Hughes Network Systems

Review: I stopped my phone service with Hughes Network and they did not take any of the money off of there. They said if I cancelled I would owe $200 in penalization. I got angry enough with them that they said they would drop the $200 penalty. Well today when I checked my bill it still was just as high with no phone and I will not keep that company unless somebody looks into this matter.Desired Settlement: My bill down to at least $60 a month.

Business

Response:

October 6, 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 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 August 9, 2014. While reviewing [redacted]’s account, our records show that [redacted] called on September 16, 2014 and requested to cancel the Hughes voice service. The Hughes voice service was cancelled on September 19, 2014. Regarding [redacted]’s concern of her bill not changing since cancelling the voice service, we have communicated to her that another monthly invoice hasn’t generated since the voice service was removed. [redacted]’s next invoice is due to generate on October 9, 2014. We have credited the account to offset the early termination fee for the voice service and we have also issued a credit of $59.90 for a full month of the voice service as opposed to only receiving a prorated credit for the unused portion. We informed [redacted] of our decision on October 6, 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: Product failed to preform as promised. Added services, failed support. False advertising.

We were sold on the internet service from a sales person that was nothing but a liar. We were told that we could operate 7 different devices on the recommended 10GB data plan. We were told we would be able to stream approx. 2,000 hours of programming with said data program. We had Hughes net for an extended trail period of 60 days. In the 60 day time frame we were able to stream one tv show and one movie via [redacted]. The service was trouble from day one. We attempted to stream our movies with little to no results. After about two weeks of this we contacted customer support. We were advised that we had exceeded our data allowance. After arguing with customer service for 20-30 min explaining that we had never been able to do anything on the internet they increased our data. Negative results still ensued. Customer service was contacted once again. We were sent to tech support. Tech support ran test said all was well and it should work. Again we tried the service with negative results. Customer service was contacted again to cancel the service. We were sent to tech support once again. Tech support advised that we had a bad data port on the modem. While on the phone tech support reconfigured the port and the service worked for one movie and one tv show. Our trail period was extended out due to all the trouble we had had. When sold on the product we were quoted a 69.99 bill per month. The bill turned out to be 90.00. Customer service was contacted again. They advised that there were trial period services added in that had expired and been charged to the acct. I advised that I had not been told or notified about such trail periods or the merchandise they entitled. I advised I was still in my trail period and wanted to cancel service. Rep advised I would be charged a termination fee. After arguing for 30-45 min rep found notes where trail had been extended and advised no further charges would take place. Recently had 400.00 auto drafted from my acct for termination fees. This caused my acct to be overdrawn causing 160.00 worth of overdraft fees. I called Hughes net furious about the deduction. After about an hour or so of arguing the rep found again where the trail was extended and advised I shouldn't have been charged. The charges were reversed for the 400.00. Hughes net refused to cover the overdraft fees that ensued after their false charge. Currently in dispute with my bank on the overdrafts.Desired Settlement: Hughes net has refunded my 400.00 termination charge. this was a false charge on behalf of the company that should have never happened. This charge resulted in my acct being over drafted. My acct was assessed 160.00 worth of over draft fees. I want them to cover that amount.

Business

Response:

October 16, 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 service was activated on July 28, 2014. On September 3, 2014, [redacted]’s account was cancelled. The 30 day trial period was extended in [redacted]’s case and as a result the early termination fee of $400.00 shouldn’t have applied. [redacted]’s account has been credited the disputed amount of $400.00 and that amount was refunded to the card on file as of September 28, 2014. In regard to [redacted]’s request to be refunded for overdraft fees, per the subscriber agreement Hughes isn’t responsible for overdraft fees incurred by the customer’s financial institution. Hughes’ subscriber agreement contains specific language that states Hughes’ isn’t responsible for overdraft fees. “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.” It is suggested that [redacted] ask his bank to waive the fee as a courtesy. While Hughes doesn’t accept responsibility for overdraft fees, we’re happy to send a letter to [redacted]’s financial institution asking them to waive the fees as a courtesy. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

I would recommend to anyone considering HughesNet to do their research before signing up. Simply Google HughesNet complaints. There are several sites full of people who had negative results with customer service. Anyone who seeks to cancel service with them will be subjected to early termination fees. If you feel that you have been mistreated by HughesNet tell the customer rep that you will file a complaint with Revdex.com. It's the only thing that will get them to listen. I moved out of state and have been trying to resolve my account for 4 months. Still working on it.

