Hughes Network Systems

I had one of the worst experiences with this company The customer service always gives you the run around, never a straight answer I called complaining about not getting service and it was never resolved When I did get a signal it wasn't strong at all I called the company several times and complained about equipment failure and I finally finished my contract with themWhen I canceled my terms with Hughes Net they wanted their equipment back They sent a box and a check off sheet with everything they wanted back I sent it all back to their check off sheet Months later I got billed for equipment they wanted back I had no clue what equipment they wanted back due to the months that went by (months) Now they want their dish off my roof back and they already charged me for it I could NEVER recommend this company to anyone!!!! I also noticed that the amount I was paying every month was a lot higher than they quoted me at first These past years have been nothing but trouble and a pain in my pocket book

August 25, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear *** [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support reviewed the information contained in the letter and is unable to locate an accountHughes is wholly committed to clarifying the nature of [redacted] ’s concerns and expectations relative to her accountIf [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve 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 At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours, Darron *W [redacted] Executive Customer Support###-###-####[email protected]

November 17, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted] Dear Mr [redacted] :In response to your letter, to the executive customer support division of Hughes, it is our understanding that MsSherfey has some concerns regarding her service.Our executive customer care representative reviewed all pertinent database records “To ensure fair Internet access for all HughesNet® Gensubscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.”“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”Hughes will troubleshoot by having customers’ connect directly to the modem to identify if there are any underlying issues directly with Hughes equipmentIf we determine there are not any underlying issues with Hughes equipment, we will then troubleshoot 3rd party applications such as wireless routers, laptops, and computersHughes can set up a “free” session with our Home Technical support team to isolate any underlying issuesHughes has sent a technician complimentary to Ms [redacted] siteWe hope our service is meeting Ms [redacted] expectationsIf MsSherfey is still experiencing issues, we suggest taking adequate speed test and web responsive test in the morning, afternoon and evening at http://consumer.performancetests.hughesnet.com/ to identify the parameters at which the service is currently performing for (3) consecutive days.Then enter your account number [redacted] )I just want to measure web responsiveness I just want to measure download and upload speed Please much sure take the test when connected directly to the modemIf you need any further assistance you may contact our customer support team at [redacted] to walk her through the process.Our technical support team can re-evaluate her service at the number above.At this point, Hughes can waive half of the early termination feeWe sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, Ecole F [redacted]

May 5, 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 service and is seeking cancellation after faxing over required documentation.Our executive customer care representative reviewed all pertinent database records After further review, we see [redacted] attempted to fax over the required documentation to cancel his account successfullyHowever the account remained activeHughes is currently looking into the issues [redacted] experienced with attempting to cancel his accountWe will implement training procedures to avoid cancellation issues such as these in the futureWhile Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] ***’s frustration and concernWe show the account is now cancelled and we have issued the March refund to cover the initial cancellation request to the credit card on file in the amount of $[redacted] may contact me directly with any additional questionsWe sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith In the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, Ecole FSrExecutive Customer Support

Hughesnet is the worst company I have ever dealt with. They are horrible and I am disgusted by the BBB giving them an A+ rating.

Their data caps are stupidThis is the 21st Century people need the internetThe speeds are way too slow and customer service is bad

July 30, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear [redacted] : In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have been in contact with [redacted] to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding her HughesNet service Please be advised that we have informed [redacted] that she had the opportunity to cancel her service without penalty once she was informed of the incompatibility of using her [redacted] jack phone service [redacted] ***’s early termination fee has been decreased from $to $She mentioned that she wouldn’t pay it and we have applied credit to offset more than half of the valid early termination feeAt this point, we feel that we have resolved this to the best of our abilityWe 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]

It doesn't make any sense to me how an internet provider can charge for the internet by data usage like a data on a cell phoneHughesNet is a satellite internet provider so why am I being charged like I'm using my cell phoneAlso there isn't an unlimited plan to choose fromI have their best plan which runs out of data in days or lessNot to mention how slow the service isI can barely check my email at timesThe latest issue is I accidentally paid twice last month(Dec 22nd and Dec 26)I called and they said they couldn't refund any moneyToday I tried to use the internet and their screen popped up saying my account is past due and I need to pay $It is Jan So somehow I owe $for days of the worst internet everI've been dealing and paying for this for over yearsIt's like throwing money awayI would rather have dial up internetI highly recommend NOT using HughesNetWaist of money and time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:If they wish to contact me, they can do so by email [redacted] ) My phone number on the account was 320-894-but they will say it is not found eitherI already went thru this with them when I called and complainedI also wrote letters and it was returned to me as undeliverable, so you explain to me again, how they plan to resolve the issues I have with their services Regards, [redacted]

February 19, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact ** [redacted] to resolve the outstanding matterIt is our understanding that ** [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ***’s service was activated on December 6, On February 2, 2014, ***’s account was cancelled As a result of cancellation within her contractual agreement, ***’s account was charged an early termination fee in the amount of $ Regarding ***’s request to cancel without penalty, please be advised that when ** [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ***’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 $to her account representing 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]

