Hughes Network Systems

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I spoke with [redacted] today at HughesNet and she answered further questions which I had for herWe agreed that if things go haywire with the service at a later time, that I would call her directly Regards, [redacted] ***

July 15, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt 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 February 17, On May 22, 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 $A sales call review indicated that [redacted] was informed that [redacted] jack was compatible with our service; however she was informed on February 19, that Hughes didn’t guarantee the service for [redacted] jack and it was supported by HughesAt that point [redacted] was within her day period to cancel without penalty but didn’t request a cancellationTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per monthRegarding [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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties [redacted] experienced with our service, we have issued a credit of $to her account representing half of the early termination fee a one month service in the amount of $ We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours, Darron W [redacted] Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: They did issue a refund of $but that is because they had over charged meThey had canceled my account without my authorization prior to this while my account was still valid and paid in fullThey did this because I was out of the country and they tried to call my phone; obviously I can not accept calls while I am out of the countryThey disconnected my service and charged me $without my authorization which caused me unreasonable problemsThe fact is, they did not refund the entire $cancellation feeAlso, as they stated in their response I was supposed to sign a contractI never received or signed a contractAlso, they say that the contract does not start until you are days into the service in relation to the terms of early termination feesThis means that the contract, that I did not sign, should not have been valid until days into the service and I expressed my concerned prior to both the days and daysThis company is lying Regards, [redacted]

On March 8th I called to cancel due to bad service, I was sold on an upgrade and a monthly discount to keep my bill the same with a credit that month of $On April 8th my bill was dollars moreI called and had it pushed to May's bill because apparently they had no idea what was going on so I paid the bill for April and woke up to the extra dollars credited separately from my bank account (without approval) with no email confirmation like requested for my approved paymentI have spoken to representatives today, one hung up on me and another would just NOT transfer me to a supervisor at allThey told me I cannot get my money back and yesterday's promise could not be fulfilled, now I need to figure out how to pay my water billThank you Hughes Net for such horrible customer service, it shows your true value and customer careI should have just cancelled in March like I was trying to do

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The "Early Termination Fee" was already waived by a Hughes Net Supervisor, as I already expressed in my original complaintThe $was paid on the 17th of April as indicatedI consider that "Ransom" money, as I did not owe it in the first placeIt is ransom money, as I was receiving nasty letters from a collection agency, threatening to harm my credit rating if I didn't payAll fees were already "waived" prior to paying the $what on earth is this money for? I am not satisfied with this response, at allI will be happy with a 100% refund of my $that was extorted from me Regards, [redacted]

After more then a year of complaints about our reception not working, new equipment installed and the installer telling us the dish was not working right we finally decided to cancel! After several requests to cancel they then told us we had a three year contractWe did not, nor did I sign anything ever! My son, the person who originally scheduled the installation had to pay for all equipment before installingNow they want for the equipment and a termination fee on top of thatWe want it off but they just keep billing me! This is the worse service I have ever experienced!!!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] We am rejecting this response because: We are being told if we have issues with the equipment we are renting each month we will have to pay a express repair to have it repaired So what other company do you rent equipment from that chargers you to fix a problem with there equipment We have never had an issue with the data usage and exceeded allowance as stated in this response and the previous one At no time were we informed or was a troubleshooting call made The wire out side was tightened and the problem has not happened again So when we could not use our internet for several weeks due to this problem on and off it was in the equipment outside and I still had to pay for this service This company has very poor customer service, charges it's customers to fix there equipment when it is being rented each month We would not recommend it to anyone Regards, [redacted] and [redacted]

August 14, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear [redacted] : In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’s service was activated on May 14, 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy We have agreed to waive half of the early termination fee if he decides to cancel his serviceWe 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 considerationVery truly yours, Darron W [redacted] Executive Customer Support###-###-####[email protected]

