Hughes Network Systems

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I should not have to pay $100 for someone to remove part of the dish that was installed. Had this been told to me in advance, I could have considered it as part of my decision on whether or not I wanted to proceed with the service because other setalite companies do not charge for installation nor do they request satelite equipment back; if they do request equipment back, they do not charge for that. I want Hughesnet to send someone to my resdience, at no additional cost to me, to remove from the satelite they installed on my roof whatever equipment they need back. Secondly, when I called Hughesnet, the prerecorded message that does the scan of my system confirmed my system was down for some time and transferred me to a respresentative that was able to confirm the same thing. I did not contact them sooner because it was raining heavy that week so once the rain stopped, I thought service would be restored, but it wasnt so I contacted Hughesnet. I am being billed for 1 week of "service" that I did not recieve as verified by their very own system and representative. That is why I requested a full refund. Hughesnet needs to learn better customer service because what they are doing is not right and not fair to the customer. It is a definite learning lesson for me and others that witnessed this.
Regards,
[redacted]

June 24, 2014

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[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 about his service and is seeking to have a $300.00 equipment refund.  
 
After further review, we were only able to retrieve a [redacted] account for **. [redacted]. If **. [redacted] concerns are associated with his [redacted] account he would need to call ###-###-####.
 
If the concerns are associated with his Hughes account; we would need the phone number or account number.
 
**. [redacted] may contact me at the number below to provide the required information.  
  
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]

May 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on March 15, 2014 and requested to cancel her service on April 17, 2014.  We spoke to **. [redacted] in detail about our findings as a result of her complaint which included a sales call review. We are very sorry that **. [redacted] wasn’t able to use Hughes’ service and experienced frustration while dealing with customer service.  **. [redacted]’s account has been credited in the amount of $52.11 and that amount was refunded to the card on file.  We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

I would never recommend Hughes Net to anyone even my worst enemy. I was dissatisfied with the service since I got it. I called to cancel my account because where I was moving to the satellites were blocked and no satellite dish would work. I was told that I would be charged a fee of $310.00 which seemed outrageous but I didn't think I could challenge it so I accepted it. Then when the money was taken out of my account it was 21.00 more than I thought and overdrew my account. I called them and was told it was because of used service. I didn't even use the service. I don't even have the dish on my property. I'm sure they could tell the service hasn't been used. They didn't want to hear anything I had to say just told me is was a valid charge. Never again will I use this service. Everyone is correct this is the slowest service and it slows down when you get to your limit even though they claim they give you extra data.

August 28, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID [redacted] Dear [redacted]...

[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 the account is registered to [redacted] and was activated on August 6, 2014. The account was canceled on August 13, 2014.  Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has been credited in the amount of $315.80 and that amount has been refunded to the card on file. After the refund, the total net amount paid was $34.21. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours,  Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

May 31, 2014

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[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 her service and would like to cancel her account and have the equipment removed. 
 
After further review, we are unable to locate **. [redacted]’s Hughes account. Hughes will need the phone number or account number associated. We would need **. [redacted] to contact me directly. We left a message on 5/31/2014 and are awaiting a response to bring closure.
 
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]

February 4, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint...

ID [redacted]
 
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on April 16, 2013. On January 3, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $295.00.
 
There was a sales call review and **. [redacted] was informed about the contractual agreement after the first 30 days. In addition, **. [redacted] called customer support during the first 30 days and was notified on May 6, 2013 that VPN service isn’t recommended for use with Hughes and that it will slow the browsing significantly if it works.  
 
Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that she would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. In recognition of **. [redacted]’s circumstances, Hughes agreed to make an exception regarding our cancelation policy and applied a credit toward the early termination fee.
 
In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $100.00 to his account which reduced the early termination fee to $195.00. We apologize that we aren’t able to waive the fee in its entirety because it is a valid charge and **. [redacted] was made aware of the terms and conditions prior to having the service installed.
 
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]

April 17, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
Complaint ID # [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, we are unfortunately unable to contact **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
 
In order to bring resolution to **. [redacted] complaint, Hughes would need the account number or phone number associated with the account. **. [redacted] may email her account information to the email address below putting my name in the subject field or she may contact me at the number below for closure.
 
Hughes is wholly committed to clarifying the nature **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].
 
Very truly yours,
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

May 20, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear **....