Review: Charged for trial service. Called to cancel service and receive refund. Service not cancelled or refunded. Called 15 days later to cancel again.

I called HughesNet to try their service for 30 days and it was installed on Feb. 15. I was charged for the trial and was unaware until I received my bill. I called on Feb. 18 to cancel my service and had to make them cancel it that day and pro-rate a refund of my money. I spent over 45 minutes on the phone. I called back 15 days later (Mar. 5) to check on the status of my return box so that I am not charged $300 for the equipment. I was told that my account had not been cancelled, even though I received an email stating that it had. I had to explain that I was supposed to be given a refund from the date of cancellation. After almost an hour on the phone, I have been told once again that my account is cancelled and that I will be refunded $72.50 with this reference number: [redacted]Desired Settlement: I just want my money refunded and for the equipment box to come so I can get rid of this stuff. Thanks and I hope that I am not back here in 15 days doing this again.

Business

Response:

March 21, 2013

Review: I signed up for internet service at [redacted] they guaranteed me that I would be able to get service any where in the world as it was a satellite service. we moved to [redacted] and when they came out to set up the service by the installer, [redacted], from [redacted], he was unable to get a "line of site" so we could not get their signal. I was told I would have to pay an early termination fee to stop a service I was unable to receive. Their "case" number is [redacted] concerning this, my account number is [redacted] with [redacted] with that account number. I have been on hold with this company at least 1 hour everytime I have called them, I have spoke to people in [redacted] and once in the USDesired Settlement: be let out of the contract without any fees..if they have already charged my bank account a full refund

Business

Response:

March 18, 2013

Review: I had seen the commercials about Hughes Net Gen4 (satellite internet) with speeds up to 15 Mbps. They offered 3 plans of 10/1 10/2 and 15/2 (download/upload) and a data cap. I thought it was a good deal so I had a system installed on 3/12/13 through a third party. I went with the 10/1 plan. The speeds at first were fair but not as stated. I did anywhere from a couple to as many as 20+ speed tests a day to check the speeds. In the first couple of days the speeds were in the upper 7 Mbps range. (7000 to 7999 Mbps) After the first week I noticed the speeds were starting to fluctuate badly anywhere from 7999 to 889 Mbps. I then made a support request by email to Hughes' tech support center. The next day I get a call from the tech support center in [redacted]. I not only had a difficult time understanding the person but also he had a hard time understanding what my problem was. He went through the standard scripted questions and answers of resetting the modem. He then told me to wait 24 hours to see if the speeds had been fixed or not. Well, they got worse instead of getting better. So I did another support request by email and basically the same scenario as the first time played out again. This time just before they called I just happened to do a couple of speed tests and I got the 10 Mbps speeds that I was paying for, so I thought they had fixed the problem. Those speeds lasted about 30 minutes then it was back to below 8 Mbps. This went back and forth for a couple of weeks before they sent me to their advanced tech support. Then just before advanced tech support called I did speed tests and again they showed in the 10 Mbps range. I was happy thinking they had fixed the problem again until advanced tech support called. At the time he called the speeds were like in the 5 Mbps range and he told me he was going to run some diagnostics on the modem. After he completed those he told me the modem showed errors that he couldn't fix by remote. He told me he was going to set up a onsite tech visit and it would be 3-5 days because of the weekend. Well 10 days later the tech showed up. He was at my house for 3 hours. While he was here he changed out every piece of equipment. (modem, power pack, LAN cord, and the radio) After he was done the speeds were no better than the ones I was getting. I was told that the best I could expect were speeds between 6 and 7 Mbps. By this time I was getting a little upset because over a 30 day period I ran 360 some odd speed tests and I had only seen 7 above 10 Mbps and ALL the rest were under the 8 Mbps range. ( I never saw a speed in the 8 or 9 Mbps range at all) Then I get a call from Hughes' corporate office asking if it was ok to send the tech back out to do some more tests. I told them yes it was ok. The next day he came back out to run speed tests. He told me that he was told to "take a computer to make sure we get the speeds we want" (I have a brand new Dell..less than a month old) Well after he ran 15 tests on his computer and 10 on mine he took the average, he came up with 5.2 Mbps. That's 50% of the 10 Mbps that I was paying for. At this point I was told there wasn't much more they could do about the speeds. I told them then I wanted to cancel if there wasn't anything they could do to fix the speeds. I don't want to pay full price and only get 50% of the product. During the time all this was going on I found their Hughes Net Community forum to see what other people were saying. Much to my dismay there were a lot of people who were having the same speed problems. They were told that it must be something on their end NOT Hughes' end. Well if that's the case...1) why so many people with the same problem? 2) why did I still have the problem after the tech swapped every piece of equipment? 3) what's the chances we all have bad equipment? I just don't think Hughes can or will produce speeds in the 10 Mbps level and be constant. I think they lie about their speeds and then try to blame it on the customer's side of the equipment or their computer. If this many customers are having speed problems and it isn't on Hughes' side then they must have bad equipment that they are supplying the customer. Even though they advertise speeds "up to" 10 Mbps if customers can't get above 8 Mbps then its not right. I'm NOT a happy camper paying full price and getting less than 80% of the service. ( 52% if you go by the speed tests taken by the onsite tech)

