Hughes Network Systems

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: All the sudden my games stopped working, Computer was Crashed, paid for higher service with lower modem, for 18 months.

I have called hughesnet several times since the beginning of May. Was upgraded to someone who was supposed to be an engineer and later found out it was a tech. During this time, the tech took over my computer to try to find spyware or other things that could stop my games from connecting. He eventually deleted my Sys.config file and my computer was not working correctly. In the mean time I called back and was told that the problem was the modem, it was a lower service modem and I had been paying for the higher modem for 18 mos. That was a $20.00 a month difference. Received the new modem, followed the directions to shut my computer down before connecting the new one, when I turned my computer back on it was completely crashed with the sys.conf file missing. I spoke to another tech, who told me that I would have to go to the E-machine web site and order the original disks for the computer for $30.00 It took two weeks to get to my house, then it took a ton of research on my laptop to figure out E-Machine wanted $120.00 an hour to fix it. I am disabled and just did not have the money. After I got it up and running I called Hughesnet and told them the games still would not come up. Eventually they sent out a tech to my house who got the same errors on his computer that I got. He replaced the modem, all wires, the main part of the satellite and told me to call HughesNet and let them know it is in their system to call an Engineer. I have never heard back from them and they are shutting off my satellite for non payment. The best they tell me is they will take off $10.00 a month for 3 mos. I still cannot get to my games and it is the only entertainment that I have since there is not much I can do.Desired Settlement: I want the $360.00 That they owe me for the lower modem I paid for, for 18 mos. I want my internet fixed correctly. I do NOT want a phone call telling me I can turn it off with no termination fee. I am tired of trying to get HughesNet to listen and to fix this problem. I have been told there could be a virus in the modem, or it is my computer, or any other excuse they think of. I want it fixed, I am tired of arguing with these people.

Business

Response:

August 7, 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, it is our understanding that [redacted] has some concerns regarding her service. Regarding [redacted]’s concerns of not being able to access specific sites, we have our highest level of technical support investigating the issue. [redacted]’s account has been forwarded to our corporate engineers for analysis and our advanced support agents will follow up with [redacted] with any updates. As a courtesy we have applied a one month service credit in the amount of $100.00. 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, Darron ** W[redacted]Executive Customer Support###-###-####[email protected]

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: Very slow internet speeds and it's impossible to contact Customer Service - I always receive the message "Due to high call volumes we are unable to take your call." I sent a tracked letter to the corporate office demanding my contract be cancelled due to misrepresentation of their internet service and my inability to reach a customer service representative. The letter detailed many dates and times of issues and attempted contact. I had no response and am still being billed.Desired Settlement: Cancel service and reverse invoicing for March.

Business

Response:

April 25, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington, DC 20005-3404 Re: [redacted]Case # [redacted] Dear **. [redacted]: In response to your letter dated March 31, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that it is our understanding that **. [redacted] has some concerns regarding the service and speeds of her HughesNet service and is seeking to cancel without penalty and collections efforts. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on January 30, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but she continued to be dissatisfied with her service. Considering **. [redacted] overall experience, Hughes has agreed to waive **. [redacted]’s $235.00 early termination fees, along with a $38.28 service credit. On April 25, 2014, Hughes removed **. [redacted]’s account from collections, waived the $ $597.28 claim, and ceased all collection efforts. While Hughes does use a collection agency, Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts. **. [redacted]’s account currently holds a zero balance. We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, [redacted]Office of Executive Support###-###-####

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I have been sent to collections. Today I received a letter from [redacted], [redacted] & [redacted] dated April 21, 2014 indicating that "Hughes Network Syste** has forwarded your account to our office." This effort needs to be terminated and not reported to any credit reporting agencies.Additionally, it should be known, that a Hughes service rep checking my internet speed - the one time I managed to get thru - and quoting an upload speed 10x above what several independent speed monitors were reporting is like 'the fox guarding the hen house." When a company lures new customers by claiming "speeds up to 15x faster" I understand that even .1% faster service qualifies as a success on their part. But when service is documented to be substantially slower than a previous slow service, the provider has not fulfilled their end of the contract; therefore, they broke the contract, not me.

Regards,

Business

Response:

May 8, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington, DC 20005-3404 Re: [redacted]Case # [redacted] Dear **. [redacted]: In response to your letter dated April 28, 2014, to the Executive Customer Care division of Hughes, to the Executive Customer Care division of Hughes, we have attempted to contact [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with [redacted] to date. Consequently, we are unable to determine if [redacted]’s concerns have been fully addressed. We would like to request additional methods for us to reach [redacted]. Please provide a different phone number where he can be reached and/or email address. Our Executive Customer Care representative reviewed all pertinent database record. Our records indicate that **. [redacted]’s account was activated on January 30, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but she continued to be dissatisfied with her service. Considering **. [redacted] overall experience, Hughes has agreed to waive **. [redacted]’s $235.00 early termination fees, along with a $38.28 service credit. On April 25, 2014, Hughes removed **. [redacted]’s account from collections, waived the $ $597.28 claim, and ceased all collection efforts. While Hughes does use a collection agency, Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts. **. [redacted]’s account currently holds a zero balance. We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, WilliamOffice of Executive Support###-###-####

