Hughes Network Systems

February 26, [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 reviewed all pertinent database records prior to attempting contact with [redacted] 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 [redacted] [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: I called within the day limit and was dissatisfied with the service and it was never brought to my attention that I could opt out of the contractthat being said I do not believe I should have to pay any fee for early termination of the service, being that your company has failed me as a customer in so many ways Regards, [redacted]

I am moving to Madison Heights, VA from Fairfax, VA We have tons of internet options TONS! Where we are moving, we have HughesNet I called to set up service and was told I had to buy the dish for $ I have a year lease and an awesome credit score, why can't I lease the dish for $a month like advertised on the site? Well, I didn't qualify....fishy! So I told the guy I would call back Today....I qualify to lease the dish But even though they are the ONLY carrier in the area AND I have a dish installed on my house now (the previous tenants also had Hughesnet) they are STILL charging me a $install fee And if I cancel before months I could pay up to $to terminate my contract I have a year lease! A YEAR! I can't begin to tell you how ripped off I feel I don't have any options and the one I do have knows they have me in a tough spot and is taking advantage of it I hope their service after installation is great because I am super unimpressed now and feel very taken advantage of

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]

July 20, 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 Ms [redacted] has some concerns regarding her HughesNet serviceWe have previously sent multiple responses concerning Mr***’s account under complaint ID [redacted] Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the service was activated on March 31, As Mr [redacted] mentioned, his wife was the person that called and inquired about service and with his permission allowed his SSN to be used to qualify for the lease option which in turn makes him the account holderThe SSN isn’t used for any other purposeOn May 14, 2015, Ms [redacted] requested to cancel the account and was advised that the account holder needed to make the request and was reminded of the terms and conditions Currently the account is still active and the account holder needs to call 1-866-347-to request to cancel the serviceIf the service is canceled at this time there would be an early termination fee added to the account in the amount of $We requested a sales call review to determine if the correct information was giving regarding the early termination fee during the sales call and the results of the sales call review determined that the correct information was provided The results of the sales call have determined that the proper information was given pertaining to the month commitmentThe early termination fee is valid if Mr [redacted] still wishes to cancel his serviceMr [redacted] must contact customer support to request to cancel servicePlease find the results of the sales call review as follows; the agent read our required Service Term disclosure, during the T&C’s of the saleWe spoke with spouse, [redacted] for the whole call/order.24:Agent read service term disclosure: The contract term is monthsIf you cancel after activation but before the end of your term, you will be subject to an early termination fee of up to $You must return your equipment within days of canceling your service to avoid a $unreturned equipment feeThanks, Regarding Mr***’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 Mr***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr [redacted] experienced with our service, we will issue a credit of $to his account representing half of the early termination fee 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 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]

August 24, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID 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 May 8, Mr [redacted] currently has Hughes’ Power plan which is listed at $per monthRegarding Mr [redacted] ’s concern of being told his service would increase by $for months, please be advised that Mr [redacted] is currently receiving a $service discount that applies on to the plan he’s currently on The Pro plan mentioned can be offered to Mr [redacted] at the $rate which is $less than its listed rateWe understand Mr [redacted] ’s frustration and concern and would like to be able to help in the best way we canThe service discount of $that he’s currently receiving isn’t inclusive with any upgrade offers because the service plan price is already being discounted by $off of the rateWe are happy to upgrade Mr [redacted] to the Pro plan for months at the rate of $per monthWe 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]

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 However, I would like to add that Hughes should make it clear in writing on their website of the slow data speeds that may be experienced after the monthly allowance is exceeded 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: However they really did not address the real reason for the call and it was the outside equipment they tech installed It has worked fine since and had no problems 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]

