Hughes Network Systems

When I called to cancel my service due to a military move my house that I was selling was taking the satellite down. I asked the representative if I needed to return the satellite. He said no and to just throw it away. He didn't mention that I needed the radio transmitter on it. Three months later, my credit card was charged $217. When I called and they explained it was because I didn't return the transmitter I explained that I was told to throw it away. They looked up paper work and said that the agent specifically checked that he told me to keep it and return it. Why would I throw it away if he had told me that? I understand he probably put that not to lose his job, but now they charged me for a piece of equipment I was told to throw away! DO NOT USE HUGHES NET!

Review: I have a 2 year contract with HughesNet to provide internet service including email. I cannot access my HughesNet account because I will not download a Foxfire browser. I will not download this browser because it conflicts with some other software on my computer. I was not told when I signed up for the service that it works best with Foxfire. In fact, I specifically asked if the service worked with Internet Explorer, and was assured that it did. I have called numerous times to have my account unlocked. On April 1st, I called at 6:01 PM. I asked for Technical Support, and was transferred. I spent the next hour speaking with a technical support agent, who had me to try various things to allow me to access my account. Next, I was tranferred to what I was told was "Tier 3" support, where the technician repeated many of the procedures attempted by the first agent I spoke to. After another 52 minutes on the phone with technical support, the agent told me to wait an hour and then call back. As I had to get ready for work the next day, I did not call back on the 1st of April.

On April 2nd, I called HugheNet, and asked for Account Management. The representative aske what the issue was, so I gave an account of the previous evening's phne conversations. The agent asked me if I would be willing to let them troubleshoot again. When I agreed, she transferred me to Technical Support. Once again, the technician went through the same procedures as the previous evening. I again asked to speak with Account Management. I was transferred to a man named [redacted]. I advised [redacted] of the issue, and asked that my account be cancelled. He said that they could do that, but I would be subject to their Early Termination Fee. I stated that I didn't think that was fair, as I had made several attempts to get the issue resolved. [redacted] then stated that if I would be willing to allow their advanced technical support team to troubleshoot, if they were unsuccessful in resolving the issue, then he would cancel my account and make sure the Early Termination Fee was waived. I asked if "advanced technical support" was the same as "Tier 3" and he said it was. I advised him that I had already worked with them, but I would be willing to try one more time. He said that he was going to note that in my account, and then tranfer me directly to "Tier 3".

Once again, I worked with a "Tier 3" technician, who was, again, inable to resolve the issue. The tech then said that I would need to wait 24-48 hours for an engineer to contact me, since HughesNet was able to get into my account, but I wasn't. I told the technician that no, I will not wait for more troubleshooting, and to please transfer me back to Account Management. He said ok. After an hour of waiting for someone to pick up, I used another cell phone to call in. I spoke with [redacted]. I explained the situation up to this point to [redacted], and asked that he cancel my account and waive the Early Termination Fee, per my conversation with [redacted]. He said that he can't do that, and [redacted] was not authorized to make that agreement. He then informed me that there was no such comment in the notes of my account. I asked him if calls were recorded, and he said they were. I then asked him to pull that call so that he could hear [redacted] make that agreement with me. [redacted] said that calls were recorded for quality purposes only, and that he could not pull the call. I then asked for a phone number for Corporate. He said if I wanted to speak with them, I had to write a letter and mail it to Corporate. I asked if he was refusing to give me the phone number, and he said yes.

This morning, I "googled" Hughes Network Systems, and got the phone number. I spoke with [redacted]. After I advised him of all of the above information up to this point, he said that I had to speak with an engineer first, and that my contract could not be cancelled just because I didn't like the service. I told him it is not a matter of not liking the service - it is a matter of paying for a service I cannot use!Desired Settlement: I just want my service cancelled so that I can contract with an ISP that will actually work when I need it to. As I have made at least 2 efforts to resolve the issue, I do not feel I should be subject to the Early Termination Fee.

Business

Response:

April 19, 2013

Review: HughesNet advertised high speed internet service up to 15 MBPS speed. The speed was mostly consistent with dial-up (4-5mbps download, .06 mbps upload). I regularly called to complain about the speed and it would improve slightly for a couple of days, but then would go back to the speeds that made my internet unusable. I only had the service for 2 1/2 months and cancelled. I was unaware of a cancellation fee that incurs after 1 month of service. This is the outrageous fee of $400.

My complaint is that Hughes never lived up to their advertisment of the internet speed. I called constantly complaining about the internet speed. I was left on hold and/or transferred to multiple people that eventually resulted in being on the line with Hughes for hours (today was over 2 hours). This was on many occasions.

