Hughes Network Systems

Review: I have been trying to cancel my account with Hughesnet since August 2013. Although I have provided ALL information needed more than once, they refuse to allow my account to be canceled. I have asked to speak to a supervisor every time I have called, and no one was ever available. I called on September 30, 2013 and was finally told the account would be closed that day, given a confirmation number, and told that my billing would be pro-rated and I would get money back since they bill one month ahead and they have automatic withdraw from my credit card. I checked my account two weeks later to assure this was the case. My online account showed that my account was closed. Then I realized on November 25, 2013, that Hughesnet had charged my credit card $59.99 on November 22, 2013 and October 22, 2013. I called Hughesnet on November 25, 2013 to dispute these charges and to find out why my account was not closed. I asked to speak to a supervisor. I was told to hold. I did so for 10 minutes and then the phone rang many times. A person answered and I asked to whom I was speaking; he answered [redacted]. I was on the phone with Hughesnet for 35 minutes this day alone for Hughesnet to clearly act fraudulently against me. Furthermore, Hughesnet had charged my credit card without authorization, approval, or my knowledge, and after telling me my account was closed. I tried to log in to my Hughesnet account online this day as well. I was able to get into the main page to see email - which I asked to cancel on September 30th. When I clicked to view my account or my bills or any part of my account, the page said: Information available: null. Therefore, I am not able to see my account online, although Hughesnet clai** that it is still open and they continue to charge me. I stopped using any part of Hughesnet syste** before September 30, 2013, when I had a different internet provider installed.

Only once I contacted my credit card company, did Hughesnet refund 3 months worth of unauthorized charges on my credit card. I called Hughesnet again to once again close my account on November 27, 2013 and to remove my credit card information from their system. At that time, I was told that my account was re-opened in October without my authorization. Since then, and since they refunded me 3 months worth of charges, they have continued to bill me, stating that I owe on the account. Finally, today, January 24, 2014, and after Hughesnet sent my account information to a collection agency, I was assured by a Hughesnet representative that my account was credited so that the balance is now $0, and my account is closed. Frankly, I will only believe it when I see it.

It took me 5 months, many hours on the phone, measureless frustration, and 3 times closing my account to get to the point that it actually may be closed. But, we'll see.

Hughesnet has had an ongoing history of poor service and even worse support. I have felt scammed into buying new equipment to continue service. I had no other choice of service until this year when I gladly switched. I believe they are incredibly dishonest and willfully fraudulent.

On another note, the Hughesnet service was passed to me when I moved into this house. I, along with the person who moved, signed a paper provided by Hughesnet legal services showing that the service was passed from the previous owner to me. I faxed this information to Hughesnet in 2007. Throughout the past 6 years, every time I contacted Hughesnet, they required the information of the person who lived here previously. I explained countless times that the account had been transferred and that the previous owner no longer had any dealings with Hughesnet, as shown by the signed and dated transfer of service agreement. Nevertheless, Hughesnet would not allow me to do anything without the previous owner's information. When I tried to cancel my account in August 2013, Hughesnet told me they needed authorization of the previous owner, who was still listed as the account holder. At this point, I once again faxed the legal document to Hughesnet and then called them to see if they had received the fax. First they said it took 24 hours to process the fax, when I called back in 24 hours, they said it took 48 hours, when I called back in 48 hours, they said it took 7 days. When I called back in 7 days, they said it took 10 days, and so on. The bottom line is that they said they never processed this fax. Of course I checked and rechecked the fax number, had authorization that it went through, etc. By going through this rigamarole, I was forced to keep my Hughesnet service for another month and pay another month's worth of charges. This circu**tance is just one more in the long, long list of terrible customer service by Hughesnet. And the actual internet service was deplorable as well. I am glad to be rid of them once and for all, and I warn anyone else to avoid using them as well.Desired Settlement: A letter from Hughesnet stating that my account is closed including my email, my balance is $0, and that my credit card will not be charged again in the future.

Business

Response:

February 19, 2014

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 haven’t contacted **. [redacted]. 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 the account was registered to David Plank and was activated on April 21, 2006 and was completely canceled on November 27, 2013.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s Hughes’ email address has been deleted and the balance on the account is $0.00. In addition, the credit card on file has been removed.

