Hughes Network Systems

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: Dear Sir/Madam:

I wish to complain about Hughesnet Services, SAN number [redacted] that I purchased in August 2013.

I'm complaining because the service never worked properly after I was told I could certainly run my small office form my home with their service. To resolve this problem I would like you to forgo the cancellation fee and refund my monies of a total of $429.94, which included installation and months paid for not using the service as it did not work properly.

When I first learned of this problem, I contacted your customer service line over and again all through the month of August, speaking with persons that barely spoke English. I was told over and again, they were sorry but there was an upgrade being performed to the satellite beam and that I was assured over and again that I was on the Jupiter satellite and my service would be so much better when they were completed. I was also told I would receive discounts from my bill, which I never received either.

A technician was then scheduled to come to my home to perform a service as overnight my allotted MB disappeared from the system and no one was able to tell me why. I was told [redacted] ate up the MB when I was watching movies; HughesNet told me that was impossible. Then, HugesNet told me it may be my cell phone that was conducting updates and was eating my MB. I was told that possibly someone else was "using" my service. I tried to explain I lived in a remote rural area n 32 areas of land and theft was highly unlikely and my modem was password protected. Toward the end of August, after having called Hughesnet over and again, I decided to unplug the service and work outside of my home at a local area which offered Wi Fi.

Today, On December 1, I finally decided to call HugesNet and spoke to [redacted] to cancel as I am paying for a service that does not work, does not work properly, one that goes down for hours at a time as they "fix the bea**" or for whatever other reason one may be told when one calls customer service. [redacted] insisted he should be given the opportunity to send someone out to "test" the system for me. I tried to explain to him that it was futile. He made a suggestion that I should have called over and again. I certainly don't have time for that as I work a full-time and raise two sons. Talking with HughesNet on a daily basis is not part of my plan.

Today I was told I MUST pay the cancellation fee as that is the contract I signed. Yes, that is what I signed however I expected to receive a service in return. They did not stand up to their part of the bargain and all troubleshooting was left to be handled by myself. I believe that this response is unfair because they offer substandard services and I spent many hours away from work trying to correct this situation before I unplugged the service.

I will also have to hire someone to climb onto my roof and remove the equipment in order to return it. That is nmore money taken from my product for a service that never worked properly.

I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 30 days I will file complaints with the appropriate consumer agencies and consider legal alternatives.

A company should stand by their pledge and offer a service that works. No wonder they "force" a two year contract on their clients as they know they are already offering a service that does work and one that is substandard by every measure. If my service worked , we would not be in this situation.

I have never dealt with a situation such as this and am appalled that a company can have such a deceitful contract and still operate under US laws.

Regards,

[redacted]Desired Settlement: I would like a refund of $429.94.

Business

Response:

December 11, 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 Support division of Hughes it is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking to cancel without penalty as well as service refund totaling $429.94.

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. Our 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.

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. 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.

Unfortunately, we are unable to issue a full refund for $429.94. In light of the difficulties **. [redacted] has experienced with our service; we have issued a credit to the account for $185.00 representing half of the early termination fee. There is a balance on the account of $185.00 representing half of the early termination fee which needs to be paid to bring the account to a $0.00.

In addition, the customer needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. There is a box and pre-paid label on route to **. [redacted]’s address on file.

If **. [redacted] has any additional question regarding her complaint; 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,

Executive Customer Support

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

When a contract is signed, it adheres both parties to

an agreement. Hughesnet has a responsibility

to provide the service it claims to offer.

Yes, while the small print of the contract contains the truth, the phone

call with the agent and their television commercials as well as their

commercials on the internet contain puffery and exaggerations.

I will not pay for a service that did not work. Hughesnet broke this contract by not offering

the service they advertised and I lost money.

I am still going to lose money as I need to hire a person to remove the

dish from the roof of my house.

Some examples of their

claims are listed below:

Source: http://www.hughesnet.com/index.cfm?page=dspHomepage

"Wow! I can have

two computers, two cell phones and my Nook connected with little or no slow

down. Keep up the improvement, it was worth the wait.” [redacted] - WV

What can I do with HughesNet Gen4?

What do you want to do? With

HughesNet Gen4, you'll get more of what you need with superior download

capacity – anywhere, anytime.

Stay up-to-date with faster

email, news, and downloads.

Get improved network performance for

high-bandwidth apps.

Enjoy a media-rich world like

never before: video clips, pictures, music – even streaming movies.

