Hughes Network Systems

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.

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]

Have only had the service since 4-20-16.Was suppose to have 5gb. Old service was 4gb. --This whole month we have had terrible service from
Hughes. It is even slower then the old service was( 4gb),have not been able to watch even the short videos that are on face book, When a video would play (not just be a black screen) it would be stop -go stop-go. Took twice as long to make connections..
When I called 1-866-347-3292, was told we had used up the 5 gb's. We have used the computer less this month (Hughes) then we would use on the 4gb's and not run out with 4gb. It has been so bad we don't even want to use the computer..
I well tell every one how bad Hughes service is and I will be disconnecting. We are a very unhappy!! They are guilty of false advertising !!
Read The ad, you will see that it is false ....NO WAY can we do Videos ,down load music, Share Photos, Shop.learn,chat, or browse. Its all a lie.

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]

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.

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!

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]

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]

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]

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]

justify;">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 his HughesNet service. 
 
At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement in order to begin his 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.”
 
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.
 
We value **. [redacted] as a customer and would like to restore his faith with our service. Hughes would like to do some troubleshooting to determine any underlying issues with his service to meet his expectations.
 
**. [redacted] may contact me at the number below for closure 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. 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]

July 15, 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 17, 2014. On May 22, 2014, [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $370.00. A sales call review indicated that [redacted] was informed that [redacted] jack was compatible with our service; however she was informed on February 19, 2014 that Hughes didn’t guarantee the service for [redacted] jack and it was supported by Hughes. At that point [redacted] was within her 30 day period to cancel without penalty but didn’t request a cancellation. 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. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $245.00 to her account representing half of the early termination fee a one month service in the amount of $60.00.   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 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, 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 March 14, 2014. [redacted] initially requested to cancel the service on April 14, 2014 and was granted an extension of the 30 day period to cancel without penalty. [redacted] did request to cancel the service again the following month. On July 11, 2014, [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $370.00.   Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties [redacted] experienced with our service, we have issued a credit of $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,  Darron W[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: I have not received any funds back as of yet and do not trust what HughesNet tells us based on previous promises and conversations. We were told HughesNet would be sending $204 back to us to cover the funds taken out of our account on 3/24/2014 and $35 for fees from the bank due to this causing insufficient funds, which is different than the reason HughesNet states in their response of "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." There would be no reason to have a $125 equipment fee because an old modem was returned to HugheNet and I own the new one which I am more than happy to return to them also since I have no use for it and wouldn't wish it on anyone else as discussed with the agent who called. This amount should also not include $79 as we owed nothing at the time and the early termination fee was waived because of all the problems we have had as discussed on 3/24/2014 with account management case # [redacted] with HughesNet.
When my wife spoke with [redacted] from HughesNet on 4/15/2014 due to the Revdex.com complaint they discussed that the reimbursement was to replace funds taken out of our account without authorization. [redacted] stated that because we used our card to pay a bill with them previously, even though we were on invoice billing and told them they could use the card for any other transactions but only for this one time transaction and the agent had promised three times that the card would not be kept on file before we shared the card information HughesNet was not required to refund any money. She said they would return the $204 but they really didn't have to. This is concerning to me because I do not feel it is right for a company to be able to take funds from customer without authorizations and when they agree card information will not be kept on file and shouldn't have been. [redacted] seemed to be disinterested in other issues and money lost due to HughesNet error. HugheNet did not address the loss of work by my wife due to being on the phone from 2 to 4 hours at a time because she was on hold and trying to resolve issues, even though she asked they call her back when they came to a resolution and they stated they were not allowed to make outgoing calls, although when the call dropped a couple times, magically they called her back. Our [redacted] cell phone bill for the first time since we've had [redacted] went over the voice minutes that can be proven on the bill due to these calls to HughesNet  which cost us about $200 more on our family plan. HughesNet sent us a replacement modem a few months back because they said the reason our service had never worked correctly or not at all since the beginning of our agreement (which we contacted them about right away and they said we couldn't get out of the contract) was because the modem was not compatible with our system and we sent back the old modem to Hu;ghesNet within the week, using the shipping label they provided from their own system and they should be able to track according to [redacted], yet no one seems to be able to look up that tracking number so my wife offered to send them the new modem we own back to them so they have a replacement modem for the one they can't seem to find. Due to payments and credits promised for poor internet service and the fact that HughesNet generates a bill before usage we owed no fees to HughesNet as also discussed in a three-way conversation with my bank. 
Solution Requested:  In an effort to assist other potential and existing customers of HughesNet, I am asking that HughesNet train their agents better so they are more knowledgeable about proper customer service and the product they have to offer and allow them to transfer customers to the appropriate departments to resolve issues without having to spend hours on the phone to fix a problems since one department does not appear to know what the other department is doing. I would also like to know how it is legal or moral for a company to take funds from a customer without authorization, admit it to the customer they shouldn't have done it but claim to others it is a valid charge instead of resolving issues with the truth. HughesNet is nice to give Gigabytes to customers to help with problem but that does not feed my family or pay my bills. My wife is out over $10 an hour for time spent on the phone trying to fix this problem instead of being able to work her job and we are also out the extra money on our [redacted] bill besides HughesNet taking $199.88 on 12/24/2014 and $203.88 on 3/24/2014 which the bank took back out of our account. HughesNet did credit back to our account last month the $199.88 gradually but it took some doing. Since [redacted] dismissed the conversation about these things my guess is HughesNet doesn't really care about what they have cost our family and if we want any of the funds back we didn't get we would probably need an attorney. We possess a large envelope full of documentation, hard copies, notes and printed emails and chats with HughesNets of conversations since first getting internet service with them with case numbers and names which tell the story and the truth about what HughesNet has promised and cost us. I believe they may be trying to resolve this matter now that the Revdex.com has been contacted but they are not being completely honest about it or even listening to what they have actually cost us financially. If we do actually receive the $239 this would cover the $203.88 and $35 fee taken from us on 3/24/2014 but as of yet we do not have it. We would be happy to discuss what they believe is fair and consider the options other than an attorney.
Regards,
[redacted]

