Hughes Network Systems

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: Twice this company has double billed my bank account for services. I NEVER authorized ANY double payments or sign up for automatic billing EVER. I called and they said they could not refund the funds they took out WITHOUT being authorized, but they gave me credit for two months...after the two months they did it again...kept double billing my bank account. The hughesnet customer service rep told me they did with hundreds of these calls a day! Well, they need to be stopped. Their "creative" billing practices are ILLEGAL!Desired Settlement: I have cancelled my service and I want the $64.94 refunded that I NEVER authorized to be taken out of my account!

Business

Response:

January 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 January 10, 2008 and requested to cancel her service on January 11, 2014. Regarding **. [redacted]’s concerns with the online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates. We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has been credited $39.94 of the disputed amount of $64.94. It has been explained to **. [redacted] that $25.00 of the disputed amount is non-refundable because it was purchased usage tokens. The amount credited has been refunded to the card on file.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

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:

After speaking to this rep he still does not acknowledge the fact that there is NO way to accept or reject automatic billing on their site EXCEPT for e-check, which I did not use. THERE WAS NEVER an option or drop-down option (as was described by this rep) to accept or decline or change ANYTHING with regards to automatic billing! The site is FAULTY, causing customers to be double-billed, which is the main complaint. This call was a complete waste of my time as was every other call to this company for the SAME matter. They DO NOT desire to fix the issue, they only want to continue their "creative billing" practices and try to "fool" their customers. That is their choice and no longer doing business with this company is mine. I do not consider this matter addressed by the company. They keep trying to use smoke and mirrors to cover-up their heist. I hope other customers become aware of these bad practices and go with another provider. Buyer BEWARE!

Regards,

Review: Inquired about interent service at my ranch [redacted] (first Name only) stated that we will be able to receive internet service through HughesNet. He setup the sale and had an third party contractor come out to install the service. The third party contractor could not get the internet service to work and stated to call hughesnet and ths is where the problems began. I have spoken to 5 different people and 4 different case numbers and no resolution. I received the service on 04/18/2013 and cancelled 4 days later on 04/22/2013 and they told me that I still had to pay for the installation fee and also pay for the equipment to be removed and send the equipment back to receive a refund on the equipment. They were not willing to refund me anything due to that I have had the service on 4 day and and has not worked since the installation ... THis is bad business..Desired Settlement: I would like for them to stated that due to that I have only had the service for 4 days and it was cancelled on the fourth day cancellation number [redacted] and account number dss[redacted] that I should receive a full refund not partial due to that I never used the service.

Business

Response:

April 30, 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: 1.) I believe on May 21,2013 I called & spoke to a [redacted] with Hugesnet regarding service. Was told no install charge and 20.00 credit on bill each month for first 3 months, that is was unlimited service and they offered 3 packages but I didn't need the higher ones as the speed where i'm at was fine for the lower package as her parents live down the road. I expressed to her that I Will Not and Won't accept any equipment being mounted to the roof that it needed to be on the actual facia board on the eave of the house or on a pole. I indicated that my neighbors behind us have on the pole as she said most people don't install that way. I further asked how they run wires through the walls. She said they fish them down and I WILL NOT see any wires. Then she set up appointment for 2 days later. Then she called back and set up install date for next morning at 7:30 am. About 2:30 he comes and he says he is going to run down the street and be right back. at 4:00 he comes back and says I can't do this today it is a customer install. You will have to call back and make another appointment. This is the short version as so much detail. Long story short I called back got transferred to someone named [redacted]. She scheduled a different install with [redacted]. The guy called immediately and we talked about no installing on the roof or we would cancel it had to be on the eave or the ground on a pole like our neighbors behind us. So he googled Earth my house while on the phone and said oh no problem I can install on the East side facia board as you are requesting and all the insid wires I will run down through attic since you said you have attic trusses. I confirmed no drilling on my roof only on eaves if needed or i'd pay for a pole as he said he didn't carry those and may have to get one. So I said I took off all day for this installer how long do you need or what time. He said anyone could be there since he viewed house online and I confirmed everything. I asked if anything changed to call me. He came on the next day and said he did everything but he had to put satellite on tri-pod but there are NO HOLES on anything. He further called me on my cell and told me the same thing.

