Hughes Network Systems

Review: I signed up for this service due to no other options. The company added charges that I did not ask for. I received my first bill on day 30 an hour before they withdrew the money from my account,and 4 hours after the 30 day deadline so that I could not cancel my services. When I called them to find out about the 30 day trial to cancel service due to not being happy with the service I was told that it was day 30 and I have been locked into the 2 year agreement or I would have to pay $400 cancellation fee. I explained that I had just received the bill through email and an hour later the money was withdrawn. I received no other notification on this account other than when I first signed up. When I asked if there could be an earlier notification of billing the lady laughed at me. That is when I asked if I could go ahead and cancel the service since she had already told me that it was day 30, she then told me that I should have called in the day before since the service had already been locked in. I was told that I needed to go to the website to set up getting notifications for billing if I wanted them earlier than the same day of payment.Desired Settlement: I want to be able to cancel my service, due to fraudulent and misleading billing practices, without being charged $400 and to have no other commitments to the company. I believe they do this intentionally to lock their customers in to a 2 year contracts.

Business

Response:

October 7,

2013

Review: I signed on with Hughesnet after being assured that it would stream my [redacted] videos through my new [redacted] HD. My old internet service told me I needed a high-speed internet service to do this. I also told Hughes that I had a telephone that required the internet. They did not ask me what service I had. After having the equipment installed, which I bought, I immediately began to have proble** with it. I was constantly on the telephone with Hughes telling them I could not stream as promised and that my telephone service would come and go. I was told that I didn't have enough time on my contract to stream as much as I wanted and was offered more time for $10.00 a month. I asked them if I could buy it as needed as we traveled and were sometimes gone and didn't need the extra time each month. I was assured I could. I was also told that I should contact [redacted], my telephone service to see if the problem of losing telephone service was theirs. [redacted] informed me that Hughes was the worst internet service I could have for their telephone compatibility. I then started looking for a new service and found one. I had it installed and called Hughes to cancel. Instead, they offered me a free upgrade and I told them I wasn't interested. When I asked to speak to a supervisor, they put me on hold and never came back. I sent a letter to the corporate office and it was never acknowledged. In the meantime, I was billed again. When I called again to cancel, they would not connect me to anyone authorized to cancel my service and I was billed yet again. I finally was able to cancel today, but not before I was told I had to pay a $255 cancellation fee and the last 2 months payments, even though I had attempted to cancel out in November.Desired Settlement: I feel that the cancellation fee should be waived since I never had good service to begin with (constant rebooting, not being able to stream much even though I paid a higher fee to do so, losing my telephone service). I also feel that I deserve an apology for my cancellation not being handled correctly the 3 times I contacted Hughes.

Business

Response:

December 30, 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 support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

“HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” In addition, actual speeds will vary based on the amount of traffic on the internet, the content on a particular website, or by the overall performance and configuration of one’s computer.”

Our executive customer support representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware termination fee in the event she 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 the difficulties **. [redacted] experienced with our service, we have issued the additional credit for the early termination fee to her account in the amount of $255.00.