Now to back up my accusation that they won't produce the speeds they advertise, its not that they can't but they won't. After I canceled with Hughes I switched to Exede satellite internet. I got on their 12 Mbps plan. (which is the only one they offer) As soon as I was up and running I did speeds tests and I got an average of 17.78 Mbps! Exede doesn't try to cap their speeds, they put caps on

the amount of data you download. ( Hughes does the same thing on data amounts) If Exede can produce speeds in excess of 17 Mbps then why do some many people on Hughes Net complain of SLOW SPEEDS?

Also when they started service they added a $11.95 a month charge that I didn't know about. I was told it was automatic to add the express service agreement until the customer canceled it. I don't think this is right either!

I was told when I called to cancel they weren't able to generate a RMA # to send the equipment back. They guy from billing and payments told me if I didn't want to wait 15 days to get the return boxes I could send them back at my own expense but they would reimburse me for the postage. He gave me the return address and fax number for the receipt. So I will be sending their equipment back on 4/22Desired Settlement: I would like a TOTAL refund of ALL monies paid to Hughes. Since I have already canceled I'm due a refund but I'm not sure as to how long I'll have to wait or the amount they will try and send. I have read so many horror stories on their forum talking about the nightmares people had trying to get a refund. If I can get ALL the money back that I paid then I'll be happy. ( $451.75 install, equipment cost, and 1 month service + $28 for second month service so a total of $479.75 paid so far + any postage expenses I pay to send their equipment back)

Business

Response:

May 2, 2013

Review: Hughes keep using an authorized banking account from a friend of mine that was used one time and refuse to remove even though bank contacted.

I used friends bank account for one time debit to make payment. Hughes refuses to remove this account and keeps removing $$ from her account which Hughes have been contacted several times and still refuse to remove..... unauthorized bank account and has been reported to the bank. However, it keeps costing my friend, [redacted], $$ because of this. This needs to STOP immediately.Desired Settlement: Pay [redacted] for $50 bank fees for this as she has been charged by her bank ($25 at a time) for them to remove and her to try and stop payment of this). Hughes STILL REFUSES to remove her account. See correspondence.

Business

Response:

May 17, 2013

Review: I have 2 complaints to state. One is that I have never received anything about the billing that would be done on this account. The only paperwork I got was the the papers received when the tech hooked up the service. Which really has no information. I have called them 2 times about the service not working properly. I had other services prior to this and it worked great. They state that the problem is not their fault but to contact my computer company and have them check it out. They never said that when I get the service protection plan that there is also a charge for them to come out on top of the monthly fee I pay. (which this fee is 25.00) I am not sure why I am paying an additional amount when I pay monthly... This was never told to me from the beginning. I have tried many times to chat with customer service and can never get anyone to stay on with me they leave the chat as they say I am not communicating with them and leave. I do text chat and they can not get the messages... I was to get the plan for 39.00 a month for the first 3 months and now it is over 60.00 a month in fees and extras.... I have only had them for a little over 2 months and am VERY VERY unhappy with the services. I had to call again today and needed help as nothing was working right and they had me doing things on the computer and I am not a tech or computer person so I had no idea what was going on.. ( I thought this was why I was paying all this money so someone can come out and help with the issues) The call ended with call you computer company I got it from and have them figure it out cause its not or problem.... I find out again that I am stuck in this contract for 2 years or pay a huge amount of money.... They gladly took out the money for the services from my account but never received a bill or statement or anything.... I have contacted them several times but do not remember all the dates..Desired Settlement: I would like to be able to cancel my services and not be responsible for the early termination fee of over 300.00 and send back their equipment. I have already paid for two months of service that has not worked. I will not ask for a refund for the time that I did have the service and it did not work right and nothing on the internet would come up. I do however ask to have the services stopped and not be responsible for the early termination fee.

