Hughes Network Systems

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 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: 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: Internet service that was provided was unusable due to slow connection speed.

I signed up for Hughes net internet service in Nov. 2013 they immediately charged my bank account $61 for the first thirty

days. The person who took my order said if I was not happy with it I could cancel within the first month. Well the first month

I called about the slow connection speeds. While the people I talked to were nice they did nothing to help. At the beginning of

the second month after they took another $61 my connection was slowed to a point where it was unusable. I immediately contacted my bank so they could not charge me again. I called Hughes net and explained the situation and said I would like to return their equipment since I would not be allowing them access to my bank account. After many calls re explaining to them I finally got

a box for returning the equipment.. On Jan. 21 2014 I sent the equipment in the prepaid box they provided. I thought the night-

mare of dealing with Hughes net was over. That was until today Jan. 30 when I received a letter from a collection agency

for $700+ dollars. I will be filing as many complaints as I can think of to try and alert people to this horrible company.Desired Settlement: At this point I want Hughes net out of my life. I feel I was lied to and they misrepresented their

service. I returned the equipment as they requested.

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 representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 4, 2013. On October 17, 2013, **. [redacted] called to state he was experiencing slow browsing but wasn’t near his modem to troubleshoot with technical support. **. [redacted] was advised on how to check his speeds on Hughes’ customer support center and advised to call when he was at his modem to troubleshoot. On that call, **. [redacted] stated that he was thinking of canceling his service and agreed to call back. **. [redacted]’s next communication was on December 4, 2013 asking where he can send his equipment. There was an attempt to transfer **. [redacted] to account management to follow cancellation procedure; however **. [redacted] disconnected the call prior to being transferred. **. [redacted]’s account was canceled on January 4, 2014 due to non-payment. On January 18, 2014 his account was billed in the amount of $716.17 which included a $400.00 early termination fee.

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 $236.12 to his account representing half of the early termination fee and the remaining service charges. In addition, **. [redacted]’s account has been credited in the amount of $322.50 for received leased equipment. The remaining balance on the account is $200.00.

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,

Executive Customer Support

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

[email protected]

Review: My wife signed us up for HughesNet internet and telephone service because it was recommended by [redacted] as a very compatible provider for satellite television. When discussing the service with my wife, the customer service representative (CSR) asked standard questions regarding internet usage. My wife responded to those questions stating that we use the internet for researching information on the internet, email, social networking, and watching on-demand television and movies. The customer service representative stated that the policy that would meet our needs would be the NextGen4 with 5G of service.

For the first two months of internet we were pleased with the service but we did not attempt to watch on-demand television or movies. By December (our third month of service) we were having issues downloading a movie on-demand. This was on the 2nd of December. We continued to have problems with on-demand service until my wife called HughesNet on December 7th in order to attempt to resolve the issue. The CSR was polite and told my wife that we had used up our bandwidth on the 2nd of December when it was just reset on the 1st. My wife then explained again to the CSR what we used the internet for and again the CSR stated that for our needs, the 5G should meet those needs. The CSR gave us 2G of bandwidth to help with our troubles. We continued to have problems with on-demand movies and television shows and suspected it was a problem with our equipment and decided to wait until January to contact them again.

Two days ago, my wife contacted HughesNet again to talk to a CSR about the lack of service being provided as we attempted to watch a show on-demand and the show would not download. The CSR gave us 4G additional bandwidth which allowed for the downloading of one show from on-demand and while attempting to download a second show, the bandwidth was to slow and we were only able to download 55 minutes of an hour long show.

My wife called HughesNet again tonight in an attempt to resolve the issue. The CSR she spoke with informed her that we would only be able to download two HD movies or two to three HD shows a month on-demand. Though we do not watch a large amount of on-demand television, to think that 5G a month would be suitable for us, as we were told during the sales presentation, is outrageous.

