Hughes Network Systems

Review: Internet satellite equipment that was supposed to have been installed at my residence was installed in another individual's residence, and vice-versa. We continue to get overdue bill notices when the other customer fails to pay bill and customer support has not resolved issue. This has been occurring for the past 3 months. When I ask for an e-mail address or avenue to file complaint, I am told that information cannot be provided. When I am told that supervisors will resolve this problem and contact me the following day, issues remain unresolved and follow up communications do not occur. I've spent many hours trying to get issues resolved and questions answered, to no avail. Company demonstrates no transparency in communications, no ownership or responsibility to resolve customers complaints, managers demonstrate no accountability to see that subordinates tasks regarding customers complaints are completed. This corporation appears to have no interest in providing a quality product or hearing from customers anywhere other than at the lowest level of the organization. I have a two page letter detailing every issue we have been trying to get resolved, but cannot get anybody to provide me with an e-mail address. I was lied to again yesterday when the customer support rep told me they could send an e-mail to our address that they have on file, and I could reply to that. I was skeptical of this, expecting that this would only get to the lowest management level possible. Fortunately I don't have to worry about this; no e-mail arrived. The e-mail address I have provided is my address; the e-mail address on our HughesNet account belongs to my wife. We can be contacted via either address.Desired Settlement: I require a phone call from an upper level manager to inform me of this companies plan to reimburse me for the time and effort I have invested to resolve their problems.

Business

Response:

February 18, 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 reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on October 25, 2013. It was discovered during troubleshooting that **. [redacted] was actually installed with the wrong equipment which was an inadvertent error by the installer. The explainable reason that it could’ve happened is the wrong equipment accompanied the wrong work order and was only discovered once the customer called to report problems with the service. This is not a common issue and steps will be taken in the future to prevent repeat occurrences. We realize that it was an inconvenience for **. [redacted] and apologize for the inconvenience as a result of the equipment being installed at the wrong locations. According to our records the problem was corrected as of January 31, 2014.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit in the amount of $190.00 for the first three months and prorated charges for the last month. In addition, **. [redacted] is receiving a $10.00 service credit for six months with four months remaining. Currently there is a credit balance in the amount of $190.00 on 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. 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: Since March 24, 2013, I have had 0 or slow satellite service with HughesNet. I have called on numerous occasions to have them service our equipment, to have them come out and say I have a signal and leave, but upon trying it, it is still slow or not working properly. I have explained that I need it for my at home photography business, where I upload numerous files and photos to the internet. I cannot upload using HughesNet's services. In December, HughesNet called me and noticed that I had not been using their services for quite some time and said they were sending out a service man for free. They asked me why I had not been using the internet and I stated that it had not worked since March and had called them numerous times concerning the matter, but had just given up trying to get them to fix the matter. They would not let me out of my contract, so I was paying $91 a month for nothing.

I am a service connected disabled veteran and have just medically retired, so we had no extra income to pay off the $400 it would take to break the contract.Desired Settlement: I would like the following to happen:

1. Refund of months of non-use of services (March 2013-January 2014) $1001.00

2. Release from Contract

3. No charge for release from contract

4. Postage to return equipment

5. Removal of dishes from my roof (pick up equipment)

Business

Response:

February 19, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on February 27, 2007. On October 26, 2012, **. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment and as a result if the service is cancelled during that period an early termination fee would apply. 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. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed.

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 credit of $160.00 to her account representing two months of service and we will waive the early termination once she cancels her service. **. [redacted] will need to contact customer support to cancel her service. Regarding **. [redacted]’s request to deinstall the equipment, it is a billable service in the amount of $100.00. The tech will not remove the dish, mount, or cables. The tech only will remove the radio which is attached to the arm of the dish and leave it with the customer.

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: 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]

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: 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: 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: I contracted with Hughes net to provide me with internet service. I was very dissatisfied with their service , after the first month but paid higher monthly premium for faster service for two more months and was still very dissatiasfied with internet. Would become very slow and unable to access my dtv genie for recording progra**. I notified Hughes net that I was cancelling my service with them and was given instructions and sent material for returning their equipment. They continue to bill me for $300 could you please intercede for me and ask them to stop billing me for the payment as they have their equipment returned?Desired Settlement: They will stop billing me and acknowledge they have received their equipment.