Business

Response:

May 15, 2013

Review: On May 28, I have cancelled my services of HushgesNet. I was told by the reprehensive that they could not cancel immediately but the service would be cut-off by June 18 because I had already paid for service for the entire month period May 18 - June 18, afterwards I would not be billed further. After agreeing to the cancelation of service, the representative tried to have me upgrade to Gen4 internet service. I refused. The representatives mention to me that I was still in my contract period and I could not cancel before the ending of the contract. I mention to the representation that I was a part of the class action suit that gave me the right to cancel without addition fees and services. He listened to my knowledge of the class action suit, then proceeded to upgrade my service without achledging my knowledge of the class action suit. I continued to tell him that I did not want to service any longer. On June 20, I received an alert from my bank ([redacted]) that Hughes Net had debited by account for $91.32 and a service fee of 27.50. I only put enough money in that account to pay outstanding bills for the month and Hughes Net was not one of them. I called Hughes Net to complain, the representative stated my account was reactivated and I am to have an upgrade to Gen4. I told the representative that I did not agree to an upgrade and I wanted my refunds. She said that there would be a cancelation fee of 100.00 before see would proceed. I asked for what? She said, for the service we are providing.Desired Settlement: I want a refund of my 91.32 and my bank fee 27.50

Business

Response:

June 20, 2013

Review: Hughesnet has not provided reliable email service since they have migrated to a new email client. Our business cannot sent emails from any of our company computers Microsoft Outlook pop 3 email accounts. I have made numerous phone calls to Hughesnet technical support, and not a single person including the supervisors admit to having an issue. They referred us to their residential support partner [redacted]. We called [redacted] and they said that they couldn't keep up with the phone calls from people complaining that they can't send emails. I think Hughesnet knows that they have a issue but refuses to admit it. This problem is impacting our business because we cannot sent emails from any of our employee's computers. Hughesnet technical support is sub-standard and is based in foreign country's by techs that can barely speak English. None of which are skilled at troubleshooting computer IT issues. We pay for reliable satellite internet and email accounts in which Hughesnet service is sub-standard.Desired Settlement: We would like Hughesnet to repair the pop 3 email service and refund us the 2 months which has been the duration of sub-standard email service.

Business

Response:

October 10,

2013

Review: ! I have had hughes net for only a month a 1/2 and can not get online at all and sometimes have to wake up at 2am just to send emails!.. when talking with tech support they did some token thing and it worked ok for a few days only!, but THEN I LOOK on my bill and get charged for it! $5.00! This is outragous! I was suposto get a 39.00 credit for the modem I had to purchase etc etc... Your rep lied right to my face stating I would get that credit because I was misled and was told when I signed up my wireless modem would work. It did not and I was forced to purchase equipment that was suposto be free on install. I can not understand the reps and they tell me things and flat out lie on the phone. !That credit , ITS STILL not on my bill.. I have bad service and dont want hughes net!! I Have tried everything to resolve this and keep getting beat around a bush!. I NEVER SIGNED ANY THING I have never in my life had any service like this.. Its bad and the customer reps have flat out LIED TO Me about everything! Ie my credits for bad service and having to buy equipment from the person who came to instal hughesnet in Sept , my router , and how fast things will run! I dont even play big games or any thing..just simple emails, facebook etc..... ON a few dates I have been hung up on and told I was being transfered . I DO NOT have time for this! Here are a few case numbers.. I have more but am at work and can not spend my work time dealing with Huges net on a daily basis!

SSN [redacted]Desired Settlement: I want my money back for the first month and for the equipment I was forced to buy and I want them to come get the dish off my roof!

Business

Response:

October

16, 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 it is our understanding

that **. [redacted] has some concerns regarding his service.

At the time **.

[redacted] ordered the 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. “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.”

While Hughes

makes every effort to disclose our benefits and limitations, Hughes

understands **. [redacted]’s frustration and concern. We value **. [redacted] as a customer. Accordingly, we are in

the process of reviewing **. [redacted]’s service to uncover any underlying issues

that may be present.

