Hughes Network Systems

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 has sent me a bill for which I have never had there services. My son signed up for them and he was 21 years of age at the time of signing my name has never been given them and I believe that this is illegal or at the very least should be illegal. I am hoping that by filling with you I can save others from this problem I am having.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

Just to warn people so that hope fully they know that this can happen to them.

Business

Response:

February 26, 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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has more concerns regarding her son’s service.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language regarding the need to provide a credit card. “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”

**. [redacted]’s son used her credit card to set up service on his account and Hughes’ representatives don’t have the ability to verify the information of the card holder if the person calling has all of the correct information. Per the subscriber agreement, the credit card holder must dispute charges within 15 days of that disputed appearing on the credit card or bank statement. At this point, the account is set up under invoice billing and any disputes must be handled through the financial institution.

We sincerely regret any inconvenience that **. [redacted] may have experienced and again we would be glad to write a letter to his bank asking to waive any charges but we cannot refund his account as requested. 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: 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: hughesnet keeps taking money out of my bank account for services I do not use. I have repeatedly called and told them not to do it but to no avail. I have not used their services since 05/27/20013 yet they keep taking my money. they were suppose to send me a box to send their equipment back to them which they have not done so far. their service was terriable and I have noticed there has been at least one class action lawsuit against them for problems like mine.

any help you can give me on this matter will be greatly appriciated, Thank YouDesired Settlement: stop taking my money for services I dont use and give me my money back.

Business

Response:

December 9, 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 have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on July 30, 2012. On May 30, 2013, [redacted] agreed to have his account placed on a seasonal suspension for six months while

he decided if he wanted to cancel service or not and it was indicated during the reading of terms and conditions that service will automatically resume after the six months expired. The service was resumed as of November 30, 2013. The account was billed from June 30, 2013 thru November 30, 2013 in the amount of $335.91 which included an early termination fee in the amount of $184.05. The

remaining $151.86 covered the monthly modem rental and express repair charges which are still billable during seasonal suspension. Per Hughes’ subscriber agreement 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 cancellation policy. We have issued a credit in the amount of $151.86 for the charges made to the account during the suspension period excluding the early termination fee and we have refunded that amount to the card on file.

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: 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: I signed a 2 year contract for Internet service with them and I called in the 1st 2 days because the service would not do what I was told it would do such as gaming, facebook, and upload pictures to drop box for my husbands job which was the purpose of getting the service and they said they would resolve it by giving me "tokens" whatever that is. So by the end of the 1st week which I have had the service since March o 2013 I was trying to cancel the contract and I have called every month since the service was installed trying to get this resolved or cancelled so finally today I finally got them to understand I want the service cancelled so I would not be paying 60-70 dollars a month for service I can't use and they informed me they would charge me a $355 early termination fee... Well I would not have a problem paying that if it were my fault the contract was being cancelled but its not me it is the service that is not standing up to its promises and obligations... This company is an absolute rip off and I have not been able to speak to anyone who will try to help me at this company... I am not the only person with this issue there are complaints all over the Internet about this company and their horrible service and even worse the horrible customer service so if someone could please help me and other do something about this company I would greatly appreciate it.Desired Settlement: Waive the early termination fee of $352.00

Business

Response:

August 22, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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]’ service was activated on March 22, 2013. On August 13, 2013, **. [redacted]’ account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $352.05.

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]’ 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 $202.05 in addition to the credit of $150.00 our billing support placed on her account offsetting the early termination fee. We notified **. [redacted] of our decision on August 22, 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, [redacted]

Review: Hughesnet has supplied us with tools to check our usage in a day. (we get free download from 2-7 in the a.m.)when we check our usage in the morning when getting on computer it is always 100%. Lately it is showing 82%,74%, etc. I have called on numerous occasions to try and find out why this is happening. Unfortunately, you cannot understand what the customer care rep is saying nor the tech and tech supervisor. I have asked to talk to someone who can speak fluent english but can't ever get anyone.Desired Settlement: to get the reset of our usage back to 100% so we will have all our usage available during the day. Our other concern is, if I am getting frustrated about not being able to communicate with them, then I am sure their are others. All we ask for is someone who can talk english that can be understood. ThankYou

Business

Response:

April 2, 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 signed a contract with this company for satellite service on 12/15/ 2012 and since this day I always paid this bill by electronic tranfer from my bank account to them. My new bill for July shows a charge of $5.00 for a hard copy bill for a service that I never ask them to provide me. I called customers service on Friday, 21 June to ask them to correct this new charge on my bill and the lady at customer services in the [redacted] (###-###-####) told me that the only way for them to clear this new charge is by let them to have access to automatic draw from my bank account. I told her that how this situation should be possible when I never ask for this service and now her company try to have access to my back account . I explain to her since I signed with them for service on 12/15/2012 I paided by electronic transfer from my account and never with delay payment. I think this company try to use a wrong tactical way to get access to customers bank account without any reason and without the approving of the customer. My Hghest's account is; [redacted]. Please advice me and help me to get this situation correct.Desired Settlement: To fix all my new bills with the correct charge service.