HughesNet is a

satellite Internet service which provides Internet access to customers no

matter where they live in the contiguous

United States. Dedicated to the individual consumer and their satellite

Internet service needs, Hughes provides high-speed Internet to both rural and

urban customers, offering high-speed satellite Internet access. This satellite

Internet service is particularly revolutionary to rural customers who have had

limited or no access to high-speed Internet in the past.

After reading the above, one would assume that Hugesnet

offers internet connection. They hide

behind their contract when they eventually offer a substandard service. They also feel the contract is one-sided only

protecting them and this is not true. I

signed the contract in good faith, expecting a service in return. This did not

work for me from the time it was installed.

They failed to provide a service to me.

I hope to have this resolved via the Revdex.com but if need be, I

will take it to an additional agency for action.

Regards,

Review: I ordered hughesnet and I was told that they needeed my debit card to hook me up so I said ok but I want a bill in the mail do not debit my card well they did so I called them and told them not to do it again and I wanted the money back in my bank acct asap they said no and I told them not to ever do it again well they did so my husband and I recalled them and I was told the same thing I could not get my money refunded back to my card and that next month they would not do it again how ever I never gave them permission to take funds from my acct and they all lied about how much it would cost to have internet from it was 29.99 a month but they keep chargeing me 44.00 a month this company is stealing from peoples acct and getting away with itDesired Settlement: I want them charged with fraud I know there are other people out there they have done this to

Business

Response:

December 19, 2013

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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service.

Regarding **. [redacted]’ concern about her credit card being billed after she requested with the installer that it not be after the first month, Hughes’ subscriber agreement contains specific language advising our customers on our billing policies. “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at www.myHughesNet.com. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement”

I contacted **. [redacted] to further discuss her concerns about Hughes’ billing procedures and terms and conditions. At the time **. [redacted] initially called to request that her card be removed she wasn’t listed on the account to be able to make such changes and the agents had no ability to fulfill her request without authorization from the account holder. **. [redacted] is now authorized to make changes and the billing is set up under invoice. When the account was set up there was a three month service discount that brought the monthly fee for service to $29.99. **. [redacted] has been offered an additional six month promotion that will bring her monthly service to $49.98 plus tax for that six month 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,

Executive Customer Support

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

[email protected]

Review: I called to have internet installed I ask do they install wifi was not giving info that a disc had to be installed on my roof, was not inform there were taking money from my bank account before I had the the service for a month. I got installed Dec 29th I also asked the tech after he was finish will my baby be able to go on her tablet. That did not happen not only did not system not work when I called they tell me I had to buy another piece of equipment. When I called for a supervisor one day I was on hold for over 45 minutes. I have more to tell in details. The aslo did not inform me of all the other expenses they were chargeing me nor about putting the disc on my roof. If someone can contact me please on this matter I will greatly appreciate it. Thank you in advance God Bless, [redacted]:))Desired Settlement: I need for someone on there expense to come and check my roof also for them to refund that amount I did not have the service for a month and was not inform of it.

Business

Response:

January 13, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on December 29, 2013.

While reviewing **. [redacted]’s account, our records show that **. [redacted] called and had concerns about what she was being charged for on the first bill. **. [redacted] requested to be placed on invoice and stated that she wasn’t aware that she would be automatically debited. **. [redacted]’s first bill consisted of monthly service in the amount of $49.99 plus $9.99 for the modem rental and $11.95 for express repair which can be removed at any per the customer’s request. The express repair is always credited on the first bill and customers must opt out to have it removed in the future. **. [redacted] has a $10.00 service discount for the first three months which brings the service down to $39.99 for that period. Currently **. [redacted] is also receiving a $5.00 discount for three months to offset the invoice fee.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We will apply a $45.00 credit on the account which will account for one year of the $5.00 invoice fee. We understand that **. [redacted] isn’t actually alleging that she has any damage done to her roof as a result of her install. If **. [redacted] wishes to have a tech come out to inspect her roof, it will be a time and material charge associated with it as it is very normal to have a dish mounted on the roof without any damage as a result.

