Hughes Network Systems

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

Business

Response:

May 13, 2013

Review: Hughesn provides a service that is not remotely comparable to other competitors in its field claiming to provide DSL services. They advertise their service based on tiers of services seperated by preferred download and upload speeds. But they will also say download and upload speeds aren't guaranteed. For example, for 8 months I paid for their "Power" Plan which is advertised on their site to have a Down/Upload max of 10/1 Mbps and I never saw anywhere near those speeds at anytime. Then I switched to the tier beneath it which has a Down/Upload Max of 5/1 Mbps and received the same speeds as I was getting while on the power plan. My point is , how can they legally charge 40, 60, 80 and 129 dollars for different tiers of service when nothing differentiates these plans from each other other than the sheer possibility of maybe getting faster speeds. They are charging people more for the same service , its false representation of some sort and its clearly misleading and they are hiding behind technicalities in the wording of their advertisement. But I've paid more money for a higher plan when I would've gotten the same product as someone paying less than me.Desired Settlement: I'd like to have them cancel my contract and refund me my money and take their equipment back free of charge. Ultimately, I would like to gather the other customers who have experienced this same problem and stop them from continuing to misrepresent their services. if "Actual speeds may vary and are not guaranteed." then they shouldn't be allowed to post speeds and use speeds as a differentiation between each tier of service. Other companies in their field guarantee speeds on a minimum, which makes sense. Saying 'this is the least you can expect and this is what you will pay for this expectation'.

Business

Response:

June 20, 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 care 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. We have performed diagnostics and don’t see any underlying issues with **. [redacted]’s service. **. [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 http://customercare.myhughesnet.com. **. [redacted] would also need to take web responsive test as well. **. [redacted] would need to contact me at the number below to fully evaluate his service after he takes adequate speed test at the number below. In light of **. [redacted]’s issues; we have issued a one month service credit 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

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:In my complaint I've already acknowledged the fact that Hughes has said they don't guarantee speeds and that the listed speeds for download and upload in their advertisements are not guaranteed. I'm a certified IT professional so I'm well aware of what conditions affect network speeds. But they didn't address my concern which is the contradiction and false representation of their posted advertisement of services. For example, if a company offers 2 tiers of services there has to be something separating and differentiating each tier from the next. And in their advertisement posted on their website at, http://www.hughesnet.com/index.cfm?page=Plans-Pricing they have done that by separated their services into 4 tiers. And what they're response to my complaint basically said is that a person paying $129 a month is liable and most likely to receive the same quality service as the person paying $39 a month. Its completely misleading and unfair to pay more than someone else but get the same thing. Like if I paid for a full service oil change I shouldn't get the same type of oil change as someone getting a basic ESPECIALLY if I'm paying more. And if what they're response to my complaint is true there should only be one rate if at anytime they can throttle your speeds to anything as low as 0mbps and that there's nothing you can do about it but continue to pay $129 for service. Additionally the way it appears online is like if you get the Power plan you get speeds greater than 5 Mbps down and less than or equal to 10 Mbps but the speeds aren't guaranteed. Attached is the advertisement.

Regards,

Business

Response:

July 7, 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 care division of Hughes, it is our understanding that **. [redacted] has still has some concerns regarding his service. After further review, **. [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 http://customercare.myhughesnet.com. **. [redacted] would also need to take web responsive test as well. At this point, Hughes needs to know the speeds at which **. [redacted]’s service is operating to see if it falls below the threshold of his service plan. **. [redacted] would need to contact me at the number below to fully evaluate his service after he takes adequate speed test at the number below. In light of **. [redacted]’s issues; we have issued a one month service credit to his account. We attempted to notify **. [redacted] of our decision but we were unable to leave a voicemail. 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: 1. Hughes Net said I agreed to a 2 year contract for satellite internet service but cannot provide proof

2. I moved from the state of Arizona to Nebraska and was told I could continue my internet service with them in Nebraska to fulfill my contract

3. Hughes Net cannot provide the same service I received in Arizona. The service in Nebraska is far inferior to what I had in Arizona

4. Hughes Net is charging me a early termination fee of $350 though they cannot provide me with the same service

5. Upon moving they did not inform me to take off the satellite element from the dish and are charging me $200 though it is being utilized by the new tenants of the house.Desired Settlement: Waiver of $350 early termination fee, Waiver of $200 equipment return fee and proof of signed contract.