Business

Response:

July 3, 2013

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 have had nothing but issues since I signed up with this company. I was guaranteed product information that was inaccurate. This revolved around me supposed to be getting 30gigs a month when in reality I was only getting 15gigs. The supervisor state that this was correct. I was offered 25$ off and 3 gigs for the remaining month and was assured that my issues were resolved. I woke up today and saw a download in which was high, and they stated that it was because of my router. The closest person to me is 20 miles away and there is no feasible way that when my computer is shut off almost 1gig of download would be present. I have also ran a test and provided the company with the fact that I am losing 10-12% of packets in downloading. When I asked if I could receive a diagnostic on there end they stated that they do not have a tool to do that. Based on the fact that my problem is still not resolved, the agreement last night is null.Desired Settlement: I want my service ended at the end of the month March 31st. At that point I want the early termination fee or 400$ waived. After that I will be satisfied and never return to this company.

Business

Response:

April 2, 2013

Review: this is the fifth time I called this company after the general manager had called and stated that there will be no more issues. they have sent me several bills and was taking money from my bank account. they keep saying that the account is still opened and has not been closed. now they are saying that they have escalated the account, and they have mentioned that before. they gave me a reference of [redacted] and I spoke to an account specialist named [redacted]. I am tired of having this bill sent to my address stating that the account is still opened and we owe them a bill.Desired Settlement: DesiredSettlementID: Other (requires explanation)

have them stop send out a bill to me and close the account completely

Business

Response:

May 20, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on July 6, 2013. On February 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 $300.00. We have confirmed with **. [redacted] that his account has been closed successfully and the balance on the account is $0.00. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $300.00 to his account representing the early termination fee. 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: I needed cable and internet services for my house and I called [redacted] and asked them if they have internet services too and they said they work with Hughes network and I told them I'll take that package they told me the internet is the fastest with 50 speed and I said I'll take that Hughes came "they told me if I don't like the internet services I can cancel within 30 days free of no charge" so they came and installed there services and the next day I called them and told them that my internet speed took 5 minutes to load and I'm not able to even use my phone and they told me that's how there speed is going to be so I talked to the guy and told him to please cancel all my services because I would rather go to comcast I don't want this. So he told me ok there wouldn't be no charge he even send me a email that said there wouldn't be any charge and I told him to come get his equipment since I have no use for that and he said there gonna send me a box.after a few days they charged me 50$ I called my bank and they investigated and got my money back because I didn't get any services after six months I checked my account and Hughes network took $322.86 from my account I don't understand how they did that . And how they took the money out of my bank without my permission can u please help me out to get my money back I have already called my bank that why I didn't get any boxes so I can send them there equipment back and now they took so much money from my bank, I'm the only one working in the family my husband is disabled and I have two miniors and my mother to take care of I can't afford someone to take that much from my account I have to pay my bills and I need my money back can u please help me with this issue I would really appreciate that thanksDesired Settlement: Can you please tell them not to do this to anybody because they don't know that$322.86 is a lot of money and it is going to hurt the whole family.

Business

Response:

August 12, 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 April 26, 2014 and requested to cancel her service on April 27, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account was charged for unreturned equipment in the amount of $322.86. At this point we have received the equipment and [redacted]’s account has be credited the disputed amount of $322.86 and that amount has been refunded to the card on file. We informed [redacted] of our decision on August 12, 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: They signed me up for automatic billing without consent.

When paying my bill online on November 4th, I checked my bank account to make sure it came out and when checking the account I saw that there were 2 charges on my account. One for the amount of $133.00 that we had entered in manually to pay and another amount for $133.25 that we DID NOT authorize. Upon contacting Hughesnet they said that in paying my bill online that it automatically signed me up for automatic billing. No where on the page and I did not click a box authorizing automatic billing. They refuse to put the money the money back into my bank account.Desired Settlement: 133.25

Business

Response:

December 9, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] had some concerns regarding her HughesNet service.

Hughes will be contact **. [redacted] to reach an amicable resolution regarding her complaint.

If **. [redacted] has any additional questions; she may contact me at the number below.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to

contact me. Thank you very much for your consideration.

Very truly yours

Review: I was charged an early termination fee of $400.00.

