Hughes Network Systems

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]

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]

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]

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.

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]

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]

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]

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!!!

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 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 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]

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.

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]

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!!!

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]

November
24, 2014  
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, our offer still stands...

and we would need to send a
technician to [redacted]’s site to uncover any underlying issues with his
service. We
have created a complimentary dispatch and a technician will contact [redacted] directly
to repair his service.If
[redacted] still wishes to cancel his service, he would need to contact me
directly for CANCELLATION. Hughes will waive half of the early termination fee.
Due to leasing the equipment it would need to be shipped back within 45 days of
the cancellation date to avoid being charged an unreturned equipment fee. A box
and prepaid label would be shipped to the address on file for the successful
return of the equipment.[redacted] would need to contact me at the number below to bring closure to his
concerns. 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 FExecutive Customer Support

O MY GOODNESS, Hughesnet is absolutely the worst decision I have ever done in my life… not only is the service so bad it’s close to dial up, I was told when we signed up that there was no cancellation fee if I tried it for a month. The rep/agent who signed me up told me that I could try it, and I made it a point to ask her, that if it didn’t work for me I wouldn’t be charged the cancelation fee RIGHT!!! She said yes, this was not the case and I was hit for $200.00 after only 30 days of service…
Absolut joke…
In 30 days I called every week because week one, the service was slow, they told me that was as good as it was going to get, WOW, I should have canceled it right there and then, Week 2 a storm hit the area, after the service was out for a week a service person came out and got it back up in running, after that I found out was out of data, $80.00 a month for 55GB and it was on for maybe two weeks, WOW again, this I was told was all my fault and I would need to restrict my usage… I got the system to watch movies on amazon, and so my kids could use there YouTube, Facebook etc., this is why I got the service and it wasn’t a secret when I talked to the sales rep, she was just out to get my credit card number…
I will be fighting them on the cancelation fee, this is the worst experience I have ever had with an internet provider, they know that when you are living rural they have you by the [redacted], they just don’t care, please, please, please don’t ever give this company your money,
There website says #1 choice for internet service, I disagree, worst ever and if you don’t believe me, here is another 1,791 other people that was ripped off,
Please see this link, https://www.consumeraffairs.com/internet/hughes.html

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.