Business

Response:

May 14, 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 service was activated on September 5, 2013. On December 3, 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 $385.00. Regarding **. [redacted]’s concern about being charged after she canceled, please be advised that the charge was for an early termination fee and not equipment. 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 circu**tances, 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 $150.00 to her account representing half of the early termination fee. **. [redacted] has paid $85.00 of that final amount of $385.00. 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]

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: 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: 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 signed up for Hughesnet internet through [redacted], I initially asked if it was unlimited internet and they stated yes. Then during the first month the service was extremely slow. I called and they stated I had the slowest internet and I had already gone over my usage. They stated they would give me a high usage for the same fee of $40. My bill has been $75 since then. I called and I am always outsourced to the Philippines. I cannot get someone in the United States.Desired Settlement: Canceled contract and no fees

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 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]’ service was activated on February 14, 2014. On June 18, 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 $370.00. 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 $370.00 to her account representing the early termination fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: Approximately two weeks ago,I had said company clean out my computer remotely.Due to slow downloading speed ?,of which hasn't changed a bit.It's taking them 5-10 minutes to download a page,or move to the next step on a page.I also had to this last week have my regular (staples tech. support), fix / clean out viruses.Not sure if it's related to hughesnet issues (cause)?.

Product_Or_Service: INTERNET

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

To be let out of contract without paying anything to them ($200.00),to leave the contract.As they're breaking the contract on a daily basis,connectivity issues.We're looking at going to [redacted] network,looks to be better,and will eliminate a bill (not getting any service from)in the first place.

Business

Response:

July 17, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. Relative to [redacted]’s concern, at the time [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” We value [redacted] as a customer and would need to send a technician to [redacted] site to uncover any underlying issues with his service. Hughes can create a complimentary dispatch. If [redacted] still wishes to cancel his service; Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. [redacted] would need to contact me at the number below to bring closure to his 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. 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, Ecole F[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: I'm constantly without service,9 times out of 10. I have NO connection, or it freezes on me in the middle of banking. But yet they continue to charge me the full rate regardless, this is a rip off. And I have been telling friends / family this as well, giving bad word of mouth, I have also contacted the FTC (federal Trade commission). Who can do more forme (federal) ,and know I have contact with both of my Senators (federal) where I do get satisfaction. MY computer is brand new when we got Hughes net, so if there's anything wrong to it ?,They did it, to the computer remotely. Typical big business - ONLY care about the money,NOT the service / product.

Regards,

Business

Response:

July 28, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. Relative to [redacted]’s concern, at the time [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “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, our offer stands and we would need to send a technician to [redacted] site to uncover any underlying issues with his service. Hughes can create a complimentary dispatch. We can also troubleshoot remotely. [redacted] would need to contact me at the number below. If [redacted] still wishes to cancel his service; Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. We attempted to notify [redacted] of our decision on 07/28/2014. [redacted] would need to contact me at the number below to bring closure to his 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. 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, Ecole F[redacted] Executive Customer 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 response because: Of very POOR service and connection,being lied to repeatedly (credit to account)=NOT seen.

They have broken the contract by lying to me,ripping me off monthly (billing for service)NOT received. We're only able to get on the

internet 9 times out of 10 (maybe ?).That's if it doesn't FREEZE in the middle of something when we do get on ?,I sent them an email that.

For every month here on (until contract ends-2/2015),I'm going to file with you and the Federal Trade Commission for (FRAUD,THEFT,LYING).

IF THERE'S ANYTHING WRONG WITH OUR COMPUTER-VISUSES ?, (that they're claiming ?),THEY DID IT / PUT IT IN REMOTELY.The only thing I will accept is that they come take their equipment (we pay NOTHING),they broke the contract - NOT US. NOT to

mention I will be telling friends / family on facebook,etc. that they're thieves and liars (I won't be slandering them either).

I work in a hospital,am affiliated with the VFW (grew up in-grand-father was a WWII vet - Pearl harbor,korean wars),and have many

friends in the fire service,and contacts with state and federal SENATORS.Regards,[redacted]

Review: I had their service installed on May 27th at our new house. We moved in on May 29th. On May 30 th the service was so slow I called to get help getting it figured out. I was told that is now there service works, after you use so much it is slowed down below the speed of dial up. I asked why I was never informed of this prior to purchasing and was told that they were sorry for the miscommunication but that's how it is. After 2 hours on the phone an agreed refund was to be processed on my account in two different amount. The first for 191 immediately and the second for 200 immediately after they received their equipment back. Well 1 month later 22 business days to be exact and I still have not received either. Every time I call I am told the refund is processed on my account and I should receive it in7 to 9 days. Well that time is way passed. I just want my $391 back as I have already went back to my prior Internet that was slow but at least they didn't tell me it was fast reliable Internet.Desired Settlement: I want my 391 back that I paid and in a reasonable amount of time

Business

Response:

July 22, 2014[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [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 about her account and is seeking a refund.“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”After further review, we have issued a refund to **. [redacted]s’ account of $391.37.**. [redacted] has verified that she received the refund on her credit card and has no further issues with Hughes.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.Sincerely,[redacted]Executive 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]

I called Hughes net to cancel my service since we were moving out of state. The person I talked with said they would do a suspension but did not explain that if I did not call in after 90 days I would be charged a fee. After the charge appeared on my credit card bill I called to see what it was about then they told me, but said they could see that there was no usage & that they would reimburse me. I thought it was taken care of! The next month I received another charge on my card. I called them again and they said they would cancel the account and reimburse me for that charge but not the previous charge. Hughes Net is NOT AN HONEST COMPANY!!! I would not recommend this company to my enemies!!!

