Hughes Network Systems

Slow and sluggish for online games & even with largest plan available, all data used in a couple of evenings of streaming moviesI explained my needs in detail prior to purchase (I work in the video game field) and was assured there would be no problemCannot cancel year contract without a huge feeHorrible customer serviceThey promise the moon to get your contract signed, then it's a "screw you, your'e stuck with it" attitudeDO NOT USE THIS COMPANY IF YOU NEED RELIABLE HIGH SPEED INTERNET!!!

July 31, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [redacted] Dear [redacted] : In response to your letter, it is our understanding that [redacted] has some concerns regarding his HughesNet service and is seeking to upgrade his service successfully After further reviewHughes will like to process [redacted] ’s upgrade in a timely mannerHughes will process a free upgrade charging his monthly service and any additional non-standard fees billable by the technician If [redacted] would still like to upgrade his service he may contact me at the number below We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Sincerely, Ecole F [redacted] Executive Customer Care ###-###-#### [email protected]

June 27, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 account was never commissioned and he requested to cancel his order which included an initial payment of $Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply** [redacted] ’s credit card has been refunded in the amount of $as of June 17, 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 considerationVery truly yours, [redacted] Executive Customer Support###-###-####[email protected]

July 1, "Tahoma","sans-serif";"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- 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 At the time ** [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.” 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 computerStated speeds and uninterrupted use of service are not guaranteedActual 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 As a result, there is currently a credit of $off for (6) monthsAccordingly, our engineers are in the process of reviewing ** [redacted] ’s service to uncover any underlying issues that may be present After review, if ** [redacted] is still experiencing issues with her service she will need to take adequate speed test in the morning, afternoon and evening as well as web responsiveness test to fully evaluate the parameters at which her service is operatingOur technical support can assist ** [redacted] on how to perform the test At this point, we will be unable to waive the cancellation fee ** [redacted] may contact me at the number below with any additional questions about her service We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

March 12, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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 matterIt is our understanding that ** [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ** [redacted] ’s service was activated on September 18, On February 15, 2013, ** [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 $ 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, 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 $to her account representing half of the early termination feeIn addition, there was a credit of $placed on the account resulting in a total credit of $That amount was 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, [redacted] Executive Customer Support ###-###-#### [email protected]

August 14, 2015Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] ***File# [redacted] Dear Mr [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms [redacted] has some concerns regarding his HughesNet service.Our Executive Customer Support representative 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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”If you cancel after activation but before the end of your 24-month term commitment, you will be charged both a Service Termination Fee and a Lease Termination FeeThe amount of the Service Termination Fee will be up to $The exact amount of the Service Termination Fee will be as set forth $for the first three (3) months after activation of the HughesNet ServiceThereafter, the amount will decrease by $per month for each month of active Service.In addition to the Service Termination Fees described in the preceding paragraph, if you cancel your subscription prior to the expiration of the 24-month commitment period, you will also be charged a Lease Termination Fee in accordance with the table set forth below:Lease Termination Fee ScheduleSize of Installed AntennaNumber of Months After ActivationAmount of Lease Termination Fee0.98m0-6$8000.98m7-12$6000.98m13-18$4000.98m19-24$200Further, you must return your HughesNet modem, power supply, and radio within days of cancellation date or be charged a $Unreturned Equipment Fee ($for the modem and power supply and $for the radio transmitter).For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment.We show Ms***’s account has been cancelledThe remaining fee is the lease termination feeWe have also sent off for the sales call remove to determine if Ms [redacted] was advise there would be no fees assessed if she canceled before days The equipment does need to be returned within days of the cancellation date to avoid the unreturned equipment fee.Ms [redacted] would need to contact me in (7) to (10) days for the results of the sales call.We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours,Ecole F [redacted]

February 20, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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 matterIt 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 October 28, On December 26, 2013, ** [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 $ 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, 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 $to her account in addition to the credit of $she received from our customer support representing the early termination feeThat amount was refunded to the card on fileWe left a message with our decision on February 20, 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]

We told them exactly what we used internet for, cyber school, Netflix, Hulu, ectthey said it would work for all the aboveStared having problems almost from day Called them they say we have used all are data for the month, we have only had this since AugEvery time we watch Netflix or Hulu we use it upWe made it clear to them that we have no cable and would only be watching the afore mentioned, that is no problem, they sayNow I'm told for more money they can upgrade or I can watch between 2am and 6am that will save dataWe were told it would hardly ever go out unless we had a hurricane or tornedo, we have lost it times because of very light rain and wind