Any

de-installation fees will be billable to the customer. We left a message notifying

**. [redacted] of our decision on 10/16/2013.

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: More lies! They did not tell me there was no min speed and no peak time. Once again Pure lies. They did not contact me nor did my speeds or service get any better... actually got worse! And I did not AGREE to pay to get diss installed! I can not believe they are getting away with robbing american people like this! And looking at all the complaints I am not alone!

Regards,

Business

Response:

October

25, 2013

**. [redacted]

Trade

Practice Consultant

RevDex.com

1411

K Street Northwest, 10th Floor

Washington

DC 20005-3404

Re: [redacted]

File

# [redacted]

Dear

**. [redacted]:

In response

to your letter to the executive customer care division it is our understanding

that **. [redacted] has some additional concerns regarding her service.

Per our

previous response; Hughes has left a message with **. [redacted] regarding her complaint.

We would need to speak directly to her in order to bring closure to her

complaint. We attempted to notify her of our actions again on 10/25/2013 and we

are still awaiting a return call.

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]

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: I still have not gotten a call and when I try to call them they connect me with people that I can not understand and or have a high accent from another country. I am very saddend they would not let me out of a so called contract I did not know about nor would of agreed to ! I have not had good service or any service MOST of the time and Did not want hughes net the first month I had it because of POOR service and customer support. I have been hung up and switched to another rep and also lied to again. I REFUSE to let this go. I am sure there are 1000s of people getting the same treatment and I wont be treated this way!

Regards,

Business

Response:

November 1, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the executive customer care division it is our

understanding that **. [redacted] has some additional concerns regarding her

service.

Per our previous response; Hughes has left a message with **. [redacted] regarding

her complaint. We would need to speak directly to her in order to bring closure

to her complaint. We attempted to notify her of our actions again on 11/01/2013

and awaiting a return call.

As previously stated; we will be unable to waive the

early termination fee. **. [redacted] needs to take adequate speed test to determine

the parameters that her service is operating. However, there is a past due

balance on the account of $162.09 that needs to be paid to unlock 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. 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:I should not have to pay the early termination fee let alone past balance for a service NOT able to be used! You can not check my speeds because there is none! I did call back several times and understand we are now playing phone tag. But It is a very easy fix. WE HAD NO SERVICE OR VERY SCRATCHY POOR service at times and MOST OF THE TIME. Why would we want to keep this service. Even if in our area that might be a problem but you can look on your maps and understand that its hard to fake we DONT have service when we didnt even know our account was locked because we cant get online any way. I wanted this service out of my house the first two weeks we had it because it it not good.. and like I stated in MANY 15 to 30 case number calls they can run tests all they want but that does not help we had no or poor service. and to be hung up on and passed around to try to get rid of me on the phone is very unproffesional. All I want is out of this entire mess and a self adressed box to ship this modem back so I wont get charged for it (

Regards,

Business

Response:

Hello, We have numerous rebuttal’s on file for her. At this point, she would need to pay the remaining balance on the account and return the equipment. Hughes has waived the ETF.

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.

Review: Hughes net billed my credit card for $341.46 for an "early termination fee". A calmed was filed with my credit card and a refund was given due to the fact that Hughes net failed to provide documents to the credit card. Hughes net has mailed me a request for payment of $341.46 (account # [redacted]).

When I called to cancel my service due to finically problem I was told that no early cancelation fee would be charged, and when I started the service I stated I did not want any long term contract, which I was told was not a problem.

All equipment belonging to Hughes net has been returned as requested.Desired Settlement: I am not paying for a service which I did not agree too.

Business

Response:

April 24, 2014 In [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 support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his Hughes service and is seeking a credit to the account representing the early termination fee. Our executive customer support reviewed all pertinent database records. **. [redacted] disputed the early termination fee of $355.00 with his financial institution. When a credit card company rules in favor of the customer, it does not resolve the account status with Hughes. **. [redacted] received the $341.46 refund from his financial institution. However, the customer must work with Hughes to resolve the overriding issue for the disputed charge which bounced back to the account in the amount of $341.46. 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. In light of **. [redacted]’s issues he experienced with our service; Hughes has waived the early termination fee of $341.46, bringing the amount due to $0.00. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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 with a confirmation mailed to me from hugesnet stating that the balance has been adjusted to $0.