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: 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]

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: We Hughes Ne since April/May 2012. I called and talked to a customer service sales rep before signing up for service. I was assured that the satellite system would provide me me faster internet speeds because I was told that they just sent a new satellite into orbit and I was getting the newest technology that was compatible with the new satellite in orbit. I asked about connection due to weather and was told it would be very rare for us to have our service disrupted due to weather. We have satellite TV ([redacted]) and never had a problem, so I believed the rep. We were told that in order to get service, we had to sign a 2 year contract, which we did. Since our contract, we have had nothing but proble** with the service. We immediately started having connection proble**, which I called numerous times. They wanted to charge me (brand new service), to come to the house to troubleshoot. I said no and they ended up sending somebody free of charge. In the Fall of our first year, I was told that the reason we had so many connectivity proble** is because they had a new satellite in orbit that they just launched and my system was not compatible. I told the rep that I was told it launched ealier in the year and that my system was supposed to be. The rep said that was wrong and I would have to upgrade my system. This was within 6 months. They told me I would have to purchase new hardward at a cost of over $200. I declined because I didn't think it was right because they told me one thing and it ended up being wrong and I only had the system approximately 6 months and they wanted me to purchase more. I complained for several more months and finally was told by a supervisor that they would upgrade me for free because of discounts he added to my account to offset the fee. I was hopeful my service would improve, but it did not. We have continuous outages, if the wind blows, we lose connection and if there is a problem with my connection or hardware, they always want to charge me. I am paying over $100/month for service I can't use. As of today, I have been unable to connect to the internet in about 2 weeks. They don't seem to care about the customer once they have a contract signed because the customer is locked in for 2 years or they are assessed a $450 disconnection fee.Desired Settlement: At this point, I want to be released from the rest of my Hughes Net contract. Hughes Net can have all their equipment. In good faith, I have paid my bills on time and tried to work with them with all the loss of internet connection issues, but this is ridiculous. Customers should not be held to the contract when the company they have a contract with does not live up to their end of the contract. We feel trapped by Hughes Net for this horrible service and a contract we can't get out of no matter how dissatisfied we are with the service or how many times we call about connectivity issues.

Business

Response:

February 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 representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on April 24, 2012. On February 24, 2013, **. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment. On February 19, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $235.00.

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. 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.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $250.00 to her account representing the early termination fee. Currently there is a credit balance of $50.80 on the 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. 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 have been a customer of hughesnet for over three years now and I constantly have issues with them. I have recently (about a year ago) upgrade to their new service of the "gen 4" since I upgraded to this I have been getting a error code of 30.1.1 which kicks me off the internet from 9:00 PM eastern time until 10:00 AM the next morning, I have contacted hughesnet about this issue several time and I have pages full of case numbers of this, there never solve the issue and keep telling me it is my equipment and not theirs when I know for a fact it is theirs. The eve of the house is also covering literally half of the dish (which I do have pictures of) and they sent a technician out to take pictures of this (I have a copy of his pictures as well) well when he came out and took the pictures he told me to give a day or two for them to process the pictures so that the sat dish would be moved away from the house, I heard nothing and after three weeks contacted hughesnet and I was told I would have to pay them to have it moved. This is their problem because it was suppose to be moved when I upgraded and it never was. They will not pro-rate my bill either because I am getting 1/2 of the service time I am paying for AND the amount of data they are advertising on their website is wrong information when in fact getting less download/upload speeds than what they promise. I have tried to cancel my contact but was told and I quote "you are not allowed to cancel until your time is up with us" hughesnet is a lying company who needs to be investigated, There are hundreds of negative reviews about hughesnet and their customer support staff. Please look into this matter, thank you for taking the time to read this.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like my contract to be cancelled immediately without me having to pay anything. I would also like hughesnet to give what they offer/promise. I would also (if possible) to have 1/4 of my past three months of bill refunded due to only getting a portion of my internet service (which I have records of being kicked off the internet for numerous hour), which shows on the logs 118 times within a month, that is more than three a day! Thank you.

Business

Response:

February 27, 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, our department has previously been in contact with **. [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 November 25, 2011. On December 27, 2013, **. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment. On February 24, 2014 a dish relocation was completed to improve **. [redacted]’s service.

In light of the difficulties **. [redacted] has experienced with our service, we have issued a total credit in the amount of $180.00 for three months of service as of February 27, 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]

Review: I discontinued the service only 1 day after it was hooked up and called to cancel. now I am being threatened and harrassed

I discontinued using the service one day after installation. I called 5 days later to cancel the service. my credit card was charged 4 consecutive months.

I contacted amex and was told I needed a cancelation number. I called BACK and spoke with a person who tried to convince me that the service I got the first time was the wrong service and if I would sign up again that it would be better service.