I signed up for HughesNet and after two days Icancelled the service. At. I point during the two day period did I receive 1mbps of download speed!!! They kept my installation money and kept me on the phone for over two hours. If you like dial up speeds, call me hear guys.

August 23, 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 rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s account was activated on October 4, 2013 and requested to cancel her service on July 28, 2016.
 
Regarding Ms. [redacted]’s latest concern of not being able to return her purchased equipment for credit please be advised that we have provided the terms and conditions directly from the subscriber agreement. Ms. [redacted] has indicted that the sales agent advised her otherwise, unfortunately it isn’t reviewable to determine what the agent advised because of the length of time since the service was installed. Please be advised that Ms. [redacted] didn’t pay $400.00 for equipment and Hughes has never had a charge of $400.00 for equipment. Hughes’ equipment is $199.99 and the installation for purchased equipment is $199.99. If the equipment is returned within 30 days of being installed only the equipment cost is refunded. Installation and activation fees are non-refundable. Ms. [redacted] paid $99.99 for her equipment when she was first installed due to her receiving an instant $100.00 equipment purchase credit. We have included a copy of her first invoice as a reference.
 

 
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]
[redacted]
[redacted]
[redacted]

June 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted]Case #  [redacted] Dear Mr....

Dennis: In response to your letter dated May 15, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding the attempted to cancel her HughesNet account as a result of her husband’s US MARINE active duty military retirement and is seeking to cancel without penalty. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].  Our records indicate that **. [redacted]’s account was activated on December 7, 2013.  **. [redacted] contacted our billing support team to explain they were moving and had a better ISP provider at their new location. **. [redacted] explained that she was promised during the sale of the HughesNet service, an agent though Red Ventures LLC (SA) promised her she could cancel with no early termination fee if they received active duty military orders to relocate. Hughes has agreed to waive **. [redacted] early termination fees, and to issue a credit of $170.00 on June 2, 2014, reversing the early termination fees, leaving **. [redacted] account with a $170.00 refund to her credit card on file.  Hughes sent **. [redacted] a prepaid shipping box and label to help facilitate the return of the leased hardware. The hardware has been received in good condition on June 4, 2014. We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request 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.  Sincerely,    [redacted]Office of Executive Support###-###-####

[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 want to work with this business and I am hoping that I do not have any further issues with my Hughesnet service.
Regards,
[redacted]

August 19, 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 previously attempted to contact [redacted] and have responded to two letters assigned to complaint ID [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service.  Regarding [redacted]’s latest concern, our records indicate that a complimentary dispatch has been scheduled and completed to resolve her intermittent browsing. [redacted]’s pole was reset and her dish was repeaked for optimum signal. 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[redacted][email protected]