Business

Response:

August 22, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In

response to your letter to the Executive Customer Support division of Hughes,

we have attempted to contact **. [redacted] to resolve the outstanding matter. It

is our understanding that **. [redacted] has some concerns regarding her HughesNet

service.

Our

Executive Customer Support representative reviewed all pertinent database

records. Our records indicate that **.

[redacted]’s service was activated on January 3, 2013. On August 17, 2013, **.

[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, she expressly agreed that she

would be subjected to an early termination fee in the event she cancelled his

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 $325.00 to her account representing the early termination fee;

in addition we have manually received the radio transmitter since it’s located

at her prior address in Arizona. At this point, there is no amount due. **.

[redacted] will still be responsible for returning her modem and power supply. The

account will not bill for an unreturned modem and power supply until 45 days

after the date of cancellation. A new return kit has been mailed to the address

in Nebraska provided by **. [redacted].

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]

Consumer

Response:

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

Please do not consider this complaint closed until I receive my final invoice which they have promised to send to me but still have not received.

Review: internet all services did not work at all.

did not work at allDesired Settlement: did not help in any way possible until Revdex.com was mentioned.nothing I had worked for the whole 9 mo i8 had it. no lap top no x box. absolutly nothing.

Business

Response:

July 2, 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 Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. “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.” 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. After further review, we did troubleshooting with **. [redacted]’s service and determined the issues she encountered was related to the router she was using. In light of the difficulties **. [redacted] encountered with our service, Hughes provided a credit of $280.00 waiving the early termination fee and a one month service fee of $66.82 at the time of cancellation. There is a remaining balance of $94.26 that consist of unpaid service fees which needs to be paid to bring the closing balance to $0.00. A box will be shipped to the address on file. The equipment would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] wound need to contact me at the number 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: I was promised 100 percent satisfaction, and If I was not satisfied and cancelled service in the first 30 days I would receive a full refund minus installation cost to the installer.

I followed all of their rules and guidelines. I was given a date that the refund was processed. this date has been changed 3 times now. every time I call I am given the same story as they have to escalate the case. They have escalated the case 5 times now. Still have not received a refund as of 8/01/2013. I canceled service 3/22/2013Desired Settlement: to be refunded the money owed to me.

Business

Response:

August 8, 2013

Review: The service [redacted] there charges [redacted]...There service is nowhere near worth the $70 they are charging for. There charges are fraudulent....I have to pay more money ontop of the normal monthly amount..To get service that I pay $70!!!!! a month for to restore service because its limited???? What M I paying $70/Mnth ?????? My bill by the end of the month comes to double my bill and that ok??? I will be having my service disconnected..Im not certain I will be paying $65.65 this coming month I dont feel that I have been provided with the proper service that is worth that amount..It slow its limited is wrong....Why cant I get 30Mgps and unlimited data for that price/???Desired Settlement: Just a Aplogy and An explanation for such awful service

Business

Response:

March 13, 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 her service.

Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on September 5, 2013. Relative to **. [redacted]’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. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Cancellation of acct due to non working equiptment and change of devices, company continued to charge bank acct when service was not active.

