Hughes Network Systems

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: I've been experiencing extremely low speeds with my HughesNet Service for a very long time. I contacted customer service for assistance with this: I pay $78.43/month for Basic Internet service which 1.0 Mbps, with typical speeds of about 550 Kbps to 650 Kbps during peak times. I've only been getting maximum 0.23 Mbps at any given time which makes internet browsing nearly impossible. I engaged in trouble shooting for almost 2 hours via the phone and nothing changed. I requested to speak to a manager who did the same exact trouble shooting which resulted in nothing being changed. His solution was to offer an upgrade for an additional $20/month. As someone on a fixed budget this is ridiculous. All I want is the service I've been paying for. What is the purpose of having this service if it cant be used. Other things to note are: the manager was terribly rude and kept telling us he saw nothing wrong with not being able to browse the internet and nothing was wrong with our service from his perspective. I have a brand new computer, ran all the diagnostics to ensure the problem wasnt on my end. After all this time the resolution is to pay more for mediocre service? How about a refund for the past year of egregiously less than advertised speeds.Desired Settlement: An upgrade at NO ADDITIONAL COST or repair of my current service so that I get what I pay for.

Business

Response:

September 10, 2013

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: 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: 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: 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: I have only had this internet servixe for a little over a month. It had been very unrealiable and the wi-fi goes up and down. I was told BEFORE I even got the service...on my call to see about getting their service that if I signed up for paperless billing I would get a paper bill the 1st month and then it would swith over to paperless. My card would be charged on the date shown on the bill, unless I paid it before. OK...that is fine. HOWEVER...my card was charged on 11-18-13 for 69.00. I got an email telling me I could view my bill on 11-19-13. I have never been able to view that bill online...I don't know if it is their program or the fact I don't ha e a computer, just an android phone. I have yet to get a paper bill. I don't know what the 69 is for...my bill is supposed to be 40. When I called on 11-20-13 and talked to [redacted] a supervisor, he never explained any of this...told me the paper bill I had to go in and sign up for and that he couldn't refund me. he also declined to let me talk to his supervisor, because "there is noone higher" he did take me off of automatic billing.Desired Settlement: I want a refund of my money until I can see a bill and pay it when I have the money next week. I told them that...but they didn't care

Business

Response:

December 4, 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 November 20, 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] had some concerns regarding billing and payment method for her HughesNet service.

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 October 16, 2013. **. [redacted] states her unhappiness with Hughes policy of charging a $5.00 monthly paper invoicing fee. **. [redacted] ordered her service through a third party sales source, [redacted] (SA).

Hughes values **. [redacted] as a customer and we wish to retain her business. Our Executive Customer Care representative found that Hughes had already applied a service discount of $10.00 off her next six months of service, and changed her account to invoice billing.

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

HughesNet service. Hughes maintains a $5.00 monthly service fee to offset the cost of invoice generation, mailing, and processing. Hughes’ customers that maintain a credit or debit card for the purpose of paying monthly fees are not charged an additional $5.00 per month fee.

Hughes’ subscriber agreement contains definitive statements regarding the $5.00 per month invoice generation fee. Hughes will continue to monitor the performance of **. [redacted]’s service; we are committed to working with **. [redacted] to ensure she is satisfied with her repair. Should **. [redacted] remain unsatisfied with the performance of her service, Hughes will allow **. [redacted] to cancel the account without an

early termination fee.

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 called and cancelled my HughesNet services due to lack of advertised speeds. After a week of troubleshooting it was still bad. We were mailed a box to send our equipment back along with a prepaid return label. I called on 9/30/2013 to ask about how to remove equipment from the satellite dish that was on my roof. I then sent all the equipment back, this included a radio receiver from the dish and then the modem and cords. I packaged it according to their instructions and mailed it back using the prepaid UPS label that they sent to me. I then noticed they never refunded my prorated portion of the first month that I had paid for, and I also started getting emails stating "your hughesNet bill has been generated". I called back only to find that someone had fraudulently reactive a my account when I called on 9/30/13. During my first phone call on 11/13/13 I did not have my case ID# and the CSR told me they had no record of me ever calling and that I was wrong. So I searched frantically through my papers and found it! I called back and the new CSR apologized and also said all case ID's are attached to my account and could be looked up. Everything was confirmed correct and he went back and refunded all my automatic payments they had debited and re-cancelled my account. Everything seemed fine, until I got an email saying they were sending me a box and prepaid label (AGAIN) to return my equipment which I had ALREADY returned. I then called again and the CSR said "we never got your equipment, well I see we only got back part of it." Then I argued that if they had part of it they had all of it because I put them both in the box like the instructions said to do. The CSR then asked if I had the tracking number for the box I returned to them. Are you kidding?! They sent me the label, not the other way around. If they had any accountability they would have that UPS tracking # in the case ID. I only had record of the tracking for he box they sent me, not the prepaid label inside. I was told they would follow up with this and all me back. I have heard nothing and now I have a new email on 11/28/13 saying my new HughesNet bill has been generated! I've already cancelled twice! How do I have a new bill!!? My case ID's are #[redacted] #[redacted] #[redacted]. I just want HughesNet to stop fraudulent ally billing me for a service I cancelled almost 3 months ago!! I also refuse to be billed for equipment that I already returned to them.Desired Settlement: I just want HughesNet to stop fraudulent ally billing me for a service I cancelled almost 3 months ago!! I also refuse to be billed for equipment that I already returned to them