Hughes Network Systems falsely presented themselves in our opinion during my initial conversation with a customer representative I was not told upfront that Hughes Net has a data cap usage When I and my family tried to use our wireless devices simultaneously or individually, we could not because the data usage was rapidly dwindling within a two day's time Their solution was to purchase more data to lengthen the usage, but that only gave us an extra day's reprieve I had their service for only a month and when I voiced my concerns and opted to discontinue their service, I was told I would have to pay a $disconnect fee This is highly exuberant and outrageous I told them had I known about the data cap, I would have not gotten their services They only tried to bargain me into getting a lesser internet plan In the interim I was sent a box and instructions on what equipment had to be returned to the company Among the equipment to be returned was the radio transmitter, which is attached to the satellite disk on top of the roof My husband and I have no way retrieve this item, so I called Hughes Net and asked if someone could come out and remove it for us They said yes for an additional $fee I was mortified that even though that received $from us, they would continue to want to charge us for removing their equipment, that is attached to my roof To ask a customer to go upon the roof and remove a device is unfathomable to me Hughes Net has represented themselves very poorly from the beginning They don't let people know their true service provided and they penalize the customer when they want to discontinue the service I would never recommend Hughes Net to anyone and I hope they revisit they practices

April 30, ** [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-Re: [redacted] Complaint ID [redacted] Dear ** [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we have contacted ** [redacted] to resolve the outstanding matter It is our understanding that ** [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ** [redacted] ’s account was activated on June 27, Regarding ** [redacted] ’s concerns that Hughes status meter having a virus, we have no documented instances of the status meter containing malware or any other related virusRegarding ** [redacted] being billed more on two occasions, he had express repair added on his account in January and was charged a prorated amount of $and in February he was charged the regular rate of $Express repair was removed after the February invoice generatedHaving express repair allowed ** [redacted] to have a technician dispatched to his site in January with the benefit only paying a copay and not the full amount of $In light of the difficulties that ** [redacted] may have experienced with our service we have issued a complimentary one month credit in the amount of $to his account 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]

August 7, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] Case # [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 HughesNet service “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” Hughes values MsHayter as a customer and we wish to retain her businessIn light of the difficulties [redacted] encountered with our service, we have issued a one-month service credit to her account in the amount of $ Furthermore, Hughes has created a complimentary field service dispatch to thoroughly evaluate [redacted] ’s system components in hopes of meeting her internet service expectations [redacted] would need to 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 faithIn 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, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

April 17, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 ** [redacted] to resolve the outstanding matter It is our understanding that ** [redacted] has some concerns regarding her HughesNet service In order to bring resolution to ** [redacted] complaint, Hughes would need the account number or phone number associated with the account** [redacted] may email her account information to the email address below putting my name in the subject field or she may contact me at the number below for closure Hughes is wholly committed to clarifying the nature ***’s concerns and expectations relative to her accountWe look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with *** Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

April 24, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 Relative to ***’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plans Hughes is unable to revise the Fair Access Policy due to shared bandwidth Unfortunately we cannot revert back to the original Fair Access Policy While Hughes makes every effort to disclose our benefits and limitations, Hughes understands ** [redacted] frustration and concern After further review, ** [redacted] has been working with our community support team to uncover any underlying issues with her serviceWe have also added complimentary tokens to her account We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

[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] Complaint: [redacted] I am rejecting this response because: I was never notified of the lack of return of the equipment in any way shape or form. HughesNet deducted the $214 from my checking account without notification of any kind, causing $112 in overdraft fees to be incurred by me and an additional $16.80 in costs to me to return equipment I was advised the day of termination, I was not required to return. I included, with the equipment they claim to have received on 2/24, copies of my bank account transactions at that time, reflecting I had sufficient funds to cover the charges I personally authorized and the four $28 overdraft fees I incurred due to their unauthorized withdrawal from my account. I also submitted a detailed letter explaining everything that has happened since the day my service was installed and a copy of my postal receipt to return this equipment. Hughes Net made no attempt to resolve this equipment issue prior to removing funds illegally from my bank account. They have an alternate email address, of which they have sent me several emails previous to this situation, including a final bill reflecting I owed nothing further on my account. They have my mailing address and two phone numbers to call me and made no attempt to contact me using any of these methods prior. I feel Hughes Net owes me the $112 in overdraft fees they caused and I was promised a $30 credit for returning this equipment the evening I filed this complaint, by the "Supervisor" who called me back. Please see the attached letter and copy of my bank transactions I submitted with the equipment they received on 2/24. These people are nothing bud frauds and it's time someone stopped them from handling Customers in this manner. Regards, [redacted] ***