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

We sincerely regret and apologize for 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 purchased hughesnet internet on 11-14-2012. I payed 468.97 for it. The only reason I got it was because my relative was a sales agent through world venture and he was telling me I should get it. With one computer going at first it did alright but now that I have netflix and x box live it's horrible. When I talk to the customer rep he said If I want to play online I should not host a game because there well be a big latency. I did not know that I couldn't play online when I got hughesnet and I resent the way in which it was promoted to me. I got x box live and netflix in febuary I believe. I lose my connection frequently and it won't play so I plug the xbox directly to the modem and it still won't play sometimes and there is nuthing obstructing the dish nor is the weather conditions bad I have made many calls to you guy's and spent hours on the phone and I have only had it for 5 months. It is too unreliable and it is waste of my time to keep contacting you guy's. The cancelation fee is 355.00 before taxes right now so I will have spent 1143.34 plus the tax of the cancellation fee for 5 months of internet that I can't use youtube on my x box with I can't use netflix hardly at all or I go over my internet limit. That's 228.67 a month. I was never told that when they upgraded me to the power pro plan I would pay 71.61 that first month I did it instead of 61.94. My satelite is on the front of the house and you guy's want to charge 180.oo to move it so I didn't do it. I am about to be taking online classes and test and when they start a test they put a time limit on it and if you get offline and can't get back on the time on that test still runs so you can fail just by losing your internet connection also if your internet connection is really slow you lose time submitting your answers so I have no choice but to cancel my service with you guy's. I also lose way too much time getting nuthing done on the phone with u guy's and having technicians coming over. Last time I checked my speed it was 0.14 downstream and 0.22 upstream which is way different from what you guy's promise. They said it was cause I used all of my usage up and my comp tokens which takes no time to do. I have called you guy's 27 times since I first got hughes net.Desired Settlement: free cancellation and my purchase of the equipment renewed in full

Business

Response:

April 25, 2013

Review: Had service Installed and gave Credit Card to pay for equipment and installation. Gave debit card for payment of monthly services. They put Ins and equip charged on Debit card. Called next day and had charged on my Credit Card and was told a refund would be issued to my Debit , which did happen 17 days later. CC and Debit transactions on my statements indicated that was way of transaction. Later invoices indicated that the CC payment ($420.07) and they indicated it was never paid and was never posted to my account. After more than 3 hours of telephone communications, several FAX transmissions of my bank statements produced no positive results. We have never ask anything other than for them to credit my payment, clear my bill and send me the monthly bill to continue my services. Late March our service was cut so there was no internet service. Contacted [redacted] CC Dispute Resolution and filed a complaint. [redacted] did an investigation and determined we were correct in our pursuit. [redacted] has since refunded our money but Hughes has submitter to a collection agency, [redacted], [redacted] and [redacted] who has increased total bill from $420.07 to $1286.85.Desired Settlement: Bottom line would be to discontinue my service and all communications with Hughes Net, clear my billing, cancel Dept Collection agency pursuit and remove the equipment from my property.

Also would like to make sure my Credit Rating is not down rated.

Business

Response:

May 31, 2103

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

[redacted]WashingtonDC [redacted]20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated May 21, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the attempted to cancel his HughesNet account and is seeking to cancel without penalty, and to resolve his outstanding balance due.

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 January 27, 2013. **. [redacted] contacted our billing support team to explain he was unhappy with his service, as it did not operate as promised. **. [redacted] ordered his HughesNet service through a third party sales source, [redacted]. There were also some billing issues. The sales call is currently under review.

After a full review Hughes has agreed to refund **. [redacted]’s install costs and service fees, leaving **. [redacted] account with a zero balance.

On May 31, 2013 Hughes removed **. [redacted]’s account from collections, waived the claim, and ceased all collection efforts. While Hughes does use a collection agency, Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts. In return, **. [redacted] agreed to return his purchased HughesNet equipment. Hughes sent **. [redacted] a prepaid shipping box and label to help facilitate the return.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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

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 respoONSE Because, not once did we ever say we wanted to cancel. we always.ask them to post the monies we had paid to them. AS A MATTER OF FACT EVEN THOUGH WE.WERE PAID UP LESS THE FUNDS IN QUESTION, THEY CUT OUR SERVICE AND WERE NOT INTERESTED IN TRYING TO RESOLVE ISSUE. I REALLY DONT WANT TO DRAG THIS OUT ANY LONGER, JUST WANTED IT CLARIFIED ABOUT THAT WORDING

WE PACKAGED AND SHIPPED THEIR EQUIPMENT BACK TO THEM TODAY AND JUST WANT TO PUT THIS ALL BEHIND US. PLEASE CONSIDER THIS ISSUE CLOSED. THANKS FOR YOUR HELP IN GETTING THEM TO MOVE AND TALK THIS TO A SATISFACTORY CONCLUSION.

