Hughes Network Systems

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

Review: I have had Hughesnet Satellite internet for a year. I have cancelled my 2 year contract early because Hughesnet was not able to provide me with a consistent internet service. The service I received was not only unreliable but when it was working it was so slow or intermittent that I was unable to use it. I had service techs come out multiple times to repair it only to have the same problem come right back. I moved from North Dakota to Washington state and had my internet set up at a new address. A service tech came out and installed the dish. once again the internet was unusable. I cancelled my account after paying for 1 years worth of service during which I received either very poor, intermittent, or non existent service the entire time. Hughesnet refused to refund any months of poor or nonexistent service. Hughesnet also charged me a contract cancellation fee per their contract of $220.00 They refused to eliminate this fee regardless of the circumstances. They apologized that I have had poor service but were unwilling to credit the account for previously non serviced months. Hughesnet was insistent that the $220.00 cancellation fee would be charged to me and that nobody in their company had the authority to eliminate that fee since it is automatically generated. Hughesnet was only willing to troubleshoot the problem and was not willing to credit or eliminate any fees. It is my opinion that Hughesnet should stand by their service and product. They should not charge for months not used if it is their poor service that is the responsible party. Although I am ok with paying them for the time I have had the account it is my opinion that in a situation where their product is not what it is advertised to be or what contractually I am entitled to that the company should not be charging for the service or a cancellation fee.Desired Settlement: Please either credit my account in the amount of $220.00 so that the cancellation fee will not be charged to me or eliminate the cancellation fee altogether.

Business

Response:

August 22, 2013

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: ! 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: Poor service.

False advertising.

. It is inappropriate for you to charge me this fee for two reasons:

i) No person ever informed me that I was signing a 24-month contract - not in person at the time of installation or on the phone. I was present personally during installation and I was not informed.

ii) The service is unsatisfactory. I would be delighted to remain a Hughesnet customer if I could use the service, but the upload and download speeds are unusably slow. I have called several times to trouble shoot.

I think your lack of disclosure around a 24-month contract- and service contracts are non standard for internet providers such as cable and dsl - to be predatory. You must be aware that most people to not read 10 or more pages of paperwork when they sign something when a technician is in their house. Further, there is no mention of an obligation or contract anywhere I can find on your website, where you advertise the Gen4 package that I subscribe to.

Furthermore, the reason I would like to cancel my service is that the internet speed is slow awnd spotty in bad weather. Poor service is a breach of contract on Hughes Net's part. I have already paid three months of service to log on to the internet six or so times.Desired Settlement: I would like a refund for my partial month of service.

I would like HUghesnet to waive the cancellation fee.

I would like Hughesnet to remove the Sattelite from my property.

I would like Hughesnet to inform future customers that they are signing a contract.

Business

Response:

November 15,

2013

Review: This is a follow up to a complaint against [redacted] Satellite Services in [redacted], WV that fraudulently submitted charges to Hughes Net stating that they performed service at my house to restore internet service. Because of [redacted]'s false charges, Hughes Net carelessly raised our bill by $132.50 based on a vague work order stating that the company was in our house for 2 minutes. When we caught Hughes Net trying to take that money and explained that [redacted] Satellite services was never in our house and never fixed anything, Hughes Net did not refund all of our money. We were robbed by [redacted] with the help of Hughes Net. When I contacted the Police I was told to get supporting documentation that proved their crime. I called and spoke with 2 people from Hughes Net and told them the Police wanted information and asked them to send me whatever [redacted] sent them to justify their charges. They refused, citing security reasons. So I followed that up with an email explaining that I needed the info for the Police, but they still refused to provide it. Hughes Net enabled [redacted] Satellite Services to steal from us and then they covered for them and still has not refunded all of our money.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Hughes Net to provide documentation for criminal investigation

Business

Response:

July 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint [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 the service is registered to [redacted] and was activated on June 15, 2013. On April 30, 2014, [redacted] contacted our technical support department to report that her service wasn’t working. [redacted] had an out of warranty service order to have a technician come to her scheduled to come to her site on May 15, 2014 and was charged the dispatch fee of $125 but it was credited on her Hughes account the same day to offset the charge. On May 15, 2014 our records indicate the technician closed the service order almost immediately after opening with no issues as the cause. We are investigating the matter to find out the specifics of the technician’s service order and corrective action will be taken as needed. At this point, we have issued a credit in the amount of $7.50 to [redacted]’s account to reflect the cost of the taxes associated with the $125.00 service charge. 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[redacted][email protected]

Review: I enrolled in the Hughes Network Services internet service in December, 2013. I was promised download speeds at 10 Mbps, with a throttle down speed of 1.5 Mbps when I had exceeded my download allowance. The first month was fine, I received the services promised. In the second month, however, my download speeds were throttled back to less than 0.5 Mbps, which is not even fast enough to download e-mail. This was not at all what I was promised. When I called to ask for help, I was told that I would have to upgrade in order to not exceed my allowance each month. I was already paying $80 a month for the service, which was unusually high, but to have to pay more was nothing short of robbery.