March 4, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that Mr [redacted] ’s service was activated on September 22, On February 21, 2015, Mr [redacted] ’s account was cancelled As a result of cancellation within her contractual agreement, Mr [redacted] ’s account was charged an early termination fee in the amount of $Mr [redacted] was offered to take advantage of Hughes’ move program to relocate his service at no cost which he declinedRegarding Mr [redacted] ’s request to cancel without penalty, please be advised that when Mr [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr [redacted] experienced with our service, we have issued a credit of $to his account representing half of the early termination fee We sincerely regret any inconvenience that Mr [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###-###-#### [redacted]

April 2, "Tahoma","sans-serif";"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File # [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes it is our understanding that ** [redacted] has some concerns regarding his HughesNet service Regarding ** [redacted] ’ request to cancel without penalty, please be advised that when ** [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these fees However, in recognition of ** [redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policy After further review, Hughes has waived half of the early termination fee of $87.50,bringing the amount due to $ While ** [redacted] ’ account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts ** [redacted] may contact me directly with any additional questions at the number below We sincerely regret and apologize for any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very Truly Yours, [redacted] Executive Customer Support ###-###-####

May 14, "Tahoma","sans-serif";"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [redacted] Dear [redacted] : In response to your letter to the Executive Customer Care division of Hughes, we have contacted ** [redacted] to resolve the outstanding matterIt is our understanding that ** [redacted] has some concerns regarding his service Our Executive Customer Care representative reviewed all pertinent database records prior to attempting contact with ** [redacted] Relative to ** [redacted] ’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP) This policy applies to all HughesNet service plans “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the [redacted] ’s frustrationsHughes will waive half of the early termination fee upon cancellationThe equipment needs to be returned within days of the cancellation date to avoid being charged an unreturned equipment fee ** [redacted] may contact me at the number below with his preferred cancellation date We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

August 26, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] Dear Mr [redacted] In response to your letter it is our understanding that Ms [redacted] has some concerns regarding her service and the return of the equipment Our Executive Customer Care representative reviewed all pertinent database recordsPlease be advised, per the installation guidelines; Mr [redacted] subscriber under: The installer will drill holes through the exterior and interior walls, into the room where the modem is located“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”“To ensure fair Internet access for all HughesNet® Gensubscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr [redacted] s frustration and concernAfter further review, we have added (5) tokens to the account to use once the policy has been exceeded.Mr [redacted] may contact our customer support team at [redacted] to troubleshoot any underlying issues with the service.We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration.Very truly yours,EF [redacted]

May 17, 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 the cancellation of his service. **. [redacted] states his account should have cancelled effectively 10/13/2013. After further review of our records, Hughes has honored his request and issued a refund of $71.33 to the credit card on file which represents the November 2013 payment to the account. **. [redacted] may contact me directly 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Of very POOR service and connection,being lied to repeatedly (credit to account)=NOT seen They have broken the contract by lying to me,ripping me off monthly (billing for service)NOT receivedWe're only able to get on the internet times out of (maybe ?).That's if it doesn't FREEZE in the middle of something when we do get on ?,I sent them an email that For every month here on (until contract ends-2/2015),I'm going to file with you and the Federal Trade Commission for (FRAUD,THEFT,LYING) IF THERE'S ANYTHING WRONG WITH OUR COMPUTER-VISUSES ?, (that they're claiming ?),THEY DID IT / PUT IT IN REMOTELY.The only thing I will accept is that they come take their equipment (we pay NOTHING),they broke the contract - NOT USNOT to mention I will be telling friends / family on facebook,etcthat they're thieves and liars (I won't be slandering them either) I work in a hospital,am affiliated with the VFW (grew up in-grand-father was a WWII vet - Pearl harbor,korean wars),and have many friends in the fire service,and contacts with state and federal SENATORS.Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Hughesnet did NOT give me a refund this January to the charges, the only refund I have received were in January They are not reading my full complaint, as far as the lack of communicates from the customer service issues with the reps not explaining charges and poor quality serviceI am still very unhappy and not a satisfied with any services that I receive from this company Regards, [redacted] - [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I accept the resolution but want Hughesnet to know that I was not the first party to break contract, as was explained in my complaint Also I am disappointed that they would not recognize the flaw in their sales department, stating that the equipment could be purchased back, and the different data costsThey are over selling the service and not being fully truthfulAlso the overage cost billed to me was not even discussed.I accept the resolution because I am willing to give a little, but I feel taken advantage of by hughesnet, and I am upset about that Thank you for the resolution, [redacted]

September 5, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear *** [redacted] : In response to your letter to the Executive Customer Support division of Hughes, 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 May 6, and requested to cancel her service on May 27, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply [redacted] ***’s account has be credited the disputed amount of $69.98, however there is nothing to refund at the moment because there is a balance of $after the credit placed on the accountThere was a charge of $assessed to the account for unreturned equipment which consists of the radio transmitter that is attached to the arm of the dishWe can provide a prepaid label if needed for the radio to be returned without incurring shipping chargesOnce the radio has been returned, the $will be credited to the account which will leave a credit balance of $to be refundedWe 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]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]