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: On June 13, 2014 I called HughesNet to cancel service with them. I had been without service for approximately two days already and they had been unable to fix the problem. I spoke with Kathryn who informed me that they would begin the" standard cancellation process". This according to" Kathryn" would involve them sending me instructions and a shipping box to return their equipment. She acknowledged my report that I was, at that time, not receiving service from them. On July 10, 2014, I called again and spoke once again with "Kathryn" as I had not received a shipping container yet. I was informed that it was standard practice to wait until the full billing cycle had passed and that I was to be billed until that time, but that they would be giving me a credit for $17.02 for my inconvenience. They bill $84.54 per month for my plan. Kathryn acknowledged my original complaint as being filed June 13, 2014. She acknowledged that June 13 was my cancellation date and that I had reported that I had not received service from them since at least a day prior to then. She also informed me I had" 2 weeks" from the day I received the return shipping container to return their equipment or I would be billed an additional $300.00. I don't believe the billing for almost an entire month without service is fair and am concerned about the failure to send their return box in a timely manner. This is only the last of many unsatisfactory service issues with this company and I am hoping they might change their business practice as well as adjust my bill to more accurately reflect what little service I did receive.Desired Settlement: Bill according to an actual portion of service provided. Provide equipment return containers when clients report a wish to cancel service in a timely manner.

Business

Response:

July 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted]. Our records indicate that [redacted]’s service was activated on May 6, 2009 and requested to cancel service on June 13, 2014. Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. The standard cancellation would’ve been at the end of the bill cycle which was July 6, 2014 and at that time there was a past due balance on the account. Once the account is cancelled the order to ship the return kit is generated within 5-7 business days. We have credited the account in the amount of $70.00 as a courtesy for one month of service and a refund check for that amount will be mailed to [redacted]. A voicemail was left with our decision for [redacted] on July 29, 2014. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: I odered internet serivces, the installer came and the service never worked. I spoke with two different techincal guys. I canceled the service. I had 30 days to cancel. They said they would send me a box to return the equipment. The box contained instructions on how to remove the radio from the dish that is located on my roof. I never agreed to climb on the roof of my house. No where did anyone tell me that I would be required to do so. There is an older hughesnet dish on a pole near the driveway, I would be happy to disconnect anything on that had the installion guy just replace that one with the new dish. Now I am required to climb on the back side of my house off my deck. I don't feel safe doing this. I called customer service and they offered to send the tech back out to remove it for $125 fee. But I was promised that if I wasn't happy I was able to cancel with no cost to me. I ask that several times. If I don't return the equipment within 21 days I will be charged $300.00. They were not able to make the service work properly therefore I shouldn't be penalized for it.Desired Settlement: I want the tech to return and remove the Radio piece needed from the roof of my home at no charge to me.

Business

Response:

April 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on March 25, 2014 and requested to cancel her service on March 27, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has been issued a complimentary dispatch to de-install her leased equipment so that it can be returned. We informed **. [redacted] of our decision on April 29, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I 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: 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: 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: In February I request to cancel service with HughesNet well beyond 30 days of the cancellation date. After they sent an confirmation email that my message has been processed I could not get to my account. I then sent another message to request the bill get sent to my PO Box. I did not receive it when I called and asked the representative, they said there was nothing they could do because it was automated. A few weeks later I got a bill with a late fee attached. I then requested that they send a mailing kit to return their equipment to my new address asap because I was leaving for military duty. I eneded up calling about this issue, once again they said it was automated and they will sent it on their posted cancellation date not the date I requested. I finally was able to talk to a customer service rep who forced the system to send the kit to my new address of request. I sent them the equipment in the kit and received an email confirming my account was closed. Recently coming off of military training I see a collection bill representing hughesnet for 330. Speaking with the rep this 330 supposedly not returned. This company has been making false statement about unlimited internet to pull people in and them harass them once they realize their scams and do not with their services. I am considering legal action is they do not stop harassing me with their automated messages. The customer service is terrible and get nowhere. Everything happens when their automation causes it to happen and I get charged for it. Thank you for reading this.Desired Settlement: All I want is stop harassing me.

Business

Response:

July 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10111096 Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 19, 2013. On March 19, 2014 an email was received requesting to cancel service on April 10, 2014. To prevent unauthorized changes to customer’s accounts, verbal confirmation must be giving by the account to cancel service. Email responses were sent urging **. [redacted] to call customer regarding his request and the account ultimately was canceled for nonpayment on April 14, 2014. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $330.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that she would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $165.00 to his account representing half of the early termination fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