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,

Executive Customer Support

###-###-####

[email protected]

Review: I had an advertisement that offered Gen4 service but I never realized that I wasn't given Gen4 I was given the old equipment. I have been complaining about the speed being really slow but they keep reassuring me that my speed is good. I cant even stream a video from youtube that is under a minute. I have had too many issues with the service being way too slow can be compared to even being slower than dial-up. I got to chat online with customer service but im being told that I have the correct product I know I have at home the advertisement that offered gen4 for the price that ive been paying for the old units. I was told I needed to pay $199 to upgrade but I shouldn't have to pay to upgrade when I should've had that service with gen4 from the beginning of the contract. my account # is [redacted]Desired Settlement: I will like hughesnet to correct the problem and make sure I have the right service with the right equipment which should've been Gen4 and also for some credit to be issued for all the months I paid for having less quality equipment which made it very difficult to use my internet for all my troubles with the slow service I expect the correction of equipment, a credit towards future bills and a better speed quality.

Business

Response:

June 21, 2013

I started using Huges Net internet about 4 months ago and every since I signed up with them I have had issues with their service. I was lied to from the very beginning about how much internet would actually be available to me and how long it would last. Every time I called I would try to cancel and they would talk me out of it, so before I got off the phone I would ask them to extend the cancelation period which they said they would. When I finally decided I was for sure going to cancel they said I was unable to. I should have still been within my cancelation period due to the conversations we had on the phone. The person I spoke to then told me that they could wave half of the cancelation period which would have been 200.00, but before they did that they were going to go back and listen to the previous phone calls that were had to make sure that I my cancelation period wasn't extended. I then go a voicemail from Hughes net stating that it was talked about on the phone but the agent was going to have verify it with a supervisor. I never received a call back from the agent so I assumed that my cancelation period had been extended (my fault for not checking I guess) The agent then leave a voicemail stating that it was never fully approved, but they could wave half of the cancellation fee which is 200.00 if I was still interested. I never called back to verify the cancellation because I just assumed I was out of luck and was going to have to keep their service, so on 1/8/16 I check my bank account and Hughes net has taken 390.00 out of my account and when I call to inquire about this charge they stated it was the cancellation fee which is way more than half which they left on my voicemail and never authorized. I called them to have them credit the money back to my account and they told me it would take up to 7 business days I then told them I was going to overdraft in my account by 220.00 and they told me they were sorry there was nothing they could do and I told that them I wouldn't be in the position of overdrafting if they hadn't taken money out of my account without permission. I argued with them on the phone for over an hour and didn't get anywhere with them. Hughes net didn't care at all that I had other bills to pay and now couldn't because all my money was tied up with bills that were pending to come out and then the 390.00 that hughes net was charging me that made it to where I couldn't pay my bills all I got was an I'm sorry. I told them this should have never happened in the first place because I didn't authorize that transaction. Hughes net is the worst service I have ever received and I don't recommend anyone use them.

Review: I have tried repeatedly for three months to cancel my service due to relocation. Of four different 800 numbers, none had the option to cancel service. All were New Business only. On 8/23/13, I got a valid phone number for thier Natioal Headquarters. (###-###-####) After an hour they finally agreed to cancel. Of course there is a fee $280.

I have had Hughes net for 3+ Years and Idon't feel that I should be charged, especially since they continued to debit my checking account each month for $94. for services I couldn't use or cancel.Desired Settlement: I also think they should be required to offer the option to cancel service on their web site and all of their advertised phone numbers.

Business

Response:

September 5, 2013

WARNING to Hughesnet Satellite internet customers. Beware of Hughesnet telling you they need to send a technician out (for $125 charge) because your dish "is out of alignment." In my case (2 times in the past six months) they have told me that weather/snow has placed it out of alignment and they must send a technician to fix it and it is not covered under my monthly fee. Both times I have told them: "for $125 I can switch to a different provider" (with better service), and to "please not send a technician out." Within the hour, my internet service is working again. Note: this has happened to me twice--not a fluke. The first time I gave them a pass, but there is clearly unethical business practices going on here.