Business

Response:

December 12, 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 2, 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 cancelation date of her HughesNet service, and is seeking a refund, and no early termination fee.

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

Our records indicate **. [redacted]’s account was activated on August 28, 2013. **. [redacted] contacted our billing support team September 8, 2013 to cancel her account. **. [redacted]’s account was reactivated, in error.

**. [redacted]’s account was not closed as requested on September 8, 2013. Considering her overall experience, Hughes has agreed allow **. [redacted] to cancel her service with no $400.00 early termination fee. Hughes will credit and refund the service charges following her attempts to close her account. A service refund was processed on November 13, 2013 to **. [redacted]’s credit card on file in the amount of $110.84.

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: 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: 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: 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: I spoke with a customer service representative around September 6, 2013 to sign up for bundling my service with [redacted] for a discount.Later, I was unable to receive the discount I was told. I was also informed on a recorded phone call being told I was going to have a technician come to my home, install the internet, and he would show me how to check my data usage. 2 weeks later I was unable to access my internet. I spoke with HughesNet customer service in November and explained that I have not been able to get my internet to work correctly 2 weeks after I signed up. They explained that I have data overage every month (even though I had not been on the internet). They referred me to a company I had to pay to log onto my computer and disable all updates from running. They also discovered that there was a problem with the HughesNet website and a few others that I was blocked from viewing. One of them was the website I was suppose to be able to check data usage on. They explained that it was a HughesNet error however when my data renewed the following month I should be able to access my internet again. I gave it until today 1/29/2014 to get me back up and running. I spoke with HughesNet customer service and explained to them once again my issues and that they have not been resolved. I asked them to cancel my contract and they explained that it would be a $350 early cancellation fee. I told them that I do not feel like I should have to pay that nor any of the other months since I have not been receiving the services I signed up for. They said they could give me a $20 credit and some free tokens for in the future. I did not feel like that would satisfy me considering the issue with my service and I have no guarantee I would have internet usage in the future. I told them to keep my service on because I was not going to pay the $350. I would go another route instead. I called my bank to cancel my card to stop them from withdrawing any more from my account. The bank put me on hold to call the fraud department and flag them from making any transactions. The lady from my bank got back and the phone and informed me that they had just tried to take out the $350 cancellation fee that I had not approved. However, I had called the bank just in time to have it stopped. I feel like I have paid a lot of money to this company for a service I have not received. I did manage to find out before hanging up the phone with HughesNet that all of my phone calls are recorded.Desired Settlement: I have never dealt with a company nor customer service so terrible. I have never had to file a complaint before and hope to never again. I want a full refund of all payments made to HughesNet. Approximately $409.93 refunded, all future occurring charges erased, and my contract terminated at no cost. I feel I have been more than patient with this company and no longer wish to do business with them. I have stopped any future payments and will return all of their equipment once I have received my money back.

Business

Response:

February 18, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 service was activated on September 6, 2013. On November 20, 2013, **. [redacted] called to state she was experiencing technical problems with the service but wasn’t home to troubleshoot with technical support. **. [redacted] was referred to Home Tech Support to diagnose any issues with her computer and or router. The next communication from **. [redacted] was on January 29, 2014 to request to cancel service. At that time **. [redacted] requested to keep her service active while she disputed the charges on the account. We have informed **. [redacted] that if she cancels her service she will be subject to an early termination fee as a result of cancellation within her contractual agreement. **. [redacted] has been advised that while her service is currently still active, she will need to request a cancellation with the account management team by contacting customer support at ###-###-####. She can be sent directly to the account management team by saying the word cancel once she enters her phone number when asked by the automated system.

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.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $341.80 to her account representing half of the early termination fee, in addition to a credit for two months of service.

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: [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]

Review: I was charged $216.50 today on my credit card.

They received their equipment back on 03/07/2014, 10:17AM at [redacted], MD.

This is an unauthorized charge.

This service was installed 02/23/14 and disconnected & cancelled on 02/25/14.

I had to file a Revdex.com complaint at that time to get a partial refund.Desired Settlement: I want a full $216.50 refund for this erroneous charge.