We have been customers with Hughesnet for several years due to the company being the only source for our rural address. Hughesnet allows a limited amount of activity and should the consumer go over the allotment of usage, the company will reduce thr speed of service dramatically, or allow the consumer to pay for them to reset activity, In August of 2013, our box stopped working completely with no activity and at the time we decided to go with a remote device through my husbands work. At that time I cancelled my service with Hughesnet as we were already past out two year contract. � Since that time, I came to realize that Hughesnet continued to charge my account. The company had even sent a representative to our door to try to engage us in their new Gen4 service and we declined. I contacted the company who would only repeatedly state there was no recordof cancellation and they would only reimburse me one months fees. Hughesnet ontinually monitors its customers usuage and there has been no connection or activity for atleast 10 months. They are a company with a track record of sketchy practices to begin with and have essentially stolen from us for months on end. I expext a full refund from this company.Desired Settlement: I expect a refund in the amount of service over the past 10 months at $78.43 per month, in a total refund amount of $784.30.

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 attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service. At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers on our billing policies. “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at www.myHughesNet.com. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement” Regarding [redacted]’s request to be refunded in full dating back to August of 2013, Hughes’ subscriber agreement states that any billing dispute must be made within 15 days of being charged. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our billing policy. A credit of $235.29 representing three months of service has been placed on the account. That amount will be refunded to the card on file. Between December 26, 2012 and May 26, 2014 there were no calls into Hughes on this account and the only documented request to cancel was on May 26, 2014. We can’t issue a refund in full as requested because it is the responsibility of the consumer to track charges that are set up as automatic payments from a card or bank 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]

Review: Hughes didnt cancel when I requested, Hughesnet had disconnet calls when I was in my 30 day trial to cancel. Will not pay me back.

I have had issues with them from day one. But the basics that I am wanting to fight is my money, they are only suppose to withdrawl on the 19th, they have been trying through out every month. I had cancelled on November 2nd, and they changed me for Novemeber and December They had stated that I wasn't disconnected, even though we hadn't used our service, I had told them to cancel as well as I sent the box back due to they sent me a box in November to send them their ite**. NOW they are telling me I will have a 355 dollar cancel fee on top of 145 that they had charged me after cancelling their service. I feel as though I had been scammed. They will not refund me at all, and are not willing to listen to me.Desired Settlement: I want my November and Decemeber refund of 145.56, as well I dont feel I should have to Pay a cancellation fee since every time in my 30day trial that I had wanted to cancel they would discount me.

Business

Response:

December 31, 2013

**. [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 Care 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.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Our subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.”

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] encountered with our service, we will cancel the account and waive half of the early termination fee. We have added a credit to her account in the amount of $141.59 for the months of November and December. We are currently awaiting a return call for verification of **. [redacted]’s preferred cancellation date. We left a message notifying **. [redacted] of our decision on December 31, 2013.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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 Support

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

[email protected]

Review: I have been trying to cancell our internet service and Hughes Net is not paying any attention to my request. According to my bill internt service should have bee cancelled on 2-22 2013. We stoped using it on 2-15-2013 and disconnected it. I tried to cancell the service a few months eairlier and they told me that it would cost me $400.00 to cancel it. They then talked me into paying $70.58. I took the deal at that time because I couldn't pay them $400.00 to cancell it. In February I tried to contact them to cancell my service, couldn't get ahold of the by phone oe by their computer site. Their site hasn't worked for me since I installed it. I even canceled my debit card so they couldn't take any money out of my account. They sent me a email telling me that my bill was generated on 2-12-2013 and I sent one back to cancell my account. They sent me a bill on 2-15-2013 for $70.58 I paid the bill and wrote to them telling them to cancell my service. And I also called them to get it cancelled and they didn't. On March 16, 2013 I got another bill for $102.01. I called them and asked them why I got this bill instead of sending me a final bill like I had requested the month before., and they told me that they did not cancell my service because I took the price reduction deal. I told them that I wanted my service cancelled and if they didn't I will call the etter Business Bureau, I talked to [redacted] and he gave Me a ID# [redacted]. I first weeek of April I got a phone called from Hughes Net telling me that they was concerned that I didn't pay my bill, I asked them if that was the only thing I was concerned about since I had cancelled my service. And she asked me if my contract was up yet. And I replied to her that the contract was on their site and I couldn't get on it to see it. When I signed up with their company they took it with them and did not give me a copy. They didn't tell me that the internet was limited and I could only use it for a certain lenght of time. so I increased it and all it did was run my bill up and I still had no internet for the whole month.Desired Settlement: I want out of their internet services, because it is getting to expensive to pay. And I want my credit rating to stay the same.

