Hughes Network Systems

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!

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.

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]

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.

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]

I tried to cancel my Hughesnet 'service' (pardon the exaggeration) after five months of paying $70/mo for slower-than-DSL speeds and my service constantly being disconnected by rain, clouds, wind, autumn leaves, etc.
They stuck me for $355 fee for early termination AND billed me an additional $70 for a full month of service I didn't use as I informed them that I was moving from that location. No pro-rating (I called on the first day of my new billing cycle) - just "pay your money and shut-up".
This is the worst outfit I've ever dealt with: lies from the salespeople, no where NEAR the upload/download speed I was promised (5Mb per second - I got 1Mb or less), two weeks wait for installation though I was promised 2 days, and absolutely no compromise or consideration when I cancelled because their falsely-presented service was unusable.
They also signed me up with a 'tech-support' service that I didn't know about, or need, but who started billing me without permission after the first (free) month of service. Very tricky...
In an effort to ask Hughesnet for some reasonable compromise on the ETF, I wrote them a detailed email with my complaints and claims. I then talked with a series of non-English-proficient representatives, who made me explain my situation even though they already had my complaint on file in their computer system, and who then passed me on to another representative (at the same level, although I kept asking for a supervisor), who had no information on my complaint and made me explain the whole situation again. I gave up after four days on the phone with these people.
I ate the $70 monthly charge for the 'final month' of service that wasn't even hooked up, and the $350 'early termination fee', which would be understandable IF the company had provided the service (and connection speeds) that they promised when I 'agreed' to the contract over the phone.
Hughesnet is in the business of lying about their service to get customers to sign up, and then billing the hell out of them when they have to go elsewhere for better (usable) service, because they 'agreed' to the terms of the contract. Problem is: Hughesnet does not live up to the terms of this verbal 'contract'.
Wish I could go back and do it again.
I am registering complaints against them here and with the NYS Attorney General's office. It is too late for me as I didn't know about these guys, but hopefully I can keep some potential victims from getting the shaft...

December
4, 2014
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 being
advised she had a (12) month commitment versus a (24) month...

commitment.Early
Termination: Lease Option If you cancel your order before
installation, you
will be refunded the amount that was collected at time of order.If you cancel after activation but
before the end of your 24-month term commitment, you will be charged a Service
Termination Fee of up to $400. The exact amount of the Service Termination Fee
will be $400 for the first ninety (90) days after activation of the HughesNet
Service. Thereafter, the amount will decrease by $15 per month for each month
of active Service.Please be advised
ALL customers have a (24) month commitment.While Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
[redacted]’s frustration and concern.  After
further review, we will allow [redacted] cancel without penalty. [redacted] would need to use her case number ([redacted]) when canceling her
account if she is still within her commitment period.    The
equipment must be returned within (45) days after cancellation to avoid being
charged an unreturned equipment fee. [redacted] should receive a box and
pre-paid label for the successful return to Hughes after cancellation.[redacted]
may contact me directly 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,Ecole F

July 18, 2016Mr[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] [redacted]File# [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 Hughes service.
Our Executive Customer Support reviewed all pertinent database records.  In order to provide resolution to Ms. [redacted]’s complaint, Hughes would need the account number or phone number associated with the complaint. 
Hughes is wholly committed to clarifying the nature of Ms. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible.
 
Very truly yours,
E. F[redacted]

April 21, 2014
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Mr. David Dennis
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 the price quoted for her service and is seeking a refund.
 
Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact. After further review, **. [redacted] account was issued a credit for $309.49 on 03/16/2014 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 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]

[redacted]DO NOT SUBSCRIBE TO HUGHSNET[redacted]
THIS COMPANY IS CRIMINAL AND DOES NOT PROVIDE THE SERVICES THEY ADVERTISE. I HAVE CALLED COUNTLESS TIMES & IT IS THE SAME THING EVERY TIME. MY DATA RUNS OUT EVERY 6 DAYS EVEN THOUGH I AM NOT USING MUCH & I GET SLOWED DOWN RANDOMLY. I ASKED FOR SOMEONE TO COME OUT & THE WAY THEY CURVE YOU FROM ASKING FOR HELP IS TO THREATEN YOU WITH A $125 SERVICE CHARGE, IF YOU TRY TO CANCEL YOU ALSO BE HIT WITH A RIDICULOUS CHARGE. THE COMPANY HAS A VERY CALCULATED WAY OF TRYING TO MAKE YOU BELIEVE ALL OF THE TECHNICAL ISSUES YOU ARE GOING THROUGH ARE ALL YOUR DOING. I WAS STATIONED ON CAMP LEJEUNE NC & USE CHARTER SPECTRUM & NEVER HAD ANY ISSUES FOR 3 YEARS. ONCE I MOVED & SUBSCRIBED TO " HUGHESNET " ALL OF A SUDDEN THE TROUBLE STARTS ? THIS IS A DISHONEST COMPANY THAT DOES NOT PROVIDE THE SERVICE ADVERTISED
"HIGH SPEED INTERNET" IT SHOULD BE CHANGED TO "HIGH SPEED STRESS" ALL I HAVE ASKED THE COUNTLESS TIMES I HAVE CALLED IS FOR HUGHESNET TO DELIVER ON WHAT THEY ADVERTISE.....GUESS WHAT???? STILL HAS NOT HAPPENED.
AN ANGRY MARINE