I cancelled the service and mailed their equipment back in January of 2013. I have an RMA that proves that I sent my equipment back, [redacted]. In April, they began unauthorized debiting of my account for service that had already been cancelled months before. Hughes would not refund the debit, so I disputed this charge with my bank and Hughes refunded the charge. They said that they reinstated my account and informed me that my account was not cancelled, but rather on suspension for the disputed charges, even though they confirmed receipt of my equipment.

Hughes has a recording for new customers to listen to. It is about 10-15 minutes long, which apparently contains a comment about early termination being 1 month. It is relayed in a cryptic fashion in order to deceive the customer.

I disputed the cancellation fee because I only had the service 2 months and the service was not usable. I paid both months on time and just wanted internet that worked, and Hughes never did.Desired Settlement: Between the unusable service, customer service and overall bad experience, all fees should be be waived. They have now racked up a final bill of 183.88, half of the $367.77, which is what they wanted before my 2 hour call today.

Business

Response:

May 6, 2013

Review: During the last three weeks I have spent about 10 hours on the phone with their technical support because my internet suddenly was almost unusable. It would timeout/give error messages constantly. I spoke with probably 7 or 8 different people, talked to various levels of tech support, and was told different things, but then that my modem was bad and that I needed a new one. I bought one for $164 and the problem remained the same. I called back and was then asked to pay $99 for home tech support who told me the new modem was defective and I needed it replaced. I called Hughesnet back and they told me the modem was fine. They said it was a bad transmitter and they would send a tech out. After about 5 days a tech came out and said both modems were fine (didn't need the new one) and replaced the transmitter - still had the same problems. He said he would "escalate" the issue. Never heard anything back. I finally got tier 4 support on the phone and he admitted it was a Hughesnet problem - gateway issues and that the service was overloaded - that is why I was having problems. No estimate on when it might be resolved. I was then told I had to return the old modem - which I had purchased and was mine - or they would charge me $125 for my own modem. I called today and asked to cancel my service and to return the new modem as it was not needed (according to their own people) I was told that the charge was valid and they wouldn't refund it. They still want the old modem (my modem) or they will charge me $125 - company policy. So if I don't send it back I will have two modems - I will have paid for three modems and still no functioning service. I then asked for a credit for the last three weeks since the service was so bad (I was told by tech support to ask for this). They told me since I could actually periodically access something that I had "service" and there would be no credit. So - after three weeks of unusable service, paying $164 for a new modem, paying $99 for tech support and still now usable service I have cancelled the service. I was on the phone for a long time with Account Management and they would not help me. I have multiple case numbers, pin numbers etc. detailing the case on file.Desired Settlement: I would like a refund on the new modem - I will send the old one back (although I think that is unbelievable that you have to return something you bought and that you own or they will double charge your for it) I would also like credit for 3 weeks of service and for the $99 tech support that just sent me back in circles to the other tech support. None of these ever addressed the issue.

Business

Response:

April 26, 2013

Review: Internet Usage Restrictions were not specified.

I contracted with HughesNet.com Gen4 for high speed internet. It was quoted by the salesperson as being High speed 10 to 15 Mega bytes per second. I contracted 10 megabytes. Salesperson did not tell me that it would be regulated or cut back when monthly quota was reached.

The person that came to install the Gen4 satellite told me they had just launched a new satellite that could handle any amount of usage and it would not have any restrictions.

after a short period of time the service would slow down to almost nothing and was no better than a dial up service.

When I called to complain they reduced 10.00 off the monthly bill for 3 months and gave some redemptions to use which would only last a few minutes.

the lady I talked to to complain did that leading me to believe that would give enough download time as I needed.

When I called to complain today and try to break the contract all they would tell me is they were only authorized to upgrade my service to higher usage availability which would cost more money in the long run.

I had already gone back to the previous service provider that also has High speed capability and no restrictions.Desired Settlement: I would only want my contract anulled without having to pay for a service I will not use for the next 2 years.