At the same time I had enrolled in the Hughes Network voice services. I never received my service, and after 30 days of waiting, I cancelled. When I called for help with my download speeds I also called for help with the telephone voice services. I made at least two, and possibly a third call. Now when I talk to them they will only acknowledge that I ever called about the voice services, they will not acknowledge that I also called about my service interruptions. They do acknowledge that I was provided "tokens" to extend services, which I never requested, but these were always provided to me as a "band-aid" to give me another day of service, even though my internet services were essentially turned off after I exceeded my data allowance.

They are very difficult to work with and will not acknowledge that I did not receive the services I was promised and paid for. I still had over 10 days left in the month without internet services, and they have never acknowledged that this occurred. I was forced to cancel my services in February, 2014, due to that fact that I had to go to another provider in order to receive reliable internet services. This company is now trying to stick mew with a $500 early termination fee. However, they refuse to acknowledge that they did not provide the services I was promised and purchased, and they continue to deny that I ever called and asked for help. I have had numerous conversations with their services people, have written several letters to their company which have gone unanswered, and I have filed a formal complaint with my credit card company for the charges they tried to assess against me.

They claim that if I had cancelled in the first 30 days they would have waived the early termination fee. I have no doubt that this was a classic "bait-and-switch" where the company promised their services at a specific bit rate, and indeed did deliver on those in the first 30 days. This was, no doubt, to hook me into the contract. In the second month when they did not deliver on their promise, they felt they had me because I could not term without the early termination fee. I will not pay this fee, and I am filing this formal complaint with the Revdex.com to hopefully save some other poor unsuspecting souls the heartache that I am now experiencing. Hughes Network Services is an unscrupulous company, with no morality or integrity, and certainly is not interested in customer service.Desired Settlement: All I want from Hughes Network Services is the following:

1. They acknowledge that they did not deliver on the promises that were made to me by their salesman in my initial transaction, and

2. They waive all remaining termination fees and charges, and provide me with a written statement that I have no debt outstanding to Hughes Network Services.

Business

Response:

April 14, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet. Our executive customer support reviewed all pertinent database records. “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. After further review, **. [redacted] disputed the fees of $471.92 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 $471.92 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 $471.92. As a result of **. [redacted]’s issue we have waived half of the fee totaling $235.96. There is a remaining balance of $235.96 which needs to be paid to bring the balance to a $0.00. **. [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]

Review: I have tried several times to get the contact information of the local hughes net representative who signed me up and installed the Hughes Net equipment in my home. I live in [redacted] New York and I believe the representative was from [redacted] NY. When I signed up for HughesNet the representative told me it would be a certain price, and I am not being charged that price, I need to dispute the charges with my bank and need the information of the local agent to file the dispute.Desired Settlement: I would appreciate getting the information so that I can file the dispute of charges with my bank.

Business

Response:

July 8, 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 February 13, 2014. Regarding **. [redacted]’s request to receive information for the sales source so that he may dispute the charges on his account, we provided the name and number of the dealer however we don’t have the name of the sales agent he spoke to because it was a direct dealer. In an effort to resolve **. [redacted]’s complaint we have offered a service discount in the amount of $20 off for six months. His current service plan is $59.99 plus a $9.99 modem lease fee. **. [redacted] will receive $20.00 off his bill for six months. At the end of the of the six month service discount, the regular rates will resume. We informed **. [redacted] of our decision on July 8, 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, [redacted]Executive Customer Support###-###-####[email protected]

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: Upon cancelling I was told I had an early termination fee of $350. The last rep didn't document that I was on yet another 30 trial -she lied.