So he said if it tips over then we will have to pick up. He said it was on ground! It is in fact installed and screwed into the roof as we asked not to. Also the wires he ran are on the outside of a wall in another room from router. He did not install by fishing through wall as he said. I left a check there in case he had to purchase pole and he told my friend that I owed 80.00 for the tri-pod that would work better than pole so she wrote check and I spoke to him and he said no wires were showing and no holes in roof or eaves. When my husband got home and noticed all of this to be FALSE and it was screwed into our rare asphalt roof and the cables are mounted on wall in a bedroom visable in a room behind the room that the router is on he called the installer as he left his card with no address and no business license # as Hughes net must subcontract out installs and he said "I installed it the way I felt best so [redacted] OFF", then hung up phone. We tried calling back and he wouldn't answer. Left message requesting him to meet us to fix this and no response. Left another message asking for mailing address and no response. Have called Hughes Net on multiple occassions beginning on like 5/22/13 and they tell me how they are going to escalate to the department that oversees install and they will call me back and I have called like 8 times and never received call back to date of today 10/1/13. Then in July I called as internet slow and then I was explained that it was exactly unlimited like I was told. She told me for the inconvenience she would credit my account $30.00 a month for 12 months beginning with my July 2013 bill and that sometimes after 6 months there system overwrites it and I may have to call back in but it would be no problem. Needless to say they are charging me 83.49 by automatically debiting my account with I was told that it was going to be 74.99 including taxes. So this company is all over the board.

I'M WORRIED ABOUT THE ROOF LEAKING AND WANT THEM TO BE HELD ACCOUNTABLE. NO ONE WILL GIVE ME A BUSINESS LICENSE FOR THE INSTALL GUY OR ADDRESS. NO ONE FROM HUGHES NET IS HAVING THIS DEPARTMENT THAT OVERLOOKS INSTALL CALL ME BACK TO REVIEW. THEY ARE OVER CHARGING ME AND THEY MIS-LEAD ME BY THE UNLIMITED AS I GAVE UP AN UNLIMITED AIRCARD. THE WI-FI WITH THE ROUTER THEY HAD ME BUY IS NOT WORKING AND I CALLED AND SPENT 3 HOURS ON PHONE AND THEY WERE GOING TO HAVE A TECHNICIAN CALL ME BACK AND THE DIDN'T CALL BACK UNTIL 2 DAYS LATER AND STILL COULDN'T HELP SO I HAVE NO WI-FI AND NO HELP! They also said after first billing I could change to my checking account, mail bill, etc for making payments. Today [redacted] told me there is a $ 5.00 extra charge to do this which I was told specifically no charge as I know sometimes you get a discount for auto payments so I asked. So again lied to by [redacted] my initial contact on phone.Desired Settlement: Want the install to be done as requested and all repairs to roof and interior walls to be fixed by professional licensed contractor as this is a Customer Built home! Want to be relieved from any contract after such if they can't committ to the unlimited and the speed and the wi-fi as this is the only reason I changed carriers and lost the unlimited was to have Wi-fi!

Business

Response:

October 10,

2013

Review: service issues with HughesNet Internet services they give you a total of 5 hour of internet use a month and either have to upgrade to a higher priced