THIS COMPANY LIES! THEY DO NOT INFORM CUSTOMERS YOU ARE IN A TWO YEAR CONTRACT THE INSTALLERS TELL YOU THEY NEED YOUR SIGNATURE STATING WORK WAS COMPLETED AND THAT IS ACTUALLY YOU SIGNING THE TWO YEAR CONTRACT THEY WOULD NOT GIVE ME TIME TO READ IT, THEY SAY THEY PROMISE NO CONTRACT...LIES LIES LIES!!!!!! ONCE YOU SHIP BACK EQUIPMENT THEY STILL CHARGE YOU AND THEN SEND YOU TO COLLECTIONS I HAVE BEEN DEALING WITH THIS COMPANY FOR A YEAR IN A HALF NOW FOR ONLY MONTHS OF SERVICE(SERVICE NEVER WORKED) I PAID A CONTRACT FEE FOR CANCELLING I SHIPPED BACK EQUIPMENT OVER MONTHS AGO AND NOW THEY SEND ME TO COLLECTIONS BECAUSE THEY NEVER RECEIVED EQUIPMENT BACK THEY REFUSE TO LET YOU SPEAK WITH A MANAGER THEIR CUSTOMER SERVICE SKILLS ARE AWFUL......THIS IS THE WORSE SERVICE PROVIDER I HAVE EVER HAD!!!!!!! DO NOT DO BUSINESS WITH THEM!!!!!!!!!

I have had Hughesnet for a little over a year now only because it's the only internet provider in the area in which I liveThis is by far the worst customer service I have ever experienceOn the day that our bill is generated we begin receiving harassing pop up pages on our computers which are followed up with pop up's threatening to send us to soft collectionsIn the event that we may be a few days late in the payment we can barely maneuver around the internet only to be faced with page after page of Hughesnet pagesWe deal with this every month, we have filled out customer service surveys with no response and have made several calls to supervisors asking for better customer serviceAs a paying customer the service that I receive in my opinion is harassment and makes me feel like I'm a deadbeat who doesn't pay my bills ( not the case) and that Hughesnet seriously could care less about having my business with them and showing that they would like to keep me as a customerI would strongly tell anyone to stay away from Hughesnet if you have any other option

June 30, [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 his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’ service was activated on January 6, [redacted] contacted our support team via chat in May of to say that when the weather is rainy or cloudy he loses signalHughes’ 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.” It’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 techniques On May 24, remote diagnostics revealed that there was a line of site issue which is a result of the dish movingThere is no way to determine at what point the dish moved to cause the line of site issue but after installation it has to pass several tests to be successfully commissioned As a courtesy we have issued a two month credit in the amount of $ [redacted] ’ monthly service plan is $59.99; however he receives a $service credit 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 considerationVery truly yours, Darron W [redacted] Executive Customer Support###-###-####[email protected]

June 6, [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 ** [redacted] ’ service was activated on January 6, On April 24, 2014, ** [redacted] ’ account was cancelled As a result of cancellation within his contractual agreement, ** [redacted] ’ account was charged an early termination fee in the amount of $All customers have days to cancel service for any reason without penalty 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 feesHowever, in recognition of ** [redacted] ’ circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties ** [redacted] experienced with our service, we have issued a credit of $to his account representing half of the early termination feeIn addition to the $credit, we have credited $of the $worth of charges for service on the account since it was installedWe informed ** [redacted] of our decision on June 6, 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]

My brother, Lee WT***, a wheel-chair bound disabled ex-Marine, requested HughesNet to discontinue his internet service They requested a fax of his power of attorney so that his and my mother could authorize the disconnect We faxed the information; the transmission sheet states it was received by HughesNet on 06/29/at 8:AM, pages, Status OK -- VAMAlmost two months later HughesNet notified my mother that they had not received the fax I do not believe them, and believe they are culpable of their own inefficiency I phoned their customer service number and requested a mailing address so that I could send the power of attorney by registered mail, to which they stated they did not have an "address." This ridiculous response is asinine; surely they have a legal department as well as a complaint department It is obvious that they do not want to deal with any complications they do not consider worth their timeThis corporate giant is concerned about their bottom line, not their customersI asked why I should refax the power of attorney to the same fax number if they did not receive the first one; how could I be assured they would receive the second one? They said that I had to resubmit the fax anyway; that they did not have an address other than billing and accounts So I refaxed the information and included the original transmission sheet, using the exact same fax number HughesNet gave us for the initial faxThis company is one of the most belligerent, arrogant and self-centered establishments I've dealt with in a long time; they are deceptive in my opinion and seemingly incapable of expressing any form of redress that will accommodate their subscribers I understand that the staff must repeat what corporate has told them, but this kind of indifference must be stoppedDisabled persons, especially ex-Marines and other armed service members who have served their country, should have a little common respect afforded them from the corporations who have benefited from their service

