Hughes Network Systems

September 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 MrLeland has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the service was activated on May 28, On July 19, 2015, Mr [redacted] s account was cancelledAs a result of cancellation within his contractual agreement, Mr [redacted] s account was charged an early termination fee in the amount of $Regarding Mr [redacted] s concern with Hughes’ data allowance, Hughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)The policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthPlease be advised that there were never any issues found to be the result of a problem with Hughes’ serviceIt was documented that MrLeland had exceeded his data allowance and he was advised as such as of July 17, Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on fileAfter the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $per month“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatoryIn the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $per month.” Regarding Mr [redacted] s request to cancel without penalty, please be advised that when MrLeland 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 policyIn 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 the 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]

September 7, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, 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 Ms [redacted] has some concerns regarding her HughesNet serviceOur Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms [redacted] ’s service was activated on May 11, On June 20, Ms [redacted] ’s service was canceledAs a result of cancellation within her contractual agreement, Ms [redacted] ’s account was charged an early termination fee in the amount of $for the internet service and $for the phone service At the time Ms [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBMs [redacted] ’s current monthly service includes 10GB of anytime bytes and 50GB of bonus bytes Regarding Ms [redacted] ’s request to cancel without penalty, please be advised that when Ms [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 Ms [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties Ms [redacted] experienced with our service, we have waived the early termination fees for both the internet and phone servicePlease be advised that all credits issued were used to waive the early termination fee which typically is not waived in its entiretyThere will be no refund for prorated service as the service wasn’t cancelled during the first days We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration Very truly yours, Darron W [redacted]

This business is stealing from ignorant peopleI understand they may offer service to those in remote areas but they should disclose that there are better ISPs in an areaThey service is inferior and expensive that includes a contractSomeone like my mother has no idea what they re doing when signing up for an isp and they have taken her money

Complaint: [redacted] I am rejecting this response because: I appreciate the fact that Hughes is not holding me responsible for a termination of service fee for service that was not available from them at my location! However, the fact that they seem to be missing here is that the technician took the equipment (modem) with him as I stated in my numerous attempts to call Hughes and as I stated in my complaint to the BBB. There should be no threats being made by Hughes to charge an unreturned equipment fee on equipment that was never installed and was not left at my residence by their contracted technician, just as there should have been no termination of service fee for service that was not available. Thank you, **. [redacted] ***

Horrible customer service!!!!!!!!!!!!!!!!!!!!!!!!!! Outrageous termination fees C [redacted] service Worst company I have EVER dealt with

I upgraded my service to accommodate for the lack in access and was signed up for an additional years of service to which I never agreed I tried to cancel the service to which they would charge me a monthly charge for the rest of said contract years of my life wastedyears of on time payments and sy service is all that I have to show from these "services" is no understanding and forced to pay the last two months even though I was not able to access the internet for weeks

justify;">May 20, [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 At the time ** [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement in order to begin his HughesNet service “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.” Please be advised when ** [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period Consequently, we believe that we have a contractual right to assess these fees However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy We value ** [redacted] as a customer and would like to restore his faith with our serviceHughes would like to do some troubleshooting to determine any underlying issues with his service to meet his expectations ** [redacted] may contact me at the number below for closure 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 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 5, [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 previously contacted [redacted] to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding his service Regarding [redacted] ***’s latest concern, we apologize that he is continuing to experience problems with his serviceOur records indicate that [redacted] spoke with our technical support after his session with Home Tech Support and stated that he wasn’t available to troubleshoot at that time and that weekdays were not good for him to be available As previously mentioned all remote diagnostics don’t indicate a problem or need for a tech visitIf [redacted] would like to schedule an appointment with our advanced level technical support team we would be happy to arrange that for himWe 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]

[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]

June 18, [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, we have attempted to contact ** [redacted] to resolve the outstanding matter It is our understanding that ** [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ***’s account was activated on May 12, and requested to cancel her service on May 21, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply***’s account has be credited the disputed amount of $Our records indicate that $was refunded to the card on file on May 29, and the remaining $was processed to be refunded on June 18, A message was left with our decision on June 18, 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]

July 8, [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, we have contacted ** [redacted] to resolve the outstanding matterIt 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 ***’s service was activated on February 13, Regarding ***’s request to receive information for the sales source so that he may dispute the charges on his account, we provided the name and number of the dealer however we don’t have the name of the sales agent he spoke to because it was a direct dealer In an effort to resolve ***’s complaint we have offered a service discount in the amount of $off for six monthsHis current service plan is $plus a $modem lease fee** [redacted] will receive $off his bill for six monthsAt the end of the of the six month service discount, the regular rates will resumeWe informed ** [redacted] of our decision on July 8, 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, [redacted] Executive Customer Support###-###-####[email protected]

do not subscribe to this service I was desperate for better internet this is not the answer counting the days till my years is up can't afford early disconnect charges, don't waste your time with customer service

July 3, [redacted] sans-serif;">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, it is our understanding that ** [redacted] has some concerns regarding his HughesNet service Regarding ***’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 her service within his 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 After further review, in light of the difficulties ** [redacted] encountered with our service we issued a credit of the early termination fee in the amount of $There is was a remaining service fee of $that we reduce to $This amount needs to be paid to bring the closing balance to $ While ***’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts ** [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 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, [redacted] ###-###-#### Executive Customer Support [email protected]