Somebody needs to do something about this company. The service is so slow, and often doesn't work at all. Early in the morning we are already low on data, even though we haven't been on the computer. Our phones, I-pads, or laptops are constantly buffering. We don't download movies or play games. We were buying tokens on a weekly basis. We go to other peoples houses to use their internet, yet we pay the highest price for internet. (Close to $90 a month.) We didn't have internet for more than 2 weeks, and when I called they said it had to be realigned. It was going to cost $125 for them to send someone out. We decided that we had dealt with too many problems with this service, so we tried to cancel. It took a couple of phone calls. My husband got very frustrated because the employee continued over and over to try to sell different plans. After working long hours at a very stressful job, the last thing my husband needed was to argue with someone to cancel something we no longer wanted. I could go on and on, but I am too disgusted to write more. I hope that we do not have any more problems with this company. We received the return kit today, and I had to have someone come over and take down the equipment. It is boxed up, and I will be shipping it tomorrow. I had better not have any more problems, or any more money taken out of our bank account!

I have been dealing with Hughesnet for about 4 years now. I can say that their service is the worst I have ever used. Anytime you have to call to make a billing change, try to get someone to fix a problem, or ask why you haven't had service for a day and a half, the employees very rarely have good English skills. They read from a script, do not understand specific questions, and will skirt around transferring you to a supervisor, but are quick to pass you off to a different department where you explain the whole scenario all over again with no results. I have spent hours on the phone with them before. Most recently, after having cancelled my account completely (moved away from the service address, transferred equipment to new tenants via Hughesnet, told I was completely free of this company) I was billed for almost $200 a couple months later. I tried to get them to remove the charge. I still have not succeeded, though I've spent an hour talking to two different people and was refused communication with a supervisor. I was told to call the tenant and see if they were still using the equipment, or call the installer to find out if they had picked up the old equipment or not. The service, when we had it, was spotty, and even though we paid $50/mo for service, were unable to do simple things like load a picture-heavy webpage or watch short videos. It would go out for a day or two at a time about every couple months and they were never able to diagnose the problem.

HughesNet has the worst internet service and customer service I have ever experienced. I was forced to enter a 2-year contract with them but the service did not live up to my expectations and I was still expected to either complete the contract or pay a termination fee. I was also not informed that the internet service had a limited data allowance and I was forced to purchase additional data allowances. The internet service was very expensive and extremely slow. Every month, there seemed to be one issue or another and I had disagreements with customer service. The customer service team has no work ethics and was not concerned about my satisfaction with their service. When I moved and had other internet options, I canceled my contract. I was then told that I would receive a box to return the equipment. It took two requests to get the box, receipt of the equipment was not confirmed (like DISH was kind enough to do) and then a false claim was made that I was told that I was expected to get on my roof to remove a radio transmitter and that if I didn't, I would have to pay an additional fee. Even though I changed my address, I did not receive a current bill itemizing the early termination fee and then my husband was being harassed to pay the bill even though his name was not on the account. In fact, when they called him to collect, they refused to tell him the balance on the account but expected him to pay it. HughesNet did not call me once about the balance. This has been an awful experience and the company has lousy employees and low standards.

Hughes Net could not provide quick Internet service until I upgraded to Gen 4. After upgraded to Gen 4, the cost of 10 Gigabytes of data was only supposed to cost around $60 but quickly climbed to over $80, well out of my budget. When I found a better service that allowed me unlimited data I paid $100 to finish my contract that I had held with them for 3+ years. They give me only 21 days to send back the radio, power supply cord, LAN cord and modem. I had extreme difficulty getting the radio off the dish, being it was located on my roof. However the company threatened me with a $200 charge if it was not in the return kit, and $100 if they had to send a technician out. It is scandalous how they treat customers and I will not ever return to this company for business.

absolutely the worst. while the actual internet is of somewhat decent quality, the billing errors and the lies they tell you to get you to sign up are a ridiculous waste of time. I have had the service 3 months and all 3 months I have had to call and complain. amount of data was lied about from the beginning. I was told I could watch 20 movies a month on netflicks, nope, more like 2.. then they upped my data to compensate for that lie, and billed me for it even though they said it was a comp. then when they credited that mistake, they deleted my antivirus that I was PAYING for.. now they are trying to tell me that I cancelled the damn antivirus, when I didn't.. so I have to go in and download and request it again. I go in to do that, and now, it says my plan isn't eligible to purchase, and I have to call them to have them put it back on. since I am already on the phone with them I ask them to go ahead and put it on and NOW they are telling me that it will take 3 + business days to be able to "escalate" it to be able to buy something that I already purchased. I am so frustrated at this moment.