I told her no thanks and then much to my surprise I started getting charged again! so I contacted my credit card company again and told them not to accept the charges.

the equipment from hughes net has been returned btw.

now I am getting letters and multiple phone calls from them stating that I am being turned over to a collection agency.

now today I call AGAIN to have them cancel my account and stop harrassing me once and for all and I am on the phone with one person for over 20 minutes. after she was unable to convince me to change my mind, I was transfered to another department (this is what happened before).

at this point I am yelling and saying PLEASE JUST CANCEL MY ACCOUNT and again the sales rep begins AGAIN to try to convince me to change my mind. I said " can I be more clear about this I dont want your service and never did!" then, she spends another 20 minutes asking me tons more questions about the service I supposedly received but never did. she would not give up.

so I hand the phone to my boyfriend who spends yet another 10 minutes on the phone with her. and now all of a sudden we are being told out of the blue that I am going to be charged a termination fee of $300. That is funny because I asked in the initial phone sales call over 6 months ago if there were any early termination fees and was told NO as long as I canceled within 30 days which I did. now here we are 7 months later and being told we are being charged a cancellation fee.

this go round, her name is [redacted]. She is at least the fourth person I have spoken with that STILL will not take no for an answer. she is adamant about us reconsidering. which is ridiculous!

btw, I was toldDesired Settlement: Come and remove the satelite dish from my house.

Stop sending me collection fees.

Stop harassing me with phone calls.

Refund my cell phone bills in the amount $35 for over 4 hours of phone calls trying to resolve this with them and my credit card company.

Pay me $80 for my time - total of 4 hours.

Write an apology to me for the harassement.

Business

Response:

February 4, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on September 5, 2013. On January 19, 2014, **. [redacted]’s account was cancelled. **. [redacted] initially requested to cancel her service on September 13, 2013 but the cancellation was not completed as **. [redacted] didn’t complete the process with the account management team. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00.

We took into consideration that the initial request came within the first 30 days; therefore we have credited the account in the amount of $385.00 for the early termination fee. In addition, Hughes issued a credit of $125.92 on November 14, 2013 to cover the time the service wasn’t used up thru November. **. [redacted] has disputed all charges paid to Hughes in the amount of $158.88 and has been awarded that amount by her financial institution. Our records indicate that we have yet to receive the leased equipment from **. [redacted] and the fee for unreturned equipment on her account is $300.00 plus taxes. Once the equipment has been received we will bring the balance to $0.00. At this point there is nothing to refund because of the disputed charges and unfortunately Hughes can’t honor **. [redacted]’s request to be compensated for cell phone usage or time spent with customer care. We attempted to inform **. [redacted] of this information on February 4, 2014 but she stated that she wasn’t feeling well and wanted to talk some other time.

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]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

**. [redacted],

[redacted] is either misinformed, or he is just not telling the truth.

First of all, I never had any contractual agreement. When I first spoke with the initial salesperson I was promised there was NO contact and NO installation fees and NO early termination fees. I just had to be sure and call back to cancel within 30 days – WHICH I DID and is not disputed by Hughes Net. So why keep on charging me month after month?

Furthermore, Hughes records will show that I only had internet access for approximately 24 hours. I unhooked it after that because it was terrible service. Thankfully I never cancelled with my other provider.

I tried resolving this with many phone calls to Hughes net and was always stuck with yet another salesperson trying to talk me back into getting the service. The last time I said “forget it” and within a few weeks I was getting charged AGAIN and was told that I reinstated my service.

My equipment was returned and my UPS guy that picked it up has indicated he will testify if need be. This injustice has been going on way too long and needs to be resolved.

Thanks for your help in this unfortunate matter.

Regards,

Business

Response:

March 7, 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 fifth rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Regarding **. [redacted]’s latest concern, the requested information was sent on March 5, 2014 and is scheduled to arrive today March 7, 2014. The return label will be located inside of the UPS letter package the she will receive.

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: hghesnet charged my bank account for 337.47 when only authorized to charge account for 39.99 when contacted all they could say was we will try to process that in 3 to 5 days very unprofessional and addition to that was not offered the introduction rate like they had initialy offered but instead were charging 49.99 until disputing that as well. this appears to be a very unprofessional company which suprises me do to there size instead what they appear to be is very dishonest and just want to overcharge any or every average person!Desired Settlement: they need to review there company policy and look to change it because this is far from satisfactory to me !

Business

Response:

March 12, 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 his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account was activated on February 19, 2014.

**. [redacted] expressed that when he called to request service he was told that he would be set up under a lease option that and that his monthly cost would be $39.99 plus $9.99 for the rental of the equipment. **. [redacted] states that once his service was activated the card on file was charged $337.47 which consisted of equipment purchase, installation fee, and monthly service plus taxes. On February 26, 2014, a courtesy credit of $321.36 was placed on the account.