Business

Response:

April 25, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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]’ service was activated on October 11, 2012. On November 29, 2012, **. [redacted] requested to cancel her service but accepted a retention offer. No other calls were received from **. [redacted] until March 20, 2013 at which time she requested to cancel her service again but disconnected the call once the agent informed her of the early termination fee for cancelling during the 24 month commitment period.

Regarding **. [redacted]’ 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]’ 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 $84.22 to her account representing the final bill for service, and we have waived half of the $355.00 early termination fee. In addition, a box and pre-paid label will be sent so that she can send her equipment back at no charge. **. [redacted] disconnected the call before any of this could be mentioned to her.

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

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: Hughes Net called me on April 25, 2013 at about 10:00 am. Accorrding to their response I had not contacted them until March 20, 2013. I did in fact contacted them by phone on or around February 26, 2013, and I also sented them a letter. For some reason this company don't have any record of my letter or my phone call, which tells me that there is something very wrong with their bussiness tactics. And when I tried to tell them that they was wrong in this matter, they implied that I was lieing that they always have some kind of note on my file every time I call them, wheither I can get them on the phone or not. They had imformed me that it was their policy that when ever anyone cancells their service before the contract was up that they charge $400.00 and that I was told that at the day the put it in. No I was not informed that and when I asked them about the contract that I signed they told that I could get it off their web site, which I couldn't get too because it did not work. I still don't have a copy of that contract and I asked them for it 3 times. When I contacted Hughes Net about why they are sending me another bill, since I had cancelled their service in February they told me that they had ingored my request. And send me 2 more bills for $102.01, they was more concerned that I was late on my payment instead of trying to figure out why I cancelled my service and continue to harass me about my bill in 2 more phone calls.

The reason why I am rejecting this reponse is that I did call Hughes Net today, April 25, 2013 at about 10:30 am., I talked to [redacted], she had informed me that the bill I paid in February was my March bill for the sum of $ 70.58 was my March bill and that they owed me a refund because I had stoped using their service on February 20, 2013. She also told me that they are going to bill me half of the service fee, which is $103.42 in which they will send me a bill for that amount and that they will send me a box in 5-7 days so I can return their equipment within 45 days. In the said letter that you send me they said that I wanted my service cancelled on November 29, 2012, if that was within the safe time zone to cancell the service, why would I accepted an offer of of paying a cheaper rate instead of getting out of my contract. No, the told me that I had to pay $400.00 to cancell early.

I want to make sure that they follow through with what they say.

Regards,

Business

Response:

See Attachment

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 had sent them a check for 103.42 and I sent the equipment back. It would be nice if they let me know when they received it.

Review: I tried HughesNet for a 30 day money back guarantee. The service of internet was not good, so I decided to cancel. When I ordered the service, the agent did not tell me the satellite dish was going to stay if I decided to cancel. The installation agent also did not inform me of this. Had I have known the dish would stay attached to the house if I cancelled, I would not have agreed to the terms. Customer Service informed me that if I wanted them to remove and pick up the dish, I would be charged. This is a practice that should be included in the notices given to customers.Desired Settlement: I would like the dish removed and disposed of without a charge.

