Hughes Network Systems

Hughes Net is a crooked companyMy satellite internet through them was my only internet optionI got the cheapest package which was $20/month more than what I used to pay for unlimited internet I could stream online videos and play games online alsoMy internet through Hughes Net never workedIt was slow and somedays wouldnt load pages at allI needed internet to do my online classesStreaming videos and playing games were never going to happen at this speed but I couldn't even load a simple webpageI made the account in my name only, yet somehow they posted an inquiry to my husbands credit without his or my permissionThey somehow got his SS# through his credit card I usedThis has all been reviewed through recorded phone calls and I never gave the authorization or gave my husbands informationThey took a card I used for a one time payment and without telling me made it an auto pay every monthThen wouldnt remove the card when I asked them toNow to get rid of them I have to pay over $for months worth of terrible service, illegal posting to credit bureaus when my husbands name isnt even on the account, sending a bill to collections in my husbands name when his name isnt on the account, all because they make you sign a year agreementThey make their money off people getting rid of them and having to pay the early termination fee

My husband and I moved to S [redacted] , TX in June We signed up with HughesNet for internet services The service was terrible, barely worked at all Upon installation we explained our needs are were assured that the service they were providing would meet our needs Customer support was no help at all We cancelled at the end of July and were charged a $termination fee This is ridiculous - the service hardly worked and was extremely slow when it worked and then they penalize us for terminating the account

August 11, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 charges to an account thought be closed [redacted] ’s account appears to be associated with [redacted] and she would need to contact ###-###-#### to bring closure to her concerns [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 faithAt 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, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

April 29, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-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 matterIt 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” In regards to ***’s concern that Genupgrades are significant increases in cost, the prices are actually about the same as each comparable service for both [redacted] and GenserviceThe reason for the increase in ***’s monthly plan was because she went from the Basic plan which was smallest plan available with her older service that was $and upgraded to the highest plan with her Genservice which was the PowerMax at $The Basic plan for Genis listed at $per month** [redacted] called in September of 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 $for months in December of and subsequently canceled her service on January 29, While Hughes makes every effort to disclose our benefits and limitations, Hughes understands ***’s frustration and concernI 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 $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]

August 12, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ***’s service was activated on September 18, On May 5, 2014, [redacted] ***’s account was cancelledAs a result of cancellation within her contractual agreement, [redacted] ***’s account was charged an early termination fee in the amount of $ 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, 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 in the amount of $to her account representing the early termination feeInitially Hughes had waived half of the early termination feeAs a one-time courtesy we have waived the remainder of the feeWe 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 considerationVery truly yours, Darron W [redacted] Executive Customer Support###-###-####[email protected]

I signed up with Hughes Network to get "high speed" internet To date I have not received the service or speed I have been paying for the last yearFrom the beginning, they lied about price, and promotions They sent out someone to install the equipment that was so fat he couldn't fit through a 2' x 3' door under the house so he put the dish right outside my bedroom window, which is all I can see out my window for the last year....then buried the cables the 15' to the house only inch down, and then I have a cable going around the entire log house looking cheap and out of place Then once it was hooked up made me sign a blank screen on his phone, REFUSED to let me know what I was signing for., said it was that he didn't destroy anythingSince that time I have lost service, had slow service, called the company, e-mailed the company so many times, and to date no satisfaction Recently I had been checking my down load and up load speeds using the web site they told me to use ONE time in days was my upload speed up to what I am paying for and half the time my down load speeds were below what I am paying for After numerous complaints the last lady I spoke to in regards to this problem said it is because I am using a router The paper work says nothing about the router slowing things down AND the ads on the telly show everyone using a laptop or tablet and they are talking about the HIGH SPEEDs...which looks like they are deceiving the public by showing people on laptops as if it isn't going to slow the speed down because of the router....the router Hughes recommendedSo does the router slow down the speeds or not? I don't know as everyone I know with Hughes has routersO by they way you have to buy them yourself They said they would send out a tech for $129.00...when I argued that it is their problem they lowered it by half Then I called back and talked to someone else and asked why I should be charged at all since I am paying a month for the service call agreement each month on my bill, and she said that only cost you $to have a tech come out....Why did the first person who had my account up on their screen not know this Now most recently the service went out twice in two days and was gone completely When I called I was told an 'emergency in my area'....come on...we are on satellite signal not a cable, you can't have just a tiny area having an emergencyI talked to neighbors within a quarter mile and they were not having a problem So it is something to do with their equipment When I asked her what the problem was...she told me she could not tell me Was it a secrete or did she not know, she wouldn't answer that question either When would I have service restored?..she couldn't even give me any idea Could someone call me when it is back up and running? no they don't do that No help what so everIt eventually did return but only after it cost me almost a five thousand dollars due to not being able to finish my bid on a job because of their poor equipment and service and you KNOW they aren't going to reimburse me the lossWith all the problems I have had, when my contract is up I will cancel due to poor and lack of service The old dial up in the area is faster then Hughes net They have ripped me off for high costs and poor service and no service for a year, if there was a way I could get out of my contract now I would I just don't want to fight them in court over the early cancellation fees....maybe I'll find out what it is going to cost me and pay it just to get rid of them...I know I will save about $a month to go with the local serviceIt might just be worth it O...by the way Hughes...if your reading this, I am handicapped, you will have to come get your equipment, or pay me to hire someone to come get it.My contract doesn't say I have to uninstall your equipment

