Hughes Network Systems

I have had my HughesNet for a month and it has never worked correctly, if you look on the message board there are so many complaints about how slow the service is that I cannot believe that they have an A+ rating. Unfortunately it is the only internet service that is available in my area. Have spent 10+ hours on the phone. Most of the tech people are very nice but I am still not getting the issues fixed.

February 24, 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 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 October 31, 2013. 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 plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. Regarding **. [redacted]s’s request to receive invoice billing at no additional charge, Hughe’s subscriber agreement contains specific language that states invoice billing is available but at an additional charge.  
 
Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. All customers are given 30 days to cancel without penalty. **. [redacted] was advised in detail as to how the service works and methods that could be used to achieve better benefits within the first 30 days. In addition, through troubleshooting it was determined that the service was operating as it should. 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. We have applied a one month service credit in the amount of $130.00 on the account that can be used to apply towards the early termination fee should she still wish to cancel the service. Additionally, **. [redacted] is receiving a monthly service credit in the amount of $30.00 for six months.
 
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:
Regards,
[redacted]
   For some reason I can't view the reply from them ?, but more than likely I wouldn't like / agree to what they want. Unless they're coming to take their equipment out, and NOT charge me / us anything.
They have already broke the / our contract by not providing constant un-interrupted service, yet they're telling me that I have to give them $200.00 to break the contract ?. This is EXTORTION / BLACKMAIL
FRAUD, = pay this or else we'll mess up your credit rating. Our contract ends in February 2015,and we're planning NOT to continue (move to  [redacted]. As they're NOT ripping us off, extorting money /
blackmailing us.   THANK YOU !      [redacted]

Dear Revdex.com - I am writing the letter to inform you that I received an advertisement from this above named company through the mail. I've noticed that when I found and I had taken this plastic advertisement flyer out of my mail box, I noticed the actual plastic card portion was torn out, as I anticipated that someone else has tore if off and may have used it. In essence, I attempted to call this company to let them know that we will not be ordering this service whatsoever, and whomever took the card and made an attempt to order it, did not come from me, and to just cancel this period. The address they left on this brochure was P.O Box 10, Chanhassen, MN 55137. When I attempted to call this number they had on their brochure which was 1-844-774-6488 or the website which is www.highspeedlife.com/home neither one of these numbers appeared on the google search engine, and at that point I am totally uncertain about this company. When I attempted to call this number 1-844-774-6488, I kept on receiving voice prompts of number 1 please enter your zip-code if you wish to make an order, number 2 was something to the point of where they said, if you ordered service already and would like to have it installed, and number 3, something to the point, if you have questions etc. with the service. I tried all three prompts and it was impossible to actually get a hold of an operator to advise them of this. When I entered the above mentioned telephone number and website, to include the address in to the google search engine, nothing from this information appeared at all in google. thus at this point. I respectfully request that the Revdex.com investigate this ordeal to see if in fact this is valid, and, moreover I do not want to have no business with this company whatsoever. Your response to this complaint or notification would be highly appreciated.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: 
I am rejecting this response because in his lengthy explanation Mr. W[redacted] says nothing about the fact that the Hughes Net customer service will not return phone calls or that they keep you on hold for over half of your phone call with them. I was promised 2 separate phone calls and never received one. On Sept 7 I was told that an engineer would call within 24 hours and as to date there has been no contact from Hughes Net. I do not know anyone that has an extra 3 hours at a time to spend on the phone. Yes I realize that there are no promises for speed and I don't have an issue there. However when I call in and the customer service agent keeps me on the phone, refuses to connect me to a supervisor, or hangs up on me I have an issue. I run a business and if I answered phone calls in this matter I would not have a job. If I told a client that they had to go do this or that 5 times a day before I would consider helping them I would lose clients.
Regards,
[redacted]

February 25, 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 an early termination fee in the event he cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees.  However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.
 
We will allow **. [redacted] to cancel his service without penalty. Unfortunately, we will be unable to issue a refund for the equipment due to it being beyond the 30 day refund policy.
 
We have sent the signed contractual agreement to **. [redacted] email address on file.
 
If the [redacted]’s has any additional questions they may contact me directly with the number below.
    
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

September 7, 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 Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on May 11, 2016. On June 20, 2016 Ms. [redacted]’s service was canceled. As a result of cancellation within her contractual agreement, Ms. [redacted]’s account was charged an early termination fee in the amount of $385.00 for the internet service and $240.00 for the phone service. 
 