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: 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: 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: 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: On December 3rd 2013 HughesNet subcontracted an installation of our satellite internet service. The subcontractor hit a water supply line to the house which caused the running washer, the running dishwasher and the toilet supply lines and fill valves to fill with sand, dirt and mud. Their HughesNet answer to the situation was for us to contact the installer and claim it on their insurance. WRONG ANSWER! They subcontracted they will be the ones to contact the subcontractor and their insurance. We are not contacting a third party to resolve an issue a Hughes Net installer caused. They will do the leg work. I expect resolution from Hughes net corporate executives and not a customer service representative. We have been run around we are tired of this. We are thoroughly dissatisfied with this treatment and this service. This run around is an attempt at Hughes net in not making right something they broke. I am an associate at [redacted]'s and when we have installer issues we do not make the consumer fight for resolution with our subcontractors or installers. Yes Hughesnet did fix the water line by contacting a plumber that is their only attempt at making anything right. They broke our appliances. My next chain in this complaint will be my lawyer.Desired Settlement: I want financial compensation to the cost of my dishwasher, my front load washer and my toilet fill valves. NO OTHER RESOLUTION WILL BE ACCEPTABLE. OUR APPLIANCES WORKED BEFORE THEY CAUSED THIS!

Business

Response:

January 9, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 December 3, 2013.

**. [redacted]’s damage claim was forwarded to the distributor that handles escalations resulting from damage claims and as indicated the water line has been repaired. As far as the three appliances that were damaged as a result of the install, **. [redacted] will need to file a claim through the insurance company for the installer. Unfortunately, Hughes can’t file the claim on behalf of the customer. I confirmed with **. [redacted] that we have been in contact with the distributor to address his damage claim on January 8, 2014 and in addition we have supplied the information for the distributor with **. [redacted] for follow up.

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:

[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:

[redacted] with Hughes Net did speak with [redacted] and myself, [redacted], recently. [redacted] had myself all confused on their process of complaints by using the words Distributors and Dealers that he did finish the conversation with [redacted]. [redacted] assured [redacted] that the claim was filed with [redacted] and gave us a claim number of [redacted]. A few days later [redacted] called and left a voice mail that we had to file a CLAIM with the installers insurance company for our damages. Then we received a voice mail from the installers boss, [redacted], to see if we had been able to file the claim. On Friday January 10, I was finally able to reach the insurance company to file the claim. Was told I would hear from the adjuster by Monday. On Tuesday, I called the insurance company and advised them that I had not heard from the adjuster. I was told the adjuster did receive the claim and was not able to make contact with the installer. I now have to make yet another phone call to the installers boss and left him know that the installer is not returning phone calls to the adjuster. By Tuesday afternoon, the adjuster calls me and we discuss all my damages. Waiting now for a resolution.

I am rejecting this response because as a customer of Hughes Net, I should NOT have to go thru this many steps and phone calls to get a resolution. I did not hire this installer. Hughes Net should have made the complaint right with myself and then resolved between themselves and the installer.

We explained to [redacted] that we knew we had to file the claim thru the installers insurance from the many phone calls to customer support at Hughes Net and the installers. But we felt that a customer should not have to do this. Hughes Net was responsible for the installers that they hire to come to a customers home and perform a job. That was our reason for the complaint!

Regards,

[redacted] and [redacted]

Business

Response:

January 17, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Regarding **. [redacted]’s concern of having to make several calls to get a damage claim resolved, we can’t certainly understand the frustration that may be caused as a result of it. Unfortunately as previously mentioned Hughes can’t compensate customers for any damages resulting from work done by installers. One of the reasons why they are required to carry insurance is in case of accidental damage.

As with most companies, the affected party being the customer must file the claim with the insured party. Hughes is unable to resolve **. [redacted]’s damage claim directly, however a call was made on her behalf asking that the dealer reach out to her to ensure she had the appropriate information to move forward with filing her damage claim.

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: told that would have 1 type of service and received a different package

I ordered hughesnet thinking we were going to receive 20gb of data per the sales rep. When the installer showed up he said we would receive 10gb from 8am to 2am, then the other 10gb from 2am to 8am, which I was never told by the representive.So they were going to give me the next up package for same price for 6 months. That lasted about 3 months, with numerous contacts to hughesnet and hardware already being returned, because of faulty hardware on thier part. The service has been slow and always seems to crash or go down. I live in california and the weather has been clear and when I call they try and blame it on the weather.

The last phone call to them was for the fact that my bill went from $68 a month to $128 a month, cus they said my deal was over, it has only been 3 months, as they promised 6 months.

I asked to have my service discontinued due to all th headaches I have had and gone thru in the last couple of months and they told me I needed to pay $355 before they would shut it off. I told them I would return thier equipment if they could wave th e fee. They said no.

They also promised the speed would be faster than my cell phone 4g lte, and it is slower.

The customer service dept is not in the US and trying to get someone to speak english is very difficult and when asked to talk to someone in the states, they tell me there is noone to talk to in the main land.

I would like to have them investigated, false advertising billing issues and techincal issues all in one.

I am requesting to have my early termination fees waived and I dont mind paying my bill if it was the bill promised by them. But the bill changes every month and right now there is a total of $195 due.

Thank you for you time.Desired Settlement: waive early termination and settle out by clearing my bill, and please don't put on my credit history.

close my account, shut off my service.

Business

Response:

July 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, 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 January 21, 2014. On May 22, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $325.70. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $325.70 to his account representing the early termination fee and that amount has been refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]