Hughes Network Systems

Review: Incorrectly charged credit card for non-returned leased equipment. Will take 45 days to refund.

Disconnected service on 1/18/14. Returned leased equipment as directed. HughesNet received on 2/4/14. Noticed charge of $212.00 on credit card on 3/18/14. Called and found that they were charging me for non-returned equipment. They stated that only modem was returned, not receiver. I did return both pieces. I know that for a fact because I had to stand out in sub-zero weather to remove receiver, carry it to my new home in another state then figure out how to get everything in the return kit box they sent me. Fortunately, I kept tracking #, but that only proved I returned something. HughesNet agreed to refund money, but would not acknowledge that they received equipment and will take up to 45 days to return money. Charging me $212.00 1 1/2 months after package received and without notice is unacceptable. Charging me a non-retuned equipment fee for equipment I did return is unacceptable. Not admitting to their error is unacceptable. Keeping my money for 45 days for their error is unacceptable. Taking 1 hour on the telephone for this issue is unacceptable.Desired Settlement: I want my money back immediately. I want someone to admit that this was their error and I want an apology. They basically called me a liar but are giving me my money back anyway.

Business

Response:

April 16, 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 the executive customer care division of Hughes, we attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking a refund for returned equipment. After further review, we are unable to locate the unreturned equipment fee **. [redacted] is referring to related to her account. We would need the account number associated with the fee or a credit card statement reflecting the charge. We left a message for **. [redacted] on 4/16/2014 and we are awaiting a return call to resolve her complaint. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: We are getting poor quality internet and video service. According to the company, we are constantly going over our gigabyte limitation. The representatives are continually wanting us to purchase tokens to maintain proper internet speed. The speed is slow and is easily hacked unto. I would not recommend this service.Desired Settlement: I would like to be refunded the amount that we need to pay to get out of the contract. The usage limitation was not mentioned when we signed up.

Business

Response:

Review: On 7/11/2013 I cancelled my contract with them for Satalite service because I was moving. I understood that I would have an early termination fee.

The next day they called me and offered to wave the fee if I moved the service with me. I declined and asked to transfer the service to avoid the fee, they stated that would not be a problem. I told them again at the end of the call I was NOT interested in extending the service.

An hour later I received an order verification email to extend my service for 2 years!! I contacted them and after many hours of calls and discussions I was assured that the order was removed and my cancellation still in place.Desired Settlement: The many hours I've spent to deal with this is worth a refund if not complete credit.

Business

Response:

August 26, 2013

Review: on 5/28 I submitted my 1st comp to you with no confirmation. This is a 2nd to follow up.On 5/15/14 I ordered hughesnet from [redacted]. He told me the package I got was more than sufficient to accomidate [redacted] and the Internet. It was scheduled for the 16th then rescheduled for the 17th between 8& 12. The installer called and stated he was going to be late morning before he got here. It was after 1:00. He was told to put the dish where the old one was and to pull the wires through the existing box and leave the phone line alone because we still needed the phone. He installed the dish on the opposite side of the house and made another hole where he pulled in the cable. After he left we realized he had cut the phone line. We had obligations and could not call Hughes until the 18th. During this time, we were unable to get [redacted] on out tv and per hughesnet we did not have enough data. So [redacted] lied to us and we requested a full refund with cancellation. I talked with Supervisor [redacted] she confirmed full refund and was working on getting the phone line repaired when we were disconnected. Called Back and sp/w [redacted], he esc. to another dept for repair & I have not gotten callback. I called on 5/23 and sp/w cust service [redacted], she said they had my email incorrect and I requested to sp/w super, sp/w super [redacted], he again vefified full refund and said they had my cell phone ###-###-#### instead of ###-###-####. & they would call me immediately with a no. for me to call. I still have heard nothing & do not have my refund of 170.85. Now I am being charged interest. I want my refund with interest the charge card comp is charging and my phone line fixed immediately.Desired Settlement: I want my refund with interest the charge card comp is charging and my phone line fixed immediately.

Business

Response:

July 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on May 17, 2014 and requested to cancel her service on May 18, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $170.85 and that amount is in the process of being refunded to the card on file. Regarding **. [redacted]’s concern of having her phone line repaired, we will follow up with the distributor to insure that a call back is scheduled to address her damage claim. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: Having technical issues with the internet provider. Called the support line. Was on the line for over one hour. Spoke with three different representatives. Each told me that I needed to speak with a higher level technician. I told the third person I wanted to speak to a supervisor. Was advised that none were available. I would be transferred to an account manager. Transfer did not go through and was told to call back on the toll free number.agent #1 gave case number [redacted]agent #2 [redacted] offered case number. I told her I already had one.agent #3 [redacted] gave me case number [redacted] even though I told her I had a case number already.Got on chat line with technical support. After several minutes of communication, was told since I currently have service, they could not help me. I should call back when I was out of service.Desired Settlement: I would like to talk to a technician that can help me with [redacted] and will not put me on hold to transfer me to a higher level technician.

