Hughes Network Systems

June 18,
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*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
Case# ***
Dear *** ***:
In response to your letter to the executive customer support division of Hughes, it is our understanding that *** has some concerns regarding her HughesNet service
After further review, ***’ account reflected a balance of $which consists of April and May billing cycle
The amount charged on 05/28/is a valid chargeIn light of the difficulties *** had with paying her bill; Hughes issued a credit to her account in the amount of $as well as $off her account for (4) months
Unfortunately, Hughes will be unable to issue any additional credits to the account
*** may contact me at the number below 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
Sincerely,
*** ***
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: ***
I am rejecting this response because:
This is NO WAY addresses the issues raised The core issue is that we have NO CONNECTIVITY The slow speeds are secondary We have tried many many times to "trouble shoot" with advanced tech support - it has not resolved the issue Customer service is frustrating and unhelpful If HughesNet thinks pointing to an agreement signed for a service that is not delivered they are mistaken
I simply requested a tech come and look at our installation to work out why the service cuts out numerous times a day They failed to address that issueSeems the complaint to to Revdex.com is pointless...is there any other recourse as this really is unacceptable?
Regards,
*** ***

February 4,
*** *** ***
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 matterIt is our understanding that *** has some concerns regarding her HughesNet service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to Sharon *** and was activated on April 19, On October 16, 2012, ***’s account was suspended for six months which puts the month commitment period on holdThe account was canceled on June 6, As a result of cancellation within her contractual agreement, ***’s account was charged an early termination fee in the amount of $which was paid by credit card.
Regarding *** ***’s concern that when she called to cancel service on her mother’s behalf of not being told that the radio needed to be returned, it is noted that the agent read the required disclosure which indicates the modem, power supply, and radio needed to be returned once the return kit provided by Hughes has been received within days to prevent being charged $for unreturned equipment
In light of the difficulties *** experienced with our service, we have issued a credit of $to her account representing the amount she paid for the early termination feeThe $can be used to apply to the closing balance 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]

June 6,
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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 support division of Hughes, it is our understanding that *** *** has some concerns regarding her service.
Our executive customer care representative reviewed all pertinent database records prior to attempting contact with *** ***. Relative to *** ***’s concerns, “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 *** ***’s frustration and concernIn light of the difficulties *** *** has experienced with our service, we have issued (10) tokens to her account to use at a future date
We have performed diagnostics and we have not detected any issues with *** *** site
We would need for *** *** to contact me at the number below for further troubleshooting to uncover any underlying issuesWe would like to also provide specific tools that will help *** *** manage her downloading
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]

I have had Hughesnet since May The service has been less than satisfactoryI have contacted Hughesnet several times regarding the fact that I can't even watch a short video on Facebook when connected to the Wi-FiMy daughter can't complete her homework assignments when on the due to the slow speedsI was promised the package I selected would allow us to watch Netflix with no problem, that has never happenedI cancelled my Netflix due to the fact I have been paying for it and unable to use it for over a yearIf I could cancel Hughesnet I would, but I am locked in a contract for another months that is costing me almost $a month that is useless to meDiinternet would be faster than what I have right nowI will never recommend Hughesnet to anyone and will let as many people that I can not to use this internet company

Had to get to the corporate headquarters for resolution Data usage was not explained clearly at the beginning of sales call

Worst customers service everThey installed a dish, but did not aline the dish correctlyWhen I called to find out why are internet was so slow they told me the dish was not alined correctly, but for another $They could send somebody out to fix itIt was be Very lined up correctly from the beginning

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: ***
I am rejecting this response because:I have not been at this residence for about months and have not used internet at all during that time I WAS NOT made aware that the monthly charge for basic internet would be this high I wish to have the monthly charge reduced, if it isnt, I will be forwarding this information to FCC for investigation.
Regards,
*** ***

June 2,
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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, we have attempted to contact *** to resolve the outstanding matter. It is our understanding that *** has some concerns regarding his HughesNet service.
Please be advised when *** 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
After further review, our records indicate that *** was advised based on the case number provided of (***) that he would be responsible to pay the $which was half of the fee charged
We received the payment on 04/16/2014, bringing the amount due to $
Unfortunately, we will be unable to issue any additional refunds to the account
We attempted to leave a message with *** to advise him our decision but we were unsuccessful*** may contact me directly 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]

[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 ***, and find that this resolution is satisfactory to me I am not completely happy since the reason for my cancellation was that they turned my internet completely off, not just slowing it down after my data reached max for months in a row I feel that they breached the contract and I really feel that they should not charge me at all because it was their fault Also...the only reason I upgraded to gen was that they called me and asked me to They also stated that I would not run out of internet service unless I was streaming movies....which we were not I also asked to go back to the daily roll over instead of the monthly and they refused to let me do that But, I guess this is the best I can get...they ripped me off and I am not happy, but they are the business and they have the control This is the best I can get, I guess
Regards,
Missy Mccoskey

