Hughes Network Systems

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]

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]

July 10, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]  
File# [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service 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]

[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]

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 am moving to Madison Heights, VA from Fairfax, VA. We have tons of internet options. TONS! Where we are moving, we have HughesNet. I called to set up service and was told I had to buy the dish for $399.00. I have a year lease and an awesome credit score, why can't I lease the dish for $9.99 a month like advertised on the site? Well, I didn't qualify....fishy! So I told the guy I would call back. Today....I qualify to lease the dish. But even though they are the ONLY carrier in the area AND I have a dish installed on my house now (the previous tenants also had Hughesnet) they are STILL charging me a $99 install fee. And if I cancel before 24 months I could pay up to $400 to terminate my contract. I have a year lease! A YEAR! I can't begin to tell you how ripped off I feel. I don't have any options and the one I do have knows they have me in a tough spot and is taking advantage of it. I hope their service after installation is great because I am super unimpressed now and feel very taken advantage of.

My brother, Lee W. T[redacted], a wheel-chair bound disabled ex-Marine, requested HughesNet to discontinue his internet service. They requested a fax of his power of attorney so that his and my mother could authorize the disconnect. We faxed the information; the transmission sheet states it was received by HughesNet on 06/29/201 at 8:12 AM, 7 pages, Status OK -- V.34 AM31.
Almost two months later HughesNet notified my mother that they had not received the fax. I do not believe them, and believe they are culpable of their own inefficiency. I phoned their customer service number and requested a mailing address so that I could send the power of attorney by registered mail, to which they stated they did not have an "address." This ridiculous response is asinine; surely they have a legal department as well as a complaint department. It is obvious that they do not want to deal with any complications they do not consider worth their time. This corporate giant is concerned about their bottom line, not their customers.
I asked why I should refax the power of attorney to the same fax number if they did not receive the first one; how could I be assured they would receive the second one? They said that I had to resubmit the fax anyway; that they did not have an address other than billing and accounts. So I refaxed the information and included the original transmission sheet, using the exact same fax number HughesNet gave us for the initial fax.
This company is one of the most belligerent, arrogant and self-centered establishments I've dealt with in a long time; they are deceptive in my opinion and seemingly incapable of expressing any form of redress that will accommodate their subscribers. I understand that the staff must repeat what corporate has told them, but this kind of indifference must be stopped.
Disabled persons, especially ex-Marines and other armed service members who have served their country, should have a little common respect afforded them from the corporations who have benefited from their service.

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]

[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]

June 26, 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. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Regarding **. [redacted]’ latest concern, Hughes has waived the early termination fee in full. At this point, we have waived the remaining $185.00 of the $370.00 early termination fee which brings the final balance to zero.  We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

We have had a horrible experience from the day the svc was installed in our home in June of 2015. The svc was significantly slower than we were promised. So after many phone calls & speaking with a special tech rep somewhere on the East coast Corp office, I was advised to buy another, more modern modem/router from Best Buy. Did not improve speed of home wifi. Wifi not even reliable enough to download movie we purchased on our tv; additional costs for us. After several months, decided it would be cheaper & less stressful to break contract & pay cancellation fee than to have poor svc & constant headache & reminder of our poor choice. Moved out of service area in June 2016. Began trying to call & cancel in May. Phone calls to at least 3 different phone numbers seemed to be a scam as the only option would be to listen to "free offers." Wasn't until months later (Dec 2016) that another unsatisfied Hughes customer informed me your # had changed & you didn't notify your customers. Other times when we called & tried to cancel our calls were dropped & no one from Hughes ever called us back; presumable bc they didn't want to help us cancel our service. Finally this month we lucked into a real person answering when we called & were informed that we would be charged $100 bc we could not retrieve a part from the roof of a home we hadn't lived in for 6 months! A rep did waive that fee & informed us the prorated cancellation fee would be drafted from
Our acct on Dec 22. Not surprisingly, the amount he mentioned has already been drafted from our account, over a week early. I have the reference # from that call should you choose to look into it.
The same dissatisfied customer who told me your phone number had changed also told me that his de-installation service charge to send a technician to his former address was $200. Inconsistent pricing---another of Hughes great business policies! He also had multiple dropped calls that he felt were on purpose; what a simple & effective & unfortunately unprovable way to handle complaints!

May 31, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File# 10059450
 
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 would like to cancel her account and have the equipment removed. 
 