Fed up with the service we received from HughesNet, my wife contacted another internet provider who stated that we would receive phone and internet service along with an additional service for $10 more per month than the $97/month we are currently paying and this plan offers unlimited bandwidth. When my wife talked to HughesNet about canceling our service, the CSR stated that it would cost $460 to cancel both the internet and phone service because 20 months still remains on our contract for internet and 8 months remains on our contract for phone. This means that the misrepresentation by the CSR is going to cost us $460 to cancel a service that doesn't meet the needs identified by CSR when they stated it would. There is a general understanding that if someone cancels a service because they simply don't want or need it then a penalty or buy-out of the contract is required. The problem with this fee is that the service promised doesn't match up to the service provided.Desired Settlement: We understand that it is unrealistic to expect not to have to pay some sort of fee for canceling our service early. Our desired outcome is to meet in the middle and be able to buy out of our contract for $230. We were misled by the sales presentation but we also signed the contract so I believe it should be a shared resolution.

Business

Response:

February 10, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. Dennis:

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. Regarding **. [redacted]’ 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.

After further review, we will cancel the account waiving half of the early termination fee. We would need **. [redacted] to contact me at the number below with his preferred cancellation date. **. [redacted] needs to ship back his equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment 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. 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 cannot use internet due to incorrect charges company has again begun adding to my acct. Previously corrected by [redacted]/adv billing but started again.

I filed a Revdex.com case in July 2013 when Hughesnet was adding charges to my acct that were not disclosed to me at time of startup of service and had, without authorization, taken money out of my checking account. [redacted] from Hughesnet advanced billing contacted me via email regarding my Revdex.com complaint and corrected my bill and removed all of the charges. My bills have been correct since that time (Aug-Dec 2013) with each of my bills being $62.88, except for one month when I did purchase a $5.00 restore token. This month, my bill suddenly jumped to $180 which is three times the normal bill and, again, Hughesnet added multiple incorrect charges to my account. I have had to call 3-4 times a day trying to get them to remove charges. They still have not removed the $9.99 rental fee and prorated $3.33 rental fee which were some of the charges that [redacted] from advanced billing in June stated I did not have to pay and have not been on my bill since my previous Revdex.com filing. Suddenly, Hughesnet again began adding these charges. I have paid my normal bill amount of $62.88 for January and my next bill is not due until Feb 13, however, Hughesnet has refused to remove these incorrect charges despite them not being on my previous bills and has refused to remove the pop-up window that keeps me from being able to access the internet. I use the internet both for my job and also for my children for their homework. Yesterday, I called and spoke to a female representative who stated she could see the error and would have the pop-up window removed within an hour. When it still did not go away, I called again last night and spoke to a male representative who verified that the female representative had put a note in the system stating that she had told me that the window would be removed, but he stated that he now would not remove it unless I paid the incorrect charges. Today, I chat messaged with a representative online and she stated that she could see that I have not been charged those fees since my previous Revdex.com filing was handled by [redacted] in their advanced billing dept in July, but that they still would not remove the incorrect chages now even though they are the same charges he removed in July and I have not been billed for since July. During this most recent call with Hughesnet, they have stated that instead of removing the charges that they want to again call me via telephone despite the fact that I have now spoken to them more approximately 10 times and they have still failed to remove the pop-up windown. I want the pop up window removed so I cann access the internet service I am still be billed for and the incorrect charges removed. I should not have to call 3-4 times a day and I should not have to fight to have a bill corrected that has remained consistently $62.88 and then jumps to $180.00 when nothing has changed with my usage.Desired Settlement: I want the pop up window removed and the incorrect charges removed from my account.

Business

Response:

February 10, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on May 13, 2013.

While reviewing **. [redacted]’s account, our records show that **. [redacted] called and had concerns about what she was being charged for beginning with the second bill. **. [redacted]’s first bill consisted of monthly service in the amount of $59.99 plus $9.99 for the modem rental and $11.95 for express repair which can be removed at any per the customer’s request and a $20.00 service credit for three months. While speaking to a member from our department in June of 2013, **. [redacted] indicated that she wasn’t informed of the lease fee and wanted to remove the express repair. The charge for the lease fee was improperly removed and **. [redacted] wasn’t billed for it from July thru November of 2013.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We have waived the current balance of $58.07 and explained in detail the validity of the lease fee. At this point **. [redacted] has requested to keep the service canceled and has until March 30, 2014 to reactivate it. **. [redacted] has also been informed of the early termination fee should she choose to keep the service canceled. We informed **. [redacted] of our decision on February 10, 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,

Executive Customer Support

[email protected]