Tech support is a total waste of time and for the most part, I do not have HOURS to stay on a phone call that does absolutely nothing to help. It would be nice to talk with someone that can speak English that you can understand and that can understand you. I am not a racist, but facts are facts, most of the people you talk to do not comprehend what proble** you are having and have no idea how to properly answer you. I WOULD NOT AND WILL NOT EVER, EVER, EVER RECOMMEND HUGHESNET TO ANYONE. DO NOT USE THEM. The sales representative lied to me about the service you will get and failed to mention fines and fees for most services that are extra. I called every time I had a problem and then after more frustration to cancel prior to my 30 day trail initiation to their service. They gave me extra tokens and promised me an additional 30 day trial if I would only stay with them. This happen on 3 occasions. The past week we have had a lot of stor** in my area therefore once again I complained about the poor internet service and demanded to cancel. Once they realized I was not going to stay with Hughes they then told me I had an early termination fee of $350...apparently the last rep didn't document that I was on yet another 30 trial and she promised I could cancel anytime I wanted to. She lied and they would not believe she promised this to me. I demanded my service to be cancelled and I sent them an email to make sure that they are a[redacted] that I will dispute any other charges to my checking account after 6/12/2014. Also I will dispute any early termination fees that will be billed to me as a result of cancelling the service. I have called their technical support numerous times to figure out why I cannot get the internet at home for work. I have been transferred to third parties that wanted more money. I have been given tokens, I have had my computer checked for viruses, had the updates turned off, removed my wireless router, and even turned my Hughes net modem completely off and it see** that nothing seemed to be working. I tried to stay with Hughesnet but cannot work for my company from my home with their internet service.Desired Settlement: no early termination fee of $350.00

Business

Response:

July 3, 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 service was activated on February 20, 2014. Initially **. [redacted] was offered a trial period extension on two occasions which resulted in having until May 19, 2014 to cancel without penalty. On May 20, 2014, **. [redacted] accepted a retention offer for one free month of service and the ability to troubleshoot her computers, and or router with our third party company that provides support on those devices. On June 12, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a total credit of $223.80 to her account representing the half of early termination fee and a one month service credit. The final balance on the account is $160.74. We notified **. [redacted] of our decision on July 3, 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, [redacted]Executive Customer Support###-###-####[email protected]

Review: We had been very dissatisfied with our internet service and waited until our 2 year contract was over before cancelling. We called in on 3/15/2013 to cancel our service. They said that it was done and gave us a cancellation number. On 3/19/2013, I was looking at our bank account and noticed that on 3/18/2013 they had charged us with ANOTHER month of service (which is paid in advance). I called in and they said that they had talked to my wife and not me, so the service had not been cancelled since the account was in my name. This is not true because when they told my wife they had to talk to me, she put me on the phone and I am the one who cancelled the service and wrote down the cancellation number.

So, they transferred me to the cancellations department where I demanded a refund of the amount debited to my account 3 days AFTER I had cancelled the service. They informed me that there would be a $25 fee to reactivate the account and process an "immedaite" cancellation request. Question: If my account had not been cancelled (as I was told), then why do I have to pay a $25 fee to re-activate it and cancel it again? Also, If the account WAS cancelled, WHY was my account debited 3 days later for another month of service? I served my 2 year comittment to the contract and paid "out the nose" for horrible internet service. I got so that I RARELY even turned on my computer because it was so frustrating! I did my part to honor my agreement and now I am being robbed of my hard-earned money with bogus charges!Desired Settlement: I would like the service cancelled as of 3/15/2013 and ALL charges to my account since that date refunded IN FULL.

Business

Response:

April 2, 2013

Review: I am the executive assistant to [redacted], who passed away on August 13th, 2012. He was the owner of [redacted] VA [redacted]. He was a customer of Hughes Net with the account# [redacted]. Meanwhile, [redacted] has been sold, we, the trustee of the estate and I as well, have tried several times to close this account and each time we called, there were different requirements to close the account. The most reasonable one seemed to be that Hughes Net required a death certificate, and a letter in which we gave notice to stop the services. On June 15th, 2013 [redacted] was sold and we gave them the name of the new owner. Unbelievable or not, today I received another bill with a warning that if we wouldn't pay $91.26, the account would reflect badly on [redacted]'s credit report. I am pretty sure [redacted] wouldn't really care anymore, however, the assistant of the trustee called again today (case # [redacted], when she was informed that the account can't be closed because now there is a name on the account we have never heard before: [redacted]. Also Hughes Net confirmed the address of the service location [redacted] Trustee explained that we a) haven never known a [redacted] and b) [redacted]is wrong. It has always been [redacted]. The answer she received was unsatisfying: oh well, there is nothing we can do. We have that address and without [redacted] we can't close the account! What the [redacted] is going on? I am appalled of Hughes Net business practices and customer service and will not ever recommend their services to anyone. They will not get paid $91.26 and the account can stay open forever because as I have mentioned: [redacted] sure doesn't care anymore. So they can either get their mess cleaned up or write off their "dead" account.Desired Settlement: Close the account!

