Hughes Network Systems

February 18, 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 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 September 25, 2013. On September 30, 2013, **. [redacted]’s requested to cancel service but accepted a retention offer to extend his trial period for an additional 30 days.  There were a couple of transactions in the system which caused it to bill the early termination fee in the amount of $400.00 even though there was an offer to extend the trial period. 
 
As soon as the charge hit **. [redacted]’s card, it was credited and refunded on the same day which typically would take a little longer to accomplish. Regarding the other charge **. [redacted] mentioned, it was for an unreturned radio that the system recognized as being not being returned. **. [redacted] stated that he wasn’t informed of what needed to be returned, however it is standard practice to verbally state the terms and conditions of returning the equipment and it’s also included in the instructions that come with the return kit. **. [redacted] mentioned that he never received the kit, only a kit to return a failed modem. We have explained to **. [redacted] that the problems he encountered aren’t typical and we greatly apologize for any inconvenience.
 
In light of the difficulties **. [redacted] experienced with our service, we have issued a credited all disputed charges and refunded them 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:
They sent out a technician to remove the equipment today.
They only scavaged the electronic parts off of the dish assembly but left the dish and all mounting brackets and frame on the roof.
They did send a box to return the equipment that was inside the house.
They can not leave the dish and all of the framework on the roof of my house.
As stated in my complaint, the dish was installed on my roof in the front of the house and that is not acceptable.
They need to send the technician back out to remove ALL of their equipment that they installed improperly.Regards,[redacted]

December 22, 2015
 
[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 second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding the HughesNet service installed on his property. 
 
Regarding [redacted]’s latest concern Hughes completely understands his situation but unfortunately doesn’t have the ability to change or modify the installation guidelines at this time. As we have previously stated [redacted]’ situation is a landlord/tenant affair and our current guidelines require tenants to inform our agents that permission is granted for the install if it a leased or rented property. If the tenant provides false or misleading information as it relates to the permission for the installation the landlord will need to pursue resolution with the tenant. This is the best response that we can give regarding [redacted]’ concerns and respectfully request that this complaint be closed. We apologize for any inconvenience.
 
Very truly yours,
 
 
Darron W[redacted]
Executive Customer Support
[redacted]
[email protected]

Their sales department is awful. They need to be retrained to know what they are talking about. I was not told that the satellite does NOT support online/real time gaming. I was told that I would NOT have to pay any money upfront and I got my first month free. They did NOT tell me they would charge my bank account 55.88 that day because I had to pay the 2nd month in advance. An installation appointment was set up. ThE day of installation I received a phone call 1 hour before the installation deadline ended to say they couldn't install the same day they received the new order. My order was made 3 days before so I had to wait an additional 3 days to get. Installed. The technician shows up and asks where was my router. He told me I had to have a router for that modem. I bought a router. Got installed yesterday 9/10/2016. Today I spent over 3 hours with various people to trouble shoot my connection. I finally talked to a guy that told me that satellite Internet DOES NOT support any online gaming. I also was told that I DID NOT need a router and it was optional because the modum is wireless. So upon talking to the account management dept to cancel the service and get refunded the money they wanted to refund my money 37 days later. I refused to wait that long and after being put on hold for 10 minutes they agreed to refund my money in 7 to 10 working days. Now I am stuck with a router I paid 43 dollars for and can't return . Hughes net lies and leaves out important information just to make a sale. I do not recommend doing business with them.

Horrible service! Hughes net blames the wireless router as the problem. I bought another as requested by tech staff. Still doesn't work well. Funny that I had Other ISP and not a problem. Will dump these people as soon as contract is over. FYI - there is a reason why the corporate headquarters is located in Monterrey Mexico! Do not use this service!

We ordered Hughes Net Internet for our rural location, they promised hook up in four days, one month later we were partially hooked. Two weeks after that they hooked us up and the connection was poor. We have a large construction business and this wouldn't work for us. We cancelled and they are now charging us $800 for early release of our contract although we never had a good connection. We found out after the fact that they knew we couldn't get a good connection in our area of northern Wisconsin. We filed a letter of complaint and they called to talk to us with a return number and pin. Well guess what, the pin that was supposed to be good for seven days was invalid and we couldn't talk to anyone. Now they are taking money out of our account knowing they didn't try to help us with our complaint. They should be ashamed!!!!