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: 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 have been having a problem with my internet for the last month we keep calling them and they say there is nothing wrong now they r sending a tect out to fix the problem but they r charging me 29$ to have them come out and will not credit any money back for the time we could not use the internet they said there is a problem with our satellite ailment I don't see why I have to pay to have them come out to fix there equipment that they put up.Desired Settlement: get a refund for the past month and not charged to have it fixed

Business

Response:

August 19, 2013

Review: Already have had problems with this company, they settled for no increases for 2 yrs, one month later, increase, they said no taxes now there is about six. You have a record of other indivduals and I submitted and this site is the worst I have ever used. I also have a tape(for quality purposes), from DC of a company REP. They also used my credit card for billing after I chose not to use it.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Removal of all equipment and repair to my house, FCC investagation of illegal advertising and fraugulnet billing.

Business

Response:

May 14, 2013

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: Hughes net double charged my credit card.

Hughes net installed Satellite internet service at my home in Oct 2012. My credit card was charged 464.47 on 10/24/12. The service did not work, and after two technical assistance calls and a site visit from a technician, I canceled the service within the 30 trial period based on the technicians suggestion. Hughes refunded me $17.17 on 12/14/12 for the account set up fee but refused to refund the charge for equipment until it was returned. Hughes net would not tell me where to return the equipment, and said they would send someone out to get it. After 2 months of waiting and many calls to Hughes net without any resolution, I called my credit card company ([redacted]) and started a dispute. [redacted] reversed the charges of 446.73 on 2/8/12.

[redacted] contacted Hughes and got the address to ship the equipment, instead of waiting for someone to pick it up. I agreed to ship the equipment myself, and [redacted] re-credited Hughes the reversal of 446.73 on 3/13/13.

I shipped the equipment to Hughes.

On 4/6/2013 Hughes charged my credit card an additional 446.73. I called Hughes and they refunded the charge for the equipment, $200 on 5/13/2013, but refused to refund the duplicate charge of 446.47 that occurred on 4/6/2013. Attached are copies of my credit card statements and a spread sheet summarizing all of the charges and credits. Hughes net still owes me 495.03. I have called many times and faxed over all of my credit card statements, and they refuse to refund money. So far I have been charged a total of $495.03 for a service that never worked.

[redacted] contacted Hughes and got the address to ship the equipment, instead of waiting for someone to pick it up. I agreed to ship the equipment myself, and [redacted] recredited hughes net the refund of 446.73 on 3/13/13.Desired Settlement: Hughes net still owes me $495.03

Business

Response:

Review: We were not informed of installation and equipment fees.

On March 30, 2013 I ordered internet service by phone via Hughes net toll free number. I gave them all the neccesary info, ssn, address, phone needed to process the order.We were under the impression that installation was free as advertised on the I nternet. The phone number associated with our account is [redacted]. The installation would be a few days later. On April and installation guy came and installed with no problems only that he informed us that we would have to buy our own wi-fi router when the sales rep said we would be provided with one. Then on april 10th we found a 440 dollar charge on our checking account via our debit card which we provided for monthly charges. Immediately my wife, [redacted] called the toll free number to find out what the charges were for. She was told that there was a 199 dollar installation fee and 199 dollar purchase price for the equipment. Our problem is that we were not informed of these fees. We thought that installation was free as advertised and there would be a rental fee for the equipment. She went through several sales reps and given a few case numbers, such as #[redacted], #[redacted] and one other which I cannot find. [redacted] spent hours on the phone with different reps due to calls being dropped. After finally speaking with someone in Account managemnt on april 11th, [redacted] was told that we would not be refunded any monies unless we cancelled the account and even then we would only be refunded UP TO 200 for the equipment after we removed and sent back the equipment. They would not refund the installation fee. We feel that this money has been STOLEN from us! If we had KNOWN of the charges, we would NOT have ordered the service. Even when the installation tech came and [redacted] signed papers, there was no notation of fees on the contract papers. We are due a refund due to fraudulent sales practices.Desired Settlement: Cancellation of our account and a refund in the amount of $440 which we did not authorize. Also, a installation representative should come and remove the equipment.