Business

Response:

May 15, 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 February 23, 2014 and requested to cancel her service on February 26, 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. Hughes’ subscriber agreement contains specific language that states customers must return their equipment. “If you cancel within 30 days of activation:No Service Termination Fees will be charged. You must return your HughesNet modem, radio, and power supply within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).”At this point we have created a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned. In addition, we have sent a prepaid label so that **. [redacted] can return the equipment without incurring shipping charges. As soon as we receive the equipment, we will credit the account in the amount of $216.50 and that amount will be refunded to the card on file. We informed **. [redacted] of our decision on May 15, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I am currently a hughesnet customer paying for service of internet to my home. The internet service I am paying for is inadequate and sometimes will not work. I made an attempt to cancel the service due to these problems and was informed I would have to pay 250$ cancellation. If I were receiving close to the advertised service I would not argue this fee however I am getting .4 MBPS speeds as apposed to the advertised 7 MBPS. I understand that sometimes the advertised speed can't be achieved due to geographic location, however the ISP should be able to make a representation of local speeds based on Other contracts in the area. Basically I would have never agreed to this service had the Provider made the correct representation of the actual service I would receive.

The service is far below what I am paying for of no fault of mine or the provider but I don't feel the cancellation fee is appropriate. I was referred to a subcontracter that trouble shoots connectivity problems through hughesnet and they are the ones who provided the actual speeds and checked my computer remotely which I was a little uncomfortable with. The actual speeds reported by that agency were download speed of .45MBPS and upload .21MBPS. No issues with my computer were found by that agency even though they spent a few hours inside my computer.Desired Settlement: I would like service discontinued without the fee since the service issue is no fault of my own.

Business

Response:

May 23, 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 his service. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “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.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, Hughes has performed diagnosed with his service and determined there are not any issues with his system components. However, we would need to do further troubleshooting to determine any underlying issues. After troubleshooting, **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating. At this point, we will be unable to waive the early termination fee. **. [redacted] would need to contact me directly to bring closure to 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:I understand the service cannot be guaranteed and would accept the fee if the speeds were at least reasonable. However .2 MBPS is unreasonable. I don't see how this can be concluded satisfactorily if the fee will not be waved and I have already contacted Hughes twice on this issue and nothing has been resolved. The consumer (me) apparently will just have to pay an additional 250$ to disconnect below average service. Had Hughes correctly represented them selves and the service they provide in my area then I would have never agreed to the terms. They hook you with terms such as should be really close to the agreed speeds. While I don't think .2 MBPS is anything close to 7 MBPS.

Regards,

Business

Response:

May 31, 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 additional concerns regarding his service. We understand **. [redacted]’s frustration. As previously stated, Hughes has performed diagnosed with his service and determined there are not any issues with his system components. However, we would need to do further troubleshooting to determine any underlying issues. After troubleshooting, **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating. Our speed test are determine by an average of speed test. At this point, we will be unable to waive the early termination fee. We would need **. [redacted] to contact me directly at the number below for closure to 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I understand the contract says speeds cannot be garaunteed. Speed tests have already been completed at Hughes net request through their vendor/subcontractor. No problems with my computer were found and seems to just be poor service. I am not going back and forth with the issue and at this point I am just going to pay the fee. It is unlikely I will ever recommend hughesnet to anyone I know due to the lack of concern for the consumer and the misrepresentation of the quality of service. Like I said before. Paying for 7 MBPS and getting .4mbps at best is below what any consumer would expect. Thanks!

Regards,

Review: HUGHES NET WAS MY INTERNET PROVIDER FOR FIVE YEARS THEY ARE THE WORST COMPANY TO DEAL WITH I CANCELLED MY INTERNET HAD TO RETURN THERE EQUIPEMENT WHICH I DID THEY CHARGED ME FOR A RADIO THAT IT HAS BEEN ON ROOF I HAD TO PAY SOMEONE TO TAKE DOWN AND I RETURNED IT THEY HAVE CHARGED ME $216 FOR IT AND NOW I HAVE BEEN TRYING TOO GET MY MONEY BACK I HAVE CALLED AND GOT THE RUN AROUND THEY ARE NOW WITH [redacted] AND HAVE TOLD ME TO CONTACT THEM I HAVE DONE BOTH AND AM GETTING NOTHING BUT THE RUN AROUND HUGHES NET IS THE WORST COMPANY IVE HAD TO EVER DEAL WITH THANK YOUDesired Settlement: REFUND AND WARN PEOPLE OFF THE COMPANIES BAD SERVICE

Business

Response:

June 3, 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 the return of her equipment. Our Executive Customer Support reviewed all pertinent database records prior to establishing contact with **. [redacted]. Due to leasing the equipment it is required that the customer return the equipment to avoid being charged an unreturned equipment fee. After further review, Hughes has issued a refund of the unreturned equipment fee of $216.00 to the credit card on file 5/06/2014. **. [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]

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: 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: 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]