

January 9, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted]. 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 his account per his letter, we will be able to contact her and attempt to resolve his 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,

Executive Customer Support

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

[email protected]

Review: After reading all the other complaints re this company, it is exactly the same problem(s). I signed a contract with this company a year and a half ago. I have never been happy with the service (slow running Wi-Fi) but put up with it because I had signed the contract. Then we moved 2 months ago and I let the company know. At that time they said "**. [redacted] we are happy to tell you that we are upgrading your service to Gen 4 for the same price once you are set up in your new residence". I was ecstatic! That would be all I would ask for (if I could have the Wi-Fi I thought I was getting a year and a half ago). Well, they came set up the new satellite, gave me the new equipment and then when the installer was leaving I said, "now I am just making sure....the installation is free, right? as that was what I was told." No, there will be a charge, it will be on your next bill." I blew a gasket...... he made a call..... came back in from his truck and said, " I have gotten permission to waive this charge for this one time only". (as if I hadn't already been promised this). Then, because I was beginning not to trust anything that I was told over the phone, I said, "just making sure...my monthly cost of $70.00 stays as it is, right?" he answered, if that's what you were told then that's the way it will be.....". Leary, but happy to have high speed internet I came in flipped on the computer and low and behold....they did what they said they would do....gave me high speed internet.....for 2 days!! when I called to find out what happened to my high speed internet they said, "Oh **. [redacted] , it appears that you used up your allotted gbts in 2 days. "WHAT???? nobody told me about 2 gbts!!!" at this time I am absolutely a dissatisfied consumer, but wait, it gets worse.... I wondered why I get an overdraft statement from my bank card and find out that HUGHES NET charged me $99.00 for this FREE NEW Service and installation........It didn't stay the same!!! and "guess who" is still under their stupid contract, ME!!! I hate this company and I feel sorry for anyone who signs on the dotted line with them. I want out, never to return. They can break all the rules but the consumer is stuck.Desired Settlement: #1. I want out of this contract. #2. I want a refund of $20.00 for the theft out of my checking account. #3. Refund of 2 over draft fee's of $45.00 each ($90.00) #4. They need get out of business if they can't be honest!! I am sick of companies like this causing my credit score to plummet. just them taking $20.00 more than they should put negatives with my bank and credit. GET ME OUT!!

Business

Response:

October 23, 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 September 27, 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. 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, [redacted] Office of Executive Support ###-###-#### [redacted] Office of Executive Support Hughes Network Systems Direct-###-###-#### Fax-###-###-####

Review: [redacted] satellite company is a contracted installer for Hughes Net Internet Services, Wednesday February the 5th upon arrival the installer had presuming his wife with him helping him do install on the satellite dish, first she came into our home smelling of cigarette smoke and feces wearing pajamas but came in to drill a hole through the wall to run the cable through and my wife asked the lady and gentleman if they needed anything moved in which their reply was (No) she again asked if they were sure they didn't need anything moved and still a No reply came from them, she then found the spot she wanted to drill but never checked for electric power nor asked to move anything so she continued the job and drilled a hole through our wall and directly into our a/c unit, my wife heard a loud noise and found our freon blowing all over the house and front porch and made them aware of the problem in which their reply was (We have insurance to cover things like that) but then claimed it not to be their fault so my wife called Hughes net and the contractors boss and was told that they would cover the a/c unit to give them up to 10 days to do so but would only pay $275. We now have talked to the company and was told they would only pay $175 and really shouldn't pay that. We have been given the run around on this for two weeks and really do not feel we should have to settle for a used one in the first place but looks like we are not even going to get the used one. Their attitude and customer service is very bad and Hughes Net is not even helping.

Product_Or_Service: Hughes Net Internet

Order_Number: Same as contract ins

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Preferably a new a/c unit but if we can't accomplish that we would settle for the replacement cost of $275 that we settled on.

Business

Response:

March 14, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID 9935706

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 the service is registered to [redacted] and was activated on February 5, 2014.

Regarding **. [redacted]’s concern, the corporate office doesn’t manage damage claims; however we have contacted the distributor on his behalf. **. [redacted]’s damage claim was forwarded to the distributor that handles escalations resulting from damage claims and the distributor is in the process of getting an update from the installer. **. [redacted] will be contacted as soon as possible by the distributor with an update.

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]

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.

Review: On 12/13/2013 we received a letter at our correct address for someone that we DO NOT KNOW, and has NEVER lived at our address as we had our residence built for us in 1990. The letter was addressed to "[redacted]". Our address is [redacted]. My wife had wanted to return the letter to Hughes marked on it that no one by that name is at this residence. Instead we opened the letter since it was our address listed.

