Hughes Network Systems

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]

[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: Please refer to my response to Executive Customer Support, [redacted] Hughesnet which is written in red font The green fonts highlight continued reference to "my cancellation" as if I could afford to pay for a service that was not working adequately or they failed to improvedThe agency should look at how much money this company is making just from cancellations alone InterestingJuly 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 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 representative reviewed all pertinent database recordsOur records indicate that ** [redacted] ’s service was activated on December 30, On June 12, 2014, ** [redacted] ’s account was cancelled This is a true statement I did establish service in BUT if [redacted] did a comprehensive review, he would have observe that I was an upstanding customer who paid for services at my prior residenceWhen I moved to my current address, I asked if they provided service for the area Hughsnet indicated they did so as an satisfied customer, I order service the new address The problems started in April when the NEW service was established at the new addressMost of my calls of complaint started then [redacted] also failed to address Hughesnet's failure to resolve any of my complaints over and over again Their resolution tactics involved blaming others such as the Router I used or Software issues or how I was using my internet activites [redacted] fail to address any of my actions or complaints established during that period at all He quickly jumps to June Well I established a new contract in April and based on my continued complaints their resolutions was to pay them more from $to $ Soon after, the problem was not corrected the speed usage were deplorable and they would degrade my system where as I could not even use it for simple web access [redacted] also failed to address that when I continue to complain again of the same issues and that they should have someone examine this problem or give me another modem....anything??? Their answer was to upgrade my package again ($108.00)Next my usage was degraded again [redacted] fails to discuss the poor service of their minimum speeds which became a constant issue with me at my new location How can I continue to pay for poor service which I feel that Hughesnet was providing I gave them plenty of notice and communication as well as follon their excuses by contacting [redacted] , [redacted] and performing constant speed testAs a result of cancellation within her contractual agreement, (This is the language Hughesnet uses when a customer get tire of the systematic delays and non-resolutions When asked this from Hughesnet Representatives, "Do I want to cancel because I keep complaining and it appear that is the direction I am leaning towardsI answered several times no I want to get this issue resolved) Then they would proceed to have me perform the same steps over againNext call them back only to reach another Rep and they do the same thing....never a resolution ** [redacted] ’s account was charged an early termination fee in the amount of $At the time ** [redacted] requested to cancel service there was an attempt to troubleshoot the service and an offer of a $service credit for eight months which were all declinedHughesnet offer to troubleshoot again but they wanted me to do the same troubleshoot actions and call them back days later which I knew I would get another Rep who had no idea what my problem was nor did they have a real resolution Also at the time, my service was degraded after days of new service and the TOKEN (which are 1-gigs of data usage that would deplete within a hour or twoAlso the $service credit did not meet my needs because I need the improved service I was paying for and not receiving I use my internet for business needs and the proble [redacted] created by Hughesnet and their lack of resolution FORCED the cancellationAll customers have days to cancel service without penaltyI understood that customers had days to cancel Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speedsHad I known that Hughesnet provide only minimum speeds at this location, I would have not agreed to this type of service I have a business to run “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” That's fine but when HSN continuously provide poor service, slow speeds, and fails to adequately resolve the issues, I should not be forced to pay for early terminationWhen 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 factorsStated speeds and uninterrupted use of service are not guaranteedThen it's quite simple, Hughesnet does not or can not provide me with the service I need at this address and mislead me to believe they did During peak hours, actual upload and download speed will likely be lower than speeds indicated.” 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’s circumstances, I still haven't heard what Hughes recognizes regarding my circumstances I say this because I started complaining in April but [redacted] only refers to my call on June 12th as if I said nothing for over a year C'mon now....this issue started in April with the new service at my new and current residenceHughes agrees to make an exception regarding our cancelation policyIn light of the difficulties ** [redacted] experienced with our service, we have issued a credit of $to her account representing half of the early termination feeMy difficulties cost more than the half of the credit or (token) you are throwing at me I have lost more monies following your recommendations, brought types of routers due to your blames, created a back log of internet orders due to Hughesnet inability to provide adequate internet service as was given to me before moving to the new address, impacted my business representation by apologizing to my customers for slow service which was no fault of mine or theirs, and the frustration of constantly dealing with Hughesnet Customer Support who continues to provide the same poor service and speed addressing their internet serviceAnd what made matters worst, a Rep had the audacity to recommend I upgrade to a business account since I had exhausted all the residential packages Imagine thatupgrades in months to do the same tasks I did at the old addressWe sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith The best demonstration of preserving good faith as it pertains to me is for Hughesnet to completely drop the early termination Option and leave me alone At this point, we would respectfully request that our response to this complaint be accepted as closure to the caseI beg to differI do not request closure of this issue until this matter is drop due to the months of issues and costs I have had to endure with HughesnetI do not do tokens, I do results In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationPlease feel free to contact me via email or Revdex.com regarding this complaintThanks so much Lori Very truly yours, [redacted] Executive Customer Support [redacted] [email protected] Regards, [redacted]

April 12, size="2"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] Case # [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 her HughesNet service At the time ** [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement in order to begin her 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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.” Regarding request to cancel without penalty, please be advised that when ** [redacted] subscribed to the HughesNet Service, expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy After further review, Hughes has waived half of the early termination fee and issued a refund of $to the credit card on file ** [redacted] would need to contact me directly 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 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 ###-###-#### [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]

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]

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]

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]

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]

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 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]

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

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

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

$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

[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] ***

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

September 16, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear [redacted] : In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service Regarding [redacted] ***’s latest concern, we have removed his credit card from the account and currently there is a $ Please be advised that our records don’t show the leased equipment as being returned and if the equipment hasn’t been received after days of cancelling the service the account will be accessed with unreturned equipment feesAny charges such as the aforementioned will not be charged to a card or be automatically debited because the account is now on invoiceWe 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]