Business

Response:

June 4, 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 HughesNet account. Our Executive Customer Support representative reviewed all pertinent database records. Per the terms and conditions of our service; customers’ are responsible to remove the dish from the roof. In light of **. [redacted]’s issues with our service; Hughes has created a complimentary dispatch for a tech to arrive on site and remove the dish. A technician will contact **. [redacted] directly for a convenient timeframe. The footplate attached to the roof by screws is the customers’ responsibility to remove. **. [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: Last year my husband and I switched to Hughes net. After a week, the product stopped working. After calling the company I was then, and only then, told that we had to pay for each download on the internet. We were always under the assumption that we had unlimited wifi. I decided to cancel the service and was told that was fine, since I had done so within the window of cancelations. We never heard back from them and a year later received a letter stating we owed them $211.00. Had they had our credit card on file they would have just taken the money. I called them to ask why we owed them and why it had taken them a year to contact us. They said we had a receiver that needed to be returned. I informed them, that had they asked us a year ago, that I would have returned it immediately. They said they would send me a box and that I should ship it. Two months passed with no box being shipped to us. I had a reference number from the lady that set it up.

Today I get a call from a collection agency stating we are in default for that money. I called Hughes and they said the box was shipped and after looking up the tracking number, said it was in route. But still they sent us to collections.they refuse to remove us from collections even though this is their error. This is the worst company I have ever dealt with.Desired Settlement: I want this company to remove us from collections and get us a return box for the receiver.

Business

Response:

December 12, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 the account is

registered to [redacted] and was activated on November 9, 2012 and requested to cancel his service on December 7, 2012.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. We spoke with **. [redacted] and explained why it took so long to receive notice about the unreturned equipment fee. As a courtesy, as soon as we receive the tracking number from **. [redacted] indicating that the equipment has been sent, we will credit the

account in the amount of $211.00 to bring the balance to $0.00 rather than wait for the equipment to be received and checked in. Once the balance has been cleared the collection activity will stop in a matter of a couple of days. 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. We informed **. [redacted] of our decision on December 12, 2013.

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

Very truly yours,

Executive Customer Support

[email protected]

Review: Charging me more than discuussed on phone

I was told that the internet service would be $39.99 a month. My first to bills were $67.77 a month. So I called and was told that a modim fee for $9.99 was additional, plus a $11.25 fee for some kind of service protection naturally plus tax.Desired Settlement: I want out of the contract, and my money back as the service is as bad as dailup.

Business

Response:

February 26, 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 account was activated on December 12, 2013.

While reviewing **. [redacted]’s account, our records show that **. [redacted] called and had concerns about what he was being charged for on his bill. **. [redacted]’s first bill consisted of monthly service in the amount of $49.99 with a $10.00 service credit plus $9.99 for the modem rental and $11.95 for express repair which can be removed at any per the customer’s request. The express repair is always credited on the first bill and customers must opt out to have it removed in the future. **. [redacted] has a $10.00 service discount for the first three months which brings the service down to $39.99 for that period. A sales call review concluded that all correct pricing and information was given.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We have issued a 2 month service credit to **. [redacted]’s account in the amount of $107.77 and scheduled a complimentary tech visit to correct an alignment issue.

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 cancelled my service in December. I was due a refund of 61.00. They were to mail me a box with label to ship back equipment. I never received and when I called I found out they shipped it to my old address. I don't know how many times I tried to change my address and phone with them. They did find the proper address when they came to install the satellite system. Then they debit my account for 259.00. I only authorized them to debit for my monthly bill of 105. I received no email of balance or that they were going to debit. When I called they said they would not mail me a new box and I should mail the equipment back in my own box and then they will credit my account. I told them it was their mistake and could they just send me a new box. She said no I have to do it. They wanted me to climb on the roof and take a part off the satellite dish and mail it back. Finally, the supervisor said he would send someone to climb on the roof, but they will not send me a box and they will not refund what they took out of my account., until they get everything back. If they would of sent the box to the right address in the first place, none of this would of happened. I talked to the office in [redacted], Md.Desired Settlement: Credit my account immediately. Send me a box and I WILL send the equipment back. They act like I want to keep the old stuff which they will trash anyway.