I made attempts to cancel the service by the contract date but was left on hold for over half an hour and was not able to complete the cancellation until after the contract date.

They convienently show no record of my attempts prior to the contract date and thus charged me $400.00 because I cancelled on the "new contract date" as opposed to before it.

Also, this "contract date" was a moving target between on or before the actual date....Desired Settlement: I would like my $400.00 refunded as I made attempts to cancel the service but essentially was denied through their phone hold system.

Business

Response:

March 28, 2013

Review: I ordered HughesNet services on Sept 30, 2013 with a promise of 15Mb internet speeds. I had to give them a debit card # to activate service, and the first month's service for $51.84 was drafted from my account. On Oct. 5, the technician installed the satellite and modem and for 2 days we were never able to get more than 3Mb (1 was typical). On Oct. 6 I called to cancel the service citing that the product was not what was promised. After 20 minutes on hold, I was connected to a customer support person who then transferred me to someone else. Twenty more minutes later, a billing representative was connected and I was told that my account was closed and I would receive a box to return the equipment. After 2 weeks with no sign of the box, I called again and was assured that my account was closed but that they would send the box at the end of the month I had paid for. I called an additional time just to verify that this was the case. On November 5, another charge of $61.84 was removed from my account. Since they process their payments as one time payments, I cannot block the charges through my bank. After an additional 30 minutes on the phone just now, I was told that while I cancelled my service, my account was not closed. Now that I have given them my card number, they can continue to charge my card and I have no recourse. THIS IS CRIMINAL!Desired Settlement: I want a refund of my money, to receive the box to return their equipment and for them to make NO FURTHER CHARGES TO MY ACCOUNT. I wish to no longer do business with this dishonest company and want this issue closed.

Business

Response:

December 5, 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, we contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a refund to his account.

Our executive customer support reviewed all pertinent database records prior to contacting **. [redacted].

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.

“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.”

After further review, we show that **. [redacted] attempted to cancel the account within his 30 day trial period; therefore we have issued a refund of the early termination fee to the credit card on file in the amount of $361.98.

Our records also reflect that a box was shipped to **. [redacted]’s site as well. The equipment needs to return within 45 days to avoid being charged an unreturned equipment fee.

We attempted to notify **. [redacted] of our actions on 12/5/2013.

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. 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 had Hughes Net for my internet service since 2011. I have had trouble with this service since August of last year. I keep getting an error sign that say can not connect due to being timed out. They have supposedly "fixed" this problem Three times. I have had to pay for "repairs" twice and the service is still not doing what it is suppose to do. My service is only suppose to be 39.99 plus a repair inssurrance. , but every month I get a statement for 52.62, witch is 7.00 dollars more a month than what I am suppose to pay. I have contacted them so many times I cannot give you a correct amount, but the estiment is probably 40 times, and I still have problems. Is there anyway you can help me with this problem? I feel that if they would just replace all the equipment that I have ( sattilite and modem) to a newer or better model that I will not have this problem anymore. I have asked repeatedly for them to replace my modem but they keep putting me off. THis is very frustrating. Please help. Thank you very much,

[redacted]Desired Settlement: I would like all of the equipment that I have had for the last 2 years to replaced by new equipment. I do NOT want to have to pay for more equipment or repair fees. I would like my bill to be the 45.62 that is is suppose to be instead of the 52.62, they keep billing me.

Thank You

Business

Response:

June 19, 2013

Review: This account was initially opened by [redacted]. Upon the opening of this account, I contacted Hughes Net and changed all applicable information into my name;the contact information and billing and payment information was changed to me, [redacted]. The monthly charge was debited from a credit card in my name and all bills and correspondence went to me. In March 2013, I closed this account. Hughes Net tried to convince me to continue my account-offering me free months, etc, which I declined; repeatedly. My internet service was discontinued, however, I received a call from Hughes Net telling me that I could not close the account unless [redacted] contacted Hughes net as he had opened the account and that monthly charges would continue to accrue. I spoke to many reps many times regarding the fact that the account had been changed into my name during this time frame. Some reps said all was okay and others told me that [redacted] had to contact them. [redacted] contacted them and they tried to sell him the service that had already been discontinued. I sent the modem back to Hughes Net via UPS using an pre addressed label that Hughes Net had supplied. Hughes Net has now been sending bills To [redacted] at a completely different address for a total of $212.00 and it has now gone to collection. They will not speak with me at all and I do not know what this charge is supposed to be for. My account was paid in full and the modem was returned as instructed by Hughes Net. This company does not serve their customers in an honest manner.