Review: While I know they have their service rpogrammed in order to make you buy bandwith and run yours out, that I cannot prove as I do not have the tools to do so. What I can prove is that they steal your anytime minutes during bonus yte times(2-8 am). I have been out of bandwidth or days andhving to buy additional tokens to keep my service going. For the last three nights they have been stealing this purchased time using it when it should be taking it from the "bonus bytes". I have no idea how long they hae been doing this, probably forever, but I have proof of the last three nights and I am fed up with their dishonesty.Desired Settlement: I want $15 refunded)cost of three tokens), and I want thme to stop stealing in the future.

Business

Response:

December 3, 2013

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 Hughes service and a ($15) refund for tokens.

Our Executive Customer Care representative reviewed all pertinent database records. We value **. [redacted] as a customer. In light of the difficulties **. [redacted] had with our service, Hughes has issued $15.00 credit to **. [redacted]’s account. We have also issued (3) additional tokens to his account as well.

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.

Sincerely,

Executive Support

###-###-####

[email protected]

Consumer

Response:

[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.]

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,

I had called Hughes net the November 24 to try their services asked what they package were first we were told 5 GB a day anytime hours and 60 gb from the hrs. of 2am to 8am , first they told me I didn't have to buy the equipment only had to pay for the taxes when it came to run y credit card for the taxes it wouldn't work , then they told me I had to buy the equipment and card me 286 bucks but we would get free installation we asked if we didn't like the services would we get our money back they told yes had the system installed a few days later the 27 of November used it got really slow we called and asked again how many GB was it they then told us it was 5gb a month , we decided to cancel the 3 of December a few days later and when we asked to get our money back the represented said send back the equipment and we might be eligible to get 100 buck back the cost of the equipment I explained to her we were told the equipment was 286 dollars and it was free installation she said we paid for installation I asked if they were goanna give us a free shipping box so we can send back the equipment she said no I would have to pay for that worst business RIP OFF . we had only had this thing a lil bit and they took our money and ran with it I would never recommend this company if anything I tell people to run from it HORRIBLE COMPANY PRACTICES STAY CLEAR

Review: Hughesnet Gen4 advertises upload/download speeds that are grossly overstated. There was one class action suit against Hughesnet regarding this and they were found at fault and are supposed to advertise realistic speeds. I never experienced speeds that were higher than 10% of what they advertised. In essence, they claimed speeds of 10 times higher than are actually experienced by consumers. The insidious aspect of this is that it is an upsell from their standard service which is quite reasonably priced at around $40/month. Their direct communications promise increases of up to 10x if you upgrade to their Gen4 service. In reality, their is a modest increase in speed of perhaps 10% but the price nearly triples to $110 per month.Desired Settlement: All incremental monies paid to Hugesnet based on the false advertising including a $300 installation fee and $350 cancellation fee. In total, approximately $1,000

Business

Response:

April 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 her service. At the time **. [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.” In regards to **. [redacted]’s concern that Gen4 upgrades are significant increases in cost, the prices are actually about the same as each comparable service for both [redacted] and Gen4 service. The reason for the increase in **. [redacted]’s monthly plan was because she went from the Basic plan which was smallest plan available with her older service that was $39.99 and upgraded to the highest plan with her Gen4 service which was the PowerMax at $99.99. The Basic plan for Gen4 is listed at $49.99 per month. **. [redacted] called in September of 2013 to request a cancellation of service; however that process wasn’t completed because she didn’t speak to the department that processes cancellations. **. [redacted] continued to use the service and accepted a retention offer of $30.00 for 12 months in December of 2013 and subsequently canceled her service on January 29, 2014. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. I spoke to **. [redacted] briefly and while she wasn’t available at the moment, I will attempt to reach her again on the next business day to inform her that the extent of what we can do for her is credit half of her early termination fee in the amount of $162.50. No other refunds will be honored as requested in her letter. 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]

Review: Hughes net satellite internet service speeds were not what they said they would be. Then they let me set the account up in my wife's name (without her signature or even verbal consent) but wouldn't let me cancel the account, she had to do it, or in our case tell them to let me do it. They sucked another $500 or so out of us because of poor communication on our side when the account was never cancelled even though the service was shut off on our end. We are now happy with [redacted] which we got about 30 days after Hughes net was installed, and then unplugged Hughes net. I would also like to say that their customer service is SO SO VERY bad, from every level that I encountered (and I am an empathic customer service rep, with crisis intervention training.)Desired Settlement: I would like the last two months fees back and the early termination fee refunded to me.

