Hughes Network Systems

Review: This company with no warning or probable cause withdrew 500$ from my account in November. They stated it was for breaking contract. However after many hours and days spent fighting this it was found that I was not under contract. A month later they again drafted my account for not returning the hardware bit never provided me proper material to make a return. Again just in January I get drafted for un-returned hardware this time it was a piece off the dish itself, again no instructions or material provided to make this return. I am not made of money and they have caused me to bounce rent, car and other payments due to lack of attentions and a poor process. I want the CEO, PRESIDENT OR VP to contact me. I am so tired of this and have to can cell my accounts to prevent further financial issues. This company needs to be stopped immediately and put out of business.Desired Settlement: Phone call from CEO President or VP of this company!

Business

Response:

February 18, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 service was activated on September 25, 2013. On September 30, 2013, **. [redacted]’s requested to cancel service but accepted a retention offer to extend his trial period for an additional 30 days. There were a couple of transactions in the system which caused it to bill the early termination fee in the amount of $400.00 even though there was an offer to extend the trial period.

As soon as the charge hit **. [redacted]’s card, it was credited and refunded on the same day which typically would take a little longer to accomplish. Regarding the other charge **. [redacted] mentioned, it was for an unreturned radio that the system recognized as being not being returned. **. [redacted] stated that he wasn’t informed of what needed to be returned, however it is standard practice to verbally state the terms and conditions of returning the equipment and it’s also included in the instructions that come with the return kit. **. [redacted] mentioned that he never received the kit, only a kit to return a failed modem. We have explained to **. [redacted] that the problems he encountered aren’t typical and we greatly apologize for any inconvenience.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credited all disputed charges and refunded them 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]

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: Since I have already filed a complaint and "[redacted]" responded to help me and I evidently had to have cable installed to fix my issues and I did install tv, it did not help me to be able to watch a few random things on yahoo, etc. This system is costing me tremendously more than I should have to pay in this day and age. I should be able to watch anything I want do now that I have INTERNET AND TV. BAD BAD BAD SERVICE and SYSTEM……I'M VERY PISSED! Especially since this is not my fist complaint,

Business

Response:

December 6, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted] & [redacted]

Dear **. [redacted]:

In response to your letter dated December 4, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. **. [redacted] has some concerns regarding the sale of her HughesNet service and is seeking to resolve her service issues. **. [redacted] ordered her service through [redacted] LLC (SA) and claims she was promised she would be able to watch many videos. **. [redacted]’s sales call is under review.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate **. [redacted]’s account was activated on October 5, 2013.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service. The section 8.2 FAIR ACCESS POLICY of the Hughes’ subscriber agreement contains specific language advising our customers that “to ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a download threshold to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed.”

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has agreed to resolve the sales and service issues. As an executive courtesy, Hughes issued a first month service credit to **. [redacted]’s account in the amount of $59.99 on November 12, 2013. On November 11, 2013 Hughes ordered a complimentary field service dispatch, to thoroughly evaluate the operational capacity, and replace or repair system components of **. [redacted]’s equipment. Hughes will continue to monitor the performance of **. [redacted]’s service; we are committed to working with **. [redacted] to ensure she is satisfied with her repair. Should **. [redacted] remain unsatisfied with the performance of her service, Hughes will allow **. [redacted] to cancel the account without an early termination fee.

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,

Executive Customer Support

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

Review: We chose Hughes Net for our internet because of the lack service from other providers and also the free install. We contacted Hughes Net, an installer came out and installed the dish, on the roof, with an extendable ladder. When we moved from the house nearly 10 months ago a Hughes Net representative told us to bring the modem with us and we will be contacted with return instructions. We never heard a word. Seven months later I noticed Hughes Net had started auto withdrawing a monthly service bill. When I called and questioned the billing a customer service rep told me they had merely suspended service 7 months prior instead of cancelling service like we requested. Hughes net cancelled service as of that time and refunded me the money they had removed from the account. Now they are contacting me to return the dish that was installed on the roof of our old house, which we have not lived in since September of last year. I have had 2 back surgeries recently, and there is no way of me climbing a ladder and lifting the old dish.Desired Settlement: The desired outcome for me would simply be, remove the old dish from the old house by the installer who put it up. I know nothing of satellite equipment or how to remove it. After it is down, I would gladly pick it up and return it.