Review: 1. Failed to notify me that I supposedly sent spam mail on not one but two occasions. Blocked my ability to send email from October 2012 thru January 2013 (when I terminated their service - which I had for a period of about 7 years).2. Sent their B1A form the first time by regular mail (they denied receiving it), and the second (approximately 30 days later certified mail return receipt). In a phone call they claimed that they didn't receive the first; however, the returned receipt served as proof of the second. No attempt was made to contact me. I was told by one of the supervisors (in a later call to customer service) that full service should be restored within 7-10 days of receipt of the signed form. I asked this supervisor if full service would be restored by January 1, 2013, and was assured that it would be (in a phone call to customer service on or about December 15, 2012).3 Failed to acknowledge (other than return receipt) my letter of January 21, 2013 terminating the service because it was unreliable and no longer met my needs. 4.1/29/13 8+ PM received a phone call from a Hughes associate trying to convince me to continue their service. I hung up because I had exercised all avenues and had had enough of a run around and didn't want to be subjected to more harassment.Desired Settlement: 2/14/13 Received a bill from Hughes net for $89.98 stating that if the amount wasn't paid in 7 day that service would be discontinued. This was in complete disregards to my certified letter of 1/21/13 terminating service. 3/30/13 Received bill $457.40 from a collection agency [redacted].My only settlement request is that Hughes Network Systems right this off as uncollectable, due to their lack of concern and unethical practices for this customer.

Business

Response:

April 30, 2013

Review: I have had issues with the HughesNet service I have for years. The most recent issue is not being able to access the internet at all. We have spent 15+ hours on the phone with technical support. As a result of this last issue, I attempted to sell shares of [redacted] stock, 70 shares to be exact. [redacted] and [redacted] are merging and the deal was completed on Monday December 9th. This deal would create a new company and my existing shares would be traded over at an extremely low rate. This would result in my portfolio value decreasing more than $700 dollars. To avoid this issue, I attempted to sell my shares on Friday December 6th, to retain the value. My HughesNet service unexpectedly failed and I was unable to complete the transaction. In addition, upon calling tech support, they wanted me to pay for the new modem to sent, even though we just went through replacing three modems in August of this year, a fact that the company has on file. With this stock issue, I called and asked for a corporate number or higher up level of management, and they refused to provide me a phone number to contact them about the issues. HughesNet is the only provider available to us, or we would change. We are stuck in a contract with them as well, so I would like compensation for the troubles I've had, and a way to contact the company.Desired Settlement: Compensation for losses.

Business

Response:

December 18, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on June 12, 2009. **. [redacted] began to call in June of 2013 with concerns that his usage was being affected without him using as much as was being consumed. On August 1, 2013, **. [redacted] received a three month credit in the amount of $149.99 as a courtesy. The next communication with the company was on November 18, 2013 with a concern that he was experiencing slow or no browsing. **. [redacted] was assisted by technical support and received a service credit in the amount of $97.08.

At this point, we have exceeded the amount of credit that can be applied as a result of down time or issues with the service. It has been explained to **. [redacted] that we will always have no issues crediting him for any down town with his service, but unfortunately we can’t compensate him for any personal losses as a result of problems with his service. We informed **. [redacted] of our decision on December 18, 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]

Review: not able to deliver expected internet service

HughesNet's service is not usable for me. I have gone back to my previous internet provider. I am not able to resolve my complaint/dissatisfaction with [redacted].

I was sold a 20+mbps service that is not available

I have made requested returns. A bolted dish is still on my roof. Roof repairs and dish removal are requiredDesired Settlement: three months of service fees plus a early termination fee.