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on March 21, 2014. On April 28, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.   Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $400.00 to his 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]

August 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s service was activated on May 14, 2014.  Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  We have agreed to waive half of the early termination fee if he decides to cancel his service. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

We signed up with hughes net after we signed up with direct tv. the installation person was rude and non helpfull when it came to burying the cable line. Now we discover we only get a certain amount of bandwick and when it runs out before the end of the month you are out of luck ; unless you pay more. There upload speed is as slow as a crawling snail. call them on the phone is another hassle with promises of call backs and run around double talk. And the worst of it all we are stuck with a 2 year contract. Stay away from this overpriced c[redacted] service company.

February 24, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
/>
Complaint ID [redacted]
 
Dear **. [redacted]:
 
In response to your letter to the executive customer support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service.
 
Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on October 26, 2013. Relative to **. [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. Regarding **. [redacted]s’s request to receive invoice billing at no additional charge, Hughe’s subscriber agreement contains specific language that states invoice billing is available but at an additional charge.
“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In 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 $5.00 per month.”
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. **. [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical support. If her speeds are below average speeds we would be happy to offer advanced tech support to **. [redacted] to insure that her service is operating as it should. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. If **. [redacted] still wishes to cancel her service she will be within her contractual agreement, and an early termination fee will be a valid charge.
 
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]

June 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[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 **. [redacted]’s account was activated on May 12, 2014 and requested to cancel her service on May 21, 2014.  Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $289.86. Our records indicate that $192.03 was refunded to the card on file on May 29, 2014 and the remaining $97.83 was processed to be refunded on June 18, 2014. A message was left with our decision on June 18, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

June 9, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on April 24, 2015 and requested to cancel his service on May 18, 2015. Relative to [redacted]’s concerns regarding Hughes’ service, Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. You can use [redacted] with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In 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.  Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has be credited the disputed amount of $43.04 which is total amount paid. Although Hughes isn’t obligated to refund the amount because it was for services rendered, we have refunded the amount to the card on file. If [redacted] contends that damage was done to his roof, a damage claim needs to be made with the dealer that completed the install. Please be informed that the install was signed off on as a successful install. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

August 28, 2014

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[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 it is our understanding that [redacted] has some concerns regarding his service. 
 
Our Executive Customer Care representative reviewed all pertinent database records.
After further review, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. The equipment must be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.  
“In the event that you used a debit card to activate your subscription, you authorize Hughes to initiate debit entries to your checking or savings account, as the case may be, for payment of the monthly charge for the Service. Hughes, pursuant to this authorization, will debit the monthly service charge for the Service from your account each month. In addition, Hughes will deduct from your account any and all early termination charges arising from termination of your Service prior to its required minimum term. Hughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and Hughes. Hughes will charge a return fee for each debit that is declined by your bank. The return fee will vary from state to state and will be the maximum amount allowed in each state.”
 
Once we receive [redacted]’s equipment the remaining fee of $214.00 will be issued a refund.
 
[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.
 
 
Very truly yours,
 
 
Ecole F[redacted]
Sr. Executive Customer Support
###-###-####
[email protected]

July 2, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear **....

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on June 2, 2013. On June 12, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $235.00.   Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circu**tances, 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 $235.00 to her account representing the early termination fee. That amount will be refunded to the card on file.   We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Again, I am receiving a bill monthly of over 70 dollars.  I have not even used the internet service for at least 4 months due to taking care of my ill mother.  So, for a basic planning amounting to 70 dollars and not using it on top of that is inane.  If they cannot resolve this matter, I will forward the complaint to the Federal Communication Commission.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Handwritten Attachment
 
Regards,
[redacted]

As customers of Hughes Net for three years, we had nothing but bad experiences. The internet would not work 50% of the time and the rest of the time it was extremely slow. When we would try to call customer service they would tell us in their most polite sarcastic voices that it was our fault. It was NEVER their fault of course. We live in the country and had no other options for internet until now when we switched immediately. They sent us a return box for the equipment, which wouldn't be a problem except they expect us to climb on the roof and disconnect a radio and send it back. This puts us in danger and they could care less. They are too lazy to come get their own equipment off the roof and expect their customers to put themselves in danger instead of having a professional come out. If we wanted a professional, we would have to pay $100 out of our own pocket or be charged $300 if we choose not to endanger ourselves. So in conclusion, my family and I would never ever recommend Hughes Net. They are rude, and could care less about their customers and have the slowest internet I have ever experienced.

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]