I purchased internet service with hughes net in november 2013 when I had barely moved in to my new home so I was not on the internet the first month or so and did not really start using there service until the following month when I started to notice I was not able to go into any websites after a day or so of getting my data usage I continously called hughes net customer service every month trying to resolve this issue they would add data to my account and I was under the impression they fixed the problem. as soon as I used up my data points I was not able to use the internet almost every web page was not downloadable. I was told I would have to purchase tokens to add data to my plan or upgrade to a more expensive plan. the way the last represenative explained to me is I can only use the internet for 5 hours a month and the rest of the time I had to buy or upgrade and that any web page that had pictures or to much content would not load when I entered this contract I was told the internet would go slow after the data was used but I should still be able to use all the same web pages and I was told this all these months I was using there service and was told maybe it is and issue with the wires or connection and even maybe the modem so they sent me a new modem to see if this was the issue. I did try several time thru out the time I had internet service with hughes net to resolve this issue of no interent service after data usage was used up I should of had slow service but I was not able to even get on hughes net website I have broken the contract with hughes net and believe I should not pay any fees or charges due to this company not providing internet service it was not what I thought internet should be I have had internet service before and never ran into issue like this of no internet service at all after data usage has been used it would go slow or lagg but it still would be working I am very disatisfied with this service and wish I would of read the online complaints about this company I realy never would of thought of using them this is a big rip off I tried to work with this company to make my interent work I am very Dissatisfied with this company service and there way of trying to cover it up by giving more data points to continue with them....Desired Settlement: I feel I should not be charged andy fees or charges for terminating my service with hughes net due to me trying several times each month to get this issue resolved doing everything they told me to get the service working properly

Business

Response:

June 9, 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 November 11, 2013. On May 17, 2014, **. [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 $325.00. 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 $225.00 to her account representing more than half of the early termination fee. Our records indicate that we sent out a replacement modem in April, but have yet to receive the old modem which has a charge of $125.00 if not received. 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 was not given the service I expected and I tried several times thru out the time I had this service to resolve the issue. The issue being no service I was not even able to use the companies own website because of there bad service. I paid every month for a bad service and tried to resolve it and am now being charged to get rid of the bad service that I could not even use and did cooperate to get it resolved but it is just bad service all around. I should not be charged anything because I let your company know several times since I got your service to get help I got the run around like I am getting again today..I am still waiting for the return box to send back all of your products I have called for it also again I was told I have to wait till you send them they had not been sent yet.Regards,[redacted]

Business

Response:

June 17, 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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Regarding **. [redacted]’s latest concern, our records indicate her browsing issues were largely affected by exceeding the data allowance. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. As previously mentioned we have credited $225.00 of the $325.00 early termination fee. If **. [redacted] hasn’t received a return kit, we can send a prepaid label so that she can send the leased equipment back. Additionally once **. [redacted] sends back her defective modem, $125.00 will be credited to the account bringing the final balance to $110.31. 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]

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

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: 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: 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: We contracted with Hughesnet for email services, but they did not fulfill their end of the contract and also charged us for services we did not ask for and then refused to refund the total amount of the overcharge.

During our time with this company, we were often not able to get onto our email site to check or send emails. The service, was slow and not speedy as advertised. When we contacted them many times about the problem, often we were not able to reach them, were put on hold for long periods of time and sometimes had to hang up without ever reaching them. When we did talk to them, they never solved the problem. As a result, we would go long periods of time without the service we were paying for. Because of my wife's service with the state of Colorado, we need to have reliable service and had to change to another company that provided that to us. Hughesnet charged us a $319 fee when we left their service, even though they still owe us money for services we did not ask for and their service to us was often non-existent or poor.Desired Settlement: We would like Hughesnet to credit us the $319 .74 fee they have charged us and remove my wife's name from collection. Also, her name should not be on the account as I am the one who enlisted the service with them.

Sincerely,

Business

Response:

See Attachment

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: August 24th-Aug 25th: Started internet service with Hughesnet.

August 25th evening called multiple times regarding bad connection, slow speed, was advised their service didn’t work with wireless routers and that they couldn’t help me.

August 26th between the hours of 7-8 am CST I called Hughesnet again and canceled our service, they said they would be shipping me a box out to send the modem, power cords and cables- along with the transmitter out in order for us to ship back to them. I advised them at this time that I would be unable to get on the roof of our home and get the radio transmitter so they could send the contractor back out to remove it and ship it back for us. After 35 minutes on the phone they agreed and said he would be out within the week to retrieve it for us since we were unable to get to the roof.

August 27th- Reactivated the account with [redacted] and received the box from Hughes net to send the modem, power cord and cables back to them.

Shipped ite** out on the evening of August 27th from [redacted], TN that we agreed would be in the box. Shows receipt of those ite** on September 17th signed at their facility in Maryland. Tracking number [redacted] through UPS. Have email from UPS corporate to show the actual signature though not legible. The second tracking number that we have available through UPS corporate shows that a package in weight of 4 pounds was sent to [redacted], VA mailed next day air on September 26, 2013. It also was received and signed for on the 27th of September. Tracking # [redacted] through UPS.