I have had the 15mb high speed internet plan for months The highest speed it has achieved is 6.6mbps I have spent several hours on the phone to troubleshoot with tech team, and never resolved the issue I talked to a floor manager (Anna) on the tech team and per our conversation was told she was going to call backNo call as of days laterCall back and spoke with another person as they said I could not talk to same person and was told that a engineer was going to call me in min and it has been hours and no call I'm very dissatisfied with the entire processI do not have time for this, that is why I pay a premiuim for excellent service I would run like the wind and take your money to a better provider

December 2, 2016Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] Dear Mr [redacted] :In response to your letter to the executive customer care division of Hughes, it is our understanding that Ms [redacted] has some additional concerns regarding her serviceOur executive customer care representative reviewed all pertinent database records“To ensure fair Internet access for all HughesNet® Gensubscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speedActual 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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”At the time of sale; Hughes can only estimate what plan would be a great fit for customersIn addition, Hughes will troubleshoot by having customers’ connect directly to the modem to identify if there are any underlying issues directly with Hughes equipmentThe last troubleshooting notes indicate Ms [redacted] issues were associated with her wireless router and not directly with Hughes’s service Please be advised when Ms [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected 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 feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policyIn light of Ms [redacted] ’s issues, Hughes will waive half of the early termination feeMs [redacted] would need to contact our customer support team at ###-###-#### by 1/02/and refer to case# ( [redacted] ) to process the cancellation.A box will arrive within 7-business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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,EF*SrExecutive Customer Support [redacted]

July 21, ** [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear ** [redacted] : In response to your third rebuttal letter to the Executive Customer Support division of Hughes, we are still requesting information to be able to access the account in questionTo reiterate, we would really like to be able to try and resolve ** [redacted] ’s issues but we need to be able to locate the accountIf ** [redacted] is able to determine what number was used to access the account by customer service we will be able to investigate ** [redacted] ’s billing concerns We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith 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]

[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.] Revdex.com: They never sent me no email about the discount ending and was not suppose to end till the end of October I was told and wrote it down I also did call them and ask them to remove my Guardians stuff and they said they can't unless there is another credit card on the file and in that case they're lying and falsifying stuff to make them look better 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, [redacted]

I was sold an Internet service through HughesNet that is a jokeI told them that my wife and I have a lot of grand kids and they watch movies and play games a lotMy wife and I use our internet for a occasional Netflix, ebooks, email and InternetI've never dealt with a company that provides a certain amount of data each month and told them I had concernsThey offer data plans (which most people don't understand) that they swear are fast and would easily cover our needsThey have to know that these data plans could not possibly provide you coverage for more than days out of the month and then u have nothingI ask them several times if this system would handle our needsThey assured me that this would not be a problem with they're data planWe have had it for monthI had to purchased extra data just a couple of days into the billing cycleI called today because I am out of data again and have days left in this cycle, they gave me token data because it was literally evaporating on us when we weren't on any device in the houseThen they said someone might be tapping into our data through our computerWe continued to lose data rapidly, then they said it might be the routerI bought a new router still have the same problemWe can not watch Netflix stream movies are back up shows on Direct TVI ask the represented if I could get a unlimited plan she replied noI told her that this data would not last more then are days, what will I do thenShe said it would not be a problem that I could just buy more data at that timeI was also told that if I would use and down load stuff between 2am - 8am that I would not use as much dataI don't want others to get sucked into thisI feel like the way they sell this is almost a scam

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I also have received all of the money owed to me because [redacted] approved it They approved it because I had a case open with them too because of the unauthorized withdrawals to my account I am done woth hughs ney and thank you to the Revdex.com for helping me#!! Regards, [redacted]

March 14, black;"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [redacted] Dear ** [redacted] In response to your letter to the executive customer support division of Hughes, it is our understanding that ** [redacted] has some concerns regarding his HughesNet service Please be advised when ** [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware fee in the event he cancelled the service prior to expiration of the service commitment period Consequently, we believe that we have a contractual right to assess these fees However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy After further review, we have issued a refund for the early termination fee in the amount of $to the credit card on file** [redacted] needs to ship back his equipment within days of the cancellation date to avoid being charged an unreturned equipment feeA box and pre-paid label will be shipped to the customers address for the successful return We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

September 11, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [redacted] In response to your letter to the Executive Customer Care division of Hughes it is our understanding that [redacted] has concerns regarding his HughesNet service Our Executive Customer Care representative reviewed all pertinent database records After further review, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes After further review, Hughes did issue a $credit to the account on 04/24/which applied to the early termination fee We have also issued a $credit on 09/11/that applied to the remaining unreturned radio feeThe amount due it is $ [redacted] may contact me directly for 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 faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

