Hughes Network Systems

Review: I have had this internet service since 2012. I called many, many times to resolve issues and never got resolutions with terrible internet services. I moved and was told if I did not continue I would be charged for a cancellation fee and so transferred it. The service was even worse. I called over 19 times. I was put on ridiculously long holds, was disconnected or hung up on more than 20 times. I asked for resolutions, refunds and was told if I upgraded and paid more I would get internet and [redacted]. This did not happen. I finally told them to stop my service. My new provider [redacted] has provided fast internet and [redacted] daily since then. Hughes Net charged me for the last day even though I asked it to stop then and there. They would not send me a refund they promised for all the times I had problems. They need to send me a refund of at least 3-6 months of services I never got.Desired Settlement: I want a refund that I was told I would get for services I did not get. I want at least 3 months if not 6 months of service refunded based on the lack of services I had. I had to go to my office to get internet that I was paying for. It is WELL documented with HughesNet the number of times I called. It is documented I had services for over 2 + years at $54.99 x 22 months and $74.99 for 4 months. HughesNet staff is very inept and says and suggests things that do not work.

Business

Response:

July 29, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted] In response to your letter to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service and is seeking a refund for (6) months. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]. Relative to [redacted]’s concerns, “Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Regarding [redacted]’s request, Hughes has issued a refund for one month in the amount of $77.68. Unfortunately, we will be unable to issue a refund for (6) months. [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, Ecole F[redacted] Executive Customer Support [redacted] [email protected]

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 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 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: 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: We were supposed to get a month for free due to technical problems but the took out $103.24 and calling the company the said the have to keep the money in our hughes net account and the will not give us a refund.Desired Settlement: want the $103.24 back in our bank account

Business

Response:

October 10,

2013

Review: Dear: Revdex.com

I have never done business with such unprofessional people before in my life.

The last couple of years, people seem to be losing their minds. Hughes Internet Company

contacted an attorney. The letter stated that I owed Hughes $385.00. Hughes Internet stole money off my child’s debit card. We called them to cancel our order with them.

The internet was not working well, and since they took money off my child’s account without permission; I was told I would not be billed by the company. I was told to send back the radio receiver, and about four other parts. I did what they told me; and I was told

That I would not be billed for early cancellation. They agreed to this because of the money that was stolen from my child. How can they take me to court, when they stole from my child? That is too low down; even a child is not safe with that company. If we made an agreement for me not to take them to court for stealing; then they have to keep their agreement for not billing me the $385.00 early cancellation fees. How can you do business with a company that stole from your family, and internet service that was not working? If I am buying a service, it must at least work, or I get my money back. Who pays for stuff that’s not working? Who does business with people that steal? Hello! What the heck is wrong with Hughes? I want Hughes to contact their collection agency, and throw that case out. If you agreed for me to return the ite** back, for no bill; then you have to stick, to what you say. There is no honor with thieves. Please contact this company, they are all screwed up. It’s really sad that people think that, you are supposed to accept anything now-a-days. I did talk with my attorney, he laughed, and said,” people are crazy.” I do agree. I am such a nice person, I am contacting you all first; to see if you can help clean this mess up. If not I am taking Hughes to court. Thank you for your professionalism. Thank god for the Revdex.com. You guys make sure the customer is heard.

Best Wishes,

[redacted]Desired Settlement: To take my account off the collection agency. I will have to contact the collection agency to make sure it is off my account. For them to honor what they said," return the equipment, and you will not be billed."

Business

Response:

October 18, 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, it is our understanding that **. [redacted] has some concerns

regarding her HughesNet service.

After further review, Hughes has issued a credit to the account of

$385.00, bringing the amount due to $0.00.

While **. [redacted]’s

account went to our collections department, Hughes

does not report information to any credit reporting bureau with respect to our

customers’ accounts.

**. [redacted] still needs to return the radio which is attached to

the arm of the dish to avoid being charged an unreturned equipment fee. **. [redacted]

may contact me at the number below for any additional questions concerning her

complaint.

We sincerely regret any inconvenience that **. [redacted] may have

experienced and are hopeful that our actions will serve as a demonstration of

our good faith. In the event you have any additional questions or comments, do

not hesitate to contact me. Thank you

very much for your consideration.

Very truly yours,

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:

Regards,

I would take this response, but the company is still lying. My husband unhooked the radio and we returned it already. The company is still saying I did not return it, and I knew they would lie about it. I make a video showing me boxing up the radio receiver, and all the other parts, would they like me to send in that video?

