Hughes Network Systems

We have used Hughes Net for close to 2 years. Their signal is hardly ever available. We can never reach customer service. You have to jump through hoops and wait forever to get a human on the line. We were finally able to get someone long enough to cancel with a 190 dollar fee. They told us we would have to remove the equipment"from on the house" and mail it back to them! I am a 67 year old woman with arthritic knees and hips! I have tried and tried to reach them to no avail. Can you help me?

April 24, 2014
[redacted]
Trade Practice Consultant
Revdex.com1411 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 additional concerns regarding his HughesNet service.
After further review, we have created another complimentary dispatch for a technician to arrive on site to de-install the dish form **. [redacted]’s roof.  
However the technician will be unable to remove the mounting brackets “foot plate from the roof” that is the customer responsibility. **. [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]

We told them exactly what we used internet for, cyber school, Netflix, Hulu, ect. they said it would work for all the above. Stared having problems almost from day 1. Called them they say we have used all are data for the month, we have only had this since Aug.2. Every time we watch Netflix or Hulu we use it up. We made it clear to them that we have no cable and would only be watching the afore mentioned, that is no problem, they say. Now I'm told for more money they can upgrade or I can watch between 2am and 6am that will save data. We were told it would hardly ever go out unless we had a hurricane or tornedo, we have lost it 5 times because of very light rain and wind.

The account phone # is [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:
Regards,
[redacted]

August 7, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted] [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 additional concerns regarding her service.
 
As a result of her monthly service plan being upgraded; [redacted] bill increased in the month of July.
 
[redacted]’s plan has been downgraded and we have issued a refund to her checking account on file in the amount of $132.00.   
 
[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]

This company s[redacted]. I'm now 13 months into my 2 year contract and I will that I never heard of Hughes net. We have never got what they promised we can't watch movies without it buffering and lagging. We are always slow because we have no data but the things is it gone as soon as get it. We have no idea where it goes. I wish that I had a few hundred dollars laying around so that I could make them go away!! I have 11 months left it would still take $235 dollars to pay them off. I would NEVER recommend this company to anyone not even my worst enemy. I have complained then since we got it at one point that gave us more data but still had pay for it. I pay almost one hundred dollars a month nothing. There is another service in my area that is less money for more data and my son would be able play on his game system. This company is a joke. NEVER BUY HUGHES NET!!!!!!!!

March 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

Mr. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Ms. [redacted]’s service was activated on September 10, 2013. On December 11, 2014, Ms. [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, Ms. [redacted]’s account was charged an early termination fee in the amount of $205.00.    Please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Regarding Ms. [redacted]’s concern of not receiving a requested contract, there is no written contract rather an electronic signature which was received at the time of install agreeing to the terms and conditions of the subscriber agreement which can be found at legal.hughes.com. In light of the difficulties Ms. [redacted] experienced with our service, we have issued a credit of $102.50 to her account representing half of the early termination fee.   We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  Darron W[redacted]Executive Customer Support###-###-####[redacted]

May 20, 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. [redacted] is seeking a refund after cancellation request.
 
After further review, based on the timeframe [redacted] cancelled his service; Hughes will issue a check of $57.00 to the address on file. The check should arrive in (4) to (6) weeks.
 
The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.
 
[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]

First, they took my payment twice & it took a couple of days to get it back. Which should have been my first red flag, but I gave them the benefit of a doubt. Then, I was told that I could have the same phone#. After the installation the worker gave me a new#. I had to call them, in the middle of moving, just to be told that I would have to go online & go through more steps to keep the same# and there is no guarantee that I would have the same#. To top things off, a month after I cancelled, they took taxes that they forgot to charge from my credit card. I cancelled my service because the internet did not work properly after a few days, if you have game systems, they won't work & EVERY TIME I used my phone, there was a pause in between the conversation. If I had to call 911, they would think I was playing on the phone. That is a very serious situation. THEIR SERVICE SUCKS & I WOULD DEFINITELY NEVER RECOMMEND EVEN TRYING THIS SERVICE. THIS COMPANY DID NOT REPRESENT THEMSELVES AT ALL!!!

March 25, 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 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 HughesNet service. 
 
Regarding **. [redacted]’s latest concern, from the time the service was installed on November 30, 2013 there were technical calls on December 26, 2013 and March 4, 2014. As previously mentioned, all customers can cancel without penalty within the first 30 days.
 
It is suggested that **. [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then if his speeds are below average speeds we would be happy to offer advanced tech support to **. [redacted] to insure that his service is operating as it should. We are able to waive half of **. [redacted]’s early termination fee if he still chooses 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,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

June 18, 2014
 
**. [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 additional concerns regarding the cancellation of service.
 
Unfortunately, we will be unable to issue a refund to the credit card due to **. [redacted]’s not being the Hughes account holder.
 
If **. [redacted] has any additional questions he may contact me 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 would recommend to anyone considering HughesNet to do their research before signing up. Simply Google HughesNet complaints. There are several sites full of people who had negative results with customer service. Anyone who seeks to cancel service with them will be subjected to early termination fees. If you feel that you have been mistreated by HughesNet tell the customer rep that you will file a complaint with Revdex.com. It's the only thing that will get them to listen. I moved out of state and have been trying to resolve my account for 4 months. Still working on it.