Product_Or_Service: Satelite High Speed Internet

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

I would like Hughes Net to stop contacting [redacted] and also have no contact with me. I would like this inaccurate charge of $212.00 to be rescinded as it is inaccurate and fraudulent. I would like Hughes Net to send a letter to [redacted] ( they have his current address as they have been sending him bills) apologizing for their incorrect billing and informing him that the account is closed and no monies are due.

Business

Response:

February 4, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on January 5, 2011 and requested to cancel his service on April 11, 2013.

Due to the account being a Recovery Act account, there is no contractual agreement and the early termination fee of $400 does not apply. Regarding **. [redacted]’s concern that the account was supposed to be in her name, the account was set up in **. [redacted]’s name and couldn’t have change of ownership because it was a leased account. According the case notes on the account it appears that someone called and identified himself as **. [redacted]s and requested to cancel service when **. [redacted] wasn’t able to have it canceled because she isn’t the account holder. At this point the final balance on the account in the amount of $212.00 represented the radio transmitter that hasn’t been received. At this point, the collection department has written off that balance as of January 26, 2014 and any calls coming from collections regarding that write off must be discussed with them. If that radio can be returned it will still be credited to the account insuring that the write off balance is cleared.

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

301-428-5500

[email protected]

Business

Response:

February 10, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Regarding **. [redacted]’s latest concern, our records indicate that the modem was returned but not the radio. Just so that **. [redacted] has a clear understanding, the radio transmitter is attached to the arm of the dish and the modem is the indoor unit.

The $212.00 balance on the account is a result of the July 5, 2013 payment of $212.00 being disputed with the financial institution. Once the funds were reversed they were placed back on the Hughes account as an amount due. In response to **. [redacted] indicating that she requested a change of ownership, Hughes can’t grant such requests on leased accounts because the customer doesn’t own the equipment. The equipment is leased and therefore a change of ownership isn’t possible. A name can be added to the account as a secondary contact, but the account holder will have to remain as such.

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:

From: [redacted] <[redacted]>

Date: Tue, Feb 11, 2014 at 8:28 AM

Subject: response to letter of 2/10/2014

To: [email protected]

To whom it may concern,

The letter written by Hughesnet states that they now consider their part in this case closed and indeed, it is not.

The letter states that required parts were not returned, thus, there is a charge of $212.00 due. It is stated that (now) I should have returned the “radio transmitter” which is located on the “arm of the dish”. This is the first I have heard of this part or it having to be returned. I do not know what part on the dish this is; there was no mention of this part having to be returned previously; the dish is located on the side of my house and a ladder would be required to remove whatever this part is, as would the tools necessary to remove whatever this part is. When the box was sent to me with instructions to return the modem, there was no mention of a radio transmitter having to be returned or a diagram of where this radio transmitter might be or how to remove this part. If HughesNet wishes to send a technician who is educated in removal of radio transmitters to my address to remove said radio transmitter, they are welcome to do so, with appropriate notice given to me as to the date and time I should expect this HughesNet employee to arrive.

This ongoing saga of the $212.00 owed to Hughesnet is just one of many, many complaints against HughesNet. They are constantly stating that the initial name on service with them cannot be changes due to it being leased equipment, however, in the many times I contacted them to have them recognize that I was the individual to whom all correspondence should be directed and I was the individual paying for the service; I was told that the account was changed to my name. In addition to this, if the initial name on the account cannot be changed but additional name(s) can be added to the account;why was my name never added, as I contacted HughesNet REPEATEDLY about this issue.

Again, as stated in my initial complaint to the Revdex.com; when HughesNet recognizes and states that there are no monies due and a letter to this effect is sent to myself and [redacted]; I will consider this matter closed. I am sure that many customers of HughesNet get very tired of having to fight for their rights and spend time writing responses to their complaints and they just decide they will pay HughesNet to end the conflict; I am not one of those people.

Thank you for your time,

Review: I had internet installed on January 9th 2014. I was not informed when my first bill would be due.

As I was checking my bank account I noticed a payment of 50.67 was deducted on January 14th 2014.

They neglected to inform me it would be due five days later, for services for the month of February 2014.

I agreed to auto pay but I was not informed that this would occure with in 5 days of installation.

When I called customer service they were rude and unprofessional.Desired Settlement: Require company to inform customer properly when first payment will be deducted after installation.

Business

Response:

February 7, 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 her HughesNet service.

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

After further review the account has been cancelled. In light of **. [redacted]’s issues; Hughes issued a refund of the service fee of $50.67 to the credit card on file.

A pre-paid label and box will be shipped to **. [redacted]’s site. **. [redacted] would need to return the equipment within 45days of her cancellation date to avoid an unreturned equipment fee being charged to the credit card on file.

**. [redacted] may contact me at the number below with any further 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,

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.