Business

Response:

Review: Since I signed up for Hughes Net Satellite Internet services in August 2012, I have had continued problems with my Internet provider. I was promised High Speed Internet Service and I have not received it. I have made repeated, time consuming and extremely frustrating calls to Technical Support to resolve connectivity issues, unreasonably slow Internet service, inadequate technical support, and billing issues. I have spent many, many hours on the telephone and on hold with Hughes Net employees. None of my problems has been adequately resolved. They have given me free "upgrades" that did not change the quality of my Internet services. Most recently, Hughes Net has lost extremely important e-mails and is unable to retrieve them. I am unable to complete work on my computer due inadequate service. Hughes Net claims include, "Put Your Trust in HughesNet as America’s #1 choice for satellite Internet, HughesNet® provides high-speed Satellite Internet that’s accessible anywhere in the contiguous United States. You will just need a computer and a clear view of the Southern sky. Order today and take advantage of our always-on connection, plus get free standard installation† and an Internet plan that best suits your lifestyle." I have not had an always-on connection. There are many times I have no connection. When I do have a connection, it is slower than dial-up Internet services. They promised to upgrade me to Gen 4, at no additional fee last year, and it is still not available in my area. On July 1, 2013, they promised to overnight me a replacement modem, which would arrive on July 3 at the latest. I spoke to them on July 8, and they promised that if the new modem was not faster, they would allow me to terminate my services at the end of July, without paying any early disconnect fees. Today is July 10, I still have not received the promised replacement modem, and I once again requested that they terminate my services at the end of July without penalty. They refused to do this until I try the new modem. Today they informed me that the problem is that the modem is back ordered and they do not know when it will arrive, but it could arrive at any time, but they do not know when. Meanwhile, I cannot send out e-mail or use the Internet effectively. I do not feel that I have been getting the service I was promised and that I am paying for a substandard product. I have been doing this since August 2013. I do not think I should have to pay for substandard service and continue to stay with a company that cannot provide the service I need. I have continually expressed dissatisfaction and frustration, and an early end to my 2-year contract with no penalty, and they refuse to grant it. I do not have reliable, consistent service. That is reason enough to not stay with a company.Desired Settlement: I want to end my contract with Hughes Net by the end of July 2013, without penalty. I also believe that I am entitled to a refund for the substandard service and technical support I have received.

Business

Response:

July 30, 2013

Review: They took money from my account not only without my permission but also that I did not owe!

I was told about Hughes Net by my cousin.She contacted them and told them what I was looking for which was internet only.They called me 3 way with her on the line.I told them what I was looking for and about what I could afford to pay as I was on a very limited budget because I am disabled.The lady I talked to offered me a 30 day trial to see if I was happy with the service before I committed to it.I thought great! I live way out in the country so not many services pick up very well here.She assured me I would have no problem with their services working great here.High speed internet at that.I repeatedly asked if there were ANY charges that would be due to me before my first bill was due which would have been April since my billing didn't start for 30 days she repeatedly reassured me there were none!If they record theses conversations it is all there.I was not only unhappy with the services but disgusted when I spoke to a close neighbor and found out the ONLY way to get good fast internet service through them was to get one of the higher rate plans.The package she assured me was great was actually poor reception here.So right away after having nothing but trouble and talking to my neighbor I called and told them I wanted the services cut off.I was already sure I wanted it gone.They said ok and tried to get me to UP my services because what I had was not strong enough for high speed,I would have to get a better plan.I said maybe someone should tell your sales people that because I was lied to and no I don't want a better plan I want it shut off.He said it would continue to be on till the 30 days was up and I could continue to use it.I told him no I was unhooking the box and that was that.He said I would get a box with a label and pre payed postage to return the box,I said thank you and that was it.Today I got my bank statement and there was a charge from them from 2/18/2014 for a larger amount than even the initial hold money.This was removed though not just a hold.I called the bank and they said indeed it had been removed.The sales person assured me that my bank information would no longer be visible to the company after the initial hold was removed which should have been on the 16th.When I called today to find out why they chose to remove money I didn't even owe without permission the girl eventually tried to return 46 of the 53 dollars for a pro rated plan.I reminded her again it was a free trial I was not even supposed to receive a bill until that was up PLUS my first 30 days of service.Which would make my bill of 39.99 not even due till April,2014.My account was charged 28.00 because this and my rent went in together.My money is lined out almost to the cent is why I was so adamate about what was due when it was due and any hidden charges at all.I even asked about taxes being added she said it was all included my bill would be for the first 3 months 39.99 and then after it would be 49.99.This was the only money I agreed to pay and I NEVER gave them permission to remove one cent from my account only hold the 40.00 for credit purposes.They did agree today finally to put the 51.33 back in their own time but would not agree to paying for the over draft that their unauthorized charge cost me.This was a terrible experience.I have never had anyone steal from my bank account and I feel violated.They had no right or reason.I would like to have my money returned and their satellite which was concreted in the ground removed and no further charges put on my account.I asked them to remove it to begin with because I do not pay my bills online normally I pay by check in the mail so I can keep up better.Desired Settlement: I want my money put back which they agreed to do today.I want the over draft paid that would have not occured if they hadn't taken from my account without permission.Other than that I want their equipment removed from my yard as I choose NOT to let any one who drives by think I use their services.I would not recommend them to an enemy!I am not sure what a 2 days worth of aggravation is worth but that is exactly what I have had due to their removal of my money.I just borrowed money to put back in