Business

Response:

May 8, 2013

Review: When I signed up for the Hughes net Internet services, we were given 30 days to cancel if we were not satisfied. In our 30 days, we did so. My husband and I both spoke to a representative to inform them we were not getting good service where we were and wanted to cancel. I myself had to get on the phone to agree that we were canceling the services and they ok'd the cancelation. We were told we would be transferred to be given the steps of how to send the equipment back. We were disconnected during transfer 4 times. 2 months after canceling we received the box to send the equipment back so we assumed everything was fine. We got a letter 2 days later stating this would be filed on my credit if I did not pay the $400.00 early termination fee. We called the company and asked why we had such a large bill. They told us that when we called to cancel we did not completely I oh the process and they however did not cancel our services. They told us here are notes in our account where we called to cancel so I'm confused how we can be charged this large amount. We were transferred to talk to 3 other people... One of which told me it was a mistake on their behalf and I would just need to speak with their financial dept and the case would be settled. They however told us it was our fault that we didn't continue to call back after being disconnected so many times and we did in fact owe the $400.00, no exceptions. I asked to speak to a supervisor who was very rude and agreed with the other representative and told me there was nothing he could do for me. I feel as though this is a scam that they are running and feel very helpless in this situation. I do not have that amount of money to pay for a bill I don't owe. I would greatly appreciate any help we can get. I have the equipment boxed up and ready to send as soon as this had been handled. Thank you.Desired Settlement: I need the $400.00 early termination fee dropped. There is enough information o. Our behalf to see that it was a mistake on Hughes net end. I will send the equipment back as so. As this is resolved and that will take care of the remainder of my bill.

Business

Response:

June 20, 2013

Review: I tried using the company's voice service(phone),but was given a bad unit ?.And wasn't given help to install, only put on hold (used up my pre-paid cell time).Now we're cancelling it, for NO help with installation. And they're going to charge me $28.00 for the early cancellation, which is only because of a defective unit, and NO help with installation. We're told that they're sending a pre-paid package to return the unit. I don't recall any names that we talked with on the phone, for help with installation (4's ?) at least !.

Product_Or_Service: HUGHES NET VOICE

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

That we're let to cancel without paying any fees, of which wouldn't be a need if the unit was working, and we got help with installing it.1. $75.00 for the unit2. $28.00 for the cancellation It's unlikely that we'll continue with the internet service ?,if we are to pay for NOTHING. Once the contract ends next year, we may switch to [redacted] network (who now has this service.

Business

Response:

July 31, 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

Review: Not receiving service I am paying for.

Advertised unlimited internet at 10mbps. I have a data limit at 10gb per month and the fastest speed I have ever been able to get is 1.3mbps. They slow down your internet after your data limit, so I guess is "unlimited" if unlimited refills means 2 drops a day. When I called to contact them about this they said that I had been given the wrong modem. So they sent a new one. Still no difference. I called again and wanted to cancel my service, they told me it would cost $350! We argued about why I should not have to pay for that and that I should in fact be getting refunded for the time I have had service with them for not receiving what I was paying for. They told me the problem was my router or my computer, but when I hook them up to another service they work flawlessly. I am tired of their poor service and their telling me that it is my problem and not theirs. According to them there is nothing they can do about it because I signed a contract (supposedly) which they cannot produce.Desired Settlement: I want to cancel my service and not pay their ridiculous $350 cancellation fee.

Business

Response:

October 31, 2013

Review: I sent their equipment back, but failed to climb up on the roof and remove the arm off the satellite.

Since I could not climb up on the roof, they are charging me $100 to remove it. They damaged the roof when the put their equipment on the roof. The attic bedroom leaked since they evidently didn't seal it good enough and now they want me to pay them to come and get the arm. They turned my account over to the collection agency and are trying to charge me $319, or $100 for removing it. Not happy with this company at all!Desired Settlement: I want them to remove their equipment at their cost. I'm certainly not asking them to repair the roof, like I should!

Business

Response:

November 1, 2013

Review: I contact** HughesNet for possible satellite service. They took information and said a technician would have to come out and do a free scan of the sky outside my house to see if the was a signal available. It was scann** and there was no signal.

Then they start** billing me for service I never recieved. Repeat** calls and getting bounc** around from department to department were to no avail. Now they have set me off to a collection agency who is attempting to get me to pay for something I have never did or could recieve. The collection company is [redacted] ph ###-###-####.Desired Settlement: Stop contacting me and acknowledge in writing they have made an error.