September 16, 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 her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on April 26, 2011. While reviewing [redacted]’s account, our records show that [redacted] called and had concerns about why she was charged twice in the amount of $53.70 on August 1, 2014. At the time [redacted] made that initial payment her balance due was $107.40 and the system is designed to use the credit card information to charge the current amount due.   We have explained to [redacted] that dating back to September of 2013, her account has been one month past due and each time she makes a payment it leaves a balance from the prior month. As a courtesy we have credited the last balance of $48.70 leaving her with a $0.00 current balance. We have explained to [redacted] that she can expect to be billed for her September thru October invoice around the 26th of September and that going forward any amount on the current invoice not paid will create this confusion with the bill again. It was also explained to [redacted] that per Hughes’ terms and conditions of the subscriber agreement, Hughes isn’t responsible for overdraft fees from her financial institution. We informed [redacted] of our decision on September 16, 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

July 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 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 October 19, 2009.  Per **. [redacted]’s letter, she made a payment in April of $78.70 that wasn’t credited to her account. **. [redacted] has been attempting to send supporting documents in to confirm her missing payment. At this point, **. [redacted] has disputed the charge made to her card in the amount of $78.70 on June 27, 2014 with her financial institution and has been awarded that amount. It hasn’t been reflected on her Hughes’ account that the payment has been reversed but we anticipate a debit to the account once the reversal is received. We have informed **. [redacted] that we will credit the debit should it appear on the account. We informed **. [redacted] of our decision on July 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]

[redacted]




Jul 25 (3 days ago)










tome




 Thanks [redacted]. 
They did move the modem and installed it to a more central location in the house. They did also credit my account for the installation. The connection is a little better, but still slow compared to the speed that I'm paying for, so I'll have to contact the technical department, per [redacted] so they can check as to why the speed is so slow.
Sent from my [redacted]

I was sold an Internet service through HughesNet that is a joke. I told them that my wife and I have a lot of grand kids and they watch movies and play games a lot. My wife and I use our internet for a occasional Netflix, ebooks, email and Internet. I've never dealt with a company that provides a certain amount of data each month and told them I had concerns. They offer data plans (which most people don't understand) that they swear are fast and would easily cover our needs. They have to know that these data plans could not possibly provide you coverage for more than 2 days out of the month and then u have nothing. I ask them several times if this system would handle our needs. They assured me that this would not be a problem with they're data plan. We have had it for 1 month. I had to purchased extra data just a couple of days into the billing cycle. I called today because I am out of data again and have 17 days left in this cycle, they gave me token data because it was literally evaporating on us when we weren't on any device in the house. Then they said someone might be tapping into our data through our computer. We continued to lose data rapidly, then they said it might be the router. I bought a new router still have the same problem. We can not watch Netflix stream movies are back up shows on Direct TV. I ask the represented if I could get a unlimited plan she replied no. I told her that this data would not last more then 2 are 3 days, what will I do then. She said it would not be a problem that I could just buy more data at that time. I was also told that if I would use and down load stuff between 2am - 8am that I would not use as much data. I don't want others to get sucked into this. I feel like the way they sell this is almost a scam.

July 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 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 service was activated on October 6, 2013. If [redacted] cancels her service now the account will incur an early termination fee in the amount of $280.00.  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 circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties [redacted] experienced with our service, we will waive half of the early termination fee when she decides to cancel her service. We informed [redacted] of our decision on July 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,  Darron W[redacted]Executive Customer Support[redacted][email protected]

February 26, 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 HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’ service was activated on October 9, 2013. On December 7, 2013, **. [redacted]’ account was cancelled.  As a result of cancellation within her contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $400.00. 
 