Business

Response:

March 14, 2014

Review: On 12/12/13, I spoke with a Hughesnet rep., [redacted] to order internet service for my home. Iwas informed by [redacted] that I would have to give them my debit card information, because there was a one time fee of $40.00 just to establish I had an active account. The $40.00 would be returned in about 3 days. My installation date was scheduled for 12/13/13, to make sure someone was home to let the technician in. The equipment was installed on Fri., the 13th, upon completion of the installation, my son signed the paper, noting that the job was done, and the technician left. There was no copy of the signed paper left. Looking at my bank account on Mon., 12/16/13 I noticed there was a fee of $353.47 deducted from my account, as well as the $40.00 that I had agreed upon. When I called the company to find out the issue of these monies, after much transferring, I was told the monies was the purchase of the internet equipment. I told the company I never once agreed to purchase any equipment. I was told of the one time fee of the $40.00, and what my monthly payments would be, and nothing more. All I kept hearing was, "I'm sorry for the miscommunication", but no resolve to me receiving my $353.47 back. I was then told, well what if we lease the equipment to you for $9.00 a month. The lease is what I thought I was getting in the beginning. [redacted] never once said you are purchasing said equipment. How can I be charged for something I NEVER agreed upon.Desired Settlement: To have my money refunded back to me. I will be returning their equipment back to them.

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 17, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the sale conversion from a purchase plan offering to a lease plan offering process.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on December 13, 2013. **. [redacted] had expected to be

on the Lease program, but the sale was entered as a purchase option, creating some banking issues for **. [redacted]. **.

[redacted] had ordered her service though a third party sales source, [redacted]. The order is in the process of being corrected.

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has refunded the

difference in the purchase to lease cost, in the amount of $308.67 on December 30, 2013 to **. [redacted]’s credit card on file.

As an executive courtesy, Hughes will issue a $10.00 the next 12 month service credit to **. [redacted]’s account once the account has been corrected.

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.

Sincerely,

Office of Executive Support

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

Review: When I first signed up with Hughes Net, I was told I had free time between the hours of 2:00-8:00 a.m. Starting with June and July 2013, Hughes Net has been taking my bonus bytes during those hours. When I called them to complain and ask why they were doing this all of a sudden when they haven`t been doing this before, I get a different story every time. The last time I called I was told I never had free time during those hours. That is a big fat lie. I am tired of this company`s lies. I cannot get a straight honest answer from them.Desired Settlement: I would like my free hours back for the remainder of this contract like I had from the beginning of my contract. Also I would like my free hours back from June and July 2013.

Business

Response:

July 15, 2013

Review: hello, I have had internet issues , including e mail. I have lost a job because of these issues. I cannot get e mails from outside domains.

no e mails from outside domains since july 1st..hughes has contacted me several times and no help. I was to receive video training from my company and because of not receiving them I lost my job. even today july 11th still no issues resolved.the company stated everything is fine.I also had issues with their wireing. they came out told me there was no charge then charges my account $126.00. they since returned 62 of it. this has been on going for the whole month.you may want to call me for im still not getting e mails..Desired Settlement: I believe I should be compensated for my job loss, and a credit for a whole month of no e mail access.I have several case numbers if needed. thank you

Business

Response:

July 30, 2013

Review: They are the worst customer service I've ever dealt with in my life. They either are completely inept or out and out liars. They charged my credit card fraudulently and told me the money would be put back on my card within 1 to 7 business days. They did not do that when I called to find out why my money was not returned they said it will take up to 45days. This company is lying to people and using very underhanded practices. I am not the only person this has happened to since having a problem with them I have spoken with many people who have had the same problem. This is a huge company if they do this to thousands of people this adds up to quite a large amount of money they earn in interest on our money they take 45 days to return. A really nice racket they got going here.Desired Settlement: I want the full amount that they charged my credit card to be returned $289.86

Business

Response:

June 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on May 12, 2014 and requested to cancel her service on May 21, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $289.86. Our records indicate that $192.03 was refunded to the card on file on May 29, 2014 and the remaining $97.83 was processed to be refunded on June 18, 2014. A message was left with our decision on June 18, 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, [redacted]Executive Customer Support###-###-####[email protected]

Review: I'm writing this on behalf of my parents who are not as technology minded as being they are elderly. They reside in [redacted], Indiana who was primarily a [redacted] provider but when the [redacted] buyout was announced the horde of internet providers came into town at a rate that would have made the 16th Century warlord Genghis Khan jealous of their tactics. My parents were told that HughesNet would provide better internet speeds and a better overall internet experience if they switched. all with a lower price. Of course my parents god love them but of course they switch. A few weeks go by and while i'm away at college they praise the new internet. And I paraphrase, "[redacted], it's a better experience with HughesNet than we ever had with [redacted]." My parents would pull in internet speed at an average rate of 15mbps download speed with [redacted]. I arrive home from college for the joys winter break after surviving the harsh senior finals week before me to find my parents internet unable to load a single internet page within 3-4mins. I properly run a speedtest and find their internet is running at a 0.03mbps internet speed. A 0.03 INTERNET SPEED, YES YOU HEARD ME RIGHT, 0.03MBPS. I thought to myself; You have got to be joking. I run an IpConfig through MsDos, log into the router to reset it with the hopes its just a router issue, to my amaze I find nothing. Internet is still running at the rate of paper and pencil, a dull pencil the type ran all the way down to a nub that no one can properly hold leaving those scores on the palm of your hand pencils. I call, and let me describe this wonderful experience of customer experience as a cross between black Friday crowd control and a summer pool boy at a retirement home frustration for their customer service experience. The costumer service rep promptly informed me with a smurk only Dr. Evil would envy that they have date limits on their accounts, all of them. I ask my parents, how could you sign up for an internet with data limits? They both after a elementary style lecture on internet that they were never informed of data limits with this internet provider. They salesmen must have been so excited with making a sell that he failed to mention that my parents would be repressed to 20gb of data a month for their internet. Sign, sealed, and delivered the contact was to a tune of Tina Turner they are in for the next year with this lovely service. My parents signed a contract without being informed and warned of this companies business practices and their data limits. This company took advantage of two elderly people who have no idea of what Gb are let alone data limits, shame of you HughesNet, shame on you..Desired Settlement: I want to be able to break their contract and return all HughesNet owned equipment with no early termination fee. Your contract was signed by my parents, yes. But you failed to inform them how this internet serivice would be different from their last. Not once, not a single time did you inform them that they would be put on a datalimit that would be slowed down once they reached their limit. And then you have the audacity to call them and talk them into buying tokens to speed up their internet. Is this [redacted] of a moral, ethic internet service? Additional action will be taking with the State Attorney Generals office if failed to reach an agreement.

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 19, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where he can be reached and/or email address. **. [redacted] is filing on behalf of his parents and we have been unable to determine any site information.

Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to his parent’s account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].

Sincerely,

Office of Executive Support

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

Review: I signed up for the basic service with this company in Dec. 2012 but was never receiving anywhere close to advertised speeds. I called and called and called and have spent more hours than I care to think about trying to get this issue resolved. A manager upgraded me to the 79.99 plan and still not getting anywhere close to the speeds I should have been getting with the 59.99 plan. A technician was here yesterday and found nothing wrong on this end. Again today I am on the phone and all that can be done is another upgrade to the 99.99 plan. I feel like despite the credits and discounts that I am being led down and merry road to steal my money and not deliver the services promised.Desired Settlement: I must have the upload speed of 1.5 Mbps, 2 is what is promised and I have averaged .86. I am on the verge of losing my job since I work from home and there is no other High Speed Internet provider in this area. Although Comcast has the cable rights and is listed as providing service in this area. As far as a resolution, I just need service that works as advertised and promised without costing me an arm and a leg.

Business

Response:

May 2, 2013