Hughes Network Systems

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

**. [redacted]: 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]

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!

[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 haven’t contacted **. [redacted].  It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that the account was registered to David Plank and was activated on April 21, 2006 and was completely canceled on November 27, 2013.
 
Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s Hughes’ email address has been deleted and the balance on the account is $0.00. In addition, the credit card on file has been removed.
 
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]

My internet is so slow they told when I got it that my boys can do Netflix and online games it uses all the amount so then you have no internet at all I have this then I have a lot of data on my phone to make up for them it cost double something has to change 83.00 a month but without I have nothing help if anyone has any better ideas!!!!

Hughes Network Systems falsely presented themselves in our opinion during my initial conversation with a customer representative. I was not told upfront that Hughes Net has a data cap usage. When I and my family tried to use our wireless devices simultaneously or individually, we could not because the data usage was rapidly dwindling within a two day's time. Their solution was to purchase more data to lengthen the usage, but that only gave us an extra day's reprieve. I had their service for only a month and when I voiced my concerns and opted to discontinue their service, I was told I would have to pay a $400.00 disconnect fee. This is highly exuberant and outrageous. I told them had I known about the data cap, I would have not gotten their services. They only tried to bargain me into getting a lesser internet plan. In the interim I was sent a box and instructions on what equipment had to be returned to the company. Among the equipment to be returned was the radio transmitter, which is attached to the satellite disk on top of the roof. My husband and I have no way retrieve this item, so I called Hughes Net and asked if someone could come out and remove it for us. They said yes for an additional $100.00 fee. I was mortified that even though that received $400.00 from us, they would continue to want to charge us for removing their equipment, that is attached to my roof. To ask a customer to go upon the roof and remove a device is unfathomable to me. Hughes Net has represented themselves very poorly from the beginning. They don't let people know their true service provided and they penalize the customer when they want to discontinue the service. I would never recommend Hughes Net to anyone and I hope they revisit they practices.

August 21, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s service was activated on April 30, 2014. On July 26, 2014, [redacted]’s account was cancelled.  As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $385.00.   Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing the early termination fee. [redacted]’s equipment is not eligible for return credit because it must be returned within the first 30 days of installation to receive a credit/refund. Typically the early termination fee wouldn’t be waived in its entirety because customers must agree to the terms and conditions of the subscriber agreement. We have waived it in [redacted]’s case to help out in the best way we can considering his circumstances. I credit of $385.00 has been applied to the account and that amount has been refunded to the card on file. [redacted] can expect to see that refund within 24-72 hours. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  Darron W[redacted]Executive Customer Support###-###-####[email protected]

After several months of unsatisfactory internet service I began the process of cancelling my account. Customer service was terrible, with representatives always telling me I needed to call back another time. After paying my fees and sending back equipment, I continue to get directly billed with no notice for service I cancelled months ago. Every month I have new charges on my credit card statement from HughesNet despite cancelling all services and attempting to cut all ties with the company. Each time it happens, I have to begin another long battle with absurd hold-times to get refunded. All I want is to be done with this company forever, but I am on the phone with them several times per week groveling for money they keep taking directly from my account. This should be criminal.

I was a HughesNet customer (in Michigan) and was never happy with the speed or reliability of their service. When I tried to cancel, they made it impossible and I finally had to settle on "suspending" my service for 6 months. I was told if after the 6 months were over I still wanted to cancel, I could. I called back after the 6 months were up told them I was sure I wanted to cancel, and I thought it was finished. I haven't used the service since September 2014.
However, they've continued charging my credit card for the last year and will not refund the charges ($779.87). Each time I call, they waste my time trying to talk me out of cancelling and have made the entire process impossible. I've had to involve the credit card company at this point, as HughesNet will not cooperate.

July 8, 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 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 45 day timeframe he was charged an unreturned equipment fee. **. [redacted] has returned his equipment and we issued a refund of $318.00 to the credit card on file 06/25/2014.
 
**. [redacted] may contact me at the number below with any additional questions.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

December 2, 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 care division of Hughes, it is our understanding that Ms. [redacted] has some additional 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.”At the time of sale; Hughes can only estimate what plan would be a great fit for customers. In addition, Hughes will troubleshoot by having customers’ connect directly to the modem to identify if there are any underlying issues directly with Hughes equipment. The last troubleshooting notes indicate Ms. [redacted] issues were associated with her wireless router and not directly with Hughes’s service.  Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled 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. In light of Ms. [redacted]’s issues, Hughes will waive half of the early termination fee. Ms. [redacted] would need to contact our customer support team at ###-###-#### by 1/02/2017 and refer to case# ([redacted]) to process the cancellation.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 Ms. [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]

July 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 rebuttal letter to the Executive Customer Support division of Hughes, we have been in contact with [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service.   Please be advised that we have informed [redacted] that she had the opportunity to cancel her service without penalty once she was informed of the incompatibility of using her [redacted] jack phone service.  [redacted]’s early termination fee has been decreased from $370.00 to $125.00. She mentioned that she wouldn’t pay it and we have applied credit to offset more than half of the valid early termination fee. At this point, we feel that we have resolved this to the best of our ability. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  Darron W[redacted]Executive Customer Support###-###-####[email protected]

July 8, 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 February 14, 2014. On June 18, 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 $370.00.   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 $370.00 to her account representing the early termination 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.  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]