Business

Response:

March 5, 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service.

After further review, we have issued a refund of $318.00 to the credit card on file that represents the un returned equipment fee. The refund will take 24 hours to refund on outside but it depends on the financial institution of when **. [redacted] will receive the refund.

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

Very truly yours,

Executive Customer Support

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

[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: The only other problem I have is that they said they are refunding my money and that I have un returned equipment. According to USPS tracking, they received the equipment on February 17th at my expense and I finally got my refund 2 weeks after they received. Other than their incorrect statement, I am done. My money is refunded and I am happy not to have an account with them anymore. I don't need to hear from them anymore, I just want it known for the record, that they do have their equipment back and have had it for 2 weeks.

Regards,

Review: is sign up for unlimited internet service, 1 year ago, a signed up for [redacted] and after watching a half a movie I was not able to download anymore

I signed up for hughes net unlimited internet service in October 2012, I have had service for over a year without problems until this month, I signed up for net flix and went to watch a movie and after watching about half of it my download speed became restricted and wasn't able to finish watching the movie, I called hugesnet and was told my usages was restricted and I could try to use tokens, and I would not be able to download movies either from [redacted] or dish on demand, I signed up for and have been paying for unlimited service for over a year now I come to find out I don't have unlimited service what good is the internet if you can't watch a movie, I had att, [redacted] in the past and never had this kind of problem, the never informed me of any restrictions or the fact I someday would have to purchase tokens to use the internetDesired Settlement: be able to break my contract, without any penalty not to have to buy the rest of the contract out and be able to replace my internet with a better internet provider

Business

Response:

December 9, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 October 26, 2012. Regarding **. [redacted]’s concern of not being informed of the data allowance, it is on Hughes’ customer

care site which is referenced when the terms and conditions were read as part of the initial sale. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per month.

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. If **. [redacted] chooses to cancel his service during the 24 month commitment we will waive half of what the early termination fee is at that time.

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: We called to inquire about new internet service. We explained how we use the internet, all of our needs for good Wifi with multiple wireless units and that I work exclusively from home so we would need unlimited internet. HughesNet said they had great programs and signed us up. The man they contracted out to install our internet installed the satellite dish on the roof and ended up putting bolts all the way through our tongue and groove cedar ceiling into our living room. I have called numerous times to complain about this and want compensation, I have never been able to have someone return to take care of this matter. Additionally, the service they said they had that was so great turned out to be NOT unlimited as they said it would be and ended up costing me double what they originally quoted, SO now my very expensive ceiling in my living room is damaged, I am paying double for service that is slow, unreliable and has virtually no Wifi. They have come through with nothing that they promised and the customer service is horrible!Desired Settlement: I not only want a refund for deposits, I want the cost of my ceiling reimbursed, or repaired and I want out of this service ASAP!!!!!!!

Business

Response:

June 28, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 the service is registered to [redacted] and was activated on February 15, 2013.

**. [redacted]’s damage claim was forwarded to the distributor that handles escalations resulting from damage claims and an installer is scheduled to arrive on site to address the ceiling damage claim on June 28, 2013. I confirmed with **. [redacted] that he has been in contact with the distributor to address his damage claim on June 27, 2013.

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

Very truly yours,

[redacted]. [redacted]

Executive Customer Support

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: although the issue that occurred with the installation technician was resolved by the technician, this was only the secondary part of our entire complaint. The FIRST AND FOREMOST issue we have with Hughes Net is the dis honest representation of the services they provide. When [redacted] (now my husband) and I called TOGETHER on 2/14/13 to inquire about changing our internet services after spending two years with [redacted], we were looking for a bigger, better plan. WE BOTH talked with the salesperson from Hughes net explaining the very specific needs we required for our internet services in our home.

Review: HughesNet wants me to return a part connected to the satellite dish that I do not have. I was told to leave the dish (and this part) in place.