Business

Response:

November 1,

2013

Review: Subscribed to [redacted] for sattelite and internet in July 2013. When Tech arrived we found out the the internet had been falsely represented as wireless. We contacted [redacted] immediately and cancelled service. Hughesnet was used by [redacted] and we were advised to contact that company to cancel their part of bundle. That was done the same day. The service was never used. Hughesnet was contacted and we were told the service was cancelled and boxes would be sent out to return equipment. We have contacted Hughesnet five times since and been told the same thing each time. Hugesnet will not send packaging to return product and continues to take money out of my account. Hughesnet charged me $75 in September and we called and was told the account was cancelled and boxes would be sent out. We called again Oct 21 with same result. Today, Nov 1, 2013, I had $214 taken out of my account and just got off phone with [redacted] which is a floor supervisor for Hughesnet who said he is located in [redacted] Texas. He reviewed the account and apologized that nothing had been sent out. He said he could not explain why the five previous promises by the company was not upheld but he would process having the boxes sent. This confirmation number was given and I have to call back to billing tomorrow to ensure it has happened. He said he put in for a $75 refund and I would have to talk to billing. He said he could not do anything about the $214 until the equipment was back in the Warehouse in Maryland. These charges to my account has put my account in overdraft with a deficit. Hughesnet has cost me $513 so far by not following through with procedure. $75 in September, $214 November, and 7 overdraft fees. Both associates that I talked to reviewed the files and said it was either error on the part of previous customer service agents or a glitch in their system as why the packaging was never sent. I ask for an email confirmation and was told that email was not available for service agents.Desired Settlement: $513 to be refunded to Me by check as I will have to cancel my Debit Card to avoid more complications.

Business

Response:

November 18, 2013

Review: I'm new customer per hughesnet. Order internet service on the October 24, 2013. Promised a $100.00 [redacted]-Gift Card, there saying no information of that

The problem Date is on Oct.1,2013. Called to cancel the date. I was having issues it was too much money in all I needed $374.00. Hughesnet sales rep had said that he would send me [redacted]-gift card. He advise me the service had to be on more then 30 days. In two weeks after should get by postage mail. So not seeing in the mail past week decided to via-email hughes. did so 11.15.2013. Received a phone call from not the sale department, but a different agency with huges. "maybe the sales department has info on the rebate" she had said. Now didn't receive any confirmation number per we kept the installation date for the October 4, 2013. Noting Hughes can do for me, not sure if I will ever see the rebate.

But I'm sure the BB has always gave me 110% Best!

Always had good turn out you always helped me in the past with everything truly appreciate with any help you can give.

Acct# [redacted]Desired Settlement: $100.00 [redacted]-gift card

Business

Response:

December 2, 2013

Review: I called [redacted] in September. I asked them what type of services they had that I could add to my plan for internet. They explained HughesNet to me. I agreed to set up an appointment with an installer so I could get more information. Hughesnet installer came out on September 26 to talk to me and set up service. I told him as soon as he got here that the only reason I was going to go with Hughesnet is for hooking my security cameras up at my house. He assured me it would work with my cameras. He also told me that I could change my mind within 30 days and cancel if for some reason it didn't work out for me. He said that if I decided I needed to cancel within that time period they would come back out to pick up the parts he was installing that day. I agreed to the set up and installation. He charged me $32 personally to set up my router. The next day I called my computer specialist to come out and set everything up with my security cameras. He told me that he didn't think HughesNet would work. I told him that the installer had assured me it would. My computer specialist came out a few days later and told me it would not work. I called HughesNet and told them what had happened and that I wanted to cancel. They agreed for me to cancel as I was still in my 30 days. They told me they would send a box so I could send the modem back and my service would end October 26. I waited and received my box around October 29. I looked in the box and read some instructions. The installer had placed the satellite on the very tip top of my three story house. The instructions told me I needed to go to my satellite dish and remove a piece they called the radio off of it! I immediately called into Hughesnet, telling them that it was far too dangerous for me to go up there to do that. I told them the installer had also told me that they would send someone out to pick that up if I cancelled. I told them I was no professional technician and they needed to send someone out to get that if they needed it back. She told me they could not send anyone out once I had cancelled but could for me and charge me $100. That is the same cost as not sending the piece back altogether. That is unacceptable. I was fed the wrong information from the get go and should not be liable for that.Desired Settlement: I would like them to come and get the piece they need, if they so desire, at no charge. If they do not wish to send anyone to get it, then not charge me the $100 for the piece.