Business

Response:

May 13, 2013

Review: I got internet services with this company which I had was to pay for up front. I called many times to complain about the services aren't working they fiddled with the services over the phone and always told me "Give it 1 hour and it will be working fine" and of course it never did. I dealt with this for 3 weeks and I had enough and canceled my services. I want my money back due to the none working services and they refuse to honor this. Now I got another charge to my account months later for $212. I just want my money back and to be done with this company. Thank god I canceled my bank account to the credit card I have on file with them because they will be charging my account for outrageous charges.Desired Settlement: I want the total amount spent on the services to be refunded back to me in a check and mail to my P.O. Box

Business

Response:

September 5, 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, 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 6, 2014 and requested to cancel her service on May 27, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has be credited the disputed amount of $69.98, however there is nothing to refund at the moment because there is a balance of $142.02 after the credit placed on the account. There was a charge of $212.00 assessed to the account for unreturned equipment which consists of the radio transmitter that is attached to the arm of the dish. We can provide a prepaid label if needed for the radio to be returned without incurring shipping charges. Once the radio has been returned, the $212.00 will be credited to the account which will leave a credit balance of $69.98 to be refunded. 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]

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. But since I've canceled services with them I've called multiple times to get a box with a return label to return there property and as of yet I haven't received a box to do so. I've called the same day I made this complaint with Revdex.com and again few days ago. I refuse to spend any more money on this company to get a box and shipment costs.

Regards,

Review: I had hughes net Internet service for five months I canceled cause the service was horrible. Was told had to pay ETF in 30 days. Took money right out

I canceled my service with hughesnet before the 24 month agreement was told I had 30 days to pay. Service ended on july 31 2014 on aug the 9th they took 340 dollars out if my account unauthorized and won't give me a fefund ask to speak to supervisor was put on hold for ten months same guy came back on the line refuse to let me speak to anyone else.Desired Settlement: I just won't my 340 back.

Business

Response:

September 2, 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 her HughesNet service and is seeking the early termination fee refunded. “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.” “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” When there is unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. Multiple devices in the home will also contribute to usage on the account. In addition, customers’ computers and routers are checked to make sure this is not a contributing factor to excess usage as well. 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 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. After further review, Hughes attempted to work with [redacted] to try and meet her expectations with our service. However, in light of her difficulties we have agreed to issue a refund for half of the early termination fee in the form of a check totaling $170.00. The check will be sent to the address on file in (4) to (6) weeks. The equipment needs to be shipped back within 45 days of the cancellation date. A box and a prepaid label will be shipped to the address on file for the successful return. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that Mr. Teasley 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] Sr. Executive Customer Support ###-###-#### executivecustomercare

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: We have been current on our payments. One month we paid late due to a stolen credit card that we thought was being processed. When we found out we paid immediately. Six months later they stopped our internet connection because their system found a red flag from 6 MONTHS PRIOR! We had resolved that issue months ago. We have paid for services this month, yet they are not providing the service we paid for which is illegal. We want our money back for the time we have paid and our connection resolved! They are demanding information that is illegal for us to provide that has nothing to do with the situation. We have asked to speak with someone in corporate, but are told that they will not talk to customers, we can only contact through email. Well, I want to speak with someone over the phone, I want our money back for this month that we have not had internet and I want my internet connected or we will cancel service. We are extremely upset and have not been given the services we have paid for! What company in good standing would do that? None!Desired Settlement: We want a phone call from corporate, a refund for this month without service and reconnection for internet service by the end of the month! We would also like an apology for the inconvenience of being on the phone for over 2 hours while caring for 4 children!

Business

Response:

November 8, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]'s service was activated on November 17, 2012. **. [redacted]'s account was locked in September of 2013 for billing issues associated with her credit card. **. [redacted] was issued a credit of $38.37 for the time her service was interrupted in addition to a four month service credit in the amount of $20.00.

In light of the difficulties **. [redacted] experienced with our service, we have issued an additional $60.00 credit on her account to equate to a full month of service credit for September. We informed **. [redacted] of our decision on November 8, 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

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

Review: I have been a Hughes Net customer over a year now and I have had to have a service tech come out to my house 3 times now with 3 new modems and the problem ia still not fixed. I have called multiple times with the same issue, my internet service is VERY unreliable, and I am very unhappy with their customer service and how they treat people. My husband and I have to pay about $70a month for something we can never use. They will not let me cancel my 2 year contract (which I only have months left) either unless I pay over $200. I understand that I signed a contract but I also thought my interent service would work when I wanted to use it. We have had unreliable internet service since day one. They are very uncompliant with me and I feel as they just want our money and to not fix and figure out the problem. I would just like to wash my hands and be done with their company.Desired Settlement: I want out of the contract so we stop wasting money for something that does not work.