Business

Response:

Review: I cancelled services and did not authorize debit charges which they insisted on doing anyway.

I repeatedly asked [redacted] not to charge my card after cancelling my services and asked to speak with a supervisor which he refused to let me do and continued to insist on charging my debit card per his supervisor, [redacted].Desired Settlement: I would like for everyone to be aware of the aggravation that HughesNet Satellite Internet Service has caused me from the very beginning of me trying to get service, to trying to have it cancelled. It took 3 months to have it installed and it never worked properly for the month I had it and when I tried to have it cancelled they wanted to charge me for the full 12 month agreement. When I asked to speak with a supervisor I was denied that as well.

Business

Response:

December 2, 2013

Review: First let me say I have NO other alternative but satellite connection as the company in our area says it would run $30,000 to get 1/4 mile of line DSL in our home. I am one of two homes on a dead end road with DSL just across the street though less than 1/4 mile away...... As a customer of Hughes Net since 2006 they could not get my "Gen 3" modem to work and rep told me I should upgrade to "Gen 4" with NO mention of changing my plan of 500mb (I think that my allowance was) a day with free downloads from 2-8 am at $80.00 a month with regeneration in a 24 hour period. Let me say I don't do games, I don't watch movies on the net, I work my photography/web design business on my desktop and only a desktop no other devices attached. Just over 30 days now I've had the Gen 4 and NOW I have bought so many tokens I'm going broke trying to run my business. I have a stack of case numbers from as far back as when the gen 3 quit working and was told I should upgrade the modem to gen 4, the most recent case number is 41264265. Hughes says won't revert me to the old plan (Anything can be done if someone wants it to be so with a service like this) and I was JUST NOW told via phone they would put me at the HughesNet Gen4 Power Max for the $80.00 to see it this would help me but NOW just got an email saying it would be ($129.99) NOT to mention now there is no "Free" time it's a 15mb limit during that time..... There has been complete fraud by Hughes Network Systems via their overseas reps and even a couple here in USA. When asked on several of my calls to support to transfer me to someone in the USA they said they could not transfer me to the USA and the language barrier at times is VERY difficult. I'm in the USA dealing with a USA business with an address in [redacted], MD. Please adjust your reps to reflect so. Talk about unfair business practices and your ads on TV are so misleading for a business person. It was with huge hesitation I changed to GEN 4 and now I know why my gut was telling me not to for so long but when Hughes could not get the gen 3 working I then again had no choice.Desired Settlement: I just want my old plan back so I can work from 2 am to 8 am and a 24 regeneration period at the $80.00 price that I was on for so long......and since they said it was going to be mandatory to switch to gen 4 that's fine but Now I can't afford to work on the small amount of bandwidth they allow...... How does anyone get to do anything anymore with such a small allowance for such a huge cost?

Business

Response:

April 24, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding 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. Unfortunately we cannot revert back to the original Fair Access Policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted] frustration and concern. After further review, **. [redacted] has been working with our community support team to uncover any underlying issues with her service. We have also added complimentary tokens to her account. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

