Hughes Network Systems

[To assold, us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no recanceled es received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
[redacted] stated in his response, that someone has been dispatched to remove the radio from my roof, as s a courtesy to me. That is not true. I have requested several times that a responsible service person be sent to my home to remove the radio, as I will not climb up on the roof to remove it. At 62 yrs old, I don't need broken bones from a fall. 
From the beginning I have received very lousy service, that is why I canceled the service so soon. The customer service reps have no clue. To resolve this all I ask is someone take all of their equipment back without additional charges to me. 
The damage that their service person has done to our home already I will handle myself. If when or if they agree to remove their radio any other damages done they will be expected to be responsible for.
Regards,
[redacted]

I really cannot devote the amount of time it would take to explain the problems that I've had with Hughes net. They installed a dish in front my house in front of a window without my permission and I have spent countless hours on the phone trying to get it moved. I refused to sign a contract with them until the satellite (an eye sore and safety concern being in front of a window) was moved. Months have gone by with no resolution and now they want to charge me a cancellation fee for turning off the service. They cannot provide a contract that identifies the cancellation fee and threaten to report me to the credit bureaus if I do not pay. This is all aside from the fact that the service is spotty at best and does not perform at speeds that they claim.

The installation of Hughesnet internet and phone service was a huge mistake. Being in the country, we could not have a cable or other type of internet service so we investigated Hughesnet. They promised many things and fell short on expectations. Such an unprofessional company to say the least. It first started out them promising things they could not provide by the sales person, then by the order clerk and then by the service technician. Then it went downhill. Trying to resolve some of my issues, their customer phone service was horrific. I spent hours on the phone and 80% of it was on "HOLD". One time I was on hold for 1.5 hours and finally hung up, they just left me hanging. On another call, I asked to speak to her manager and this manager told the person to hang up on me, that he didn't want to talk to me (her speaker was on and I could hear them talking). I heard her tell him three times that she didn't want to do that because I was already upset but he ordered her to hang up. I had a customer service technician hang up on me after he told me that "he didn't work for me, he worked for Hughesnet" and he would not install or remove the equipment in a manner that I wished, which was to look nice. He put the cords and everything down the outside of my house and put holes in my building material. Then once the system was installed, the speed was terribly slow, just like many of the complaints I now read on the comment site. My JetPack and HotSpot on my phone work much faster. To finish up I cancelled after about 5 days because of all the customer service issues, the promises not kept and the slow speed. Then the service tech came up and took the dish off my roof, just the dish. He left all the brackets and cords and holes in my roof, siding and decorated fascia. He then left without talking to us about his work. It looks terrible. He told me I was bitter and he would pray for me? He also told me the phone was a personal phone (that he used for servicing me) and he hung up on me. I have never been treated so disrespectful as a customer than by Hughesnet, truly. Stay away from this company. I asked them to have a manager call me but they never did / would. I would have liked to tell them my concerns but no one would listen. I contacted their chat page and they told me they couldn't help me and disconnected me. I'm sure there are companies out there that would appreciate a person as a customer, however it isn't Hughesnet. I know I'm just a small account and do not mean much to this huge provider, but I wanted to get others to know about this as much as possible. I read many negative comments on their site as well so I am not the only person this is happening to.

I called to inquire about home service for internet service I was told they would waive Equip & Set Up fee during this promo speical but that I would have to pay a "one time" fee of "$9.99 for a modem" lease charge for the first month. I agreed to the $69.98 which included the prime plus pkg. However, when I was talking to the saleperson I repeatly made myself clear that I wanted NO hidden charges and I expected my bill to remain $59.99 plus tax only! and that he was NOT to charge my CREDIT CARD for the first month if it would be any higher bc he said that he would forward me the agreement after he ran my card via an email?!?!?! within minutes I received an Email and I got a EST monthly bill of Prime plus $59.99, Equip lease $9.99, Express credit Repair $7.95 total $77.93... NOT WHAT I AGREED... I CALLED RIGHT BACK!! the staff was terriable and of course they always say "IM SO SORRY YOU WERE MISINFORMED" NO I WAS LIED TOO!! and of course then trying to get them to refund me the money instantly was a joke... they could of done it between the bank and them and this multi milltion dollar company told me they didnt have a FAX machine... lol Thats all it would of taken I did all the work for them. Through the phone calls the sales people there were just useless.