Regards,

Review: Canceled service and requested final bill after returned equipment and no bill was sent. Automated telephone messages harassing us were sent relentlessly but when we called to talk to a live person they said they would not send a paper bill nor take payment over the phone. They sent us email to pay online but account was not found (because it was canceled when equipment was returned and received so we couldn't complete payment. They NEVER sent a paper bill - NEVER! Yet they go through the trouble of sending account to collection company who did sent a paper bill and up the charges past the $111 we actually owe.Desired Settlement: We want Hughes Net themselves to send the final bill without the markup which is $111 and some change and repair this issue and settle account the right way.

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 contacted **. [redacted]’ wife who spoke on his behalf 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 service was activated on November 5, 2012. On January 3, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $220.00. Regarding **. [redacted]’ concern that his final bill should’ve been in the neighborhood of $111.00, it actually was inclusive of part of the early termination fee. Please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. However, in recognition of **. [redacted]’ circumstances, Hughes agreed to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $110.00 to his account representing half of the early termination fee. At this point, the account is canceled the final bill in the amount of $146.12 has been satisfied. 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]

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,

Review: I started with this company in July of 2013. On 7/1 I had a debit in my bank account for 1.33 from HNS Hughesnet com [redacted]. This was to open my account. I was told that the introductory price would be $39.95 a month for service. On 7/30 they withdrew 70.90 from my account. On 8/30 they withdrew 70.90. On 9/30 they withdrew 90.90. On 11/4 they withdrew 90.90. The service was very unpredictable, so I did not pay in Dec. and they sent me a box with instructions for returning the equipment. I followed the instructions to letter and sent equipment back with the prepaid label in the box. On 1/13 they debited my account 70.32. On 2/3 they debited my account 132.40. Thus began several calls trying to straighten this out. I was talking to people in the Phillipines, per conversations. They told me to get a tracking number and have the package traced. I called both the place I dropped the box off to as well as [redacted] an USPS, because I wasn't even sure who it was sent by. I was told by all that the company that sent the prepaid label was the only one who would have access to the tracking number. In the mean time on 3/3 they debited another 90.90. Upon that phone call they refunded 92.91 and said that they had received part of the equipment and was why I was charged 123.40. They could not have received partial equipment because I checked off each piece listed. I settled for the 92.91 refund, but was not happy. I mistakenly thought this was the end of the matter. On 5/5 another debit was taken from my account for 318.00. I called and was very furious with this and demanded a refund of this money. I am retired and on a fixed income. I talked with representatives who would only repeat that they had not received equipment. There is no explanation or excuse for this treatment. I am very unhappy and frustrated with this whole experience and need some resolution or recourse.Desired Settlement: DesiredSettlementID: Refund

I would like to get my $318.00 back and be completely finished with this company. I threatened to go to every social media I could and tell my story. But would really just rather get this last $318 back and be done. Thank you for any help you can give me.

Business

Response:

June 2, 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 the return of her equipment. Our Executive Customer Support reviewed all pertinent database records prior to establishing contact with **. [redacted]. Due to leasing the equipment it is required that the customer return the equipment to avoid being charged an unreturned equipment fee. After further review, Hughes will issue a refund of the unreturned equipment fee of $318.00 to the credit card on file. We have manually received the equipment and the refund should post to the credit card in (5) to (7) business days. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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,

Review: Hughes Net does not explain to people about a usage limit when that person agrees to a contract.

Every month I am met with my service being limited. This usage limit was never explained to me. Also, I told Hughes Net that I would not be able to pay for service until the 3rd of each month because my Social Security check didn't go into my bank account til then. They went ahead and did installation on April 2, 2014 and told me having the payment come out on the 3rd would be fine. When I called on June 2, 2014 I was told I was misinformed and that my payment is actually do on the 2nd. I could file a extension date for payment, but since the money was to be put into my bank acct on June 3rd there shouldn't be no interruption in service. They interrupted my service June 5, 2014 and now the email they sent me says they can't get payment due to a system upgrade. Nothing has changed with my bank acct info, I don't understand this and they have limited my service unless after three days I have limited service because I have reached my usage limit. I talked with [redacted] on June 2nd fromt he [redacted] TX office and when I asked the lady who told me I was misinformed about the payment due date that I wondered if what she was telling me was information she gave this confirmation # [redacted]. I live month to month on disability and if I break the contract they can go to my bank account and take money out of my acct. I am so afraid they are going to cause me to have overdrafts charges it isn't funny. I want out of my contract, but I can't have them messing with my monthly income. They also do not tell you of a usage limit. I learned of this when I read the contract they sent me after I agreed to the contract by telephone. Every month it is a hassle, I use most of my phone mins ( my phone is Assurance wireless who give low income families free monthly phone service) trying to correct some issue almost monthly.