The letter stated that the bill was overdue, with account number of [redacted].

We then called Hughes Billing, which was listed on the letter as ###-###-####, on 12/13/2013 at 5:48pm and spoke with "[redacted]". We tried to explain to her that we received an overdue notice from Hughes for someone that does not live here. We gave her the name of the person it was addressed to a [redacted]. We asked when was the account was opened, and she refused to give it to us. We told her that it was a fraud that someone is getting their product without their proper information. We also told her that perhaps someone has obtained our information due to a recent burglary and arson that had happened at our address. She was not giving us information except to say that our address and phone number was correct and that the bill was recently paid. We told her that WE NEVER REQUESTED HUGHES and NEVER HAD HUGHES.

We then asked for her to give us her supervisor, and she would not connect us to one.

We then called our local police department regarding this letter and made it part of our burglary case number.

Instead later that night, a male named [redacted] called us stating that he was a supervisor for Hughes. We told him that we have a bill for someone that we do not know and we never received any previous bills and never had Hughes for service. The account number on the letter is [redacted]. We asked when was the account opened and he said that it was in 2012 using our address and phone number. My wife was also on the phone at the same time as I was with [redacted]. She told him that perhaps someone from a prison got our information as last year we received calls from prisoners. We did tell him that we do not know [redacted] and that we had this house built for us back in 1990 and this is the only phone number for this residence. I then told [redacted] that "No Previous Bills were ever received here at our residence."

Hughes company had previously had contacted us to state that they would be coming to install their product. We told them at that time that NO ONE WAS AUTHORIZED to be at our residence at the time as we were gone on vacation. We NEVER REQUESTED HUGHES.

We told [redacted] that this needs to be elevated to their fraud department as we never had their product, and that HUGHES needs to come to our residence to see that we DON"T have their product. We told him that we did contact [redacted] Police regarding this letter. [redacted] did ask what was the last 4 numbers on the [redacted] card. My wife then said that we had THREE [redacted] cards and gave him the last 4 of each of the cards. This shocked me as [redacted] called us and we were afraid that this is a scam which he will be selling the numbers to someone.

We did a search online for [redacted] and told [redacted] that the closest one we found was living in Colorado. But we have since done another search and found one living in San Diego with the same area code of [redacted].Desired Settlement: 1. Remove our address and phone number from their records permanently.

2. Obtain the correct information from [redacted] and change their records to reflect that.

3. An apology from Hughes

Business

Response:

December 26, 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 14, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the person listed as owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the order and install of a HughesNet account set up with his address and phone number. **. [redacted] reports that he does not have a HughesNet system at his residence. **. [redacted] wants his personal information to be removed from all Hughes records.

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, fraudulently on October 3, 2012. This is very rare on

Hughes installations. Our fraud department is investigating how the order occurred.

Hughes has agreed remove all of **. [redacted]’s personal information, and assured him his information will no longer be used by Hughes. Hughes appreciates **. [redacted] bringing this to our attention.

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

Sincerely,

Office of Executive Support

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I AM NOT the owner of the account. The owner of the account is [redacted], according to Hughes' own overdue bill which was sent to our location. We do not know who that person is. We have done searches and saw that there was one by that name in Colorado.

Somehow Hughes is using our address and phone number which we have no idea how that came about, especially since the name is different. We have also done a search under our name for our property and it is listed as [redacted], and [redacted], which we have owned since 1990. You would think that Hughes would only open an account for someone that is actually residing/owning the residence.

I NEVER had an account with Hughes. We have asked that Hughes come to our address to see that there is no equipment of theirs here.

Regards,

Business

Response:

January 3, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 14, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the person listed as owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the order and install of a HughesNet account set up with his address and phone number. **. [redacted] reports that he does not have a HughesNet system at his residence. **. [redacted] wants his personal information to be removed from all Hughes records.

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, fraudulently on October 3, 2012. This is very rare on

Hughes installations. Our fraud department is investigating how the order occurred. Hughes acknowledges that **. [redacted]’s does not have an actual account with Hughes. The name used is a different name, [redacted]. We agree that there is no Hughes equipment on site.

Hughes has agreed remove all of **. [redacted]’s personal information, and assured him his information will no longer be used by Hughes. Hughes does not share account information with outside parties beyond our regular terms and conditions. Hughes appreciates **. [redacted] bringing this to our attention.