Regarding **. [redacted]’ 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]’ 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 her account representing the early termination fee. In addition, we have received the unreturned equipment as of February 24, 2014 and we have credited the account in the amount of $214.00. That amount has been 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]

Hughesnet Internet Service
I was mislead by the salesperson after I specifically told him my requirements within my household. He stated 10GB plan would easily meet my needs. Well I was out of data in 9 days. I upgraded to 15 GB plan and was out of data in 14 days. I then requested to get the 50 GB plan and was told I could not receive the 50 GB plan because it was unavailable in my area.
I told them my expectations were not being meet and would like to cancel my service. They stated it would cost me $400 to cancel the service.
In my opinion this company is not forthright in providing a internet service to meet the customers needs. Also, hughesnet's data measuring seems suspicious.

I purchased Hughes in November of 2015, I was offered a 60 Gb a month plan. I was told by the sales representative and by the installation technician that it was a good deal and a lot of Gb's. The plan is actually 10Gb any time 50Gb bonus bytes. My complaint is any average use of the internet goes through the 10Gb quickly. The 50 Gb can only be used at 2 am. Once you have gone through the 10 Gb the speed is throttled down. I had a vague idea of what that meant, but I did not know that the internet speed would be reduced from 20Mps to"0.12Mps" that's a reduction of 200%. You can buy "tokens" to restore the services. The tokens are 500 Mb for $5.00 which is 1.5% higher, per Mb, than the monthly fee. In summary I feel that Hughes offers very little data for the amount they charge. An extra amount of data that can only be used at an unrealistic time, a reduction in speed which makes using the internet useless, and they charge an over excessive amount to restore there services. So in my opinion there sales representative, their web site and there technicians make you believe you are getting a great deal when you are not. The 60Gb plan is not a good deal when you actually get to use 10Gb.The Revdex.com should not give this company such a high rating, the services they offer are unrealistic and is an excessive price for an average person like me.

July 27, 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 HughesNet service. Please be advised that 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 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, there was a credit issued for the early termination fee on 09/27/2013; however the account remained active and future fees were withdrawn from the credit as result of the account still being active. Therefore there is a remaining balance is $344.78.
 
While the account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. 
 
[redacted] may contact me 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 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] Executive Customer Support ###-###-#### [email protected]

My mother uses Hughes network. When I came to visit, I asked for her wi-fi password so I could use the internet. She didn't know the password and called Hughes Net, which in turn transferred her to their support branch, Home Tech Support. The customer service agent asked me to look under the router. In the process, I didn't realized the power cord unplugged partially. A few minutes later, I noticed my mom's computer was offline. When I plugged it in, it didn't work immediately. The customer service agent told me my mom would have to pay $99.99 in order to get the router working again. She said if the power is off for more than a few seconds, they needed to do a full reset which would cost the $99.99. I politely said I thought that was not the case, yet she persisted. My mother paid the fee. Before any services were rendered, I tried one more time to connect my mother's computer to the internet, and it worked perfectly. The customer service agent said the password was probably deleted and anyone would have access to her wi-fi. I tried to access the router on my own computer and it asked for a password, which according to the agent indicated that the router was still secure. I asked for a refund, because no services were rendered and I didn't want the password bad enough to have my mom pay the hundred bucks. They said they'd review the case and it would take up to 5 days before they would decided if they were going to refund the money. I spoke with the manager, told him the story and asked if I would get to have any dispute input and he said, "No".
I am not happy. They've ripped off my mom and we have no say in whether they are going to give her back the money.

March 18, 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 his HughesNet service and is seeking a refund to his account as a result of prior cancellation request.
 
After further review, **. [redacted]  has been issued a refund of  $68.43 to the credit card on file.
 
We spoke with **. [redacted] on 3/18/2014 and apologized for any issues towards 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 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]

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]

July 8, 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 February 13, 2014.  Regarding **. [redacted]’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 **. [redacted]’s complaint we have offered a service discount in the amount of $20 off for six months. His current service plan is $59.99 plus a $9.99 modem lease fee. **. [redacted] will receive $20.00 off his bill for six months. At the end of the of the six month service discount, the regular rates will resume. We informed **. [redacted] of our decision on July 8, 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]

February 26, 2015 [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 reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [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 consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support[redacted][email protected]