Hughes Network Systems

Company uses deceptive advertising and sales tactics. Start you at the lowest rate plan which for most users is insufficient. Download and upload speeds are highly erratic. I currently pay for a plan with the fastest speed and largest data allowance. Using the HughesNet speed test about once a month (it often doesn't work) I've recorded download speeds under 10 mbps 6 times. Other times download speed is as high as 24 mbps. The slowest was 636 kbps. When I call about credit for no service I'm told I must call back AFTER my 30 days of service is completed and a new cycle begins.

May 20, 2014 [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 HughesNet service.
Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject 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.
After further review, Hughes has issue a refund of $60.00 to the checking account on file.
If **. [redacted] has any additional questions 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 Support ###-###-#### [email protected]

I moved in May and wanted to transfer my Cable and Internet provider. My internet provider was not available in my new area. So DirectTV suggested I use Hughesnet for internet service. Hughesnet is definitely the worst internet provider on the planet. They are worse than dial up. We could not do anything with this company. After months and months of disputes with how slow their internet is. And them not being able to fix any issues. I got a new internet provider. But Hughesnet then charged me almost $400.00 because I cancelled their poor service. They also charged me an installation fee when it was supposed to be free. Lies!
Why do you DirectTV support such a fraudulent Company? I feel violated by both companies. Do not do service with these companies. They definitely have learned how to take peoples money but do not provide the service they say they can.
Disappointed.
Lynette

[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: Hughesnet does not have a signed document from me agreeing to any early termination penalty as mentioned in the written response. Also they have not done anything in good faith. Please see the attached document with additional information in response to Hughesnet. If the representative I spoke with does not have the authority to waive the penalty, I would like to speak with someone within the company that has the authority and can resolve a horrible customer experience.
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 and is seeking a refund.
 
After further review, **. [redacted] account is cancelled. **. [redacted] was charged an initial payment of $144.93. There was a closing balance on the account of $17.05. In light of **. [redacted] issues; Hughes issued a credit of $94.94 which represents $144.93 minus **. [redacted] monthly service fee of $49.99 and closing balance of $17.05. The refund will be sent as a form of a check to the address on file.  
 
In addition, the equipment needs to be shipped back within 45 days after cancellation date to avoid being charged an unreturned equipment fee. A box will be shipped to **. [redacted] in (5) to (7) business days after cancellation.
 
**. [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]

[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]

justify;">June 19, 2014  
 
[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]’s has some concerns regarding his HughesNet service. 
 
After further review, **. [redacted] is seeking to cancel the account based on the issues he had with our phone service and receiving the same phone number after installation.
 
Our records indicate we are currently working to resolve **. [redacted]’s phone service issues. In light of difficulties **. [redacted]’s had with our service; we have applied a credit to the account of $82.98 as well as provided data tokens.
 
We would like to restore **. [redacted]’s faith with our service.  If **. [redacted] would still like to cancel his service or have a technician come to his site regarding the wiring associated with the install; he may contact me at the number below.
 
We sincerely regret any inconvenience **. [redacted]’s may have experienced to improve the level of his service and we 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]

September 11, 2014

text-align: justify;"> 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
 
File# [redacted]
 
In response to your letter to the Executive Customer Care division of Hughes it is our understanding that [redacted] has concerns regarding his HughesNet service. 
 
Our Executive Customer Care representative reviewed all pertinent database records.
 
After further review, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes.
After further review, Hughes did issue a $100.00 credit to the account on 04/24/2014 which applied to the early termination fee.  We have also issued a $100.00 credit on 09/11/2014 that applied to the remaining unreturned radio fee. The amount due it is $0.00.  
[redacted] may 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]

August 4, 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, we are unfortunately unable to contact the [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. 
 
In order to bring resolution to [redacted]’s complaint, Hughes would need the account number or phone number associated with the account. [redacted] may contact me directly with her account at the number below.
 
Hughes is wholly committed to clarifying the nature [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with [redacted].
 