February 26, 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 have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on December 12, 2013.
 
While reviewing **. [redacted]’s account, our records show that **. [redacted] called and had concerns about what he was being charged for on his bill. **. [redacted]’s first bill consisted of monthly service in the amount of $49.99 with a $10.00 service credit plus $9.99 for the modem rental and $11.95 for express repair which can be removed at any per the customer’s request. The express repair is always credited on the first bill and customers must opt out to have it removed in the future. **. [redacted] has a $10.00 service discount for the first three months which brings the service down to $39.99 for that period. A sales call review concluded that all correct pricing and information was given.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We have issued a 2 month service credit to **. [redacted]’s account in the amount of $107.77 and scheduled a complimentary tech visit to correct an alignment issue.
 
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]

May 20, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File # 10032878
 
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 his 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.”
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted] frustration and concern. In light of the difficulties **. [redacted] has experienced with our service, we can waive half of the termination fee, bringing the amount due to $150.00.
 
In addition, the equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.
 
**. [redacted] may contact me at the number below for his preferred cancellation date.
 
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,
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

How the Revdex.com can give this company a great rating is beyond me.We have to call every month because service sucks or our bill is different.We have been told to unplug the connection for a few moments then plug it back--when the connection is slow.Then we were told we did not have enought gigabytes---if we pay more we will have more ..........Like some people on here,we live in the country,where it is difficult to get good internet service.I found out too late from friends who have had this service how bad it is

[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:  First of all, at the time of installation I was not shown any forms nor was I told of any agreement being made.  After the install, I signed an electronic box which I was told was to confirm the work had been done.  Second, the e-mail that was sent to my e-mail did not show a signature. I still have not seen an agreement that I signed on 12/21/2013, because I didn't sign one.  Third, if the equipment was in proper working order we would not be in this situation in the first place.  On our last call to technical support, somewhere in another land, the man told us he would not schedule a technician to come out since he believed our modem and or/router were not working.  They have always and are currently working.  This was the last straw which forced me to turn elsewhere.  Fourth, my husband has determined that it must be HughesNet equipment errors, because when the service goes down, very often, he can go in and hit the web accelerator and it will begin to work again for a few minutes. 
  However; we cannot use two computers at the same time.  Should the internet work in the evenings? when a cloud rolls by? when a bird flies over? when the wind blows? when the dog barks? We mostly use the computers for our sports and general web surfing for research.  We don't do music and pictures.  What internet we do get is as slow as dial-up. At this time, we feel we need a technician to camp outside our home and be readily available for assistance when we have internet failure.  I am rejecting HughesNet's offer at this time due to the mentioned reasons. If they could fix the problems that are continuing to shut down our internet and keep it running, we would be glad to have HughesNet, but this has been very inconvenient.  If this cannot be fixed, I will settle for nothing less than them discontinuing service for no fees since I didn't sign anything mentioning an agreement.
P.S.- the internet went down twice doing this letter.
Regards,
[redacted]

March 14, 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 have attempted to contact **. [redacted] to resolve the outstanding matter.  It is our understanding that [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. If **. [redacted] has an account number or phone number that can be used to access his account per his letter, we will be able to contact him and attempt to resolve his complaint. If **. [redacted] doesn’t have an account and has an issue with selling practices as mentioned in his letter, we will be happy to forward his concerns to the appropriate department.
 
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 13, 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.   Regarding **. [redacted]’s latest concern, we previously indicated that Hughes doesn’t guarantee speeds. 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.” **. [redacted]’s understanding of purchasing tokens isn’t accurate. Tokens are purchased to release an account from exceeding the data allowance. 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. Unfortunately, we are not able to waive **. [redacted]’s early termination fee in its entirety based on her circumstances. However we did waive half of the early termination fee as a courtesy on May 2, 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[redacted][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:
Dear [redacted]:
Thanks for the forward of this response from HughesNet.  Unfortunately the initial copy, that you sent, was somehow lost or discarded by my mail system. 
 