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, the only reason I am accepting is so HughesNET leaves me alone I returned the radio as asked and they have just now applied the credit as of 9-11- Poor service on their part all around.Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was no offer made I cancelled my service with HughesNet due to the mis-representation and outright deception practiced by their customer service department and company as a whole I reject an insincere apology as recompense I would propose that they change their practice of deception and offer their customers legitimate and clearly identified internet service Stop advertising 30GB of internet per month when a full 50% of it is only available from 2AM-8AM local time; it's a "bait and switch" scheme Regards, [redacted] ***

June 19, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt is our understanding that ** [redacted] has some concerns regarding her service Our Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that ** [redacted] ’s service was activated on October 23, At the time ** [redacted] ordered his service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteed.” Hughes’ has received one technical call on this account which was a result of the monthly data allowance being exceededWhile Hughes makes every effort to disclose our benefits and limitations, Hughes understands ** [redacted] ’s frustration and concern** [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical supportIf her speeds are below average speeds we would be happy to offer advanced tech support to ** [redacted] to insure that her service is operating as it shouldRegarding ** [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 agreementIf ** [redacted] still wishes to cancel his service she will be within her contractual agreement, and an early termination fee will be a valid chargeRegarding ** [redacted] ’s concern of her account being on automatic debit, the agent wasn’t able to complete the request because the call dropped and terms and conditions must be read and agreed to when changing the billing methodWe 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 21, size="2"> MrDavid Dennis Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 the price quoted for her service and is seeking a refund Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contactAfter further review, ** [redacted] account was issued a credit for $on 03/16/to the credit card on file ** [redacted] may contact me with any additional questions We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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 responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There is a day customer service guarantee (anyways that's what Hughes Net claims)This was cancelled on the very day it was installedThey committed fraud when they sold me their service The last time I checked "bait and switch" is a form of fraudThey are the ones at fault not meI refuse to pay them to come and get their equipment when they are the ones that committed the fraud I saw no where in their response about the fraud that their company committedHave I made it loud and clear why I'm rejecting their response! Regards, [redacted] ***

Can you say bait & switch I was told that my installation fee was waived and that I had to pay $for a "spot" on the satellite I am cancelling my service after days and they are charging me a $early termination fee and will not refund my "spot" on the satellite I have asked to cancel the service effective today and they refuse and said it will not be cancelled until the end of my billing cycle...this must be so that they can continue to bill me for service I'm not using They also won't send me a box to send back their equipment until the end of the billing cycle This is the absolute worst service I have ever experienced and the customer service people have apparently been trained on being obnoxious and argumentative STAY AWAY FROM HUGHESNET!!!