Very truly yours,
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

August 27, 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 service.  Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with [redacted]. Our records indicate that [redacted]’s service was activated on August 13, 2013. [redacted]’s service was canceled on July 16, 2014. Due to the account being canceled within his contractual period, his account was charged $209.67 for an early termination fee. Relative to [redacted]’s concerns, our service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per month. [redacted] was receiving 5GB each of anytime and bonus bytes per month. [redacted] called in December of 2013 with concerns of exceeding his usage and that he was used to having unlimited data allowance with another internet service provider. It was recommended that [redacted] register his account with the customer management center so that he could see his usage real time as well as be able to monitor his usage. Regarding [redacted]’s concern that usage was happening without him using the service, usage can happen when you are using wireless devices, updates can be running in the background, etc. There were no reports or evidence of [redacted] having a problem with his status meter. 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. 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 $104.84 to his account representing half of 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, Darron W[redacted]Executive Customer Support###-###-####[email protected]

I ordered HugheNet 2 months ago when I moved to a location [redacted] didn't reach. I was never told of a contract and they stated that I would be able to do my normal internet activity, but not online gaming. Every month we run out of data that they claimed would be enough. I upgraded my service thinking it would help, but all I'm doing is throwing my money away. Their commercials on TV claim that they have fast uploads and that you can stream movies and TV shows with no problems. I can't even watch a 30 video on Facebook without it buffering every 2 secs. They are deceptive in their advertisements and are not honest with you when you call to sign up. I will never recommend this company to anyone. I will be sure to steer them away if can. This service is ridiculous.

August 5, 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 previously 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 account was activated on October 15, 2009 and initially requested to cancel her service on May 23, 2014 but the account wasn’t canceled because there was an agreement to suspend the service.  Regarding [redacted]’s latest concern, per her request we have canceled her 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,  Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

If you are a woman, DO NOT subscribe to HUGHESNET INTERNET PROVIDER!!!!!
2 years ago, when we moved here. I, A WOMAN, called and signed up to have Hughesnet Internet installed here in our house...
It was HORRIBLE service. Slow, expensive and so limited that even though I paid over $90 per month for what they claimed was their highest speed Internet access, I would have to buy additional tokens before the month ended because my internet allotment would reach its max and I would drop down to dial up speeds. In the two years I've had them I was never able to download a movie and even downloading hour long shows on the TV sometimes took days to accomplish. I could never dream of using a service like Netflix with HughesNet. Even watching a 3 minute video on Facebook sometimes took me up to 20 minutes with so much buffering it was impossible to even know what the video was about. I couldn't wait for my contract to expire......
Today was a joyful day! My contract with HughesNet is done and I had a new service provider come and set me up.
So you think that it would be simple to just call and disconnect HughesNet, but nooooooooo!
They had the nerve to tell me that they required MY HUSBANDS, Dave, PERMISSION for me to disconnect my service.....WTF??????
DAVE did not sign up for this service, I did.
Dave was not here when service was installed, I was.
Dave did not sign the contract, I did.
Dave didn't even sign the receipt for the install...Again ALL ME, ME, ME!!!!!!
Dave's name is not on the bill, MINE IS. I AM listed as the person who receives the bill and I AM listed as the person responsible for paying the bill.
DAVE has never paid any of the bills, they have always come out of MY personal account.
DAVE has never even used the service. Yes, my husband has no internet footprint at all. he has no email and he has never even surfed the web.
This bill, like all of them are ones I signed up and ordered when we moved. That's the way it's been the 25 years we've been married and that's the way it'll be for the rest of our lives.
I'm ALWAYS the one that orders anything that has to do with the house or any services we get. Ever!
So tell me WHY DO I NEED TO HAVE MY HUSBAND CALL AND GIVE HIS PERMISSION TO DISCONNECT?
THE ONLY REASIN Hughesnet even knows about Dave is because when I called up and ordered HUGHESNET, they asked me 2 questions.
#1 Am I married? Yes.
#2 Whats your spouses name. Dave.
That little insignificant split second out DAVE as the ONLY person allowed to make changes involving reducing or terminating service...
BUT, get this kicker. They had no problem talking to me and allowing me to UPGRADE our service package with more bandwidth, WITHOUT HIS PERMISSION.
When I was getting dial-up internet speeds at the $45 rate they had no problem upselling me their $90 package and they didn't ask Dave's permission for that. OH H[redacted] NO! Let the little lady spend money.... but to DISCONNECT?OH, THEN ONLY DAVE CAN AUTHORIZE THAT!?!?!?!
He had to actually call in himself provide them with information that I gave him to disconnect it. There was no way they were going accept a disconnect order from me and all they kept saying was that Dave is the only one "authorized" to disconnect service.
Talk about a misogynistic crappy piece of s[redacted] company! [redacted] What is this the middle ages? Or the Middle East????
Never will I deal with a company like them again. From now on if anyone ever asks me if I'm married when I sign up for any services I'm going to tell them NO! How dare you DISCRIMINATE AGAINST WOMEN IN SUCH A FASHION!