3x $75.00

6/21/13 $385.00

Plus $350.00 removal of dish and roof repair

$960.00

Business

Response:

July 23, 2013

We pay $80 per month for possibly the worse Internet server ever:
1) 250mb download allowance per a 24 hour "rolling" period.
2) the only time you can watch movies, videos, look at quite a few pictures, play games, download/upload pretty much anything, etc is during their "free time" which is 1am-6am.
3) weather always affects the signal, a cloud could just blow by and you have lost your Internet connection.
4) they throttle you randomly and quite often. During those times loading a text page would be faster on dial-up than HughesNet.
5) $80 a month?! For this ^ is insane.
Recently our Internet has totally went out. We pay insurance on our bill as well. Called and their was nothing they could do but they could send out a repair man, an extra $40 plus any parts he might need to make a repair.
We are on an older version of their plan, so they mainly just tried to get us to upgrade but we've heard worse stories of their "newer" version.
So we pay $80 per month which includes insurance and have to deal with all their stipulations. They have a monopoly on us people that are rural. This company needs to go under. I wouldn't recommend them to my worse enemy.
If you are a student or have a child that has to do classes or homework online, forget this provider. Run the other direction.

Review: We were told it would be 4 times as fast as our ATT DSL, so we ordered. It's half as fast.

My husband and I have spent 6+ hours talking with several people in order to cancel this misrepresented service with increasing frustration to no avail.We have had technician back twice and all they can say is it is to speck.But we only agreed to pay a higher cost to get a faster service. Technician said this happens not infrequently.Sales over sell. But Hughes is obviously not controlling their contract sales force.In this day and age we cannot believe a responsible corporation would put us through this. Very disappointing doesn't cover our distress.We have never contacted Revdex.com as a consumer before and my husband is 73. Our company is also a Revdex.com member in good standing I might add.People need to know what this corporation is like. Our next step will probably be small claims court.

Thank you,

[redacted]Desired Settlement: OUR money returned including the router and extender.

Business

Response:

Review: I canceled my service and the company demanded I uninstall equipment of the satellite dish on the roof and then charged me $219.50 without my consent.

I canceled my service after moving out of state in February. When I called I wasn't even in the state I had the service, the representative I spoke with told me they needed a part off the actually satellite dish, I explained that I was not in the state to do so and was not comfortable getting on the roof and tampering with equipment that I have no experience with.

They told me if I did not remove it and return the piece I would be charged $200. They refused to send someone out to remove it that was qualified because I wouldn't be there to receive the part and they said there tech's are contracted out and do not work for the company.

Today well over few months with no notice what so ever, they charged my bank account $219.50 causing my bank to overdraw.

I already paid over $300 to end the contract and do not think it is right to ask someone to get on there roof and risk there safety to remove equipment that the company should be responsible for.Desired Settlement: I at least want a refund for the amount they charged me for equipment that I have no experience with or access to. But would also like all overdraft fees returned to me since they took the money from my account without consent.

Business

Response:

May 19, 2014[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [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 August 25, 2013. On February 18, 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 $340.00. Regarding **. [redacted]’s request to receive a refund for the unreturned equipment fee, Hughes’ subscriber agreement contains specific language that states there will be a fee for unreturned equipment; “Unreturned Equipment Fee (applies to all Service Plans where the Equipment has been leased):Upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. The equipment must be received in good condition within 45 days of termination in order to avoid the Unreturned Equipment Fee (except in cases when the Subscriber Agreement has been terminated for breach, in which case the paragraph below will apply). An Unreturned Equipment Fee of $300 will be charged to your account for Equipment not returned within the allotted time frame. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200.”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 unreturned equipment fee. In light of the difficulties **. [redacted] experienced with our service, we will issue a credit of $219.50 to his account representing the unreturned equipment. That amount will be refunded to the card on file. Per the subscriber agreement, Hughes isn’t responsible for overdraft fees. It is advised that **. [redacted] request his bank to waive the fees as a courtesy.We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,[redacted]Executive Customer Support[redacted][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: The company has taken money from my son's account twice without permission from him to do so. My son paid my bill one time on line to help me out and hughesnet changed my billing from invoice billing to automatic billing and has kept my son's card number to do so. This see** to be a standard practice for them. I have spoken with them and they state that they do this anytime a card number is used to pay a bill. My daughter in law asked them to remove her card number and they did not, causing them to remove money from their account. The charges were not authorized and after arguing with them several times they refused to refund the money to my son and daughter in law. I never authorized my account be switched from invoice billing to automatic pay.Desired Settlement: They need to know that they cannot just change an account from invoice billing to automatic pay without the permission of the customer.