July 24, 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 second rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter concerning his account.   Regarding **. [redacted]’s latest concerns, we are sorry to hear that **. [redacted] continues to experience technical issues with his service. As we have previously, we are happy to provide **. [redacted] a callback from our advanced technical support department. We have corrected the billing concerns per his request and at this point we suggest that **. [redacted] ask that his technical concerns be escalated if his issues aren’t being addressed.  We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

I am a 74 year old woman who lives on less than $900 per month, and have had the poor judgement of signing a 3 year contract with HughesNet. I have a computer that I cannot use at all during the day, and have limited use between the hours of 2AM and 6AM. Even those hours hours require waiting...and waiting ...for maybe 30 minutes for a website to load. The only reason I have signed with this company is because it's the only option Direct TV had available. I do not understand how it's accepted for HN to sell subsctiptions without offering service. Is there any way I can opt out of the contract?+

July 30, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted] [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 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, we have issued a refund for half of the early termination fee of $192.50 to the account credit card on file.  This is the amount that was advised by our support team that would be refunded.
 
Attached is the signature that agrees to the terms and conditions of our service “during the service activation” which includes a (24) month commitment.
 
Please see the full terms at http://legal.hughesnet.com/Home.cfm.
 
[redacted] may contact me directly 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,
 
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

November 17, 2015   [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 Ms. Sherfey 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.”Hughes will troubleshoot by having customers’ connect directly to the modem to identify if there are any underlying issues directly with Hughes equipment. If we determine there are not any underlying issues with Hughes equipment, we will then troubleshoot 3rd party applications such as wireless routers, laptops, and computers. Hughes can set up a “free” session with our Home Technical support team to isolate any underlying issues. Hughes has sent a technician complimentary to Ms. [redacted] site. We hope our service is meeting Ms. [redacted] expectations. If Ms. Sherfey is still experiencing issues, we suggest taking adequate speed test and web responsive test in the morning, afternoon and evening at http://consumer.performancetests.hughesnet.com/ to identify the parameters at which the service is currently performing for (3) consecutive days.Then enter your account number [redacted])I just want to measure web responsiveness I just want to measure download and upload speed Please much sure take the test when connected directly to the modem. If you need any further assistance you may contact our customer support team at [redacted] to walk her through the process.Our technical support team can re-evaluate her service at the number above.At this point, Hughes can waive half of the early termination fee. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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]
[redacted]

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# [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 an account opened up in her name.
 
After further review, the account has been cancelled. There is a current balance on the account in the amount of $872.75. We have spoken to **. [redacted] on 3/06/2014 and requested that she fax over a copy of the police report. Once we receive the report; Hughes will review the billing account for possible waiver of the balance.      
 
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]

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] I accept the resolution but want Hughesnet to know that I was not the first party to break contract, as was explained in my complaint.  Also I am disappointed that they would not recognize the flaw in their sales department, stating that the equipment could be purchased back, and the different data costs. They are over selling the service and not being fully truthful. Also the overage cost billed to me was not even discussed.I accept the resolution because I am willing to give a little, but I feel taken advantage of by hughesnet, and I am upset about that.
 Thank you for the resolution, [redacted]

July 7, 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. 
 
Our executive customer care representative reviewed all pertinent database records prior to attempting contact with **. [redacted].  Relative to **. [redacted]’s concerns, “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.”
 
After further review, **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which her service is operating at http://customercare.myhughesnet.com.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. In light of the difficulties **. [redacted] has experienced with our service, we have issued (15) tokens to her account to use at a future date.
 
We have performed diagnostics and we have not detected any issues with **. [redacted] site.
 
We would need for **. [redacted] to contact me at the number below for further troubleshooting to uncover any underlying issues. We would like to also provide specific tools that will help **. [redacted] manage her downloading.
 
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]

Complaint: [redacted]
I am rejecting this response because:
I appreciate the fact that Hughes is not holding me responsible for a termination of service fee for service that was not available from them at my location! However, the fact that they seem to be missing here is that the technician took the equipment (modem) with him as I stated in my numerous attempts to call Hughes and as I stated in my complaint to the Revdex.com. There should be no threats being made by Hughes to charge an unreturned equipment fee on equipment that was never installed and was not left at my residence by their contracted technician, just as there should have been no termination of service fee for service that was not available. Thank you, **. [redacted]

I think this company is a fraud. When I signed up I was told that they waived the installation fee. Then I had to pay a "signal reservation fee" and first months service. Today I cancelled Hughes net because the service was overpriced and slow. My phone at 3G was faster than Hughes net. When I confonted Hughes Net about this they said there is not a signal reservation fee and has not had one for some time. This is fraud. I asked them to pull the call from the sales and was told there was nothing they could do. I paid my cancellation fee of $220 to get rid of this fraud of a company and will continue to let my community know of the frauds portrayed by this company. I have also notified my attorney General to see what we can do as a state to protect consumers from this internet scam.

August 29, 2014
[redacted]
Trade Practice Consultant
Revdex.com1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
Re: [redacted]
File# [redacted]
Dear [redacted]:
In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some additional concerns regarding his service.
The Fair Access Policy is a tangible part of our service. Unfortunately, we will be unable to revise the policy. We valued [redacted] as a customer. However, if [redacted] would like to reactivate his account; Hughes can add courtesy tokens to ensure uninterrupted browsing experiences.
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern.
[redacted] would need to contact me directly for any additional questions.
We sincerely regret and apologize for 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]
Senior Executive Customer Support
###-###-####
[email protected]