Interesting that the contracted gentleman was not dispatched to our home to get the radio transmitter until 1 month AFTER the cancelation of the service, though they stated that he would be at our home within a week after a very frustrating phone call on the 26th. I assume that this was their attempt to catch us on the Early Termination Fee, however, a modem doesn’t work without a transmitter and it shows clearly the modem was received back to them in Maryland two days after we initially received it to install it. We have no information on the gentleman that took the transmitter back to mail off, we do know he stated that he was just a contractor that worked for them and had no direct affiliation with the company- as none of their contractors due. I believe he stated he was from Arkansas?

We never received confirmation regarding either package. Upon view our bank account the night of November 21st we caught that Hughesnet had billed us in the amount of $62.00 on MD Date 10/23/13 [redacted] Card [redacted] We called to see what that was pertaining to. They asked me then if we would like to cancel our service. I was hung up on the first call to them that evening. The second phone call I stayed on the phone for 19 minutes before I was hung up on again. My husband ended up calling them after he arrived home, they said our account was never canceled, it shows we had service but that it was settled that the $62.00 would be returned to his bank account in 1-7 business days of that date. And that the account would be canceled as of this date. Nothing arrived to the bank.

November 23rd our bank account was deducted $460.42 from Hughesnet. Bank information : ###-###-#### MD Date 11/23/13 1 [redacted] November 26th we caught the deduction from our account and called them regarding it. First call in was a 99 minute phone call. The first excuse was that we never canceled our service. After arguing that, then verifying that they actually did see that it was canceled in August It was then stated that it was because they still hadn’t received the modem and the radio transmitter and that it was due to an early termination fee. My husband spoke to them while I verified through UPS that they had confirmation of delivery. They continued to tell my husband that the ite** were never received. During this time UPS corporate provided me with the tracking information through their Business Shipping portal, emailed me a copy of the signature and says that they indeed see both packages were signed for and received. My husband was then advised of this information and he proceeded to tell the agent that he had the documentation from UPS stating that it was delivered. They put him on an extended hold and came back and said they had made an error, it was received but the boxes were empty. My husband called their bluff and said that the weight alone shows that was not the truth. They continued to argue it, more holding, more arguing. They then come back on the phone and stated that the ite** were inside but on September 26, 2013 that a woman by the name of [redacted] called back and reinstated the account. (Though we had [redacted] communication as our provider at this time). My husband advised there was no one in our home by that name and that he would like documentation of that call. They said there was none. The gentleman at that time said they would process the refund of $460.42 to the card on file, however, the account holder would need to be present and to call back when [redacted] was present. My husband advised them to hold for I was standing right next to him. I took over the phone call at that time. I was speaking with [redacted]. He asked me if I had made a phone call into their number on or around the 26th of September to reactivate my service. I advised him no, that the only times I had called their number was to start service in August. The day after start service to get troubleshooting help. And two days after the start of service to cancel it because it wasn’t working anywhere near what we were advised. He then stated, “Oh, we show here that a [redacted] called in on the 26th and reactivated service.” I told him that I found that odd seeing how he had just told my husband a [redacted] had called and maybe that it would be a good thing for [redacted] or local news media to take control over this because enough was enough. He quickly said that was fine, he would process the $460.42 credit to the account since he had now spoken to the account holder. I said thank you. I asked for him to say his name, spell his last name, asked him to state the date and the time and told him that it was for my recording information to pass to our attorney. He then said, “Ma’am, are you recording this phone call?” I said, “Yes, sure am.” He said, “I have to disconnect this call now, we do not allow recording of our conversations.” And he disconnected. At 6:59 pm according to phone records you can see that I called their toll free # back. I spoke to a female who put me on a short hold, came back on and asked me if the call was being recorded. Played dumb, said no. She then proceeded to tell me that she did indeed see the $460.42 refund being processed and it would be to me within 1-7 business days back on the card. She advised me a few times to make sure the card stayed on file. 13 minute phone call. Disconnected call at that time.