Business

Response:

August 2, 2013

Review: November, 2012 - cancelled internet service. Talked me into leaving the acct in tact, with a 6-month option to have it turned back on. They told me I would need to call them if we decided to turn the service back on. Feb, 2013 - [redacted]' Network Systems attempted to charge my credit card for unauthorized charges (without my knowledge). The credit card company declined the charge. March, 2013 - we received a letter and bill for $73.54. I called [redacted]' Net and told them we did not ask that the service be renewed (we do not have a computer in the house). [redacted]' told me they had it taken care of, not to worry. The case # was [redacted]. The cancellation confirmation # was [redacted]. We thought all was taken care of. Three months later, we get a bill from a collection agency for approximately $50 - $55. I called the collection agency, they said I have to call [redacted]'. I called [redacted]' and they said I have to call the collection agency. I paid the $$ just to end the hassle.Desired Settlement: In addition, we do not want this to affect our credit score. We also want other people to know how [redacted]' operates.

Business

Response:

July 29, 2013

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!

Review: customer service rep. stated that the company did not care about the customers and all they wanted was money and that there service was bad

I got gen 4 and kept running out of data so I called customer service about the free tokens the website says im supposed to get in black and white, he stated that the website was grossly outdated and that they didnt care about fixing its bad information and that they only wanted my money I was shocked as I have never heard of a rep talking like this about there own company we are not getting the speed we were promised or the credit that was promised in an email I still have they have missed charged me since I have owned the service I want to cancel my hughes net contract and no longer do business with the company for lying and misrepresenting there service which is Unfair or Deceptive Business Practices on hughes net part the installers and sales reps all lied about the service provided and also on a recorded phone call did not clearly state the terms or length of the contract I feel scammed by a national brandDesired Settlement: I would be satisfied with a cancellation of service agreement contract on hughes net end and a full refund im not looking for appology just make it right we no longer want to do business with a company who has employees who talk bad about there own company and misled me the customer

Business

Response:

July 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted] In response to your letter to the Executive Customer Support division of Hughes, we have 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 May 14, 2014. 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. If [redacted] wishes to cancel his service the early termination fee is a valid charge, however we are willing to apply a credit to the account to help offset the fee. We cannot honor the request to refund [redacted] for service that has been used. [redacted] was notified of the correct pricing and the fact that is was Hughes internet service on May 13, 2014 when he was still within his 30 days to cancel without penalty. We are concerned to hear that an agent spoke to [redacted] as he has detailed in his letter and we will investigate that matter as it isn’t a normal occurrence. 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]

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:

Darron W[redacted] Executive Customer Support lied TO Revdex.com and has further proven the lack of professionalism of hughes net when it comes to customer service BY TYPING A LETTER AND MISSPELLED MY NAME CALLING ME THE [redacted]????? AND NOT TRIED TO CALL ME OR EMAIL ME I am easily reachable by my phone number and email and I have not received any attempt to contact me to resolve this matter further I called and left a voice-mail for the executive to call me back I have had no phone calls this is a horrible company and I will be canceling my service and with hughesnet and will not ever pay any further bills or and contract cancellation fees AS I WILL LET THESE GO TO COLLECTIONS AND WILL NEVER PAY HUGHES NET IS A JOKE, A SCAM AND OVERALL A HORRIBLE COMPANY WHO HAS NOT LIVED UP TO THERE END OF THE CONTRACT THEY HAVE STOLEN MY MONEY AND VIOLATED THE FEDERAL LAW!!!!!!!!!!!!!!!!! do not get hughes net you will be making a huge mistake!!!

Regards,

Tony Brotherton NOT [redacted] as hughesnet called me called me, Really??? what better way to show you dont care about a resolve then to lie and avoid me at all costs??? you have no problem with my credit card number but cant call my phone number?