I deployed to Afghanistan in August 2012. My family moved from [redacted], AND, were advised to take the Hughesnet modem with them to our new home, and leave the Dish and anything connected to it on the roof. We were informed this by the HughesNet customer service via phone. I returned from Afghanistan in July 2013, and paid $280. in cancellation fees, after paying for an entire year of service, although not having HughesNet available in my new state of Maine. I returned the HughesNet Parts in my possession. Because HughesNet DID NOT inform my family to retrieve any other parts with our move, or take the time to come out and disconnect the dish on the roof, or provide any instructions on what parts are needed upon cancellation, I feel I am not responsible for this part.Desired Settlement: Since I paid the cancellation fee of $280. AND paid for service for an entire year (when no service is available), and was not afforded the opportunity or notified of what parts I needed to transport from one home to the next, I want my HughesNet part credited to my account and my account closed permanently. We had continued service problems with HughesNet in the [redacted], VA, area in regards to service cancellations (because of a holiday weekend), poor customer service and clear explanation

Business

Response:

December 6, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In

response to your letter to the Executive Customer Support division of Hughes,

we haven’t attempted to contact **. [redacted] per his letter 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 June 2, 2012. On August 2, 2013, **. [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 $280.00.

Regarding

**. [redacted]’s concern about being charged for unreturned equipment, Hughes has

made an exception on the unreturned equipment policy. As a courtesy, we have

credited to the account in the amount of $210.60 to reflect the charge for the

unreturned equipment and the system should be updated with this in a matter of

days. Once the system updates with this information there will be a $0.00

balance on the 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,

Executive

Customer Support

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

[email protected]

Review: This company took an unauthorized payment out of my checking account one day after I made an authorized payment.

I made an authorized payment on Aug. 4, 2013. A second unauthorized payment was taken out of my account on Aug. 5, 2013. Refused to refund second payment. Claimed that I authorized payments because I saved debit card information to account. Customer Service Representatives, including the Supervisor [redacted] I spoke to were extremely rude.Desired Settlement: I would like the payment taken out of my account on Aug. 5, 2013 refunded.

Business

Response:

September 10, 2013

Review: Upon discontinuing our service back in October of 2012, I was told over the phone that HughesNet would be mailing us a "Return Kit" in order to send back our productsThe primary reason for discontinuing service, aside from being disappointed with HughesNet's continued slow and ineffective customer service, was due to our moving to another town that did not need satellite internetThe representative I spoke with was aware of the move, and had our new address on file; however, the "Return Kit" was still mailed to our previous address half way across the countryAs a result of us waiting for the "Return Kit", our bank account was charged $for the unreturned products, which resulted in $worth of overdraft feesWe contacted HughesNet about the charges, in which we discovered the kit was sent to our previous addressIn an effort to resolve the issue quickly, we told the representative that we would mail the products out without receiving a new “Return Kit” (mailing at a cost to us)We then asked that HughesNet cover the $overdraft fees since we accrued these extra charges as a result of an error on their endThe representative declined this request, with no opportunity to speak with a supervisorIt is now almost March of and we still have not resolved our closed HughesNet accountApparently, there is a small disk on the satellite dish itself, in which we, the customer, are responsible for taking off and sending inI personally think this should be the responsibility of a licensed HughesNet technician, but we have agreed to take care of thisThe problem with that, however, is that we live half way across the country (Our HughesNet service was in **, and we now live in **)We have asked a friend in ** to dismantle the disk from the dish and send into HughesNet and are we hopeful that will finally clear our accountWe have called HughesNet at least times in the past few months, in which we've been placed on hold for 15+ minutes every time, only to be put back on hold for another minutes after the representative hears our situationWe have been extremely frustrated and disappointed with how their representatives have handled this, and their lack of concern for usAt this point, we truly just want this to be resolved; resolved in a fair and ethical mannerI strongly feel that HughesNet should, at the very least, refund us our $in overdraft fees, as these were charges placed on our account for something HughesNet was responsible for.Desired Settlement: I truly hope that this message gets into the right hands at the HughesNet companyIf these practices are currently what is accepted there, I would hope that this message opens their eyes a bitI do not feel that superior customer service is of top priority to the HughesNet team, and would hope that this will change for future customersAside from this message making an impact on the supervisors and/or owners, it is my intention that we be refunded the $we accrued in overdraft feesIf not because we sincerely are owed that, but then as a small effort on HughesNet's part to show that they care their customers have been mistreated
Business
Response:
March 15,