February 25, black;"> ** [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 Please be advised when ** [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period Consequently, we believe that we have a contractual right to assess these fees However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy We will allow ** [redacted] to cancel his service without penaltyUnfortunately, we will be unable to issue a refund for the equipment due to it being beyond the day refund policy We have sent the signed contractual agreement to ** [redacted] email address on file If the ***’s has any additional questions they may contact me directly with the number below 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]

I signed up with Hughesnet Genwith Hughesnet Voice through a flyer I received in the mailI was to get free internet and home phone equipment, free sand activationThe first month of Hughesnet internet service was free, but not the phoneI was promised a deal of $for both internet and phone for months with a contract of monthsAfter having Hughesnet for a month I checked my billing statementIt said $I had to call and speak to someone to remind them of my deal, which turned out to be good for only six monthsI am getting $off for the internet and $off for the phoneThey said I could keep the first $internet discount for months but would have to call every months to renew the second $internet discountThe third $discount is for the phone and is only good for three monthsNo renewals for that oneI feel very disappointed and angry at HughesnetThey lied to me from the startThey won't put any of their deals in writingThey'll give you a reference number, that's allI really thought I would be saving on phone and internet serviceThat's why I went with themHad I have known what shady dealings they practiced I certainly would have gone elsewhereThe operator said they were partners of Directv, which I have had for fifteen years, which is not trueI advise you to look elsewhere for high-speed internet access if you live in a rural area as I doThe phone sound quality is mediocre with echoes and gaps

[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 not satisfactory to me, however, I feel this is the only resolution I will be offered, so I may have to accept it There was not a return shipping label provided when the new equipment was sent to my home addressSo now, Hughesnet is expecting me to pay for shipping on that, thus costing me more moneyThe fact that my equipment was not sent when I was told it would be, may be the reason for no return shipping label being providedAfter waiting for weeks for replacement equipment to be provided per the request of the Tech Support Agent, I called again to question where the replacement equipment wasAt that time, I was told the equipment never got sent, and that person said I would be getting my equipment the following day via overnight shippingWhen the equipment arrived, the first thing I noticed was there was no return shipping label, and immediately called into Customer Support to ask that one be sentI was told I would receive one in the mail, and it never showed upWhen I made the initial phone call to obtain service, I was never given the terms of "early cancellation fees"Also, I was never given the terms of "Data Peak Hours"I was informed that I would have 10gb of data per month, but was never explained that less than half of that data was allowed at certain hours of the day, mostly during the times we are not home, as are most people with full time jobsThe performance of our internet service has never been at the level of 5mb download, as I was told it would beOur service was, and is, commonly performing at about half that rate or lessThat fact that Hughesnet does not offer any kind of "Customer Satisfaction Guarantee" is very upsetting to me as a consumerI personally work in Retail Sales, and we offer our customers, multiple options for Satisfaction GuaranteeHughesnet preys on people, especially people in small towns with little to no options for internetThe make statements that they will provide the best satellite internet speed and reliability to any customer, yet that doesn't happen If Hughesnet is willing to waive the entire early termination fee, I will gladly ship the equipment back to them out of my own pocketOtherwise, I would request that Hughesnet provide me with return shipping labels for any equipment they would like returned 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: First of all, at the time of installation I was not shown any forms nor was I told of any agreement being made After the install, I signed an electronic box which I was told was to confirm the work had been done Second, the e-mail that was sent to my e-mail did not show a signatureI still have not seen an agreement that I signed on 12/21/2013, because I didn't sign one Third, if the equipment was in proper working order we would not be in this situation in the first place On our last call to technical support, somewhere in another land, the man told us he would not schedule a technician to come out since he believed our modem and or/router were not working They have always and are currently working This was the last straw which forced me to turn elsewhere Fourth, my husband has determined that it must be HughesNet equipment errors, because when the service goes down, very often, he can go in and hit the web accelerator and it will begin to work again for a few minutes However; we cannot use two computers at the same time Should the internet work in the evenings? when a cloud rolls by? when a bird flies over? when the wind blows? when the dog barks? We mostly use the computers for our sports and general web surfing for research We don't do music and pictures What internet we do get is as slow as dial-upAt this time, we feel we need a technician to camp outside our home and be readily available for assistance when we have internet failure I am rejecting HughesNet's offer at this time due to the mentioned reasonsIf they could fix the problems that are continuing to shut down our internet and keep it running, we would be glad to have HughesNet, but this has been very inconvenient If this cannot be fixed, I will settle for nothing less than them discontinuing service for no fees since I didn't sign anything mentioning an agreement P.S.- the internet went down twice doing this letter Regards, [redacted] ***

July 17, "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 about her account and is seeking the early termination fee waived ”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.” Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment periodConsequently, 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 issued a credit of $to cover half of the early termination fee [redacted] was charged $We have issued another refund of $to the credit card on file leaving the amount charged to $ [redacted] may contact me 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 Sincerely, Ecole F [redacted] Executive Support ###-###-#### [email protected]

July 15, [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, 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 account was activated on June 14, and requested to cancel her service on June 21, 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 $and that amount has been refunded to the card on fileThe account was previously refunded in the amount of $and the $is the difference from the total amount paid of $Regarding [redacted] ’s request to deinstall the equipment, it is a billable service in the amount of $The tech will not remove the dish, mount, or cablesThe tech only will remove the radio which is attached to the arm of the dish and leave it with the customerIf [redacted] wishes to schedule the deinstall customer care can create the order to do soWe 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]