Hughes Network Systems

January 13, 2015
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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, it is our understanding that you have some concerns regarding the equipment refund.
Our Executive Customer Support reviewed all pertinent database records.
After further review, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Lease Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. There is a $99.99 de-installation fee.
The equipment needed to be returned within (45) days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).
As a result of not returning all the equipment in a timely matter, [redacted] was charged $210.60 representing the unreturned radio fee.
There is a pending credit to the account in the amount of $210.60. This amount will be refunded back to the credit card on file in approximately (7) to (10) business days.
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.
Sincerely,
Ecole F[redacted]
Sr. Executive Customer Support
###-###-####
[email protected]

August 21, 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, [redacted]’s account is cancelled and there is a current balance on the account $546.44 that consists of the unreturned equipment fee of $314.81 and a past due service fee of $231.63. Hughes issued an adjustment of $111.26 on 05/05/2014 as well as adjustment of $101.60 on 12/27/2013. Unfortunately, we will be unable to issue any additional credits/refunds for service fees.
 
The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment fee. Once we receive the equipment a credit of the unreturned equipment fee of $314.81 will be applied to the account.
 
While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.
 
[redacted] 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]
Executive Customer Support
###-###-####
[email protected]

March 5, 2014
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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
 
File# 9925343
 
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.
 
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.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. 
 
After further review, we would need to speak directly to **. [redacted] regarding her VOIP concerns and troubleshooting.
 
**. [redacted] would need to contact me at the number below for troubleshooting.
 
We have issued a one-month service credit to her account in the amount of $59.99.
 
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]

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 attempted to contact [redacted] to resolve the outstanding matter.  It is our understanding that [redacted] has some concerns regarding his information being used.   Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to his account. If [redacted] has an account number or phone number that can be used to access the account per his letter, we will be able to contact him and attempt to resolve his complaint. If there was no account established and [redacted] is able to provide the name and or telephone number used on the sales call we can investigate 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.  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]

May 23, 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 contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his service.  Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on November 21, 2013. 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.” 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.” We have spoken to [redacted] in detail regarding his account and the technical issues he says he’s having. [redacted] was informed that there is no supported documentation from previous calls that suggests we were informed about any service issues. At this point, there have been two attempts to put [redacted] in contact with a member of our advanced technical support team to troubleshoot the service effectively and attempt to resolve any technical issues he may be experiencing. A message was left for [redacted] asking for a return call if he still wished to troubleshoot his serviced as planned on May 23, 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[redacted][email protected]

July 10, 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.
 
After further review, **. [redacted] account is cancelled. We have waived the early termination fee and service fee, bringing the amount due to $0.00.
 
In addition, the equipment needs to be shipped back within 45 days after cancellation date to avoid being charged an unreturned equipment fee.
 
We notified **. [redacted] about our decision on 07/10/2014.    
     
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. 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]

November 9, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear Mr. [redacted]:In response to your letter, to the executive...

customer support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. After review, we show there are no calls in August to suspend the account. The first call made to move the service was on 10/24/2016 and Hughes created a move order. We attempted to have a technician arrived to meet Mr. [redacted]’s expectation, however he declined. In light of Mr. [redacted]’s issues, Hughes has waived half of the early termination fee and issued a credit of $135.93 to the account. The remaining balance of $135.93 would need to be paid to bring the closing balance to $0.00.  A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Mr. [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]Sr. Executive Customer Support[redacted]

February 10, 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 **. Dennis:
 
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. Regarding **. [redacted]’ 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.
 
After further review, we will cancel the account waiving half of the early termination fee. We would need **. [redacted] to contact me at the number below with his preferred cancellation date. **. [redacted] needs to ship back his equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.
 
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]

[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. 
Regards,
[redacted]

When I called in to sign up for the service I was told that I can play online games, I play first person shooters, and they would work perfectly. So I get the service and I run through the data in 2 days watching Netflix. I call and it's only a 10GB plan, which I was never told about. Then I just recently purchased a new first person shooter and the internet can't keep up with the game. The times I've called they try to persuade me into upgrading for $20 extra a month and only 5 GB more. They've been rude to me over the phone as well. Then I just called today to try and cancel the service and while I'm trying to cancel it the lady I'm on the phne with is signing me up for another plan, completely disregarding everything that I'm saying about the service. Now they want me to pay $350 to cancel a service that I was lied to about so I could sign up and pay for it. Don't ever get this internet provider.