December 5- Called Hughesnet at 7:56 am. It’s been 7 business days since our phone call, discounting the weekend and Thanksgiving Holiday. Spoke with [redacted] who seemed genuinely concerned compared to the rest of the agents I had spoken to. He stated that he showed that the $460.83 was credit to the account, however, it just wasn’t applied to the bank account so that he would process that amount at this time. He placed me on hold and then advised 1-7 business days that it would be returned, reminded me to keep the card on file. Thanked him, disconnected call.

Started looking through bank history again and noticed that the original amount of $62.00 was never credited back to us as they had told us they would on the 21st of November. Called them back @ 11:07 am spoke to [redacted], she begin to go through the notes and said she saw that the $413.23 was being processed today back to my account. Different number from what I had just heard two hours prior from Hector. Questioned her on this, she reviewed the notes again. She then came back on the line asking if I had mailed back the modem that they were showing it wasn’t received. I advised her that I had, I had already explained that story and their countless lies, that I had received confirmation from UPS corporate office through their shipping portal that it was received, where, when, weight and that I had actual signatures on file. She then put me on hold again. She came back on the phone after a brief moment and said that she would process the $385.00 on my account for the credit of the modem and the transmitter being received. I then questioned her on that, she said she showed the modem and transmitter were received and that was the amount they would process but their were still fees involved. I explained to her the bill they just charged me for was $460.42 and that is what I was due back along with the $62.00 from October 24th that they should have never billed me for, seeing how I had no service. Puts me on hold for 20 minutes. Comes back and says they owe me $572.19. Says wait, hold again, comes back finally with the figure I was getting to of $522.19. Case reference # [redacted] for speaking with [redacted] and the case # from [redacted] was [redacted]. [redacted] advised that the credit of $522.19 would be credited to my account ending in [redacted] within 1-7 business days, please make sure the card stays on file with us until then. She said that the Advance Payment/Billing Office had received the information as of today. Spent over an hour on the phone with her.

Their legal notice policy states :

Early Termination: Purchase Option (equipment and standard installation purchased upfront)

If you cancel your order before installation, you will not be charged, but if you have paid a processing fee, that fee will not be refunded.

If you cancel within 30 days of activation:

No Service Termination Fees will be charged. Note: You will not be refunded for installation charges or other fees.

If you cancel after 30 days of activation but before the end of your 24-month term commitment:

You will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount of the Service Termination Fee will decrease by $15 per month for each month of active Service.

We have advised this to them multiple times and they state they are unaware of what we are speaking of though it’s clearly on their website going through their legal policies. We’ve now been promised the money multiple times, the figures continue to get switched and the money has yet to be received from the first $62.00 to now the $460.42. In all actuality we didn’t have the phone conversation recorded, we have phone records of the dates of the calls only. We threatened that in hopes they would cave as well as the fact we were going to seek legal assistance in this matter. According to the Revdex.com there are over 2,000 negative complaints about this company, some very similar to my own. Multiple people scammed out of money and nothing has been done. Why? We’d like answers and our money back. Legal assistance will be sought if the money isn’t deposited within 7 days. We need the media’s help, for they are crooks. Please refer to Revdex.com and see the multitude of people with the same issues.Desired Settlement: $522.19 to be credited back to us within the 7 days. I'd also like to know after 2000 complaints in three years why this company is still operating. I see multiple people in the same shoes of my family. No dignity. No integrity.

Business

Response:

December 16, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 6, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding **. [redacted] has some concerns regarding the service after her

Hughes installation.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on August 23, 2013. On August 26, 2013 **. [redacted] was unsatisfied with her service and ultimately decided to terminate her service.

**. [redacted] canceled her service and returned her leased HughesNet equipment. Our Executive Customer Care representative

found that **. [redacted]’s leased hardware had been located, and agreed to resolve the hardware return issue.