At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” 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. Ms. [redacted]’s current monthly service includes 10GB of anytime bytes and 50GB of bonus bytes.
 
Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Ms. [redacted] experienced with our service, we have waived the early termination fees for both the internet and phone service. Please be advised that all credits issued were used to waive the early termination fee which typically is not waived in its entirety. There will be no refund for prorated service as the service wasn’t cancelled during the first 30 days.
 
 
 
We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
 
 
 
 
Very truly yours,
 
Darron W[redacted]

Unauthorized charges, poor service

February 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 # [redacted]
 
Dear **. [redacted]:
 
It is our understanding that **. [redacted] has some concerns regarding her service.
 
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 plans. Hughes is unable to revise the Fair Access Policy due to shared bandwidth.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern.  As a result, we have applied tokens to **. [redacted]’s account.
 
We have also review **. [redacted]’s fluctuations in bill cycle which is due to the adding and removing specific plans such as the express repair and invoice fee. Unfortunately we are unable to cancel the account without penalty. However, we have added a discount of $30.00 off for (6) months to the account.  
 
If **. [redacted] has any additional questions she may contact me at the number below.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

[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: It has taken over 5 months and this company still is lying.  I'am not the only person this company is trying to get away with this is a on going problem read the internet responses.  This company should be fined for fraud to their customers especially seniors.  I have put in a complaint with the Federal Trade Commission File # [redacted].  Further more they are still trying to stick me another year of lease payments which I never agreed with!!!  Also they cheated me on payment amounts and charged more than the amount agreed on against my credit card again which I never agreed with. YOu never speak to a person who can speak english nor can you understand.  This company also lied to my credit card company and it was recorded twice.  This company should be throughly investigated about their businesss practices and I'am hoping the Fed. Trade Commission will do that.
Regards,
Cheryl F[redacted]

February 28, 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 her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on October 7, 2013. If **. [redacted] cancels her account at this point she will be subject to an early termination fee per Hughes’ subscriber agreement.
 
Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. **. [redacted] is currently receiving service at the lowest possible rate available for her service plan at $39.99 after a $10.00 service discount plus her modem lease fee of $9.99.
 
In light of the difficulties **. [redacted] experienced with our service, we have extended her current three month $10.00 service discount for another six months.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

July 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter.  It is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on June 14, 2014 and requested to cancel her service on June 21, 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 be credited the disputed amount of $11.97 and that amount has been refunded to the card on file. The account was previously refunded in the amount of $39.29 and the $11.97 is the difference from the total amount paid of $51.26. Regarding [redacted]’s request to deinstall the equipment, it is a billable service in the amount of $100.00. The tech will not remove the dish, mount, or cables. The tech only will remove the radio which is attached to the arm of the dish and leave it with the customer. If [redacted] wishes to schedule the deinstall customer care can create the order to do so. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I was never notified of the lack of return of the equipment in any way shape or form. HughesNet deducted the $214 from my checking account without notification of any kind, causing $112 in overdraft fees to be incurred by me and an additional $16.80 in costs to me to return equipment I was advised the day of termination, I was not required to return. 
 
I included, with the equipment they claim to have received on 2/24, copies of my bank account transactions at that time, reflecting I had sufficient funds to cover the charges I personally authorized and the four $28 overdraft fees I incurred due to their unauthorized withdrawal from my account. I also submitted a detailed letter explaining everything that has happened since the day my service was installed and a copy of my postal receipt to return this equipment.
 
Hughes Net made no attempt to resolve this equipment issue prior to removing funds illegally from my bank account. They have an alternate email address, of which they have sent me several emails previous to this situation, including a final bill reflecting I owed nothing further on my account. They have my mailing address and two phone numbers to call me and made no attempt to contact me using any of these methods prior.
 
I feel Hughes Net owes me the $112 in overdraft fees they caused and I was promised a $30 credit for returning this equipment the evening I filed this complaint, by the "Supervisor" who called me back.
 
Please see the attached letter and copy of my bank transactions I submitted with the equipment they received on 2/24. These people are nothing bud frauds and it's time someone stopped them from handling Customers in this manner.
 
 
Regards,
[redacted]

April 14, 2014

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**. David Dennis
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File# [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.
 
