Hughes Network Systems

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

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

Business

Response:

December 9, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 26, 2012. Regarding **. [redacted]’s concern of not being informed of the data allowance, it is on Hughes’ customer

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

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s

circumstances, Hughes agrees to make an exception regarding our cancelation policy. If **. [redacted] chooses to cancel his service during the 24 month commitment we will waive half of what the early termination fee is at that time.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Last year my husband and I switched to Hughes net. After a week, the product stopped working. After calling the company I was then, and only then, told that we had to pay for each download on the internet. We were always under the assumption that we had unlimited wifi. I decided to cancel the service and was told that was fine, since I had done so within the window of cancelations. We never heard back from them and a year later received a letter stating we owed them $211.00. Had they had our credit card on file they would have just taken the money. I called them to ask why we owed them and why it had taken them a year to contact us. They said we had a receiver that needed to be returned. I informed them, that had they asked us a year ago, that I would have returned it immediately. They said they would send me a box and that I should ship it. Two months passed with no box being shipped to us. I had a reference number from the lady that set it up.

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

Business

Response:

December 12, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is

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

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

account in the amount of $211.00 to bring the balance to $0.00 rather than wait for the equipment to be received and checked in. Once the balance has been cleared the collection activity will stop in a matter of a couple of days. While **. [redacted]’s account went to our

collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’

accounts. We informed **. [redacted] of our decision on December 12, 2013.

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

Very truly yours,

Executive Customer Support

[email protected]

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

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

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]:

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

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

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

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

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

Very truly yours,

Executive Support

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

[email protected]

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

Business

Response:

March 5, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]:

In response to your letter to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service.

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

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

Regards,

Review: Charging me more than discuussed on phone

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

Business

Response:

February 26, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on December 12, 2013.

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

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

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

Business

Response:

March 13, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

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

Business

Response:

June 4, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet account. Our Executive Customer Support representative reviewed all pertinent database records. Per the terms and conditions of our service; customers’ are responsible to remove the dish from the roof. In light of **. [redacted]’s issues with our service; Hughes has created a complimentary dispatch for a tech to arrive on site and remove the dish. A technician will contact **. [redacted] directly for a convenient timeframe. The footplate attached to the roof by screws is the customers’ responsibility to remove. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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

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

Business

Response:

June 17, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service. At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers on our billing policies. “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at www.myHughesNet.com. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement” Regarding [redacted]’s request to be refunded in full dating back to August of 2013, Hughes’ subscriber agreement states that any billing dispute must be made within 15 days of being charged. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our billing policy. A credit of $235.29 representing three months of service has been placed on the account. That amount will be refunded to the card on file. Between December 26, 2012 and May 26, 2014 there were no calls into Hughes on this account and the only documented request to cancel was on May 26, 2014. We can’t issue a refund in full as requested because it is the responsibility of the consumer to track charges that are set up as automatic payments from a card or bank account. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: internet all services did not work at all.

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

Business

Response:

July 2, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. After further review, we did troubleshooting with **. [redacted]’s service and determined the issues she encountered was related to the router she was using. In light of the difficulties **. [redacted] encountered with our service, Hughes provided a credit of $280.00 waiving the early termination fee and a one month service fee of $66.82 at the time of cancellation. There is a remaining balance of $94.26 that consist of unpaid service fees which needs to be paid to bring the closing balance to $0.00. A box will be shipped to the address on file. The equipment would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] wound need to contact me at the number with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] ###-###-#### Executive Customer Support [email protected]

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

Business

Response:

June 20, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his service. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We have performed diagnostics and don’t see any underlying issues with **. [redacted]’s service. **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating at http://customercare.myhughesnet.com. **. [redacted] would also need to take web responsive test as well. **. [redacted] would need to contact me at the number below to fully evaluate his service after he takes adequate speed test at the number below. In light of **. [redacted]’s issues; we have issued a one month service credit to his account. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

Consumer

Response:

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

Review: [redacted]

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

Regards,

Business

Response:

July 7, 2014 **. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that **. [redacted] has still has some concerns regarding his service. After further review, **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating at http://customercare.myhughesnet.com. **. [redacted] would also need to take web responsive test as well. At this point, Hughes needs to know the speeds at which **. [redacted]’s service is operating to see if it falls below the threshold of his service plan. **. [redacted] would need to contact me at the number below to fully evaluate his service after he takes adequate speed test at the number below. In light of **. [redacted]’s issues; we have issued a one month service credit to his account. We attempted to notify **. [redacted] of our decision but we were unable to leave a voicemail. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: 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]

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: 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: 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]