February 27, 2014
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**. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
 
File# [redacted]
 
Dear **. [redacted]:
 
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
Our Executive Customer Care representative reviewed all pertinent databases. After further review, there is a remaining balance on the account in the amount of $214.00 that consists of the unreturned equipment fee. **. [redacted]’s would need to return the radio located on the arm of the dish for the account to reflect a $0.00 balance.
If **. [redacted] has any additional questions about the return of her equipment or needs any assitance; she 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 Care
###-###-####
[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
1st -  When I signed up for HughesNet service, we were not told that we had to sign up for Auto Pay.  We were informed that we had to give a card upon start of service as a ONE-TIME authorization to start service.  Again, we were not informed by the sales person who set up our account.  All calls are recorded so they can go back and listen to my initial call.  We were NOT informed of that.
2nd - Regarding the payment made online, they have two options for online payment.  One is to make a one-time payment (which is what option I used) or to add a credit card and enroll in auto-pay.  By using the one-time payment option, I should not have been charged for the amount due on May 13th the day after I paid my April 13th bill.
If this is how the company wants to do business with people, I want to have my service contract terminated with no early termination fees due to SALES FRAUD by the initial sales representative.
Regards,
[redacted]

May 13, 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 service upgraded to Gen 4 service on January 8, 2014.  **. [redacted]’s account was billed for equipment not returned by the installer that completed the upgrade. The reason the system billed for the equipment is because the account was created as a new account rather than upgrading the existing account. At this point, we have issued a credit of $315.93 to the account and that amount was 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]

We are VERY VERY unhappy with Hughes Net. On May 26, 2016 the technician came out to our home to install and activate our Hughes Net Internet. I asked him repeatedly to install the modem and everything in our living room. He said he could only install the internet service on an existing phone jack that was not being used. I then asked him could he “fish” a phone jack cord down through the wall? He said he could not. He then proceeded to install the modem and all its various wires in my two year old son’s bedroom. I was very unhappy. My son does not need those wires in his room. That could be potentially dangerous to him. Not to mention I also have a daughter who is 10 months old who plays in that room too. The technician was rude and not helpful whatsoever. He also smelt like he had been out all night drinking the night before. After the technician left, I immediately called and went through the long and nightmarish process of trying to cancel our services. I repeatedly had to tell the customer service lady “I WANT TO CANCEL.” Before she would listen to me. She sent out a return box and we packed the modem and the cords all in the box like it said and sent it back. We thought everything was done and over with and we would receive a refund. Then two weeks ago my husband’s checking account was charged $140.63. He called to see why; they said we did not send back the radio transmitter on the satellite. We were NEVER told we had to send that back. Now we have to climb up on the roof and get that radio transmitter off? How dangerous is that?! We are not qualified to be doing these types of things. But if that’s what we have to do to get the refund we will. We never even used the service. I disconnected the modem as soon as the technician left that day. I would NEVER EVER recommend Hughes Net to anyone. They are the WORST!

August 06, 2014

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[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, it is our understanding that [redacted] has some concerns regarding her HughesNet 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.”
 
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, Hughes will waive the early termination fee leaving the balance due to $0.00. [redacted] should also receive a box and pre-paid label to return her equipment successfully. In addition, we have created a complimentary dispatch for a technician to arrive on site to successfully de-install [redacted]’s equipment. A technician will contact [redacted] directly to schedule a convenient time to come to her site. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equi0pment fee.
 
Unfortunately, we will be unable to issue any additional refunds.
 
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]

June 3, 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 her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’ service was activated on August 30, 2012. On April 1, 2014, [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 $160.00.   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 $97.00 to her account representing half of remaining balance of $194.16. We have received the equipment and that credit of $318.00 has been placed on the account as well. [redacted]’ remaining balance is $97.16. 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]

[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. 
Regards,
[redacted]

February 19, 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]’s service was activated on February 27, 2007.  On October 26, 2012, **. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment and as a result if the service is cancelled during that period an early termination fee would apply. 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.
 
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 have issued a credit of $160.00 to her account representing two months of service and we will waive the early termination once she cancels her service. **. [redacted] will need to contact customer support to cancel her service. Regarding **. [redacted]’s request to deinstall the equipment, it is a billable service in the amount of $100.00. The tech will not remove the dish, mount, or cables. The tech only will remove the radio which is attached to the arm of the dish and leave it with the customer.
 
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]

We started with Hughes Net about 14 months ago. The technician came to the house and told me how great the service was and we would never run out of data and it would be so quick. Well, it's NOT!! I have called the company on numerous occasions and they run me through a whole lot of hoops and loops and it still is not very poor. When you call the agents have poor speaking skills. I want to understand who I am speaking with ...communications is key!! They had me check my equipment and that took 2 hours. I am so upset I called and called them and said I want out of this contract they have not lived up to their standards as was indicated. I am now so frustrated I am just paying the cancellation fees to get out. This is not fair!! Why should I pay when they didn't perform up to their standards.....they told me there would be absolutely nothing to worry about. I am a good customer and I am tired of being takien advantage of!

August 26, 2016Mr. *** ***Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * ***
*** ***Dear *** ***In response to your letter it is our understanding that ***...

*** 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.”“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.”Please be advised when *** *** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands *** ***’s frustration and concern. After review, Hughes will waive half of the early termination fee by contacting our billing department at *** and refer to case number ***It is the customer’s responsibility to return the equipment and there is a $*** DE installation fee by contacting our billing department at *** 
A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to ***
We sincerely regret any inconvenience that *** *** 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*
*** *** *** ***
***