August 06, [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, it is our understanding that [redacted] has some concerns regarding her 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.” 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 agreementConsequently, 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, Hughes will waive the early termination fee leaving the balance due to $ [redacted] should also receive a box and pre-paid label to return her equipment successfullyIn addition, we have created a complimentary dispatch for a technician to arrive on site to successfully de-install [redacted] ***’s equipmentA technician will contact [redacted] directly to schedule a convenient time to come to her site [redacted] needs to return the equipment within days of the cancellation date to avoid being charged an unreturned equi0pment fee Unfortunately, we will be unable to issue any additional refunds 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, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

July 8, [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 her service and is seeking to cancel without penalty After further review, ** [redacted] has contacted our technical support on several occasions in regards to having issues with her phone service and internet service In light of the issues ** [redacted] experienced with her service; Hughes has cancelled the account and waived the early termination feeThe equipment needs to be shipped back within days after cancellation to avoid being charged an unreturned equipment feeA box will be shipped to ** [redacted] in (5) to (7) business days after cancellation We notified ** [redacted] of our decision on 07/08/ 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 [redacted] [email protected]

April 14, **David Dennis 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 Our Executive Customer Care representative reviewed all pertinent database records After further review, Hughes has issued the refund of $to the credit card on file While we regret losing ** [redacted] as a customer, Hughes understands ** [redacted] ’s frustration and concern Therefore, we have created a complimentary dispatch for a technician to arrive on site to de-install ** [redacted] ’s equipment A technician will contact ** [redacted] to schedule a convenient time to de-install his equipmentThe equipment needs to be returned within days of the cancellation date to avoid being charged an unreturned equipment fee with the required return materials sent to ** [redacted] ’s site ** [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 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 have been a customer for over a year and when my contract was up, I was offered a $discountUpon receiving my bill each month, I was being charged the $instead of a discountI would have to call every other month about my billThis last month when it occurred again and I called once again, the representative gave me a case number to resolve the issue and was correcting my billI later found that my bill hadn't been adjusted so I called once again but this time the representative stated that my account had been locked for nonpayment and it was policy for the discount to be added to my billWhen I asked to speak with a supervisor, the supervisor was too busy to speak with me but was able to speak with the representative and they decided that they would adjust my account this month but was locked out of the discount for the rest of this yearI asked to be transferred to the cancellation department and they offered me a $but I couldn't get the $discount because the other representative locked me out of itI had and have never heard of such practice for a business beforeAlways adding extra stuff to my bill then changing discounts and supervisors not talking to customers is unheard ofI want others to be warned about them

April 21,
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*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File # ***
Dear ***:
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** has some concerns regarding gaming with our service and is seeking a refund of $after cancellation
Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contactAfter further review, ***’s account was issued a refund of $on 03/16/to the credit card on file
The remaining amount of $is for services rendered, unfortunately will be unable to issue any further refunds
*** may contact me with any additional questions
We sincerely regret any inconvenience that *** 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,
*** ***
Executive Customer Support
###-###-####
[email protected]

May 15, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404 Re: *** and *** *** Complaint ID
*** Dear *** ***: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** to resolve the outstanding matter. It is our understanding that *** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s account was activated on March 28, and requested to cancel his service on April 2, 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 $and that amount has been refunded to the card on fileA message was left with our decision on May 15, 2014. We sincerely regret any inconvenience that *** 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]

March 14,
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
Complaint ID
***
Dear *** ***:
In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** to resolve the outstanding matter. It is our understanding that *** has some concerns regarding his HughesNet service.
Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with ***. Our records indicate the service was activated on July 25,
Regarding ***’s request to have his service placed on suspension, he will need to contact customer support at ###-###-#### to have that order placedA message was left on his voicemail with our number in case he needs help getting them on the lineAs a courtesy we have credited the account in the amount of $
We sincerely regret any inconvenience that *** 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]