Hughes Network Systems

Can you say bait & switch I was told that my installation fee was waived and that I had to pay $for a "spot" on the satellite I am cancelling my service after days and they are charging me a $early termination fee and will not refund my "spot" on the satellite I have asked to cancel the service effective today and they refuse and said it will not be cancelled until the end of my billing cycle...this must be so that they can continue to bill me for service I'm not using They also won't send me a box to send back their equipment until the end of the billing cycle This is the absolute worst service I have ever experienced and the customer service people have apparently been trained on being obnoxious and argumentative STAY AWAY FROM HUGHESNET!!!

[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 even though you cannot admit you tried to "slam" meYou go on to say how much I would have savedNo mention of virus malware infected status meter, confirmed by [redacted] tech.Regards, [redacted]

August 28, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [redacted] Dear [redacted] : In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service Our executive customer care representative reviewed all pertinent database records“To ensure fair Internet access for all HughesNet® Gensubscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] ’s frustration and concern After further review, we have issued the early termination fee refund to the credit card on file totaling $Unfortunately we will be unable to issue any additional refunds The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment fee MsArtman would need to contact me directly for any additional questions We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Ecole F [redacted] Senior Executive Customer Support ###-###-#### [email protected]

March 25, ** [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear ** [redacted] : In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted ** [redacted] to resolve the outstanding matterIt is our understanding that ** [redacted] has some concerns regarding his HughesNet service Regarding ** [redacted] ’s latest concern, from the time the service was installed on November 30, there were technical calls on December 26, and March 4, As previously mentioned, all customers can cancel without penalty within the first days It is suggested that ** [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then if his speeds are below average speeds we would be happy to offer advanced tech support to ** [redacted] to insure that his service is operating as it shouldWe are able to waive half of ** [redacted] ’s early termination fee if he still chooses to cancel his service We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as Hughes Net does indeed update their records and discharge the invalid debt to zero and agrees never to attempt to charge me for their services or equipment again Regards, [redacted]

Hughes Net offered us internet service which was supposed to be enough to stream videos and make out internet searches fasterThey did not, so when we called they offered to give us more mb at a higher price (I believe they call this bait & switch)We have canceled service with them but they want a hundred dollars to disconnect everthing, even though they didn't provide the service they promisedAlso, we had problems with their customer service, they were rude and hung up on us

June 9, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt is our understanding that [redacted] has some concerns regarding her service Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with [redacted] ***Our records indicate that [redacted] ***’s service was activated on December 16, Relative to [redacted] ***’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per monthWe spoke in detail to [redacted] about her experience with customer service and we understand the importance of being given the correct information at all timesWe take those matters very seriously and will certainly look into [redacted] ***’s interactions with our customer support and provide coaching as needed to prevent these kinds of escalationsWe have issued a credit to [redacted] ***’s account in the amount of $to represent a half month service creditWe informed [redacted] of our decision on June 9, 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 considerationVery truly yours, [redacted] Executive Customer Support###-###-####[email protected]

July 15, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-Re: [redacted] *** Complaint [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 Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the service is registered to [redacted] and was activated on June 15, On April 30, 2014, [redacted] contacted our technical support department to report that her service wasn’t working [redacted] had an out of warranty service order to have a technician come to her scheduled to come to her site on May 15, and was charged the dispatch fee of $but it was credited on her Hughes account the same day to offset the chargeOn May 15, our records indicate the technician closed the service order almost immediately after opening with no issues as the causeWe are investigating the matter to find out the specifics of the technician’s service order and corrective action will be taken as neededAt this point, we have issued a credit in the amount of $to [redacted] ***’s account to reflect the cost of the taxes associated with the $service charge 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 considerationVery truly yours, Darron W [redacted] Executive Customer Support [redacted] [email protected]

April 11, size="2"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 sending emails to a specific address Relative to ** [redacted] ’s concerns in regards to unable to send emails to a specific email addressOur records reflect that our technical support team did troubleshooting and was able to resolve the email issues ** [redacted] s had encountered ** [redacted] may contact me with the number below for any additional questions We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

August 21, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [redacted] Dear [redacted] : In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service Our executive customer care representative reviewed all pertinent database records“To ensure fair Internet access for all HughesNet® Gensubscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] ***’s frustration and concern After further review, [redacted] ***’s account is cancelled and there is a current balance on the account $that consists of the unreturned equipment fee of $and a past due service fee of $Hughes issued an adjustment of $on 05/05/as well as adjustment of $on 12/27/Unfortunately, we will be unable to issue any additional credits/refunds for service fees The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment feeOnce we receive the equipment a credit of the unreturned equipment fee of $will be applied to the account 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] would need to contact me directly for any additional questions We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

Hughes Net services is severely over priced for the area I live ..wireless services is gb for $!!! Which last maybe days This is I think considered price gouging just because Hughez net is the onliest wireless initernet service in the area I live in !