After further review, we are unable to locate **. [redacted]’s Hughes account. Hughes will need the phone number or account number associated. We would need **. [redacted] to contact me directly. We left a message on 5/31/2014 and are awaiting a response to bring closure.
 
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]

March 18, 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 HughesNet service and is seeking a refund.
 
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. During peak hours, actual upload and download speed will likely be lower than speeds indicated.
 
Regarding [redacted]’s request, Hughes will be unable to issue a refund for half of the service paid. However, as a courtesy we did waive half of the early termination fee on 02/23/2014 in the amount of $177.50.
 
There is a current balance on the account of $225.00 as a result of a disputed charge. This amounts needs to be paid to bring the balance to $0.00.
 
A box was sent to the address on file for the successful return of the equipment which needs to be returned within 45 days if the cancellation date to avoid being charged an unreturned equipment fee.
 
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
###-###-####

February 11, 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, we have attempted to contacts **. [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. 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]’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy.
 
After further review, we have issued a refund for the early termination in the amount of $353.03 on 2/03/2013. The additional service fee was also waived of $154.92, bringing the closing balance to $0.00 fee. **. [redacted] needs to ship back her 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]

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]’s service was activated on February 4, 2014. **. [redacted] accepted a retention offer on May 28, 2014 to receive a $30 service credit for six months. We can extend that offer for an additional six months after the first offer expires. 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. If **. [redacted] chooses to cancel his service we will waive 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,  [redacted]Executive Customer Support###-###-####[email protected]

[redacted]
 
[redacted]
 
[redacted]       [redacted]
 Complaint ID [redacted]...

[redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support reviewed all pertinent database records and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’ concerns and expectations relative to his account. This complaint sounds as though it was intended to be directed to [redacted], however if [redacted] has an account number or phone number for a Hughes account that can be used to access the account per his letter, we will be able to contact him and attempt to resolve his complaint.  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 D. W[redacted]Executive Customer Support###-###-####[redacted]

I'd like to share with everyone our experience with Hughes net satilite internet. We receive .4 Mbps when we're paying for 10mbps. And the company laughs in my face almost when I call to complain. We've gone rounds with this company, starting from dealing with a representative for 2 hours trying to change settings on my computer to make sure it's not my devices making the internet slower, which is wasn't our devices come to find out, then we played phone tag with the higher up technical support for 2 weeks to try to resolve the problem. Problem was never resolved as we still have extremely slow internet. And there wasn't anything they could do for us. When I talked to the higher up they changed something which made the internet somewhat faster to run a final speed test.( And he didn't sound enthused to find out I took pictures of all the test results.)This one is the only one that came back up to speed. As soon as I got off the phone with them the internet speed test I did by myself showed the slower speeds again. So not exactly sure what happened there but I can assume some things. They initially told me they could reimburse any money from when the Slow speed started, but changed their mind when I informed them it was from day one when we had it installed. They gave us $20 off for 3 months. So I pay $88 roughly for less than 60% speed were paying for. Along with a $170 set up fee and what not initially. So disappointed in this company and disappointed in myself for using them. Slow speeds, they out source (which I was told they didn't), and the customer service is horrible.

April 16, 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 HughesNet service and is seeking a refund.
 
After further review, Hughes has issued a check to the address on file in the amount of $239.00 which represents $125.00 equipment fee, $79.00 service and $35.00 bank fee.   
 
We notified **. [redacted] of our decision on 4/15/2014.
  
We sincerely regret any inconvenience that the [redacted]’s 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]

[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 was no offer made.  I cancelled my service with HughesNet due to the mis-representation and outright deception practiced by their customer service department and company as a whole.  I reject an insincere apology as recompense.  I would propose that they change their practice of deception and offer their customers legitimate and clearly identified internet service.  Stop advertising 30GB of internet per month when a full 50% of it is only available from 2AM-8AM local time; it's a "bait and switch" scheme.
Regards,
[redacted]

My husband and I moved to S[redacted], TX in June 2015. We signed up with HughesNet for internet services. The service was terrible, barely worked at all. Upon installation we explained our needs are were assured that the service they were providing would meet our needs. Customer support was no help at all. We cancelled at the end of July and were charged a $400 termination fee. This is ridiculous - the service hardly worked and was extremely slow when it worked and then they penalize us for terminating the account.