Attention potential customers- if this can save anyone from the headacheS I've endured from his company it's worth it. Hughes Net has suckered us into their terrible service & instead of offering to make it right, they pretty much tell you your screwed until you pay off a contract I never remember signing. They actually just informed me we NEVER signed a contract- although we signed a "signing up" agreement that was good for the first month. Other than that they say we made a verbal agreement- of which we don't recall and they won't let us out of. First off- in the first month they give you great service. 3 of us streamed Netflix everyday for the first 30 days. Then once the second month hits & the service can barely get through a 30 second video- they tell you it's because it's a satellite service. Well how does that make any since if it worked just fine the first month? I'm a 22 year old woman & get treated like I don't know what I'm talking about, I've spent more time on the phone with Hughes Net customer service than on their internet service. My brother was the primary user on our account, but after moving out, he spent hours on the phone with them to make me the primary account holder- but they refuse to let me cancel without my brother calling them- which he is unable to do. This is a company with almost 1000+ complaints on the Revdex.com. I live in a town of about 3000, many of which only have the option of Hughes Net, but I am adamant "do not use it this service is a scam just wait for charter to reach us". They may have trapped me, but don't let them do it to you!

[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: I have not received a full refund of $83.77 my next step is to contact my CC issuer and explain the situation to them, in hopes of a chargeback. I have nothing to discuss with Hughes Net on this date, or any other date for that matter. Your companies behavior practices are well noted within the public, and on a personal level of everyone that I come in contact with. I supplied all the pertinent information, and have clearly stated my case. I did NOT have a "bounced" payment. I asked one of Hughes Net' reps to MAIL me my final bill. I then switched banks. My final bill NEVER came, until I received a notice from the Collection Agency. The amount listed was NOT correct, as was nothing with your company. That is when I contacted Hughes Net about the overages, and was informed that ALL early termination fees would be waived. That is the whole reason for this complaint, because I received a notice from the collection agency in the amount of  near $200. I was strong armed into paying the $83.77. Never did I agree to pay this amount as stated in your latest response. I was forced to pay it, or great harm would have been done to my credit rating. Shame on you Hughes Net, and your practices.
I will not call Hughes Net in regards to this issue, as I have already contacted the company on multiple occasions, and deemed that avenue useless. I will contact my CC issuer, explain that I have tried in good faith to resolve this issue amicably with Hughes Net, but was unsuccessful. I do not feel it is right to extort money from people, utilizing their credit rating as hostage. My hopes are that my CC issuer feels the same and issues a chargeback on my behalf.
Regards,
[redacted]

Hughes Net systems is a shell game, promises to give you high speed internet with high down load speeds. During the day my download speed is as high as 2 MG. Then when you want to use Netflix which I was told I could do, you use up all of your allotted time or 5+ GB for 1 movie. I never had that problem with my local carrier.
I would highly recommend to anyone wanting this system as a primary internet carrier to avoid them like the plague.
If you are not happy with the system after 30 days they slap you with a $650+ disconnect fee. Never mind the wireless phone which I was told was free with the install. I cancelled it 10 days passed the 30 days and was charged $133.73. Then told after 90 days the price for the free phone would go up to $35 per month.

[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.  I also have received all of the money owed to me because [redacted] approved it.  They approved it because I had a case open with them too because of the unauthorized withdrawals to my account.  I am done woth hughs ney and thank you to the Revdex.com for helping me#!!
Regards,
[redacted]

July 20, 2016
 
Mr. [redacted]
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
[redacted]
 
 
Dear Mr. [redacted]
 
In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service.  Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Mr. [redacted] service was activated on January 22, 2016.
 
Regarding Mr. [redacted] latest concern please be advised that a sales call review has determined that Mr. [redacted] was properly advised of the service and capabilities including being read the terms and conditions. Please find a summary of the sales call review below;
 

The agent and customer discuss what they would be doing online, and the customer does state that they would be doing [redacted].  The agent specifically asks about working from home, and the customer makes no mention of their home business. The agent does read the verbatim streaming disclosure to the customer, which at the time stated, “Great! You will be able to enjoy about 20 hours of Standard Definition movies a month with our most popular mid-tier plan.” (We have since updated it to read “up to 15 hours”).
Immediately after reading the disclosure, the agent states, “So all of  your [redacted], all of those streaming applications that one may want to use are going to work just fine without loading or buffering the whole time. It’s high speed, so you can get what you want to when you want to at one locked in price.”
The agent pitches the plan in full, including the data allowance.  The customer asks, “How many gigabytes a month do I get?”  The agent responds, “No matter how much internet you use, you never ever get shut off, and there is absolutely no overage fees at all. So you can actually use as many gigabytes as you want, we simply just guarantee the fastest speeds for a certain amount of data.  If you were to use all of your allotted data, it would just slow down for [redacted].  General web browsing, [redacted], email, online shopping, that kind of stuff is going to work just fine all of the time, no matter how much internet you use.”  The agent will be coached to directly answer the customers question in this situation, and set the correct expectations with the FAP.
The customer asks, “Okay so if my computer was streaming for 10 days straight, then it would be the same 59 dollars a month?” The agent responds, “Correct, your price is locked in.  There’s no overage fees, it’s never going to change.”
The agent reads all final terms and conditions correctly.  The only question the customer has about the final terms was in regards to the auto-billing, which the customer wanted and agent said was already set up.
 
 
 
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.  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]

September 27, 2016
 
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint ID [redacted]
 
 
Dear Mr. [redacted]
 
In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. 
 
Regarding Ms. [redacted]’s latest concern to reiterate having issues with the service wouldn’t justify canceling without penalty. The terms and conditions contains specific language that states Hughes doesn’t guarantee the service to be error free; “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.”
 
Ms. [redacted] was informed that if she didn’t further troubleshoot the service the early termination fee would be valid and that balance will remain on the account. We have issued a credit in the amount of $253.94 to the account and no further credits will be issued.
 
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]

[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]