I have proff it was mailed in. They need to stop playing games, all parts were sent it was about 5 items. My huband went on the roof and unhooded it, and we mailed it; I can send in the video. The company needs to stop saying the items were not returned, when I have proff. Once agian they made a mistake, and I have proff again. So how do they want to do this? Me sending a copy of the video, with all the parts in the box, and me taping up the box. I have the proff, and I'm tired of this mess. The company needs to check the box again, and if you like drive buy my house, and see that the receiver has been taken off. They need to stop playing and waisting my time. Or maybe a worker took my receiver,and sold it for cash, since they stole my childs money off her [redacted] card. They need to check their workers more carefully, this is CRAZY. I will send in the video ASAP, if they like. Thank god for video cameras. Please help this company this is so UNPROFESSIONAL.

Review: I ordered HughesNet internet service Thursday, October 17, 2013. I agreed to pay $40 that day, that was to be returned to my account upon installation. Installation day set for November 1,2013. I also agreed to pay $99 the day of installation for the purchase of the equipment and my first months bill would arrive two or three weeks later. The first three months were to be $35 a month, then go to $49.99 a month after that. I then received a confirmation email from HughesNet, saying that I will not pay the $99 I was promised at installation but I will pay $339.97. And my monthly bill, for the first three months will be $39.99. That is not at all what I was promised when I ordered the service. I called today, October 21,2013, to resolve this issue but HughesNet refused to honor their promises. I did not physically sign a contract but did have a verbal contract with the HughesNet representative, who informed me that the call was being recorded. When a consumer doesn't honor their end of a contract they have penalties and a business should be held just as accountable. Im not asking them to pay me anything, only to honor their own contract and not to lie to their customers. Thank you for your time. - [redacted]Desired Settlement: I would like them to honor our contract. Which is $99 charge at installation, monthly bill of $35 for three months, then $49.99.

Business

Response:

November 06, 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,

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: Evers and Sons is paying for a 3 megabit-per-second download speed, and a 0.5 megabit-per-second upload speed. if we use Hughesnet's speed test it will say that we are getting a 3 megabit-per-second download speed and a 0.5 megabit-per-second upload speed, but any third party speed tester, such as www.speedtest.net, shows a 0.3 megabit-per-second download speed and a 0.1 megabit-per-second download speed. That is 1/10 the download speed and 1/5 of the upload speed we are paying for. This leads me to the assumption that Hughesnet's in house speed tester is programed to show faster speeds, so they can quite their customers when they call. Customer service is less than helpful. They advised that it was beyond there control and needed to be escalated to a tier 2 level of technical support. However, they cannot transfer me to that level, but instead they must give the tier 2 technical support my phone number and they will call me. I have received no phone calls, and still have very slow internet, bordering on dialup speeds. When it takes 15 seconds to load a web page that is only 0.2 megabytes in size, I know my speeds are not 3 megabits-per-second.Desired Settlement: I would like our internet service to match the specifications we are paying for.

Business

Response:

May 15, 2013

Review: Our internet is so slow. We got Hughes net in Jan and called them back 3 days later because it did not work right. I can not even get online now.

We have had Hughes net since Jan 4th. We paid hundreds of dollars to get internet but it has not worked right. We called them back a few days after installation and after a week and lots of phone calls, the tech came out, did a speed test and said it was fine. It takes up to 30 sec to load a page. I have had other people log into my facebook acct with their internet and no problems at all. We live in the country so changing companies will be difficult. I just waited 25 min on the phone for a tech to come on the line for hughes net and got frustrated. I am even surprised that I got on line now. I have called several companies that work on computers and they all said Hughes net is terrible. I pay $59.99 a month and it is not worth it but now we have a 2 year contract with them and of course they will charge us more money if we terminated. I have no idea what to do. We bought a new laptop on black friday and we have problems with that pc also. So it is not our computers. We had them put the dish on a pole outside instead of on the roof but that did not seem to help. Hughes net is awful, I can not believe that it is that hard to get fast internet. Oh, our Netflixs will not even load so I know it is a downloading problem. I have tried to contact them for help but seriously 25 min and still on hold is a bit much. Can you please help?Desired Settlement: I want the speed that was promised. I have an Ebay acct and I am loosing money and paying for a product that is not working.

I want someone to come out here and do more than a speed test to fix it. Have them go on a website and see if they like waiting for it to load. I am sure they would not like it either.