Business

Response:

December 17, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the service was activated on September 6, 2011. Regarding **. [redacted]’s concerns with the online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates.

We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved. We have explained in detail how the billing system currently works and the fact that the charges are valid on December 17, 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]

Review: Hughes net meter ( What they use to measure how much service you are using ) drops without even using the computer, when I looked into it, others have complained about the same thing. Not just a few but hundreds. Hughes net is stealing from me and others.Desired Settlement: Cancel service , no other charges, refund my money

Business

Response:

August 27, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his service. Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with [redacted]. Our records indicate that [redacted]’s service was activated on August 13, 2013. [redacted]’s service was canceled on July 16, 2014. Due to the account being canceled within his contractual period, his account was charged $209.67 for an early termination fee. Relative to [redacted]’s concerns, our service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per month. [redacted] was receiving 5GB each of anytime and bonus bytes per month. [redacted] called in December of 2013 with concerns of exceeding his usage and that he was used to having unlimited data allowance with another internet service provider. It was recommended that [redacted] register his account with the customer management center so that he could see his usage real time as well as be able to monitor his usage. Regarding [redacted]’s concern that usage was happening without him using the service, usage can happen when you are using wireless devices, updates can be running in the background, etc. There were no reports or evidence of [redacted] having a problem with his status meter. Regarding [redacted]’s request to cancel without penalty, 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]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $104.84 to his account representing half of 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, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Review: For the past 4 months the internet service has been very bad. It takes sometimes 5 minutes to load a page. It has progressivly gotten worse, often saying "Page can't be diplayed" Several calls have been made to hughesnet regarding this problem, and their solution is to pay for an upgrade to Gen4 which would include a new 2 year contract with no guarentee that the service will be any better. Two of the phone calls were quite lengthly the most recent being on Wednesday June 16th, I was told they would monitor the service and call back after a 24 hour viewing of the service. Today is 6/25 and we still have not received a phone call. I am paying over $60.00 a month for internet service that is completly inferior to the advertised service. We requested they come out and look at the issue and maybe move the satalite, I was informed if they did this there would be another service charge. This is again, unacceptable. If I am paying for internet service I should expect to be able to use the internet and nto have to wait 5 minutes for a page to load. A note, I have a brand new professional grade computer with all the high technology so it is not my computer.

So, not only is the internet quility very poor, so is customer service as they have not called back. Again, each time I call they want me to upgrade at my expense to Gen 4. I believe this is a gimmic and they are comprimising the service so I will pay for the upgrade. THe call back case number is [redacted] with no call backDesired Settlement: We expect what we are paying for. Internet service that works. They need to come out and maybe adjust the satelite, I am not the professional they are, they should know what to do to fix the internet without expecting me to pay more for service I am paying for. Previously the internet was satisfactory for satelite service, just the past 4 months it has declined tremendously. In addition to correction of service without charging me more, I would expect a discount for the past four months of inferrior service. My account can be checked for the amount of times I have called in the past 4 months with each representivie telling me I need to upgrade and pay for it.

Business

Response:

July 15, 2013

Review: We have had HughesNet internet service approximately two months. We feel it was misrrepresented in its claim to have adequate data for us to have normal internet usage with 5G of data available. After 2 weeks we were out of data and had to buy tokens to get 2G more of data. 2G of data was gone in a few days. Under the circumstances, we felt upgrading to 10G would not help much.

We are Realtors and search for listings online for clients and answer approximately 20 emails a day.

My granddaughter is in Early College and she has homework and projects to do online. She did not have enough available data with HughesNet to be able to even complete her homework. She could not do her assigned projects because she had to watch videos online. As a result, we have had to get Earthlink internet service with unlimted data so she could get her projects completed .