In light of the difficulties **. [redacted] experienced with our service, we have credited $321.36 to the account and if **. [redacted] wants to provide a credit card that can be used to refund, we can process that for him. In addition, we have switched the account to reflect the lease option and not purchase.

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 returned All parts that was suppose to be returned. I received a letter dated December 02, 2013 from [redacted] & [redacted] a Collection Agency for Hughes Network Systems for a outstanding balance of $437.76. Called them they informed me that it was for equipment not returned. I explained that I already returned equipment per their instructions and refused to pay bill. Received several more calls from [redacted] & [redacted] about same bill,but different operators. I explained to her that equipment was returned she gave me hughes net phone number to call to get bill straight. I called hughes net spoke with operator that I could hardly understand. we went through hole bill they kept changing amount putting me on hold telling me that I owed a tax for equipment of $11.96 then said I owed $168.65 then put me on hold again. then said I had a credit. I asked for a Complete statement from hughesnet so I could make sense out of all this they said they cannot provide me with a statement because I am no longer a customer. Hughes net said they did receive equipment in November but could not tell exactly when. They gave me a Case # [redacted]. the next day I called [redacted] & [redacted] because they had already closed the previous day. I call their operator at ###-###-#### on 2/6/14. She again gave me a different amount said that she could settle this for $100.00. I refused and said I was not paying nothing until I agreed with bill , but because hughes net refuses to send a statement I cannot agree to any payment. )n 2/24/14 again a computerized message at my office said I had a outstanding balance of 4

$437.76. very frustrated at this point I spoke to another representitive of [redacted] & [redacted]. I told him I refuse to pay anything he again tried to say there was a balance which was different from the message that was just announced by there own computerized message. he of course did not know why that was or if I was lying. I informed him that I was paying nothing and am getting tired of this harrasement. he was suppose to email me something from [redacted] & [redacted], But still have not received a email. As far as I am concerned I should have No Balance due and am considering further action against Hughes Network Systems If this is not taking care of soon.Desired Settlement: Balance should be ZERO and a letter stating that

Business

Response:

March 12, 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 not 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 October 12, 2010 and indicated that he wanted to cancel his service on October 14, 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. The balance of $137.73 on **. [redacted]’s account is for the October billing cycle in the amount of $125.80 after a credit of $42.85 plus the taxes of $11.96 when his account was charged for unreturned equipment. **. [redacted]’s account has be credited the disputed amount of $137.73 to bring the account to a $0.00 balance.

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: Tried to cancel service during grace period, was asked to give an additional month

Free of charge, and grace period would be extended

During extended grace period, I cancelled service. Hughesnet then charged me 399.67 in early termination fees

After 3 incorrectly provided phone numbers, I managed to contact customer service.

They admit they should not have charged me that fee & will return my money in 1-7 business days. Unfortunately, this money taken from my account was my rent money- so now I owe my landlord late fees. Hughesnet customer service "understands that I would be upset" that their mistake is costing me money, but they ate not going to make amendsDesired Settlement: It would be nice if they would pay for any late fees/ overdraft charges I incurred as a result of their unauthorized taking of my money.

Business

Response:

March 18, 2014

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 stating he was charged the early termination fee but his trial period should have been extended.

After further review, **. [redacted] was issued a refund for the early termination fee of $399.67 on 3/18/2014.

We spoke with **. [redacted] on 3/18/2014 and apologized for any issues towards his 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,

Executive Customer Support

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

[email protected]

Review: On sunday 03-26-2014 my email connection to the internet was disconnected without any advance warning and without any notice by phone service. I went for almost a week before learning that hughes net had done this. I have 2 accounts, one is [redacted] and this one someone started sending spam, and without warning me both of my accounts were disconnected. I called and spoke with someone with no knowledge on what happen so I asked to speak to a supversior and they would not connect me.Desired Settlement: Credit for damage caused to my system by Hughes net not informing me of the problem and letting me handle it instead of just shutting down my whole system.

Business

Response:

April 14, 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 to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Please be advised, at the time **. [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement pertaining to unsolicited bulk communications. “You may not use the Service to send unsolicited bulk communications, including through email. Similarly, you may not authorize others to use your account or sub-accounts to send unsolicited bulk communications, or cause unsolicited bulk communications to be sent by someone else.” If **. [redacted] is still experience issues with his email account he would need to contact me at the number below. In light of the issues, Hughes applied a credit service credit to his account in the amount of $59.99. 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: 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: 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]

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]

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: 07/16/2013 – Case# [redacted] - Call to HughesNet to suspend our services and asking for refund of $235.60.