Every time I see that Gen 4/Hughes net tv commerical , I just laugh and say yeah right. They think that just because it says up to a certain speed that is ok, and it covers them bu

Business

Response:

May 16, 2013

Review: I pay for a service that they cannot, or will not, provide. I have reported the service issue in question multiple times with their support staff, and so far have waited 118 days without any results whatsoever.Desired Settlement: The service should be repaired to acceptable levels. If the service cannot be repaired, then my monthly bill should be lowered significantly to reflect the poor service I receive right now, and my 2-year contract should be nullified. In addition, Hughes should improve it's customer service program, as right now it is almost non-existent.

Business

Response:

May 31, 2013

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: I signed up for internet service with Hughesnet after reading this advertisement: [redacted]

There were supposed to be three tiers to the pricing, with the lowest starting at $39.99 for three months (introductory offer), then switching to $59.99 per month. This was the one I believed I was signing up for. I would like to know why, after three months, my bill went up to over $75 per month. What I got when I called to complain was a 3 month discounted bill. That will not help me when the 3 month discount is discontinued.Desired Settlement: I would like 1) a detailed explanation of the charges 2) either my bill to reflect what was advertised at http://www.satelliteinternet.net/ OR a termination of my contract with someone from Hughesnet coming to pick up the hardware provided AND for Hughesnet to waive the early termination fee so I can find a more reasonable internet service provider like [redacted] or [redacted].

Business

Response:

August 22, 2013

Review: Hughes net deceived about the level of service agreed upon,failed to show up on two separate occasions for service issues.Lied about download speeds

From the first day after installation of satellite Generation 4 for high speed internet service we never reached above 3Mbs, and were sold on promise of 10Mbs and 20Gigs of download data per month. we were lied to about the fact that half of the service was only targeted for 2-8am, when most people are asleep! We cancelled service because of the lack of advertised and promised service. Now Hughes Net is trying to collect a cancellation fee of $350.00, when they should refund me for equipment and compensate me for time wasted waiting for service repair men that did not show up on two separate occasions.Myaccount number is [redacted], manager [redacted] complaint file # [redacted]Desired Settlement: Cancellation fee of $355.00, is not fair if the failed to deliver on agreed upon service quality. Download speeds are advertised to deliver 10Mbs, of which we averaged 2-3MBs, and the download data package of 20Gigs per month was never explained that half of the package was available from 2am to 8am!!! after which the service was essentially cut bak to zero download or upload capability. they have committed fraud, deceived on every level of service for internet delivery, and the equipment I purc

Business

Response:

September 4, 2013

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: There service did not work. I had to call numerous times and was charged an additional fee to have a technician check all syste** which concluded the error was not with my equipment (i.e. my computer or router). The issue was that the enormous satellite dish they put on my roof did not get a signal. The day the satellite dish was installed the technician has difficulty finding the signal since I witnessed him turning the thing back and forth for close to a half an hour. He also made a phone call to his office and spoke to a supervisor about the problem he was having. He eventually gave up, shrugged his shoulders, and left.

I feel this company is unprofessional and a rip off. I have since cancelled their service and went with a provider that works. They are now charging me a "contract cancellation" fee. Hughesnet did not provide the service they promised me so I feel they reneged on the contract first and I am not responsible for this fee.Desired Settlement: elimination of the contract cancellation fee

Business

Response:

November 15, 2013

Review: Within days of getting Hughes Net Internet Services installed, I phoned to terminate services. At the time of the call (exact month is unknown, however it was in either April or May of this year) I repeatedly asked about fees owed and the representative ensured me that I would not be owe any additional fees unless I failed to return the merchandise. During this same call I was informed that packing supplies would be mailed so I could return the equipment; the representative specifically asked if the satellite disc was mounted on the rooftop or some other location. When I responded on the roof, the representative replied stating that I did have to worry about returning this piece of equipment. Months later I discover that $213.50 was deducted out of my account and upon contacting Hughes Net on today, Nov 2, 2013 it was revealed that this money was for the equipment that is in fact mounted on the rooftop, the same equipment that the representative was aware that I could not reach and in return I was informed as stated above.

During the call on 11/02 I was read notes contradictory to the information conveyed when I terminated my services, was told phone recordings could not be retrieved prior to 90-days, was not provided a number to the corporate office as requested, and consequently was hung up on after notifying the representative I was recording the call to prevent further falsified information be relayed as it was previously.Desired Settlement: I want my money refunded immediately and the phone call recording from the day in question to be retrieved. All possible excuses were attempted for the faulty customer service after I phoned in angered

Business

Response:

November 18, 2013

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]