Business

Response:

Review: When we first got Hughes Net they never once said we were buying their equipment we thought we were leasing their equipment than they never said what the internet speed was so we figured it was gonna be unlimited because the guy gave us only one price for the internet. well than we had to give my credit card info and im like wait why and he said they would put a one time hold on my card for the amount of 46.50 (or close to that I forgot the amount)than we started to say something about the amount 399.99 and im like whoa wait whats that for and he was like oh nothing to worry about and you don't get charged for that amount it will only be for 199.99 and you will receive the refund after the internet has been installed. So we didn't think nothing about it since he did say everything is recorded so if I had a problem than I could call anytime about what was recorded. Thinking its recorded (voice). Well we were so wrong on this company they told us all lies they took more money than they should have out of my account and my boyfriends account ([redacted])over drafted both of us and said well i'm sorry nothing we can do about it. They refused to refund us anything when I tried to cancel (had 30 days to decide if we wanted it, I called 1 days after installed and said come get this stuff cancel this and refund us our money and they flat out said no way and I said I have 30 days and I am not happy with this at all so many lies and fraud with this company And she got rude and hung up on me. Called talk to someone they refused any of our money and said oh you can't cancel you on a 2yr agreement, I was like ohno I'm not no agreement ever said to either one of us and I have 30 days to cancel, they still wouldn't and said they didn't record the call they just type things in and that's their recording. Now they just tried to take 310.00 out of [redacted]"s account (got the letter in email)They always over charged us never paid us for any. Something needs to be doneDesired Settlement: DesiredSettlementID: Refund

we want them to pay us back the 4 over drafts we got stuck with (I had 3 overdrafts [redacted] had 1 (I think) they cost us each 38.50 a piece, we expect them to pay for the crud we had to go through every time we called to complain and they never took care of any of it just said you cant cancel and if you try we will get our 310.00 for you canceling (which they been trying to take out of [redacted]s account) Every month we deal with them over charging and demanding we pay

Business

Response:

December 2, 2013

Review: This company has been draining bandwidth from me. I signed up for Hughesnet through the Recovery Act nearly two years ago. The co. provides a usage meter to detect time remaining. When your time runs out, you must buy a token or use one you have to re-up the service. Today, after going in circles trying to figure out what was draining my bandwidth, after loosing 1G in 30 minutes, I had ** scan my PC for malware. They found the malware in the Hughesnt status meter, and fixed me up by removing it, took the rep 30 minutes to find it. Hughesnet also charged $51.00+ to my [redacted] card for the monthly $39.00 fee. The month before that, they only took $7.00+extra from me, over and above the monthly fee. They responded by saying they were sorry, I already knew that ;) .Desired Settlement: reprimand

Business

Response:

April 30, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on June 27, 2012. Regarding **. [redacted]’s concerns that Hughes status meter having a virus, we have no documented instances of the status meter containing malware or any other related virus. Regarding **. [redacted] being billed more on two occasions, he had express repair added on his account in January and was charged a prorated amount of $5.72 and in February he was charged the regular rate of $11.95. Express repair was removed after the February invoice generated. Having express repair allowed **. [redacted] to have a technician dispatched to his site in January with the benefit only paying a copay and not the full amount of $125.00. In light of the difficulties that **. [redacted] may have experienced with our service we have issued a complimentary one month credit in the amount of $37.05 to his 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, [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 did not order "express repair" I was slammed with it from the rep as we discussed a connection issue that I fixed as we spoke. ** rep, Hughesnet status meter was confirmed to contain malware, virus by ** case#[redacted] performed service.Regards,[redacted]

Business

Response:

May 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Regarding **. [redacted]’s latest concern, we understand **. [redacted] may not have wanted to subscribe to express repair but as previously mentioned it was suggested and offered to counter the cost involved with dispatching a technician to his location. Without express repair the cost of that tech visit would’ve been $125.00. Please be advised that even though **. [redacted] was able to take advantage of the benefit of having express repair, as a courtesy we still have issued a credit to the account equivalent to his last statement invoice for service in the amount of $37.05. 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]

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 even though you cannot admit you tried to "slam" me. You go on to say how much I would have saved. No mention of virus malware infected status meter, confirmed by [redacted] tech.Regards, [redacted]

Review: I was not satisfied with the regular Hughes net service and upgraded to their max service. (Most expensive). on 07/25/2013. Every since then there has been major issues with not having the internet service promised. Most of the time I have not had internet service at all or very slow service. I have had numerous calls to the service center with different supposed issues. Such as it being my wireless router that we unhooked and still the same thing. Then it was something wrong with my equipment and they sent a tech to my house. He found nothing except for the dish was a little loose on the roof. Then it was my ethernet cord and the modem that they provided. They sent me a new one and all this time the issues still remained. I changed the browser that I use to no avail. I was told numerous times that it would get fixed and spent many hours on the phone with them. They never resolved the issues and did not give me any contact information that I could go to any other means for help. They did give me a $30 credit for 6 mos. I have spent numerous hours on the phone at different times trying to get the issue resolved. I can navigate and try to do all of the diagnostic test before I even call them because we have had to do them so many times again with no resolve. I was told that I would be contacted by their Advanced technical support only to call them several days later to find out that apparently the level that I was talking to did not do all of the required test and it was downgraded. No phone call from any one to let me know that more diagnostic test needed to be completed. Overall the delivery of the service is at the very most, unacceptable if it worked at all.Desired Settlement: I would like to have the time that I have had little to no service credited and for them to get the issues resolved. I have a list of dates that I have called I would like to have credits from November to April for the entire amount. Right now at this moment the internet is working well again after a call to them with a new error message today.