Review: I ordered Hughesnet over the phone and was told unlimited service for 3 months. Installer informed me they did not offer unlimited and said I better double check.The next day I sat on hold for 40 minutes and decided I was going to cancel service if this is what their customer service is like. I cancelled service on that call, they said they would send box for return of equipment. Called 2 weeks later looking for box, they said they send box 1 month after cancellation. Finally received box and noticed they billed me $106.74. Called to get credit and was told I cancelled to late, no refund. After getting really angry, they reread notes and agreed to give me my money back. I think they are scamming people by saying they will send a return box a month after service so a month goes by, you forgot who you spoke with and pay it because you feel you have no recourse.

Business

Response:

March 28, 2013

Review: Had made a payment on a web site for HughesNet on Nov. 13 for 132.65 the site says one time payment with a echeck. Left a balance of 79.00 on my bill. On 11/25/13 I noticed another payment coming out of my checking account for 153.00. I called HughesNet and told them they didn't have authorization to take out payment and they said when you use that site it set up automatic payments from your checking but the site said plainly one time payment. Which I thought I did only on 11/13/13. Even if I did set a payment it should only be for 79.00. Explained to the rep. this and he stated that when you go into that site you are setting up automatic payments. I'm really dissatisfied because that's not what their site says and I didn't know if this is so that's what I did. He removed it from being automatically deducted from my banking account I asked to replaced my funds and he said he couldn't because it was already been deducted. So he said they wouldn't send me a invoice next month and give me a coupon of 10.00 to be taken off my bill for the next 6 months. But , I didn't expect this payment to come out of my checking account I was hit with an overdraft fee of 32.00. I told this rep that I hate talking to them because I get different answer each time I call and speak to a differnet rep. They either are not training their people correctly or training them to lie. I am very upset with this and want to get out of this contract with them sense I was also lied to about that I was in a contract for two years. I think they are very poor in cs skills and need improvement. I never get a straight answer and its always different. When we signed up with them I asked if we were under any contract whoever I talked to said no, but the first time I had a problem and said to cancel my network they informed me I was in a two year contract. So everytime its something different with them. They have called again with this not getting a bill until after the first of the year which I wouldn't be due until then anyways, and 10.00 off my statement doesn't seem to take care of the fact that the site I went into says one time only payment which I do have this save on my computer.Desired Settlement: To me their site to make a one time payment is misleading and they should fix this site and have their sites more understanding to the consumer. I have paid online for other businesses and never, ever worried if they take out more then they should or they have never automatically just taken funds out of my account without notifying me first. Either by email or text.

Business

Response:

December 5, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the service was activated on October 24, 2012. Regarding **. [redacted]’s concern that an unauthorized payment was taken when she made a payment online, please be advised that prior to **. [redacted] making the first payment

online in the amount of $132.65 on November 13, 2013 there was a balance of $211.65 on her account. After her payment was made it left a past due amount of $79.00. A new bill generated in the amount of $74.00 on November 24, 2013 which

brought the balance due to $153.00. When making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be

debited via e-check.

Although the site that is currently being used to make one-time payments can seem a little confusing due to the charges being valid because of the account being past due, unfortunately we are not able to honor **. [redacted]’s request to issue

her a refund. We are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved.

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]

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,