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: I was on auto pay with hughes net I got another service and called to cancel hughes net I unhooked their service from my computer and the next month they took out money again so I changed my credit card and called them again and the next month I got a bill in the mail I called them again and the next month I got a bill being two months behind all this time their equipment was not hooked up I was getting service from [redacted]. now they have turned me in to a collection agency. I was talking to a teller at [redacted] in [redacted] and she said they did the same way it took her three months to get rid of them thank you

Business

Response:

July 26, 2013

Review: We contracted for internet service for a 26 unit RV park,was sold 2 satellites and service for both. It never worked.

We contracted for internet service for a 26 unit RV Park in November 2013. We were assured by the sales person that service was guaranteed. We contracted 2 sattelites because that is what he said we needed and the top of the line business service for both. It never worked. We called tech support many many times and all they could say was everything looked good on their end. I finally spoke with tech support yesterday again, and was told that the service we were contracted for would NEVER support a 26 unit RV Park. Finally, sombody told us the truth. I have called to cancel both contracts and have been given the run around and told that I was going to have to pay a penalty for cancelling. We entered into a contact for service for a 26 unit RV Park. HughesNet did not uphold their part of the contract. I asked for sales rep's name and [redacted] and [redacted] from the Retention Dept. would not give it to me.Desired Settlement: We want both contracts terminated with no penalty. We want a refund of the monies paid for service that we never received and we want them to come pick up their equipment.

Business

Response:

June 18, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 had two different accounts that were activated on November 20, 2013. On April 14, 2014, **. [redacted]’s accounts were cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s accounts were charged an early termination fee in the amount of $820.00 for each account.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. **. [redacted] has been in contact with a member of our corporate office that handles business accounts and Hughes has agreed to waive the balance on both accounts in addition to be refunded the amounts paid on those accounts.

At this point, the details of the refund amount are being worked out with **. [redacted] and our business accounts department.

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: hughesnet's system is rotten. they promise everything and deliver nothing. download speeds are deplorable. they are impossible to contact either by phone or e-mail. since they provide internet, contacting them by e-mail is especially difficult since, like I am complaining, their service is positively rotten. they are an embarrassment of an american company.Desired Settlement: I would like to see them return to my house with a ladder, get up on my roof and remove their dish and all associated equipment, throw it in a trash bag, then leave me alone for the rest of my life. I do not want any further billing. I want them GONE.

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on July 31, 2013. On March 12, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $325.00.

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

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $162.50 to his account representing half of the early termination fee.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: 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: They took money from my bank account without my permission. I DID not authorize this, nor was I aware of them taking this. It is almost my husbands entire unemployment check.Desired Settlement: Refund the $120 you took from my card so that I CAN PAY RENT>

Business

Response:

June 17, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on November 20, 2012 and requested to be refunded for a charge that she says she didn’t authorize on May 28, 2014. **. [redacted] was assisted by another member of our executive department and a refund of $114.79 was processed on June 2, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: 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,

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.

Review: Hughes Net charged my acct when they were not atourisedDesired Settlement: DesiredSettlementID: Refund

I want my money back

Business

Response:

June 9, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we are unfortunately unable to contact the **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. We are unable to locate **. [redacted]’s account information. In order to bring resolution to **. [redacted]’s complaint, Hughes would need the account number or phone number associated with the complaint. **. [redacted] may contact me at the number below. Hughes is wholly committed to clarifying the nature **. [redacted] 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]. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: When they were told what the household did for internet interaction, we were told they could handle this and more. Was told to get there gen 4 program for maximum amount of download speed. Now after just 1 week from date of install we have the slowest internet ever. Can not work from home, download any movies or evem get an email with out it taking up to 20 minutes per page.

When I called the company, they told me I have used up my alloted time, first time that was mentioned, and would have to pay an addition 5 dollars a day to get the internet back up to normal speed due to my households overuse.Desired Settlement: I want my money back that is what. I want a better ad sent out to homes in rural areas who have to rely on a satellite service and not have them lied to. I know I am in for a fight due to everything I have read and been told by previous customers. I do know it is my fault I did not ask around first, but I do feel that disclosure on being penalized is also their fault.

The account may be under [redacted], Same address as submitted with this report.