March 21

Thanks again for choosing HughesNet. If you have questions regarding your order or installation, please call [redacted]. [redacted]

[redacted] took place on April 2nd 2014

March 22

Dear [redacted],

Your request for an order upgrade has been accepted.

Order Summary

Order Number: [redacted] Site Account Number (SAN): [redacted]

Pin #: [redacted] Site Address: [redacted]



Track Your Order Status

in real-time now:

View Order Status

Date of order: 03/22/2014

Charge at the time of order: $0.00

Amount charged to your credit card at time of saleDesired Settlement: I want out of my contract with no monetary punishment for doing so from Hughes net.

Business

Response:

July 1, 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 Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service. Our Executive Customer Care representative reviewed all pertinent database records. Relative to **. [redacted]’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. “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.” We have reviewed the sales call and after review we did read the terms and conditions of our service specifically related to our Fair Access Policy, Early termination and the $40.00 hold. We also advised **. [redacted] that she would be charged every 3rd of the month. As a result, we have changed the due date to every 3rd of the month. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the **. [redacted] frustrations. Hughes value **. [redacted] as a customer. We have added free tokens to **. [redacted]’s account to use a future date. In addition, we also added a one month service credit to her account of $63.43. Unfortunately, we will be unable to waive the early termination fee. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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. I want to work with this business and I am hoping that I do not have any further issues with my Hughesnet service.

Regards,

Review: First off I don't even know how to begin to describe how disappointed I have been with the Hughes Net internet service. I was very new and skeptical with the satellite TV/internet, that I called Hughes Net representative to discuss their service. After being conned into the service I signed up and my internet was installed. The first few days, the internet was decent would lag quite a bit but thought maybe it was the weather. After the first month or so nothing improved and quite honestly the internet became even worse. We called the Hughes Net 1-800 number and the representative said that he would complimentary bump our internet package up with no additional charge and our internet should run smoothly. After giving it a few days, nothing changed with the internet and our "complimentary" internet was billed to us. We called Hughes Net multiple times to try to resolve the issue and the issue was never resolved. The issue was so bad we had to run a line from the neighbors house to our wireless router so I was able to complete school work on time. So here I was paying money for months for a service that I really wasn't even receiving. I had had it with the customer service and excuses as to why the internet wasn't working. When we called to cancel the service we were told that we would be billed for their equipment if it wasn't returned. The equipment was returned and now I am being billed $385 dollars for a fee. Quite honestly I feel that Hughes Net got more than enough money from me.

Product_Or_Service: Hughes Network Systems - Internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like this $385 fee to be waived.

Business

Response:

July 11, 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 HughesNet service and is seeking to cancel without penalty. 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. In light of the difficulties **. [redacted] encountered with our service; Hughes has waived the early termination fee bringing the amount due to $0.00. While Ms. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. **. [redacted] 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

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,

Review: I never received credited amount due to me. I recently changed banks before realizing the missing funds. now I'm told that I cannot get the money back

I ordered hughes net but changed my mind and canceled my order. I was told my account would be accredited back the money in 7 days. I waited 12 days and without thinking changed bank accounts. After I realized I never received the funds promised I called hughes net and was told that the money can only go into that account so I cannot get my money back. They refused to send me a check or credit it to another card. All I wanted was the $60 they took from me.Desired Settlement: All I want is my $60 they took from my account and wont refund back to me.