Business

Response:

May 15, 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. 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. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, we did several troubleshooting steps with [redacted] to try and uncover any under lying issues with her service. As a result of the issues she experience; there is currently a service discount applied of $30.00 off for 12 months to her account. Unfortunately, we will be unable to provide any additional credits. [redacted] may contact me directly with any additional questions regarding her account. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [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.

Regards,

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?

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: Hughesnet internet service is not what was advertised, and customer service is simply not there.

I've had trouble with Hughsnet since day one. I was told initially (and they advertise) that there is a 30day trial period money back guarantee, yet during that 30day time I was unable to connect to the internet (after hughesnet installed their equipment to my house) and while questioning this on their chat service, I was told that I DO NOT get a 30day trial! I saved that chat window for anyone to review, from 11/13/12 with "[redacted]". So now I've been mislead and now stuck in a 2 year contract with internet that only connects about 20% of the time, and stuck with a company that does NOT have a customer service department available to help with any issues. I even purchased the more expensive service that I was told would allow for multiple devices at a time, but it does not. Our family of 3 has to communicate about which person gets to try to use the internet, only one at a time has a chance at receiving service. I've waited on the phone for HOURS many times, and no one answers. In the very beginning I did get a hold of one person, after waiting for over an hour, and they hardly spoke english and were of no help, even rude. Just this morning I waited on the phone and on chat simultaneously, and still no one has answered me yet...its been over 40 minutes!

I am willing to do whatever it takes to make this internet service work, as its one of the only options I have where I live (and I've tried the others already) yet I can NOT get a hold of anyone from Hughesnet to assist me! They bill me and take my money just fine, yet there is no one to answer my calls or chats? I would rather make this internet option work rather than cancel the service, but after months of inconsistent service, fighting modems and routers, and listening to on-hold music...I'm coming to terms, that Hughesnet is not going to cooperate with me. I am a Web Design student, so internet is vital. I've been having to drive into town at night, pay for coffee and such, just to email my homework! I've read hundreds of complaints against Hughesnet online, and my neighbors that have tried their service are almost in tears when explaining their horrible situations with Hughesnet. I would rather take up my issues directly with Hughesnet company, but I just can not get any help from them. So now I turn to the Revdex.com in hopes of some direction or assistance. Any suggestions are very much appreciated!

Here is the Hughesnet chat conversationI quoted in my complaint:

[redacted]: Hello, [redacted]. Thank you for contacting HughesNet Support. I appreciate the opportunity to assist you today.

[redacted]: Hello [redacted] I wanted to clarify when my first month of service expires [redacted] it was installed on November 13th 2012 [redacted] How are you doing today? [redacted]: I'm ok, just wanted to double check the expire date because the technical support person today told me a different date than the person before [redacted]: Please respond. [redacted]: are you not getting my chats? [redacted]: I understand that you want to know when does the first month of the service expires, am I correct? [redacted]: yes please [redacted]: Please note that your service was installed on 11/13/12. [redacted]: Yes it was. The Tech person just told me Nov 6th [redacted]: so that confused me [redacted]: Please allow me some time to check if you can cancelled the service without any penalty. [redacted]: ok thanks [redacted]: You are welcome. [redacted]: Please note that there is no trial period of 30 days for the customer using Gen4. [redacted]: I asked many times when I shgned up, and was assured I did [redacted]: I am sorry for the inconvenience caused. [redacted]: I've talked to support people many many times in the past could weeks, and they agreed [redacted] May I know the reason for cancelling the service. [redacted]: May I know the reason for cancelling the service? [redacted]: I've never had very gooDesired Settlement: I would like assistance in making my internet service function as advertised and as told to me, or I want out of my service contract without paying a penalty. I've been paying the monthly service amount on time in full each month and NOT receiving internet connection in return. I want proper internet service or to cancel the Hughesnet service all together.

Business

Response:

March 22, 2013