I have carefully read the response from **. [redacted] and fail to understand the logic behind his response.  If tokens can no longer be applied to an account, to return it to normal speed, exactly what good are the tokens?  I just went to “My HughesNet” and still find that the policy being shown to me is that when a token is applied it is applied immediately and it returns the service to full  speed, just like it was never interrupted.  If it does not do that, then again I would like to know of what value the tokens are to me and other users.
 
Attached are two screen shots taken a few minutes ago of the information that comes up on “My HughesNet” page.  Please look carefully at what they indicate.  The Special Deals one clearly states that full speed will be given as soon as the token is applied.  The Status Meter shows the same information when I bring it up on my screen.
 
So, [redacted] I just do not understand why I am not able to bring my speed back up when I apply a token, as it states in their online information.  Just a week ago or so, I again ran into the [redacted] Access Policy by running out of available download allowance.  As I had purchased the 3 Token allotment a few weeks ago, I expected it to kick in and bring my speed back up.  It did not, and I was throttled back to an extremely slow speed for the next 24 hours.  That just does not seem right!  But it did start subtracting my downloaded date from my indicated available token data.  Boy, something here just does not make any sense to me at all.
 
Thanks so much for your consideration and help with this matter.  I am just not at all satisfied with the response from HughesNet.  If there is something here that I just don’t understand, maybe it can be more clearly stated.   By my view of this situation, my $16 dollar purchase of three tokens was completely fraudulent, as I did not receive what is being promised on their Token Information page.
 
Sincerely,
[redacted]

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, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s service was activated on May 14, 2014.  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] wishes to cancel his service the early termination fee is a valid charge, however we are willing to apply a credit to the account to help offset the fee. We cannot honor the request to refund [redacted] for service that has been used. [redacted] was notified of the correct pricing and the fact that is was Hughes internet service on May 13, 2014 when he was still within his 30 days to cancel without penalty. We are concerned to hear that an agent spoke to [redacted] as he has detailed in his letter and we will investigate that matter as it isn’t a normal occurrence. 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]

June 09, 2014  

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File # [redacted]
 
Dear [redacted]:
 
In response to your to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our records reflect that **. [redacted] account was cancelled.  After cancellation, **. [redacted] filed a dispute with his financial institution for services charged in the amount of $763.48.  His credit card company ruled in her favor and issued **. [redacted] a refund for the full amount of 763.48. When a credit card company rules in favor of the customer, it does not resolve the account status with Hughes.  Therefore, the customer must work with Hughes to resolve the overriding issue for the dispute. As a result, the amount of $763.48 reverts back to **. [redacted]’s account.
 
After further review, In light of the issues **. [redacted] has with moving his service to a new location; Hughes has issued the credit for the $763.48 which represents $381.74 equipment charges and service fee of $59.99(2). The current balance is $0.00.
 
While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.
 
**. [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]

March 14, 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 his HughesNet service.
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware 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.
 
After further review, we have issued a refund for the early termination fee in the amount of $198.52 to the credit card on file. **. [redacted] needs to ship back his equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and pre-paid label will be shipped to the customers address for the successful return.
 
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]

February 10, 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 have contacted **. [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 May 13, 2013.
 
While reviewing **. [redacted]’s account, our records show that **. [redacted] called and had concerns about what she was being charged for beginning with the second bill. **. [redacted]’s first bill consisted of monthly service in the amount of $59.99 plus $9.99 for the modem rental and $11.95 for express repair which can be removed at any per the customer’s request and a $20.00 service credit for three months. While speaking to a member from our department in June of 2013, **. [redacted] indicated that she wasn’t informed of the lease fee and wanted to remove the express repair. The charge for the lease fee was improperly removed and **. [redacted] wasn’t billed for it from July thru November of 2013.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We have waived the current balance of $58.07 and explained in detail the validity of the lease fee. At this point **. [redacted] has requested to keep the service canceled and has until March 30, 2014 to reactivate it. **. [redacted] has also been informed of the early termination fee should she choose to keep the service canceled. We informed **. [redacted] of our decision on February 10, 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
[redacted]
[email protected]