We are extremely dissastisfied with HughesNet and want to cancel. But they claim that if we terminate our contract, we will have a huge cancellation fee of $400 or more since we supposedly signed a two year contract, which incidentally we have never seen. We want their equipment out of our house - we will even take fhe dish down and return the equipent to them but we have no address for them. Is there anything the Revdex.com can do to help us?Desired Settlement: We want to terminate the service and have HughesNet remove their equipment with no further charges.

Business

Response:

May 31, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service and would like to cancel her account and have the equipment removed. After further review, [redacted] is a [redacted] customer and would need to contact them directly for resolution at ###-###-####. 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: Review: -Never told 2nd satellite would be installed. It was installed on the exterior of our house with absolutely no input from us. We though the current satellite on our house would be utilized.-Never told about a 30-day trial period to cancel service. When we called with complaints about speed the first time and considered cancelling our service at that time, we were not told we were still within a 30 day trial period where we could cancel without penalties.-Never told we had "signed" a 2 year commitment.-Never told of early cancellation fees.-Never told we were expected to review terms of service online.-Never signed paperwork that would have directed us to terms of service. Our only source of information at the time of sign-up was given verbally over the telephone and we were never instructed of our responsibilities.-The service provided not the one advertised. Current service is slower than any wireless internet we have used (a minor inconvenience) and often takes several minutes for pages to load or they dont load at all and result in time out message after several minutes (an unusable service).-Certain programs necessary for online graduate school wont load unless cookies are cleared each time.-We have called customer service 5 times since October with no offer to come to our house to fix problem. Problem worsened over time. We are now told to pay $370 cancellation fee and must remove the satellite from the second story of our home ourselves.Desired Settlement: We would like Hughesnet to properly remove satellite from our home. We will return modem as required by Hughesnet. We request not to pay $370 cancellation fee because service was never provided as advertised as the internet did not work and Hughesnet would not come to our home to evaluate.

Business

Response:

February 25, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on September 11, 2013. On November 1, 2013, **. [redacted]’s called to request to cancel and accepted a retention offer of a service upgrade and $20 discount for 12 months. Regarding **. [redacted]’s statement that he called during the first 30 days to inquire about canceling, it was actually past the 30 day period to cancel without penalty. On February 3, 2014, **. [redacted]’s service was canceled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $355.00.

Regarding **. [redacted]’s request to cancel without penalty, 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. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $177.50 to his account representing half of the early termination fee and that amount has been refunded 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: My mother ordered Hughes net internet service prior to her passing on November 12,2013. I called to notify Hughes net of her passing and was told I could not cancel her service until I provided a death certificate. Meanwhile Hughes net continued to charge her account for monthly service. The death certificate became available on 12-5-13 and was faxed on 12-6-13. I kept the fax letter stating the transmission was complete. I called on 12-16-13 to go forth with canceling the account and they stated they haven't gotten the tax yet that I needed to re-fax and wait another 48 hours then call back again and do all this foolishness again, maybe if they haven't lost the fax again.Desired Settlement: I want service cancelled and her estate given the refund for nov and dec. I also want this company to provide some sort of compassion toward the family of those who've lost a loved one and now has to deal with this type of absurdity

Business

Response:

December 30, 2013

**. David [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted] – For [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 16, 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 **. [redacted] has some concerns regarding the cancelation of her deceased mother’s, ([redacted]) HughesNet service.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate **. [redacted]’s account was activated on May 16, 2012. **. [redacted] contacted our billing support team on several occasions to cancel her mother’s account, unsuccessfully.

**. [redacted]’s account was not closed as requested on November 18, 2013. Hughes will credit and refund the service charges following her attempts to close **. [redacted]’s account. A two month service refund of $115.20 will be refunded, in the form of a check to the estate of **. [redacted] at the end of January, 2014 to the billing address on file.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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

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

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: Service too expensive. Does not work well. Will not send statement unless $5 month added. Cannot cancel unless pay $400.