[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 ***, and find that this resolution is satisfactory to meBut since I've canceled services with them I've called multiple times to get a box with a return label to return there property and as of yet I haven't received a box to do soI've called the same day I made this complaint with Revdex.com and again few days agoI refuse to spend any more money on this company to get a box and shipment costs
Regards,
*** ***

text-align: justify;">May 15,
*** *** ***
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 support division of Hughes, it is our understanding that *** *** has some concerns regarding her service
At the time *** *** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her 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 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 *** ***’s frustration and concern.
After further review, we did several troubleshooting steps with *** *** to try and uncover any under lying issues with her service
As a result of the issues she experience; there is currently a service discount applied of $off for months to her account
Unfortunately, we will be unable to provide any additional credits
*** *** may contact me directly with any additional questions regarding her account
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 23,
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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 support division of Hughes, it is our understanding that *** has some concerns regarding his service
At the time *** 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 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 ***’s frustration and concern. As a result, Hughes has performed diagnosed with his service and determined there are not any issues with his system componentsHowever, we would need to do further troubleshooting to determine any underlying issuesAfter troubleshooting, *** needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating
At this point, we will be unable to waive the early termination fee
*** would need to contact me directly to bring closure to his complaint
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]

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

August 6, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID 10138451 Dear ***
***: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with *** *** and is unable to locate an accountHughes is wholly committed to clarifying the nature of *** ***’s concerns and expectations relative to her accountIf *** *** 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 complaintIt is not procedural to require a credit check for pricingThe only thing that is required is an address because pricing can be different for different areasUsually a credit check is only done when a credit card is given to establish service to qualify the account for the lease option which is less money up frontIf *** *** didn’t complete the sale and only called to ask about pricing, a credit check isn’t necessary and we will investigate her concernIf a credit check was done and she didn’t have any intention of subscribing to the service such as giving a credit card she can always dispute the inquiry with the credit bureauHughes’ credit check isn’t a negative impact and is only considered to be a soft inquiry 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, Darron *W***Executive Customer Support###-###-####[email protected]

March 12,
*** *** ***
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 her HughesNet service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s account was activated on July 5, On February 18, there was an additional charge on her account that involved an upgrade fee that she wasn’t aware of
As a courtesy, we have credited the account in the amount of $and we have refunded that amount to the card on file
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]

June 17, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding her HughesNet service. Regarding ***’s latest concern, our records indicate her browsing issues were largely affected by exceeding the data allowanceTo 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 each bucket ranges from 10GB to 20GB per month As previously mentioned we have credited $of the $early termination feeIf *** hasn’t received a return kit, we can send a prepaid label so that she can send the leased equipment backAdditionally once *** sends back her defective modem, $will be credited to the account bringing the final balance to $ 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]

February 25,
*** *** ***
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 matterIt 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 service was activated on September 11, On November 1, 2013, ***’s called to request to cancel and accepted a retention offer of a service upgrade and $discount for monthsRegarding ***’s statement that he called during the first days to inquire about canceling, it was actually past the day period to cancel without penaltyOn February 3, 2014, ***’s service was canceledAs a result of cancellation within his contractual agreement, ***’s account was charged an early termination fee in the amount of $355.00.
Regarding ***’s request to cancel without penalty, please be advised that when *** 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 ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy
In light of the difficulties *** experienced with our service, we have issued a credit of $to his account representing half of the early termination fee and that amount has been refunded to the card on file.
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]

[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: ***I am rejecting this response because: I sent in this 3rd complaint against Hughesnet on 3-14-14, it was not responded to until 4-02-*** *** was well aware of situation I was having with the poor service and the number of times the service that hughesnet provided had failedThis again is an example of the arrogance of hughesnet to ignore customers problemsIn the complaint I initiated on 3-14-14 it was clear in my statement that I had been contacted twice by advanced technical support from hughesnet, which I was assured there would be no fee for terminating serviceI gave dates and times I was contactedI left several messages with *** *** which she did not respond too resulting in this 3rd complaintThe audacity of her responding saying I am still responsible for payment shows Hughesnet arroganceWith the number of lawsuits they have against them and customer complaints it would seem a change would be priority! I still want apology and the fee removed as stated in complaint, nothing has changed other than I have intiated customer complaint with my local tv station and after that will take to major news outletsI am tired of Hughesnet abuse and it needs to be brought to public attention along with their advertisingThank god for my new satellite service with exede.net.Regards,*** ***