01/06/2014 - Talked to [redacted] at HughesNet and he refused to accept request to terminate but he did acknowledge that HughesNet had continued to bill my Credit Card after the service was suspended in July.

01/07/2014 through almost the end of January I called many times (5+) to confirm my cancellation but conveniently every time after I told the person that I wanted to cancel they would say they had to transfer me but on EVERY occasion I would get hold music for about 10 minutes and then the line would just go dead.

On one of the last days a January I received a call from HughesNet saying that they had received my request for cancellation and it had been accepted. I thanked the representative and asked when I could expect to see the refund I was owed. I was told, “in a couple of weeks”.

02/26/2014 - another call to HughesNet about the status of my refund with no results, only lame excuses.

05/15/2014 – Case# [redacted] - Another call to HughesNet which resulted in finding out that a check was sent to someone at [redacted], Alabama. We live in CA. We were told the call will be escalated to Advance Billing Department for research.

05/20/2014 - Case# [redacted] - Another call to HughesNet and we were told again that the call will be escalated to Advance Billing Department for research.

05/21/2014 – Case# [redacted] - Another call to HughesNet and we were told that the check was not cashed by the owner of the address in Alabama, plus the address was supposedly fixed to reflect our address and a check would be issued and we should see it within 5 business days.

06/02/2014 – No check received – Case# [redacted] - Another call to HughesNet with the same result that our call will be escalated to Advance Billing Department for research. We are now told that the check will take at least 45 days because that is the process.

06/09/2014 HughesNet has now had our money illegally for almost 11 months and we don’t honestly expect anything soon.Desired Settlement: We would like to have our refund money of $235.60, owned to us by HughesNet, back.

Business

Response:

June 27, 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 HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account is registered to [redacted] and was activated on February 27, 2008 and the service was cancelled on January 6, 2014. 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. We are actively investigating **. [redacted]’s refund concern. Our records indicate two refund checks were sent to an address in Alabama in the amount of $235.60 and they have both been cashed. We are trying to determine all of the information involved with the issued and cashed checks and we will follow up with **. [redacted] within the next week. 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: 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: In June of 2014 I authorized a one time payment to pay for services rendered. Two weeks later I cancelled services. I returned the equipment.

In June of 2014 I authorized a one time payment to start my services from Hughes Net from the installer on site. Two weeks later the service bogged down so I called and realized that I would have to pay additional money to upgrade . I cancelled services. I received a box to put all the equipment so I returned it. Fast forward 2 months I checked my account and Hughes Net used my one time payment transaction to charge me $214 for something. So I called and the girl who was a foreigner who I could barely understand told me that I didn't return a part of the equipment. It was a receiver that was located on my roof with the Satellite. Again there was no communication from them saying that I hadn't returned a part of the equipment. Someone took my one time transaction payment and charged $214 to my checking account 2 months after I had cancelled services. I had never set up them to take money out of my account each month. the only time I paid them was to set up service . Someone needs to go to jail because I never set up anything to be taken out of my account . Someone should have contacted me via mail to get this resolved. Now someone illegally took money out of my account 2 months after I cancelled service ending my contract with Hughes Net. I want to see someone go to jail over getting my one time transaction and illegally pulling money out of my account. I will be seeking legal action!!Desired Settlement: I would like to see someone go to jail over this. I never received any notification in the mail that any equipment that was not returned. I never anyone to take money out of my account. They used the one time payment transaction to illegally obtain money out of my account.

Business

Response:

August 28, 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 it is our understanding that [redacted] has some concerns regarding his service. Our Executive Customer Care representative reviewed all pertinent database records. After further review, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. The equipment must be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. “In the event that you used a debit card to activate your subscription, you authorize Hughes to initiate debit entries to your checking or savings account, as the case may be, for payment of the monthly charge for the Service. Hughes, pursuant to this authorization, will debit the monthly service charge for the Service from your account each month. In addition, Hughes will deduct from your account any and all early termination charges arising from termination of your Service prior to its required minimum term. Hughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and Hughes. Hughes will charge a return fee for each debit that is declined by your bank. The return fee will vary from state to state and will be the maximum amount allowed in each state.” Once we receive [redacted]’s equipment the remaining fee of $214.00 will be issued a refund. [redacted] may contact me 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]