We live in a rural setting without high-speed internet access. We thought we would give HughesNet a try. We did a lot of research on the company. We called and talked to three different customer service agents. We even went online and did a live chat with a customer service agent because we simply could not believe the great things we were being told could actually be true. Each time we spoke with another agent we would ask more probing questions to verify and try to understand how what the previous agent told us could be true. Each time the agent would embelish more. By the time we ordered service, we were guaranteed 15 Mbps download speeds and 3 Mbps upload speeds. We were guaranteed that the monthly data usage limits only applied to streaming video and music and not to ANY other type of data usage. We were even told they had special hardware and software that could detect and monitor to type of data usage to know if it was specifically video streaming. They guaranteed us that even we hit our streaming data limit monthly allotment, we would still be allowed to stream video and music, but they would just simply throttle the speeds back on the video streaming only. They promised that all other internet data usage activity would continue unaffected. We were guaranteed that our VPN and our VoIP phone system would run without any issues on this system. We specifically explained our research led us to believe that the VPN would slow speed drastically to a point in which the VoIP would not be functional. We were guaranteed that would not be the case. Furthermore, we were guaranteed that any use of the phone would not count toward the monthly data usage allowance. I could not believe this to be true. I called back and very specifically went through these details. An additional customer service agent verified all this information to be factual. When they independant contractor came to install the equipment, he looked at our VPN and VoIP set up and explained this system was not going to work with HughesNet satellite. We proceeded to tell him what all we were guaranteed by the multiple agents. He told us that none of it is true. He informed us that he has done numerous installs in which the customers have been lied to in order to gain business. He informed us that the customer service agents are instructed to lie and say whatever is necessary to get the customers to sign up for service. After 2 days of using the service, we purposely exceeded our monthly data usage to verify if we were told lies. On day one, our download speeds were around 20 Mbps and upload about 3 Mbps. By the end of day two, our download speeds were less than 1 Mbps and upload about .20 Mbps. We were clearly lied to by every customer service agent we spoke to and the independant contactor that installs the satellite was correct. We called and canceled our service immediately. At that time they informed us we would need to return the modem and its power cord. We asked if they needed any equipment from the dish. They told us they did not. They sent us instructions, a box, and a shipping label. I packaged the modem and power cord exactly as it stated in the instructions and sent it back in the time frame they requested. Soon, I was charged a $321 fee. When calling them, they explained we did not return the radio assembly off of the dish. Not only were we told nothing would need to be removed or returned from off of the dish, the written return instructions made no mention of a radio assembly. The customer service agent refused to refund the entire amount. They stated they did receive the modem and would refund $100, but would not refund the rest until they received the radio assembly. I am getting ready to return it. I will wait and see if they follow through with refunding the amounts they promised. Unfortunately, I doubt they will based on the integrity they have shown throughout. This company should be shut down. DO NOT DO BUSINESS WITH HUGHESNET.

Review: I had to cancel the service due to a new job where I travel a lot and I called hughesnet to cancel. I called to cancelon day 37 of the my service which the service was really bad internet anyway. So they tell me I will be charged $400 and if I return the equipment I will get back $300. Within days they took the $400 out of my account and that did hurt my finances. I then spent about 3 hours breaking down the dish and equipment to return it back to them. They got the equipment back and proceeded to tell me that I will not be getting any money back. Also if I hadn't returned the equipment they would of charged me an additional $300. The internet service is really horrible anyway. I am paying them to not have the service and that seems pretty bad to me.Desired Settlement: Give me back $300

Business

Response:

April 23, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a refund for the early termination fee. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. **. [redacted] leased the equipment therefore is not entitled to an equipment refund. If **. [redacted] did not return the equipment within 45 days; he would have been subjected to a $300.00 equipment fee charge. In light of the issues **. [redacted] encountered with our service; Hughes will has issued a refund for half of the early termination fee representing $200.00 to the credit card on file. If **. [redacted] has any additional questions; he 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 [redacted] [email protected]

I ordered Hughes Internet thinking it was a good deal as they described. It was anything but good. First of all they took three days to install the the satellite after being late and having to leave before finishing. Next, waiting with much anticipation, to use the fast internet for some online classes, quickly revealed that we were lied to. They could never , I repeat, never were able to even bring up a simple home page. After days, and hours, of troubleshooting we realized this was not going to work. We told them to get their equipment and we would look for Internet service from a company that could deliver what they promised. Months went by and without warning or notification, they deduct $214 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 avail. They agreed to send a service tech to the house to remove something from the roof. That's fine but the guy left it on the front porch with a note that I should now send it back to hughesnet. How does this happen. Anyway, packed it up and dropped at UPS. Patiently waiting and waiting and waiting for a refund.
DO NOT USE Hughesnet. Internet is non existent, customer service was hostile at best and never was any honesty or integrity on hughesnet behalf

Review: The service was nothing like they promised, incredible SLOW. I called to return the product less than an hour after installation and they tell me my bill will be prorated. I shouldn't be charged one cent when their product did not meet what they claim.Desired Settlement: Complete refund, no prorating no matter how little the cost. They should come out and remove the satellite that I will now have to take off the side of my house.