Our Executive Customer Care representative reviewed all pertinent database records.
 
After further review, Hughes has issued the refund of $170.51 to the credit card on file.
 
While we regret losing **. [redacted] as a customer, Hughes understands **. [redacted]’s frustration and concern.  Therefore, we have created a complimentary dispatch for a technician to arrive on site to de-install **. [redacted]’s equipment.  A technician will contact **. [redacted] to schedule a convenient time to de-install his equipment. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee with the required return materials sent to **. [redacted]’s site.  
 
**. [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 5, 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service.
 
After further review, we have issued a refund of $318.00 to the credit card on file that represents the un returned equipment fee. The refund will take 24 hours to refund on outside but it depends on the financial institution of when **. [redacted] will receive the refund.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

I firmly believe that HughesNet has two major scams on their customers. For one, the data cap that is in place over satellite internet users is egregiously unfair. Their claim is that in order to ensure that all customers have a "fair share" of the internet, this cap has to be in place. However, you can get out of this cap, and use more than your fair share, if you are willing to pay more and more money. Funny, my satellite TV doesn't limit the amount of TV I can watch. As if this isn't enough, I am positive the company is inaccurately recording the amount of data we use each month. The data just disappears. I already have to pay an exorbitant amount of money for only 10GB of data a month - but when half of that data disappears in two days, it's absolutely horrendous. When you call to complain, they either tell you there is something wrong with your modem, or they simply cannot find an issue at all. Case in point: Our data resets on the 22nd of each month. This month on the 22nd, we woke up at 9:30am to find 2.2GB of our data was already used. When we were asleep. I called them to complain, and they asked us to disconnect our modem for two hours while they "looked into" the issue. When I called them back, in the two hours when we were without internet, we had somehow used another 600MB of data. The lady on the phone agreed that there was no reason for this data loss and credited our account with 3GB of tokens. However, the data just kept disappearing throughout the day for no reason. The technician said they would continue to look into the issue, and would call me back in 48 hours. I assured them I would be filing a complaint with your office, as this was not the first time of this issue. I also indicated to them that I was 100% positive their search would find no explanation or cause of the data loss, that I firmly believe it is their company policy to cause erroneous data loss to force their customers into buying additional restore tokens each month, or committing to a more expensive plan with the false idea that will solve the issue. As predicted, I received a voice mail today indicating the technicians can find no reason for our mysterious data loss, and to please call them back if we want additional support. So no reason. No solution. Again. And again. And because I choose to live in a rural area, this is my only choice. There is no broadband here (which is another full complaint). If you search your own records, complaints with the Revdex.com, or even just a Google search of HughesNet reviews, I guarantee you the MAIN complaint is mysteriously disappearing data. This is unacceptable. We don't stream videos. We don't update or download apps. Yet the data clicks ever downward.

Revdex.com:
Although I am not satisfied with the response from Hughes, I will accept the offer. However, word of mouth is a powerful thing, and it is unfortunate that I am having to deal with these issues on a daily basis. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

August 08, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
File# [redacted]
 
Dear [redacted]:
 
In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service.
 
“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.”
 
“To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”
 
In light of [redacted]’s difficulties with our service; we have added a credit to her account in the amount of $68.40. We have also added tokens to the account. Unfortunately we will be unable to waive the early termination fee.
 
[redacted] may contact me 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,
 
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

October 31, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404

Re: [redacted]
File# [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 his service and is seeking a refund for the early termination fee. 
Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”

“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”

Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern.

After further review, we have issue a refund to the credit card on file for half of the early termination fee in the amount of $155.00.

[redacted] may 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 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,

Ecole F[redacted]
Sr. Executive Customer Support
###-###-####
[email protected]

When I signed up for Hughesnet I specifically told them that I would not have cable, am disabled (am home all day) and watch a lot of Netflix and Hulu. The representative told me their 10 GB plan would be plenty for me to watch all my shows on Netflix and Hulu. We'll as it ends up even on the lowest quality the data got eaten up in a handful of days. The shows were constantly buffering and sometimes wouldn't load at all. It was maddening, especially since I pay $71 a month. Calling and complaining did no good. They kept telling me it was my fault or that there is nothing the matter even though obviously there is. I had to get D[redacted] to watch TV and now have to pay for Hughesnet for 2 years because I'm locked into a contract. I really regret choosing Hughesnet.