I wasn't told about. $400 charge if we cancelled service. They will not send a statement of any kind unless we pay $5 more. We pay over $60 a month and internet rarely works and cannot use much or with direct tv or we run out of time. It is ridiculous to pay for something that does not work well or can't use much and cannot cancel! This is the worst business I have ever dealt with and had to use because it was only one offered in area. That is a monopoly and taking advantage of people. I want to cancel it but do not have $400 to blow on something that doesn't work well anyways.Desired Settlement: I want to cancel the service without paying $400.

Business

Response:

February 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on October 26, 2013. Relative to **. [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. Regarding **. [redacted]s’s request to receive invoice billing at no additional charge, Hughe’s subscriber agreement contains specific language that states invoice billing is available but at an additional charge.

“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.”

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. **. [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical support. If her speeds are below average speeds we would be happy to offer advanced tech support to **. [redacted] to insure that her service is operating as it should. 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. If **. [redacted] still wishes to cancel her service she will be within her contractual agreement, and an early termination fee will be a valid 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,

Executive Customer Support

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

[email protected]

Review: The company lies and also charges my card without convent.

The company would not let me out of contract in the 30 days like they promised. The services were not what I was promised to get. I called the company at least twice a month to get faster service or to get out of the contract. They lied when they told me that they would cancel my service for free. They charged my credit card several times for unauthorized fees. The company told me that I would be charged $15 per month for every remaining month of my 24 month agreement. I had the service for 6 months and they charged me for 24 months of service although I had asked to cancel within the legal 30 day trial period. This company lies, cheats and steals.Desired Settlement: Full refund of the cancellation fee and last 4 months of service charges I incurred when I wanted to drop the service. The full amount would be $475. I also think that this company needs to have the customer sign an physical document for agreement with future customers and provide them with a physical document of the agreement as well.

Business

Response:

May 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 letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Please be advised that when **. [redacted] subscribed to the HughesNet Service; she expressly agreed that she would be subject to an early termination fee in the event she 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 addition, customers are required to initial and provide their signature upon installation that they agree to the terms and conditions of our service. “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, the account is currently cancelled. After cancellation, we issued refunds of $177.50 and $84.99 totaling $262.49 which covered the early termination fee. The early termination fee charged to the account totaled $256.27. Unfortunately, we will be unable to issue any additional refunds to the account. **. [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:

[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:

Review: I contracted with HughesNet on approximately January 2013 for internet services. Since the day this service was installed, I have had numerous problems. Sometimes the service works and sometimes it does not. The days when it does not work there are not weather issues to interfere with the service. I have called numerous time to complain about the services with no avail. I have requested the contract be cancelled two time and each time they want to run test on the system with no improvement of services. I previously had service with a cell phone carrier with no issues or problems. Now they are telling me that they need to send out a technician. The technician was supposed to come out today and the tech called to tell me he can come today but he can not fix anything if he comes because he has no parts. I just want my service contract cancelled due to the face that it does not work and when it does work it does not work correctly. I am tired of getting dropped from my school websites or having to reset their modem and restart my computer every time I use their service just to try to connect to the internet. This is one of the lucky time that I have been successful at connecting to the internet without getting dropped. I would also like to be refunded for services not rendered.Desired Settlement: I would like a refund for services not rendered and cancellation of contract without an early termination fee or any type of fee.

Business

Response:

June 21, 2013

Review: I signed up with this company for internet services and was not told that it was a contract service, I was told that I could cancel at any time with no obligation. But when I called to cancel they told me I would have to pay a $400 cancellation fee and $100 equipment removal fee. I was told something different and that's what I expected. So when I called asking for their corporate number they told me they didn't have one and they couldn't help me.Desired Settlement: To cancel my services without paying the cancellation fees.

Business

Response:

February 20, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on December 14, 2013. On January 29, 2014, **. [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 $378.08.

Regarding **. [redacted]’ 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 $378.08 to her account representing the early termination fee. **. [redacted] will receive a refund check in the amount of $378.08 as long as there are no disputes or reversal of charges from her bank.

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]