Business

Response:

July 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on June 27, 2014 and requested to cancel his service on the same day. 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 credited in the amount of $153.32 and that amount has been refunded to the card on file as of July 18, 2014. **. [redacted] will be able to see the refund within 24-72 hours depending on his financial institution. 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]

Review: I was charged 318 for equipment. equipment was returned via ups. have not been issued refund despite multiple calls

after cancelling my satellite based internet service with Hughesnet, I was expecting a ups box to return my equipment. our local UPS driver simply left the box in my shed due to rain and I didn't find it for quite some time. by the time I found the box and returned the equipment I was charged 318 dollar equipment fee. Since that time, I returned the equipment via UPS. Tracking number [redacted] delivered on 4/18. I was told that I woulx be issued a refund immediately upon return of the equipment. I never did. I then called customer service on 5/1. The number called was 1-[redacted] The rep accessed my account with my phone number [redacted]. They verified receipt of the returned equipment and stated I would receive a refund on my debit card by the end of the week. That would have been 2 business days for the electronic transaction to post. I never received the refund and again called customer service on 5/3. That rep first stated he saw the refund request and advised it could take 1 to 7 days. he the said 6 to 7 days. I asked that he review the recorded call and what was promised by the previous rep. he claimed the other rep told me a week. This is a lie. so now it has been a week without refund and I called again.I spoke to a supervisor named [redacted] and was told the refund request had just been entered today. I asked why today when it was put into motion a week ago and she could not answer. She then told me I have to wait ANOTHER 7 business days ro receive my 318 dollar refund. I explained this was unacceptable since the mistake was clearly on their end. She said there was nothing she could do. I told her I need the money for bills and groceries but she said the policy is the policy.I talked her into calling what she referred to as the advanced billing department to request a manual refund. They claimed they could not do this. I reminded [redacted] that any business that has the abilty to receive manual payments also has the abilty to issue a manual refund. All I kept being told was about their policy. the fact that it was their mistake the request wasn't entered correctly a week ago apparently makes no difference. So now I wait AGAIN with overdrawn bank account and no money for groceries.

pDesired Settlement: I am seeking a full and total refund of 318 dollars IMMEDIATELY, not in 7 business days and for a review of their ability to have issued me a manual "on the spot" refund due to the mistake of the initial rep that never processed my refund request. If they DO in-fact have the ability to have refund my money manually and lied to me about that abilty, I also seek an additional 120 dollars for four bank overdrafts I have incurred that would have never happened if they simply returned my 318 dollars

Business

Response:

May 16, 2013

Review: Was told they needed credit card to withdraw 40.00 that would be returned in a few days. They took 469.77 for purchase of equipmenT

They withdrew 469.77 from my bank 3-17-14 out of my Debit card for the purchase of equipment that I would have never agreed to. I am disabled veteran and do not have a lot of money. I put order in on 3/12/14 order #[redacted] master account #[redacted] was told that service would be 79.99 a month for internet and phone a month was misled and lied to. I ordered free installation for slandered which I ordered. The flyer I received also states free standered installation with lease option only.Not appllicable with purchase option!!!Desired Settlement: I want them to give me my money back and pay for my bounced checks they withdrew money that I had for my bills and the checks bounced. I in no way would have agreed to what they did to me I am disabled and do not get much money. I do not want a thing to do with HUGHES NET just need my money back in order to get thru the month!!

Business

Response:

April 17, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding HughesNet service and is seeking a refund and reimbursement for non-sufficient fees. After further review, Hughes has issued a refund of $382.58. The remaining amount of $87.19 is related to services rendered. **. [redacted] would need to email me a copy of his bank statement reflecting insufficient fess for possible refund consideration. **. [redacted] may contact me for any additional concerns. 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]

Review: Hughesnet service technician disconnected my service from the satellite dish without my consent and company continued to charge me for the service.