Business

Response:

August 7, 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 an order canceled for Hughesnet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s order was created on July 8, 2014 and canceled before the service was installed. Due to the account being cancelled before install, there was no contractual agreement and the early termination fee of $400 doesn’t apply. [redacted]’s account was credited the disputed amount of $49.98 and that amount was refunded to the card on file on July 25, 2014. Our advanced billing department was able to confirm that the refund was received by [redacted]’s financial institution. Per the notes on her account, [redacted] states that she didn’t receive the refund because she changed bank accounts prior to posting the refund. Please be advised that we do have a confirmation transaction with reference numbers that the refund was successfully received by the bank. [redacted] will need to consult with her financial institution on the whereabouts of the refund in the amount of $49.98 that was issued to her card. There was no amount of $60.00 billed by Hughes as referenced 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 the complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

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,

Review: On May 23, 2014 I answered a mail flier from Hughes Net for internet and phone service. On that day I ordered service to be installed and Hughes Net debited my [redacted] card for the requested fees, $144.93. On May 30 at 12:00 noon the installer came, his name was LaGrande (I do not have his last name, he said he was from Idaho, I believe). He installed a dish and related equipment for internet and phone service, none of which worked at the time of install. When I asked him to make it work he said all he does is install not technical, it was up to me and Hughes Net to figure out how to make it all work. I tried to get the phone and internet to work until 2 am that next morning-to no avail. At approximately 6am I called the only # I had for Hughes Net and explained the problem and asked to cancel the service effective immediately. The representative said fine and said I would get a complete refund of all fees provided I returned 3 components to them in the return box they would send right out. Keep in mind this was May 31, Saturday. I received the return box and label on June 24, I shipped the 3 components ups, in their box with their return label on June 25. Hughes Net confirmed they received the 3 components and my refund will be forthcoming. I have called them several times and have only received a refund of $81.30 to date. They say the advanced billing dept. will not release the remainder of my initial payment because one of the components did not arrive back in time. I could not return them until I rec'd the return box and label as per their instructions and then shipped it the following day, how could only one component arrive late when they were all shipped in the same box?? When I stated the company was stealing from me by not returning my money when I was promised repeatedly from several of their representatives that they would make a full refund, the man (Edgar) said he would speak to his super. This person, according to Edgar, approved the refund of $81.30 (the amount advanced billing dept. approved), and also was going to override the other dept. and refund the remainder immediately. I rec's the $81.30 credit to my card on 8-13, I have not as yet rec'd the balance. I have called twice to have this refunded as they promised, and have met with an attitude that they do not know anything and will not return the balance of my payment. I have called them (###-###-####) on 5/31/2014, 8/12/2014, 8/18/2014 and 8/22/2014 and still no result.Desired Settlement: I would appreciate any assistance with this matter you can provide. I do maintain that Hughes Net has lied to me in promising a full refund of payment upon my cancelling within 24 hours of the installation. Also, they were negligent in getting the return label and box out in a timely fashion--was this on purpose to effect an excuse to not refund monies?? At any rate this is not my problem as a customer, I complied with their instructions completely. If their internal system cannot process cases in a timely fashion that is for them to resolve internally-not take unfair advantage of their customers. Thank You.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Fri, Aug 29, 2014 at 10:34 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Review: I had cancelled our service back in August. They have charged my account 3 times. Two times they have reimbersed our money back into our account. October and in December. Now they just charged me $212.00 and a $30.00 overdraft fee. They will not reimberse our money. For something we don't even have anymore. I had sent there equipment back to them. They keep charging my account. I just want my money back so I can feed my children. I live on a fixed income. I can't handle this to keep on happening.Desired Settlement: Them just to leave me alone. And quit getting charged for something we no longer have.

Business

Response:

March 18, 2013

Review: WE ARE A CUSTOMER OF HUGHES AND CANT GET ANY HELP WE PAY FOR INTERNET BUT HAVE NO INTERNET MOST OF THE TIME . WHEN YOU CALL THEM THERE ARE NO AMERCIANS THAT ANSWER THE PHONE ITS PEOPLE YOU CANT UNDERSTAND AND HARDLY SPEAK ENGLISH. WE LIVE IN A RURAL AREA I HAVE CALLED THEM SO MANY TIME AND AGAIN NO HELP. SO WE HAVE A BIGGER PACKAGE WITH THEM AND STILL HAVE THE SAME PROBLEMS. THEN THEY TELL ME THE BASIC PKG IS NO LONGER AVAIBLE. IF YOU PAY 57 MONTH YOU SHOULD BE ABLE TO GET INTERNT ALL THE TIME . WHAT THERE DOING IS WRONG I HAVE SEEN THOUSANDS OF POSTINGS ABOUT HUGHES NET THERE IS NOT 1 HAPPY CUSTOMER.. PLEASE HELP THANKS SO MUCH [redacted]

Business

Response:

March 18, 2013