Our Executive Customer Care representative also found that **. [redacted]’s credit card had been refunded for service and an early termination fee. On December 5, 2013 Hughes refunded $522.19 to **. [redacted]’s credit card on file. **. [redacted]’s account

currently holds a zero balance, and **. [redacted]’s credit card has been removed from her account.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Sincerely,

Office of Executive Support

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: 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: on 6/21/13 hughes net charged $77.15 to my daughters credit card and last we spoke with a representative they still have automatic payment with her credit card. They have put her name on statement removed mine without any kind of authorization at ALL!!! several employee's spoken to I have demanded this be stopped immediately only to be told now the are unable to access my account do to maintenance being performed call back. I repeatedly requested first supervisor [redacted] then supervisor [redacted] for a phone number I could call to have [redacted]'s credit card credited with above amount continually told that would not be possible. I also insisted she and her card information be removed ASAP! [redacted] (daughter) paid my bill one time with that credit card, in fact I canceled hughes net back in March. Today June 29, 20013 is the first time I have even had pc on have not used internet since March only reason I am know is to file this complaint. [redacted]'s name has been never been on contract!Desired Settlement: [redacted]'s credit card be credited with $77.15 Information sent to me for the return of their equipment and make sure my membership does indeed get canceled.

Business

Response:

July 9, 2013

Review: we have has the survice for 7 mounths our survice is slow they had too send a tech out he rescheld 3 times he finlly came out but our surice is still

slow we want to stop our survice but we think we should have too pay for anything becouse we arent geting any surviceDesired Settlement: to get them to turn off the survice with out us paying anything

Business

Response:

April 1, 2013

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: Hughes net Sattelite internet service provider cannot / will not hold up to or meet their obligations to customers.

I live in the rural district so my limitations to internet sevice are very restricted. This is my second time to be a Hughes net customer and the first time I cancelled with them it was because of customer service issues. I had heard that they were bought by a new company and had improved on their service so I decided to give them another try. They give you a 30 day trial basis to decide if you want to use their service or not. Well in the 30 day period they go out of their way to make sure you are satisfied with them. Once you sign that two yr contract all customer service help goes down the drain. I have had to call numberous times in the three months now that I have signed this new contract because their webpage will not work. My internet service providers own webpage will not work!! I have to get passed around on the phone to numberous ppl all to do the same steps of diagnostic testing over and over again and never will they admit it is fault on their end. I have to call everytime I do not use my internet for a couple of days to have them re-boot their modem. Numerous hours upon hours on the phone.....Might as well be back on dial up service. They guarantee during bad weather you will not lose service,not true!!! We can have a rain shower and I have no service. I'm asking to be removed from my contract because of all of the headache that it has caused me in a now 3 month period and cannot get anyone in upper MGMT to contact me. I will pay the early contract fee, even though I feel it should be waived due to all of the frustration their lack of service has caused. But for me peace of mind for not having to deal with them is worth their ridiculous contract dismissal fee. And in the end they still lose because if I ride out the contract they lose over $1000.00 in service fee. If they could just do the right thing this complaint would not be made against them and yes, I did tell them that I would be making the complaint. People need to know what they are getting into with Hughes net internet service provider...lack of service.Desired Settlement: Just for early termination of contract fee to be waived. I will pay my current bill due, I have no problem with paying for what service I have used. I have a problem with all of my time I've had to waste calling them to get my service to work.

Business

Response:

December 9, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] had some concerns regarding her HughesNet service.

Hughes will be contact [redacted] to reach an amicable resolution regarding her complaint.

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

We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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,

Review: I originally filed a complaint agains HughesNet with the Revdex.com on 7/29/13, the original complaint number is [redacted]. The complaint was resolved as I requested, on August 14th. Today, HughesNet again withdrew money from my bank account in the amount of $106.00. I called and was told I had not returned all the equipment. After further checking, I was told that yes I had returned all the equipment and I would need to call back tomorrow to get my money returned. I am very concerned that they have my bank information and this will happen again. This is frustrating and illegal and I want it stopped. I am also asking for money for the harassment of me and the time this is taking from my business.Desired Settlement: I would like my $106.00 returned and an additional $500 for the time and inconvenience this is causing me. I have tried to work with this company, but they just are not taking care of business as they should.

Business

Response:

September 6, 2013