March 12, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 matterIt is our understanding that ** [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with ** [redacted] Our records indicate the service was activated on December 30, Regarding ** [redacted] ’s concerns with the her account being double charged, if ** [redacted] is making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generatesOur records indicate that a refund of $was issued on February 19, We have left a message for ** [redacted] to find out what occurred with her billing during that period 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]

HughesNet, from the very beginning of our business relationship has been unable to provide the service they sold me in July of I have been in contact with them many times about the awful satellite internet and home phoneEach time I attempt to get it corrected, they transfer me to a technician who assures me that they have checked it on there end and the service is working as it shouldThe average time for each call is minutesI even called to cancel the service entirely and after an hour and minutes and transfers, I'm drained and still a paying customerThe internet has never worked well and often doesn't work at allThe home phone service randomly doesn't workThe number one reason for our "temporary inconvenience" is the assumed possibility of bab weather nearbyI became affiliated with HughesNet while inquiring about the possibility of having internet from FrontierThey told me that they couldn't sign up any more customers from our area code (45155) and they forwarded me to a HughesNet customer service repThe only true English speaking person I spoke to until I wanted to cancel the serviceThe only other time was when I was late on a payment and they called meI thought that would work After explaining that the service was a joke, she assured me that she would call me the next day and personally work with me on figuring out what the problem wasShe didn't callI still have months left on the contract and I am not paying for this problem much longerI am working on a way to cancel and tell them to go awayThey know they are one of the few options available for rural internet service and it shows that they don't have to work for their customersRediculus

$cancellation fee which was NEVER mentioned when I signed up via telephone However, they did send me a confirmation email that only states there will be a cancellation fee [omitting the price] they offered a link which I never clicked on I want to thank them for making me more cautious for ever signing up for anything else Slow, Slow internet what a joke AND they charge by gigs so many gigs = $$ so not unlimited - WHAT??? Kiss my b [redacted] I am still going to cancel to get away from them and all of their extra charges

They have a horrible serviceI was constantly running out of data, although I was rarely using the serviceWhen I called to complain, they tried telling me it was because I left my computer on and there were automatic updates; however, I do not even own a computer and the tablet I was using, was ALWAYS turned off when not in useAfter explaining this, they denied it completelyAdditionally, I had surgery and was off work for weeksI tried to setup a payment arrangement and they refused and then continually harassed me for the bill, although I told them several times which day I would pay onI was receiving 5-calls a day from their billing department and half of the time, they would hang up when I answeredWhen I was trying to use the Internet, the page was constantly not loading and I was NEVER able to watch videos because it would never buffer completely and was constantly stoppingI would NEVER recommend their service to anyoneAdditionally, their support staff DOES NOT SPEAK ENGLISt was so frustrating and they never understood why I was callingIt was a horrible experience from every angle

You want the real review and rating for this horrible company? Google HughesNet ReviewsThey lie, they do not care about their customers, the slowest inter I have ever had in my lifeThey have limits like a phone plan and the price is outragous for what little we haveYou can not play games with them, download speed is horrible and upload speed is even worse ping is awful and I can keep going onA+ Rating on Revdex.com? Should be a FFF

I ordered Hughes Internet thinking it was a good deal as they describedIt was anything but goodFirst of all they took three days to install the the satellite after being late and having to leave before finishingNext, waiting with much anticipation, to use the fast internet for some online classes, quickly revealed that we were lied toThey could never , I repeat, never were able to even bring up a simple home pageAfter days, and hours, of troubleshooting we realized this was not going to workWe told them to get their equipment and we would look for Internet service from a company that could deliver what they promisedMonths went by and without warning or notification, they deduct $from my checking account for something that supposedly was not returned even though they said they didn't need anything else returned at the time we cancelled the "service "! Of course I tried for hours to resolve this over the phone to no availThey agreed to send a service tech to the house to remove something from the roofThat's fine but the guy left it on the front porch with a note that I should now send it back to hughesnetHow does this happenAnyway, packed it up and dropped at UPSPatiently waiting and waiting and waiting for a refundDO NOT USE HughesnetInternet is non existent, customer service was hostile at best and never was any honesty or integrity on hughesnet behalf

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have turned in all their equipment, plus the $modem They also have a month of charges, they charge a month ahead I will not pay them any thing The [redacted] jack is only a small part of their misleading the public Even their ad on TV does not tell how they work My friend called and asked them specific questions, they still didn't tell the truth THEY BROKE OUR CONTRACT!!!!! Regards, [redacted] ***

Slow and sluggish for online games & even with largest plan available, all data used in a couple of evenings of streaming moviesI explained my needs in detail prior to purchase (I work in the video game field) and was assured there would be no problemCannot cancel year contract without a huge feeHorrible customer serviceThey promise the moon to get your contract signed, then it's a "screw you, your'e stuck with it" attitudeDO NOT USE THIS COMPANY IF YOU NEED RELIABLE HIGH SPEED INTERNET!!!

Company uses deceptive advertising and sales tacticsStart you at the lowest rate plan which for most users is insufficientDownload and upload speeds are highly erraticI currently pay for a plan with the fastest speed and largest data allowanceUsing the HughesNet speed test about once a month (it often doesn't work) I've recorded download speeds under mbps timesOther times download speed is as high as mbpsThe slowest was kbpsWhen I call about credit for no service I'm told I must call back AFTER my days of service is completed and a new cycle begins