Business

Response:

June 20, 2013

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

Review: hughesnet has taken 310.00 from my account I did not authorize I. I have had nothing but problems with this company since day one they have taken money out before and I called them it had to do with maitenence fees which I did not have to pay for for the first 6 months but they took the fee out anyways I had other issues with bills getting higher and I attempted to call several times but it said I needed a pin to enter I knew nothing of the sort, I could not log into my account online it wouldnt let me at all. I then proceeded to do an online chat not once but twice and I kept asking them to explain my charges and it was never answered directly it ended in the person ending the the chat session both times because I demanded they tell me why this was happening. I have still have not gotten answers so I called to cancel my service for 6/1/13 and they asked why and I told them I was not happy and was treated terrible and couldnt get an answer. now as 6/1/13 rolled around I got an email saying in 7 t0 10 business days I would recieve a complimentary box to send the equiptment back and after 20 days if it wasnt back my account would be charged a fee but I just got the email on june 1st havent gotten the return box yet and certainly hasnt been over 20 days and they have taken 310.00 from my account that was not authorized at all.Desired Settlement: I would very much like an apology and a refund back to my account as I was not expecting this at all.

Business

Response:

June 19, 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: 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

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

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

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

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

Review: I had internet services with HughesNet and I went through my 2 yr contract and in those 2yrs I maybe got to use my internet for about a year. I had techs come out and try to fix the problem but they still kept on billing me full price for service I pretty much never got to use. I canceled my service with them and a customer service person there said I had to send in my modem so they can see how much of internet I got to use which happened to be a lie that I found out today on 5-20-13. Told customer service person I just wanted maybe half of roughly $900 back that I spent for an internet I never got to use. talk to floor supervisor said couldn't do nothing.Desired Settlement: would like to have at least $500 back of my hard earned money for a service that was very poor! and that would be an understatement

Business

Response:

May 23, 2013

Review: Hughes was told one payment from my account but kept taking moneys until I was over drawn. Now they want more money because I stopped payment because of their lies. I feel they truly Lied and should not be forced to pay more to them. They want me to get on my roof to get things they put there I feel they should come get it themselvesDesired Settlement: I would like my bill cleared

Business

Response:

May 23, 2013

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

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: Hughesnet service has never lived up to it's promises. My contract was to receive satellite internet services promising 10mbps download speeds and 20 gigs of data (download) for the normal hours of the day per month. My data allowance would be used up in about 9 days on average for no good reason. My household used the internet for normal web surfing but not for movies / tv / entertainment. When I spoke to a rep, they told me they were having some problems like this with some of the types of modems I had and suggested having a new one installed, which I did. The technician said he couldn't keep up with number of complaints of a similar nature he was dealing with from hughesnet. The new modem did not change anything. I canceled my service and paid the cancelation fee. The day I called to cancel, my top download speed was 1mpbs, and that was after using a "restore token" to give me full download privileges. This has been one of the worst experiences with a utility provider I have ever had. Not to mention, they told me they would waive half my cancel charge ($355) when I mentioned that I would join a class action suit, but they charged my credit card the full $355 the next day!Desired Settlement: The service promised was NEVER delivered. I feel they should refund every dime that I spent!

Business

Response:

June 21, 2013

Review: A Hughes Net employee stole my bank card information on or about 4-14-13 " Which [redacted] one of Hughes Net employees admitted to me" Draining my bank account & overdrawing $500.00. Making several e-bay purchases in [redacted], Hughes Net has not made a reasonable effort to compensate me anything.Desired Settlement: I am looking for a total off $ 2,500.00 I have out of pocket expenses & costs .

Business

Response:

November 19, 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: 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