I am very dis-appointed with your serviceI use to have it in the years of to and it was wonderfulYou now give the biggest amount of MG between am to 8am and the small amount for the day timeIt use to be the bigger mg bits during the day and the small amount between 2am to 8am For some reason you are wanting people to stay up all night long to play games and be on the internet that time in the early morningNo wonder if that is the case people are doing crimes because they are not sleeping at all like they should for you have allowed that with the larger mg between those hoursThe PRICE IS OUT RAGES!!!!! For me only using mg in the day time only for close to dollars and if I stay up the hours are bonus I can see that priceYes it gets rest ever days but with into days my mg bits is all used up for the day timeI will NEVER again say you guys are the bestI had told lot of people you wore the best but now that I got it again you S***!!!!!!!!!!!!!!! Once my years lease is up you will be gone for good and I will make sure that no one that I know of will ever get you againComcast, V [redacted] ,, E***-link, A [redacted] , W***-stream, is so much better then you guys are nowThey give the right mg bits in the day time and so much cheaper then you guys ever though of beingThis is my first month and because mg bits is way to low went to and it still not enough for two people using the lap top for the day timeI am totally wasting my money through you guys for not getting what I am paying for at allI sure hope the years will go fast so I can get rid of you guys for goodThe only way is you put the bonus mg bit for the day time and the little mg bits in the am onlyOther then that I dislike your service all together your not at all what it use to beVery sad for you wore once good

When I called to cancel my service due to a military move my house that I was selling was taking the satellite down I asked the representative if I needed to return the satellite He said no and to just throw it away He didn't mention that I needed the radio transmitter on it Three months later, my credit card was charged $ When I called and they explained it was because I didn't return the transmitter I explained that I was told to throw it away They looked up paper work and said that the agent specifically checked that he told me to keep it and return it Why would I throw it away if he had told me that? I understand he probably put that not to lose his job, but now they charged me for a piece of equipment I was told to throw away! DO NOT USE HUGHES NET!

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:We are very happy to hear accommodations have been offeredIt is too bad this could have not been offered directly to us- as we could have avoided wasting the Revdex.com's time.We would like to be contacted to set up a time to meet a technician to remove the remaining piece of equipment from our from our former homeWe would like to be assured that we will not be charged for this service call- as we were originally told we would be I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]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 even though you cannot admit you tried to "slam" meYou go on to say how much I would have savedNo mention of virus malware infected status meter, confirmed by [redacted] tech.Regards, [redacted]

February 10, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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 matterIt 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 ***’s account was activated on May 13, While reviewing ***’s account, our records show that ** [redacted] called and had concerns about what she was being charged for beginning with the second bill***’s first bill consisted of monthly service in the amount of $plus $for the modem rental and $for express repair which can be removed at any per the customer’s request and a $service credit for three monthsWhile speaking to a member from our department in June of 2013, ** [redacted] indicated that she wasn’t informed of the lease fee and wanted to remove the express repairThe charge for the lease fee was improperly removed and ** [redacted] wasn’t billed for it from July thru November of While Hughes makes every effort to disclose our benefits and limitations, Hughes understands ***’s frustration and concernWe have waived the current balance of $and explained in detail the validity of the lease feeAt this point ** [redacted] has requested to keep the service canceled and has until March 30, to reactivate it** [redacted] has also been informed of the early termination fee should she choose to keep the service canceledWe informed ** [redacted] of our decision on February 10, 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 [redacted] [email protected]

July 8, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File # [redacted] Dear [redacted] : In response to your to the executive customer care division of Hughes, it is our understanding that ** [redacted] has some concerns regarding his HughesNet service and is seeking a refund for the return of his equipment After further review, due to ** [redacted] not returning his equipment within the day timeframe he was charged an unreturned equipment fee** [redacted] has returned his equipment and we issued a refund of $to the credit card on file 06/25/ ** [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 faithIn 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 with one changePlease advise Hughsnet to mail me a check or credit my bill with the refund, as I have canceled that credit card after it was used without my knowledge or consent Regards, [redacted]

September 28, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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***’s service was activated on August 5, At the time Ms [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin his service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBPlease be advised that Ms [redacted] currently doesn’t have a call scheduled from advanced tech support because the case was closed due to proper troubleshooting not taking placeRemote diagnostics haven’t identified any issues with the serviceMs [redacted] is advised to go to our [redacted] site to conduct at least different speed tests throughout the day and call technical support at ###-###-#### to troubleshoot the service and determine if the service is operating as it shouldThere should be at least tests conducted at different times of the day to account for peak and non-peak timesAlso, it is best to conduct the test with the system directly connected to the modem rather than with the use of a routerThe two sites approved by Hughes is testmy.net and the performance tests available on [redacted] If the speeds are lower than they should be we are happy to offer advanced support to troubleshoot the service 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]