April 30, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear *** [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact ** [redacted] to resolve the outstanding matter It is our understanding that ** [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ***’s service was activated on February 28, Regarding ***’s request to be credited for his purchased equipment, ** [redacted] was actually an instant of credit of $when the service was installed and the cost of the equipment is $The $that ** [redacted] paid was for installation at $199.99, the first month of service in the amount of $and taxesInstallation costs are non-refundable as described in the subscriber agreement and the instant credit offset the cost of the equipmentThere is no protocol in the install guidelines that says pre-existing cables can’t be used, however if the installer disconnected another service during the install it must be escalated to the distributor to be resolvedWe will be happy to contact the distributor on ***’s behalf to initiate the escalation if the problem still persists In light of the difficulties ** [redacted] experienced with our service, we have issued a one month service credit in the amount of $to his account 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 considerationVery truly yours, [redacted] Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I did not order "express repair" I was slammed with it from the rep as we discussed a connection issue that I fixed as we spoke [redacted] rep, Hughesnet status meter was confirmed to contain malware, virus by [redacted] case# [redacted] performed service.Regards, [redacted]

May 14, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 HughesNet service Please be advised that when ** [redacted] subscribed to the HughesNet Service; she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service, prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy In addition, customers are required to initial and provide their signature upon installation that they agree to the terms and conditions of our service “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” After further review, the account is currently cancelledAfter cancellation, we issued refunds of $and $totaling $which covered the early termination feeThe early termination fee charged to the account totaled $ Unfortunately, we will be unable to issue any additional refunds to the account ** [redacted] may contact me at the number below with any additional questionsWe sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationVery truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

[To assold, us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no recanceled es received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: [redacted] stated in his response, that someone has been dispatched to remove the radio from my roof, as s a courtesy to meThat is not trueI have requested several times that a responsible service person be sent to my home to remove the radio, as I will not climb up on the roof to remove itAt yrs old, I don't need broken bones from a fall From the beginning I have received very lousy service, that is why I canceled the service so soonThe customer service reps have no clueTo resolve this all I ask is someone take all of their equipment back without additional charges to me The damage that their service person has done to our home already I will handle myselfIf when or if they agree to remove their radio any other damages done they will be expected to be responsible for Regards, [redacted] ***

May 12, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-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 her HughesNet service After further review, the account has been cancelled dated back to the original request as of 2/24/and the early termination fee has been waivedThere is a remaining balance of $which is the unreturned equipment feeIn addition, we have resent the box to the new address which should arrive in to business days We spoke to ** [redacted] on 5/12/and she has confirmed arrival of the boxIn addition, based on the issues with returning the outdoor unit (radio); Hughes has instructed ** [redacted] to just return the modem and power supply cordOnce we receive the remaining items the balance of $will be waived, bringing the amount due to $ We notified ** [redacted] of our decision on 05/12/and she may contact me with any additional questions We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationVery truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

December 15, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- Re: [redacted] File# [redacted] Dear Mr [redacted] : In response to your letter it is our understanding that Ms [redacted] has some concerns regarding her service and the return of the equipment Our Executive Customer Care representative reviewed all pertinent database recordsAfter further review, please be advised that when Ms [redacted] subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within (45) days after the cancellation dateBased on the tracking number, only the modem (indoor unit) was returnedThe outdoor until (radio) shows as not received However, we have made and exception regarding the return of the radio and issued a credit of $The current balance is $ We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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,EF*SrExecutive Customer Support [redacted]