Hughes Network Systems

July 29, 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 is seeking a refund for (6) months.
 
Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted].  Relative to [redacted]’s concerns, “Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”
 
“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 computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”
 
Regarding [redacted]’s request, Hughes has issued a refund for one month in the amount of $77.68. Unfortunately, we will be unable to issue a refund for (6) months.  
 
[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
[redacted]
[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.

August 18, 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 15, 2014. On July 29, 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 $355.00.   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 total credit of $224.21 to his account representing half of the early termination fee and a credit for the months charged of having zone alarm, pc essentials, and express repair. [redacted] will also receive a return kit so that he can return his leased equipment without having to pay for the cost of shipping the equipment back. 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 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!!!!

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 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 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 account was activated on November 2, 2013 and requested to cancel his service on December 30, 2013. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.
 
**. [redacted] disputed his entire charge from Hughes in the amount of $357.97 with his bank and was rewarded that amount from his bank. Hughes has credited **. [redacted]’s account in the amount of $244.93. The difference of $113.04 is for two months of service charges which are valid.  Once **. [redacted]’s leased equipment has been received his account will be credited in the amount of $300.00 plus tax and we have as a courtesy waived the early termination fee. **. [redacted] has been informed that the $357.97 dispute needs to be rescinded from his bank in order for his account with Hughes to be brought to a $0.00 balance. We informed **. [redacted] of our decision on February 24, 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 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Per the terms and conditions of **. [redacted]’s 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 computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”
 
After review of our case records, **. [redacted] is currently working with William in our executive support department. We have performed diagnostics on his service to see if there are any underlying issues and continue to work with **. [redacted] to reach an amicable resolution.
 
We have issued a total of $176.48 to his account and there is currently a discount of ($10.00) off for 12 months.
 
**. [redacted] may contact me with any additional questions at the number below.
  
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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]

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.

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]

April 30, 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 his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on February 28, 2014.   Regarding **. [redacted]’s request to be credited for his purchased equipment, **. [redacted] was actually an instant of credit of $200.00 when the service was installed and the cost of the equipment is $199.99. The $292.67 that **. [redacted] paid was for installation at $199.99, the first month of service in the amount of $79.99 and taxes. Installation costs are non-refundable as described in the subscriber agreement and the instant credit offset the cost of the equipment. There is no protocol in the install guidelines that says pre-existing cables can’t be used, however if the installer disconnected another service during the install it must be escalated to the distributor to be resolved. We will be happy to contact the distributor on **. [redacted]’s behalf to initiate the escalation if the problem still persists.  In light of the difficulties **. [redacted] experienced with our service, we have issued a one month service credit in the amount of $79.99 to his account.   We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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]

Service is not as advertised. Monthly internet data disappears without explanation. Customer service is argumentative, and discourteous. Only when l called for disconnection were they willing to address any problems.

November 6, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] Case # [redacted]Dear Mr. [redacted]In response to your letter to the executive...

customer care division of Hughes, it is our understanding that Ms. [redacted] has some concerns about receiving advertisements.  After further review, we have sent a request to our marketing department to remove Ms. [redacted]’s information from our files. It can take up to (6) to (8) weeks for the correspondence to cease.   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. 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,E. F[redacted]
[redacted]
[redacted]

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 to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service. 
 
Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern.
 
After further review, we have issued the early termination fee refund to the credit card on file totaling $180.00. Unfortunately we will be unable to issue any additional refunds.
 
The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment fee.
 
Ms. Artman would need to contact me directly for 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]
Senior Executive Customer Support
###-###-####
[email protected]

This company does not offer anything that it advertises. The speed and internet service is anything but fast and reliable. The fact that they can charge so much for so little is outrageous. Those of us with no other option for internet service are being taken advantage of.

August 5, 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 previously contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his service.  Regarding [redacted]’s latest concern, we apologize that he is continuing to experience problems with his service. Our records indicate that [redacted] spoke with our technical support after his session with Home Tech Support and stated that he wasn’t available to troubleshoot at that time and that weekdays were not good for him to be available.  As previously mentioned all remote diagnostics don’t indicate a problem or need for a tech visit. If [redacted] would like to schedule an appointment with our advanced level technical support team we would be happy to arrange that for him. 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]

Complaint: [redacted]
I am rejecting this response because:While I understand that there is a fair usage policy, there are plenty of competitors that offer unlimited high speed internet. [redacted] offers internet at a lower price and a higher speed. If the reason there is a limit on bandwidth is to ensure all customers have a good speed, then how does allowing some to purchase "tokens" make any sense? I could surf the internet faster on a dial up (56k) service than I could on Hughesnet. I am surprised they still exist with the customer service and experience most have gotten. Just searching their name on [redacted] brings up thousands of complaints, most on their own customer forums!
In fact, I have went ahead and filed an FCC complaint against Hughesnet. 
Regards,
[redacted]

June 3, 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 the return of her equipment. 
 
Our Executive Customer Support reviewed all pertinent database records prior to establishing contact with **. [redacted].
 
Due to leasing the equipment it is required that the customer return the equipment to avoid being charged an unreturned equipment fee.
 
After further review, Hughes has issued a refund of the unreturned equipment fee of $216.00 to the credit card on file 5/06/2014.
 
**. [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,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

June 27, 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 account is registered to [redacted] and was activated on February 27, 2008 and the service was cancelled on January 6, 2014.  Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. We are actively investigating **. [redacted]’s refund concern. Our records indicate two refund checks were sent to an address in Alabama in the amount of $235.60 and they have both been cashed. We are trying to determine all of the information involved with the issued and cashed checks and we will follow up with **. [redacted] within the next week. 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]

September 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, 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 June 5, 2014. On August 5, 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 $330.60.   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 $385.00 to his account representing the early termination fee and last month of service. Please be advised that the last month’s charge is valid because the service cancels at the end of the bill cycle which would’ve been September 5th.  A refund of $385.00 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,  Darron W[redacted]Executive Customer Support###-###-####[email protected]

April 29, 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 service.  At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes.  Hughes’ 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 factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” In regards to **. [redacted]’s concern that Gen4 upgrades are significant increases in cost, the prices are actually about the same as each comparable service for both [redacted] and Gen4 service. The reason for the increase in **. [redacted]’s monthly plan was because she went from the Basic plan which was smallest plan available with her older service that was $39.99 and upgraded to the highest plan with her Gen4 service which was the PowerMax at $99.99. The Basic plan for Gen4 is listed at $49.99 per month. **. [redacted] called in September of 2013 to request a cancellation of service; however that process wasn’t completed because she didn’t speak to the department that processes cancellations. **. [redacted] continued to use the service and accepted a retention offer of $30.00 for 12 months in December of 2013 and subsequently canceled her service on January 29, 2014. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. I spoke to **. [redacted] briefly and while she wasn’t available at the moment, I will attempt to reach her again on the next business day to inform her that the extent of what we can do for her is credit half of her early termination fee in the amount of $162.50. No other refunds will be honored as requested in her letter.  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]