I had a contract with Hughesnet for the GEN4 internet service and while I was away from my home - it is a multi family dwelling- a service technician disconnected my equipment from the satellite dish in order to hook up another family at the same dwelling. I was never contacted no did I ever give permission for this. When I returned home after being away fro a couple of months I found the equipment piled in a box and I had no connection to the satellite. In the mean time the company continued to charge me for the service. I called the company to cancel the contract since they had broken their side of the agreement of providing the service and after 1 hour on the phone and 5 different people I was told by one of their managers that they would waive the early termination fee since they broke the contract. I was okay with that although they really should have paid me back for the 3 months of service I paid for and the unit was not in service. 2 weeks after my conversation with the manager I received a bill and saw on my charge card that they had in fact charged me the early termination fee, they lied!Desired Settlement: I would like to have the termination fee refunded to me and after all the headache they caused I would like the 3 months of service refunded back to me

Business

Response:

October

18, 2013

Review: On December 31, 2013, I contacted HughesNet to cancel satellite service. I was not under any obligation with HughesNet to continue service for any length of time. I requested service be terminated as of January 4, 2014. The representative I spoke with informed me services would be cancelled on January 4th and that HughesNet would require the return of the modem and its cord along with the satellite receiver. He also informed me HughesNet would mail a box for the ite** to be returned. On January 7, 2014, having not received the box to return the ite**, I called HughesNet customer service and inquired as to why I hadn't received the box so that I may return the ite**. I was informed that my service was still active and that it would remain active until January 28th and that they will not send a box until after January 28th. I explained to the representative that the HughesNet Satellite is no longer connected to any service at the house and wanted the box sent and my account credited for the days which I prepaid for service but was not using. The representative stated the account will remain active until the 28th of January and that I will not be issued any refund of services. I attempted to explain that the representative I spoke with on December 31st did not explain the cancellation process properly and that he agreed HughesNet satellite services would be cancelled on the 4th of January. If he had explained that I was obligated to pay the month regardless of use, I would not have terminated services until January 28th. I believe this to be unfair practices on HughesNet's part. The monthly charge for the HughesNet service is $39.95 and I believe I should pay only for the days of service up to the agreed upon cancellation date of January 4th which would be 7 days. My account number is [redacted] and the phone number associated with the account is ###-###-####.Desired Settlement: I believe I should receive a refund of $30.66 for the amount I was billed for the service after the requested cancellation date of January 4th. The monthly charge for HughesNet is $39.95 which was charged to my credit card on December 28, 2013. I requested the service be terminated on January 4, 2014, which is 7 days of service for the month, or $9.33.

Business

Response:

January 24, 2014

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 reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on March 28, 2012 and requested to cancel service on January 4, 2014. Due to the account being a Recovery Act account, there is no contractual agreement and the early termination fee of $400 does not apply.

The standard cancellation would’ve been at the end of the next bill cycle which was January 28, 2014, however in light of the difficulties **. [redacted] experienced with our service; Hughes agrees to make a one time exception regarding our cancellation process. We have credited the account in the amount of $30.64 and that amount has been refunded to the card on file. A voicemail was left with our decision for **. [redacted] on January 24, 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,

Executive Customer Support

###-###-####

[email protected]

I received my first bill from the company and it was not the price that was first end quoted to me. so when I called to cancel the service they told me that that it was one day after my trail period. I informed them that I just received the bill and it came one day after the trial but I should not be held accountable for them sending the bill after the trail that it should have been sent prior to the bill date not after the fact. I told them I felt like it was a trip to keep me with a company that I am not satisfied with. so now if I cancel on day after the trial when the sent the bill I will be charged the full contract price of $400. That is not fair because they sent the bill for my review after the trial but they took the money for payment before I received the bill statement. I should have been able to cancel this service with no penalties as I could not analyze the bill until after it was sent to me, a day after my trial. so now I am stuck with them and my cancelation charge will be put on my credit for them doing this undermining tactic to make and individual stay with there company. This should be classified as unfair business practices. Who send a bill after they take the money so the customer can not have the opportunity to review it, complain or cancel the service. It is a sure fire way to still money and trip customers.