April 29, 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 was activated on September 28, 2013. On April 27, 2014, **. [redacted]’s sent an email requesting to cancel service. Please be advised that in order to process a cancellation, **. [redacted] will need to call customer support at ###-###-#### to be transferred to the account management team. Unfortunately, cancellations can’t be processed by written or emailed request to protect the account holder’s integrity.  If **. [redacted] does cancel her service there will be an early termination fee assessed of at least $310.00. That amount is decreased by $15.00 each month into the 24 month commitment.   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 can issue a partial credit that can be applied toward 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]

[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:
There is a 30 day customer service guarantee (anyways that's what Hughes Net claims). This was cancelled on the very day it was installed. They committed fraud when they sold me their service.  The last time I checked "bait and switch" is a form of fraud. They are the ones at fault not me. I refuse to pay them to come and get their equipment when they are the ones that committed the fraud. 
I saw no where in their response about the fraud that their company committed. Have I made it loud and clear why I'm rejecting their response!
Regards,
[redacted]

The lack of customer service with this company is beyond astounding. We gave this company a try due to our service area does not have fiber optic lines. The prices are ridiculous, the service is horrible, there is little to no service and the bandwidth options are horrible. To cancel this service even with paying the early termination fee is like pulling teeth, they try to get around every corner possible to make you stay a customer, they sent me a box that had a picture of a modem and power cord to return, before sending this I asked what all I would need to send since they had place a satellite on my roof they assured me the only thing I would need to send is the modem and power cord that the satellite was part of the equipment being covered in the $355.00 early termination fee. I returned these items as pictured. I was advised that they took my payment method off file. Two months later I'm getting ready to pay my bills online and notice that my amount it my account is low I go to review the charges and low and behold there is a $216.00 charge from them. I called them and they advised me that the charge was for a radio transmitter which I had no idea what that was then they informed me it was a device attached to the satellite on my roof which was previously stated that I did not have to worry about that equipment, I demanded a refund they advised me that I would need to personally get on my roof and and detach a device I had no idea was, I told them this was not logical and the needed to send some to get it in turn they adv me to send a tech out to my house it would cost over $100.00, I advised them this was not going to happen in turn they waived the tech fee, but told me I would have to send the equipment back on my own dime again I told them that was not going to happen they sent a box in which they advised I would need to take to UPS and then contact them with a tracking number and they would process a refund, mind you I have had to contact them over 5 times within the past week about this issue, I dropped the package off then called them with the tracking # like they requested, only to be told thank you for sending the item back but we will need you to call us again in 24 hours before we can process you refund. I still have yet to receive my refund. This experience with this company who lacks customer service skills was a nightmare.

April 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 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]’ account was activated on February 20, 2014 and requested to cancel her service on March 20, 2014.  Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’ account has be credited the disputed amount of $83.49 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]

June 9, 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 contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service.  Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with [redacted]. Our records indicate that [redacted]’s service was activated on December 16, 2013. Relative to [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. We spoke in detail to [redacted] about her experience with customer service and we understand the importance of being given the correct information at all times. We take those matters very seriously and will certainly look into [redacted]’s interactions with our customer support and provide coaching as needed to prevent these kinds of escalations. We have issued a credit to [redacted]’s account in the amount of $40.00 to represent a half month service credit. We informed [redacted] of our decision on June 9, 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###-###-####[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.  I have also shipped the equipment back to you. which should now reflect a zero balance due from me. 
Regards,
[redacted]

April 24, 2014

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In [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 to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his Hughes service and is seeking a credit to the account representing the early termination fee. 
 
Our executive customer support reviewed all pertinent database records. **. [redacted] disputed the early termination fee of $355.00 with his financial institution. When a credit card company rules in favor of the customer, it does not resolve the account status with Hughes. **. [redacted] received the $341.46 refund from his financial institution. However, the customer must work with Hughes to resolve the overriding issue for the disputed charge which bounced back to the account in the amount of $341.46.
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he 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 **. [redacted]’s issues he experienced with our service; Hughes has waived the early termination fee of $341.46, bringing the amount due to $0.00. 
 
**. [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]