July 18, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt 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] ’ service was activated on June 5, Relative to ** [redacted] ’ concerns in regards to Hughes not having unlimited browsing, our service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per monthYou can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesRegarding ** [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 agreementAll customers are given days to cancel without penaltyWe believe that we have a contractual right to assess these feesHowever, in recognition of ** [redacted] ’ circumstances, Hughes agrees to make an exception regarding our cancelation policy if ** [redacted] decides to cancel his serviceWe will apply a credit to the account to offset the early termination fee if the account is canceled before August 5, 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 considerationVery truly yours, [redacted] Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Hughes net contacted me via phone on Thursday, they said they would call me back that evening at 7PM when I was at home near my computerThey have yet to call me backThey did the EXACT same thing that they have been doing to me for monthsPromise to call, promise to do something, when they know they are going to do nothingNot only that, they are still telling me my service has been upgraded, when is has not, I have gone through this with them several times, and every time someone calls me, they do not seem to know anything about the previous several calls that have taken place, I have to re explain everything to them, they will not listen, and make me do the same things over and over again only to end up with the same result, and tell me they will call me back, which they never doEvery time I call them, (because they haven't called) there is some reason they need to call me backWhich again, THEY NEVER DOBeyond frustrated!Regards, [redacted]

I do not even know where to begin with all of the issues I have had since allowing this [redacted] company to service my internet needs Let me start with the fact that when I signed up I was offered free phone service I found out the day my invoice was posted (and immediately debited from my back account, without my consent) that I was being charged $for the phone service I was charged $ I also ran out of data immediately Found out from the customer service that we only had 10GB from a.m- 2:a.m(Because that is when the highest streaming volume happens) and 50GB from 2:a.m- a.m REALLY!!!!???? I had to call about my phone charge and was told that I had a day grace period to cancel the phone service and the grace period was over and I will be charged $cancellation feeI DIDNT EVEN KNOW I HAD SERVICE SO MY GRACE PERIOD SHOULD START FROM WHEN I KNOW I HAVE SERVICE!!! I said that and more to the agent and was promptly waived the fee and credited my account However, I had just had the customer rep remove my credit card from their file so I would not be auto debited each month I was not seeing a credit to me for my phone service after a few days so I called back...low and behold I need A CREDIT CARD ON FILE to receive my refund I had to put I back on file for the refund After I was refunded, I contacted them twice to remove my card info and it was not done I was also informed on my second attempt to have my card information removed that if I choose to accept paper billing, I would be charged $5!!!! YOU ARE SERIOUSLY GOING TO CHARGE ME TO BILL ME FOR YOUR C [redacted] INTERNET SERVICE THAT I HATE WITH A PASSION!!!! I don't want auto debit because they don't even give you a chance to review your invoice before they take the money from you THEN TODAY!!! I receive an email from them confirming with me that I activated the voice service on my account OH NO I DIDNT!!!! I call and the rep says I do not have voice service activated...I don't buy it I'm sure I will be charged on my next invoice This company is the worst company I have EVER dealt with for anything in my life I consider myself to be pretty patient, but I cannot hold back the anger I feel when I have to call theses is Every time I see their commercial on television, it makes me angry The Revdex.com is a joke if this company does not have an F rating However, if you purchase their services, it's much easier for "their opinion" on the things they review to be that of a good standing company DO YOURSELF A FAVOR DO NOT PURCHASE THIS SERVICE I would rather look through and encyclopedia and send a handwritten letter to someone that deal with these jokers I think it's funny that when you look at the complaints for this company there is a message stating that due to the high number of complaints, not all complaints can be shown If my complaint makes it on the list, I will be shocked as I am also calling out the Revdex.com Get it together The Attorney General's Office needs to do something about this company and investigate its business practices I will quit ranting because my blood pressure is peaked right now

August 19, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear *** [redacted] : In response to your letter to the executive customer support division of Hughes, we have previously attempted to contact [redacted] and have responded to two letters assigned to complaint ID [redacted] to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding her service Regarding [redacted] ’s latest concern, our records indicate that a complimentary dispatch has been scheduled and completed to resolve her intermittent browsing [redacted] ’s pole was reset and her dish was repeaked for optimum signalWe 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 considerationVery truly yours, Darron *W [redacted] Executive Customer Support [redacted] [email protected]