Hughes Network Systems

I was lied to about a specific package, I was told I would receive 120gb of data plan including phone service, for 79.99 per month. I was only given 10gb of data with 50gb to be used between 2am and 8am. I was automatically charged 125.00 from my bank account that I never agreed to. I called 4 times to cancel service and it was never applied until after the 30 day trial period and I will be billed another month and will now be charged 620.00 for early cancellation fees. I also have to remove the dish from my property myself. I was lied to and money was improperly taken from my bank without my permission.

I was called by a [redacted] at ###-###-#### and returned her call today at 3:30pm.  No answer.
I left a message and no return call yet.
I will return the modem and any associated indoor hardware if Hughesnet sends ma a call tag.
As far as taking the dish off of my house, I don't mind waiting until we aren't in the throes of
sub-zero temperatures.
- [redacted]
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]

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]

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!

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!

This is the worst business, ever! They have false advertising and the service is absolutely awful. I don't understand how they can get away with being a business with the scams the pull. Save yourself the headache and time and definitely save your money. If they don't like your comments on facebook they will just delete them and block you. I guess speaking the truth is wrong!

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]

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]

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]

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*
*** *** *** ***
***

April 30, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

**. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on June 27, 2012.  Regarding **. [redacted]’s concerns that Hughes status meter having a virus, we have no documented instances of the status meter containing malware or any other related virus. Regarding **. [redacted] being billed more on two occasions, he had express repair added on his account in January and was charged a prorated amount of $5.72 and in February he was charged the regular rate of $11.95. Express repair was removed after the February invoice generated. Having express repair allowed **. [redacted] to have a technician dispatched to his site in January with the benefit only paying a copay and not the full amount of $125.00. In light of the difficulties that **. [redacted] may have experienced with our service we have issued a complimentary one month credit in the amount of $37.05 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]

[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]

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]

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]

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]

[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]

July 10, 2014

text-align: justify;"> 
[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]