May 7, 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 service.  Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that account is registered to Ron [redacted] and was activated on January 26, 2013.  Regarding **. [redacted]’s concern about needing a dispatch to repair outdoor equipment to make a service operational, our records indicate that we were contacted on April 22, 2014 with concerns of the service not working and through troubleshooting it was determined that the data allowance had been exceeded. There was a detail response sent to **. [redacted] regarding the monthly data allowance. If it is determined that a service call is needed, per the terms of Hughes’ subscriber agreement the customer is responsible for the cost of a dispatch after the first six months of service. If Express Repair is subscribed to the only cost associated with a standard tech dispatch is a copay of $29.99 as opposed to $125.00 which is the cost for a standard dispatch. At this time, we show no communication with the modem which could mean that it’s unplugged. If **. [redacted]’s service still isn’t working it is suggested that she contact technical support at ###-###-#### to troubleshoot the issue and it can be determined at that time if a dispatch is needed. 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]

December 14, 2016

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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 letter to the Executive Customer Support division of Hughes, It is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Mr. [redacted]’s account was activated on September 22, 2016. On November 18, 2016 Mr. [redacted] requested to cancel the service and was advised of the early termination fee in the amount of $400.00 as a result of canceling during the contractual period.
 
Mr. [redacted] was subscribed to Hughes Gen 4 Prime Plus plan which was $59.99 per month minus a $20.00 service discount for 24 months, and modem lease fee in the amount of $9.99. Mr. [redacted]’s first bill in the amount of $65.16 included the monthly fee, modem lease fee and taxes in the amount of $14.43 minus the $20.00 service discount. The additional $14.43 charged on the first bill for the taxes can’t be computed at the time of sale by the agent. The second bill included Express Repair in the amount of $7.95 which is always credited on the first bill and can be canceled at any time. Please be advised that these charges are valid per Mr. [redacted]’s subscription and a sales call review determined that Mr. [redacted] was correctly advised of the aforementioned charges.
 
At the time Mr. [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin the 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.” You can use [redacted] with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ 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 anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB.
 
 
Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service within the contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit in the amount of $400.00 representing the early termination fee and that amount will be refunded to the card on file.
 
We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
Darron W[redacted]
Executive Customer Support
###-###-####
[redacted]

Their data caps are stupid. This is the 21st Century people need the internet. The speeds are way too slow and customer service is bad.

April 29, 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 HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on March 25, 2014 and requested to cancel her service on March 27, 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]’s account has been issued a complimentary dispatch to de-install her leased equipment so that it can be returned. We informed **. [redacted] of our decision on April 29, 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]

[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 sent pictures  to Ecole F[redacted] at supplied email address with him in subject.  $150.00 is not a fair settlement , their representative said when I cancelled service Wednesday, I will no matter what pay $400 cancellation fee plus shipping and this months bill, per Hughes representative Elan W[redacted] . Their installation was shoddy and damaged my siding and insulation. My new provider could not believe how unprofessional Hughes cables were done. They put all cabling under my siding trim and put no holes in my home installing their equipment. It does not take 14 screws to anchor cable, especially when it could have been tucked in and put through an existing opening . Since installer cut previous suppliers cable.Have had no buffering issues with them and can download crucial [redacted] updates and security patches. I am still waiting on the boxes to send back equipment. Which by the way I was told I will have to pay the shipping fees on. And as far as my electronic signature, yes I signed ,I wasn't shown any screen but, that one. I was told it was to verify service was installed and working. Nothing about contract agreement said or shown, only about installation. 
Good faith to me means, give customer what they're paying for. Don't blame customer and their new computer  and router for your technical problems. When they provide you pictures of shoddy damaging install make it right. I'll pay a final months bill but, I will not pay a cancellation fee because of shoddy service. I work with the public daily and go above and beyond what is required. Why ? Because at the end of the day you are remembered by how you treat people. Word of mouth can and does make or break a business or person. If I give bad service people won't tip me, if I continue to provide bad service they will avoid coming into my employers business. What I'm saying is good service, is customer retention and by word of mouth more customers. Common sense but, I will not be a repeat customer and if asked will give people my honest opinion. Which would be to stay away they lack customer skills, their service sucks, they're untrustworthy, all they want is your money. I had my previous internet supplier for seven years, cancelled when they didn't fix their equipment problems that were ongoing for six months. I made my first complaint two days after installing Hughes and several after. I'm done with you're company and it's horrible service that's why I've canceled.      
Regards,
[redacted]