Business

Response:

September 27, 2013

Review: In February, I called Hughesnet to see what type of internet they offered. The sales rep was a very smooth talker. Before I knew it I was giving him a credit card to hold my appointment for march. I told him specifically I did not want anything charged on that card & I need to authorize it first. He also told me if I was unsatisfied I could get a full refund with in 30 days. He offered me to lease the equipment for a low monthly fee or purchase the equipment for $400. At the time, I could not decide what to do. He said I could wait & give them the answer at a later date. The guy came out to install the Internet, I asked him about the leasing or purchasing of the equipment. He said he has nothing to do with that. He is just contracted. The next thing I know, my credit card was charged $400 when I never even gave them an answer. The satellite Internet was installed in my home and my family Was not satisfied with the product. So I called with in 30 days to get my refund. That's when I found out I could only get $200 of the $400 back. Everything with this company has been the biggest hassle. I was told they would send a prepaid box with in 7 days to mail the equipment back. I was to ship 3 items back to them to get my refund. 2 weeks later. No box. So I called. This went on 3 times. They kept telling me their records show the box was sent to my home. But it never was. I ended up having to go to ups pay for it myself knowing hopefully they will refund the shipping money back. That was another hassle. The package had arrived to Hughesnet so I called to get my money back. They said they did not receive the 3 items they requested. Even though the lady at ups placed them in the same package. So after dealing with that for a month & opening up a claim with ups because the lady who packaged the items remembered me. Hughesnet finally claimed they received all the items. Since I have been having such a horrible experience with this company I fought to get my full $400 back instead of just $200. I finally settled for $300. I was told 45 days to process a refund. This was in June.. Hughesnet claims they mailed me a check July 12th. I called today, September 16th & I have nothing. I have been dealing with Hughesnet for 6 months now. I am done. All I want is my $300. & it seems to be impossible.Desired Settlement: I would just like my $300 refund. Whether its a check or back on my [redacted]. I do not care.

Business

Response:

September

27, 2013

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: When I signed up for this service, it was suppose to cost me no more than $56.43 per month with taxes. They have raised the price and the service has decreased in value. I buy restore tokens, when I go over my daily limit. When I use a token it will not restore my service completely. It will only give me 50% of the value of the token. I am in school the service is less than what I was told it would be. I have to pay $12.50 for 3 tokens. I have contacted the company every month since I got the service in March 2013. I ask to be taken off auto draft in April, and they have not taken my account off auto draft as of yet. Every month when the 4th comes and they try to debit an account that is no longer serviceable, they shut down my service for non payment. I have paid the bill on the 18th or the 26th of the month and they still shut down my service. They charge for a whole month and I pay, never get to use the service for a month. I have refused to pay my bill and always end up paying it because they promise to correct the problem. The very next month, I am on the phone again with the same issue. They want to charge me $5.00 per month for paper billing because they can not e-statement me a bill each month. The customer service is the worst, they just tell you what you want to hear on the phone. This service is the worst I have ever experienced in internet. It is satellite service and I can live with a few outages. They could care less, you are in a two year contract and all they want is the money. I ask them if it was O.K in May if I could not pay my bill until June, Because I had two kids graduating and was assured it would be. I had a collection agency call me as well as a box delivered to my house to return the equipment, by the end of May. The only solution they can offer me is more expensive service and another 2- year contract.Desired Settlement: I just want them to get there service out of my house and for all the aggravation they have caused me. They can tear up the remainder of my contract. The service is less than we agreed upon, therefore why am force to pay for something that is less then what I am receiving. I worked nine years for a internet/cable and telephone provider and I knew there would be issues with the service. This however is the worst I have ever seen. 75% of the time bad service.

Business

Response:

September 23, 2013

Review: Unauthorized withdrawal of monetary funds out of account, after setting up direct billing.

When we signed the contract we explained to them and signed that we wanted to be directly billed and not have the monthly payment withdrawn out of my personal bank account. The only thing that we agreed on was having them taking the deposit out of the account. And when the withdrawal of the money was occuring I contacted the company and they told me that you can't do that. And I said then what is the point in me signing the paperwork when the installer came out. So when we signed up and they said if we were with them 6 months or more and we are very unhappy with the service, we can cancel, no strings attached. But come to find out that they charged us 400 dollars as a early cancellation fee.Desired Settlement: I am looking to get 250 dollars, because I had to completely shut down my account so they couldn't take any more of my money out of my account.

Business

Response:

December 13, 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 December 3, 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 some concerns regarding the sale and service, and his attempts to cancel his HughesNet account seeking to cancel without penalty, and a refund.

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 June 20, 2013. **. [redacted] contacted our billing support team to explain he unhappy with his billing method applied, and that 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 under review.

Hughes has agreed to waive **. [redacted]’s $355.00 early termination fee and his last service fees, **. [redacted]’s account to a zero balance.

We sincerely regret any inconvenience Hughes has agreed to refund **. [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: 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

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