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 his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was never commissioned and he requested to cancel his order which included an initial payment of $69.98. 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 credit card has been refunded in the amount of $68.98 as of June 17, 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, 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]
 
In response to your letter, to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his service.
 
At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his 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.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern.  As a result, Hughes has applied a one-month service credit to his account in the amount of $73.40. We value **. [redacted] as a customer. Accordingly, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating.
 
**. [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.  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 14, 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 her account. 
Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with **. [redacted].  
“Unreturned Equipment Fee (applies to all Service Plans where the Equipment has been leased):
Upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. The equipment must be received in good condition within 45 days of termination in order to avoid the Unreturned Equipment Fee (except in cases when the Subscriber Agreement has been terminated for breach, in which case the paragraph below will apply). An Unreturned Equipment Fee of $300 will be charged to your account for Equipment not returned within the allotted time frame. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200.”
After further review, **. [redacted] has returned the equipment and we have issued a refund of $322.13 to the credit card on file.  
Unfortunately, Hughes is unable to issue a refund for non-sufficient fees.
**. [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 11, 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 the account is registered to Shawn [redacted] and was activated on August 5, 2013. On May 23, 2013, **. [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 $280.00.   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 $120.00 to her account to help offset the early termination fee. We spoke in detail to [redacted] and advised that we didn’t receive any calls prior to the request to cancel to report any problems with the service. We informed [redacted] of our decision on June 11, 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]

After more then a year of complaints about our reception not working, new equipment installed and the installer telling us the dish was not working right we finally decided to cancel! After several requests to cancel they then told us we had a three year contract. We did not, nor did I sign anything ever! My son, the person who originally scheduled the installation had to pay for all equipment before installing.
Now they want 500.00 for the equipment and a termination fee on top of that. We want it off but they just keep billing me!
This is the worse service I have ever experienced!!!

[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]
what I sent hughes
On Thursday, August 14, 2014 8:32 AM, [redacted] <[redacted]> wrote:
On Monday, August 11, 2014 4:54 PM, [redacted] <[redacted]> wrote:
My
name is [redacted] and I am the mother of
[redacted] at [redacted].  I called a couple of weeks
ago to try and cancel the Hughes.net service to the above address
because the house exploded and [redacted] is in critical condition in the
hospital.  I spoke with Angelica R[redacted].  She helped me the best she
could (because I am not listed on the account and neither is [redacted]'s
wife.)  She told me there was a $310.00 fee for canceling in the middle
of a contract.  I explained to her it was circumstances beyond our
control.  She said if I could provide a letter stating proof of his
hospitalization and the explosion that y'all could waive this fee.  I am
sure once they rebuild they will resume service with hughes.net. 
I have attached a
letter from Memorial verifying he is in there and a copy of a story
from the newspaper listing the location of the explosion and their
names.  Please consider all the facts and let me know via e-mail when
this has been approved. 
case# [redacted]
acct# [redacted]
thank you,
[redacted] cell
[redacted] (work 7-3 pm)
 Complaint: [redacted]
I am rejecting this response because:
With the information I have there was already an agreement in place. I have also talked to hughes net customer service and was told the fees were waived. I tried to reestablish service with hughes net, but was then told of the cost of replacing the equipment. This does not feel like a fair business deal since my mom and me have both been told the same thing and were both lied to. Hope this information provided helps shed light on our situation.
Regards,
[redacted]

This company is HORRIBLE. I have been dealing with them for over 3 years for a service I used for two months. The Internet was slow and never worked right. When I called to cancel it after two months they said I was locked into a contact because I didn't complain about the service within the first 30 days. They said I could suspend the service for 6 months. Which they still charged me $10 a month for equipment rental. After six months they turned it back on without asking me. I called again to cancel. They said it would be almost $500 to cancel because of the 2 year contract. The 6 months I had it suspended didn't count towards my two years. So I paid $45 a month for 2 1/2 years. My time was finally up, so I called a few weeks ago to cancel. After arguing that my time wasn't up and I needed to pay $150 to cancel, I hung up on them. I then received a box in the mail to send the equipment back. I sent everything I had and UPS picked up the shipment. One week later I received notification from my bank that hughesnet had charged me $318. I called and asked why. I was transfered twice until someone could finally answer my questions. They charged me $318 because I (the 33 week pregnant woman) didn't go on the roof, to the satellite, disconnect a radio transmittal and mail it back with the rest of the equipment. Why is that my job?? They send a contractor out to assemble the satellite. Why wouldn't they send someone to disassemble it? I will make sure everyone of my friends and family know to never use this company. It is a joke. I have disputed the charges and sent back the transmittal. I will never use this company for anything ever again, and I will make it a point to bad mouth them to anyone that will listen.

Service is not what we were promised..."10gb per month will be more than enough data for three people". WRONG! We do not download movies, music, ebooks, videos, etc. but yet we use up that amount easily within 3-4 days. I guess every time we open a web browser, go to Google search or whatever, that goes to our data. What else could it be? The router goes offline on an increasingly regular basis and has to be reset several times before it goes back online. Speeds are so slow, it makes dial up look like a great idea. I cannot understand how Hughesnet has such a great rating. They lie, deceive and rip consumers off every day.