Business

Response:

Review: I was upset from the first day my service was put in as the agreement we had was never honored for the amount of the product. We had a dish installed on our roof where we rented without our knowledge as I was not home at the time of installment and when my landlord saw it he was furious for us not asking him first to have it put there. I explained to him we were not aware it was going to be put up there either or I never would have had it put up. It caused friction with us as it was a clause in our rental agreement and we had to move out with a 30 day notice. I explained this to Hughes net on several phone calls telling them they had to come take it down and stop the service during our 30 day trial period. I could not get them to come get it or shut off the service. They continued to bill us even after we moved out of the house up til now and would not stop billing us even though we do not have the service. I have made numerous calls where I have spent hours on the phone with them trying to correct this issue, sent fax letters doing the same thing, sent Emails, to the Corporate Office, the office I recieved my bills from, online etc. and no matter who I deal with I could not get this account stopped or the payments to stop being deducted out of my account. They have hurt my credit by overdrawing my account on many withdrawals, they have left me not able to pay other payments because they are taking money that goes elsewhere, I have even tried to close the account and open another one but I am not allowed to have another checking account at this time because of the activity on mine right now. We were in the process of trying to buy a home and this brought down our credit rating so much so right now that we have to wait to build it back up needless to mention all the overdraft charges I have had to go good for in the past year for there errors. No matter what I do I can not get this situation fixed. Right now they owe me hundreds of dollars and will not pay me what is owed because they say I have to go good for the term of the contract. If it was ended when it was suppose to have been in the trial period this would not be going on. Now I am in a standstill and do not know what to do I have a checking account I can not leave money in and it is making it difficult for me to pay my bills as I have to try to go around every where and pay cash because I can not have money in my account because they take it whenever I do. I need to get this rectified as soon as possible as I feel they are stealing money from me as I have been a year asking them to take my debit card off this account and they have not had my permission to be deducting out of my account. They have told me it is off my account but yet it still goes on.Desired Settlement: I think they need to credit me back all they owe me on my debit card and send me a release stating they will not make no more debit charges on my account and that this account will be cleared in full

Business

Response:

March 17, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear [redacted]:

In response to your letter to the executive customer support division of Hughes, It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

After further review, we will issue a check of $105.00 to the address on file. We would need verification that the address is correct before we can submit the check.

There is currently a balance on the account of $300.00 which represents the unreturned equipment fee. The equipment needs to be returned before the account will reflect a $0.00 balance.

We left a message for **. [redacted] on 3/17/2014 and we are currently awaiting a return call.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Review: We agreed to a trial period for internet service for 30 days. My husband was told that if we bought the equipment and if we did not like it, that we would get $200 dollars back from a payment of $300, when we returned back the equipment in the 30 day time period, along with the cancelation of the service. My husband called by the third week and asked to cancel the service for internet due to us not being happy with the speed for the price. He talked to a man named [redacted] in the account management team. [redacted] asked what they could do to keep us and my husband stated that the only way he would keep it was to lower the price. He stated that he could lower the price for one year. [redacted] stated that the price lower was good but no thank you we want to cancel. [redacted] stated that they could extent trial with all the guarantees for 30 more days so that we could think on the service and its value. We accepted this. My husband asked him to put it in writing and he stated that they would honor it and that, "That was not necessary." This extension brought the date to July 13 for our trial period. We then used it for 3 more weeks and were still not happy with it. So [redacted] called by July the 8th Tuesday, to cancel service so that we would not lose our opportunity for the $200 dollar refund. He spoke to [redacted] and when he explained where we were at and what we wanted, she stated that, "You went past the 30 days and were not eligible for the refund." [redacted] argued with her and then asked to go to account management and while on hold was hung up on. He then called back and spoke to Mark, explained the situation and desire to cancel and get back the $200 and he stated the same thing that [redacted] had stated and he said we would need to go to account management to get anything different. He went to transfer us and was hung up on. So I called and spoke to [redacted] and explained what had gone on and that we were hung up on and he stated that, "He did not have the authority to honor what we had been told but he would get us over to account management and get us to the people that could." [redacted] got me connected to [redacted] in Account Management explained our situation and turned it over to me. The first thing she wanted to make clear was, "That we had gone over the 30 days and was not eligible for the refund." I told her that, "[redacted] stated to my husband we would have our trial period extended another 30 days to decide and that now we were not happy with the service and wanted to know what to do to cancel and get our refund." We went in circles for a while and she finally got ahold of [redacted] her supervisor and came back and stated that they would honor the agreement that [redacted] had given us. She then stated that we need to return the equipment to Hughes Network System [redacted], [redacted], Maryland [redacted]. She told me first that they would send me a postage paid box and to return the equipment and then she changed it to send it UPS and call the accounts management team with the tracking Number #[redacted] so that they would be looking for it and then when it got there they would then send it to billing and they would credit our account with the $200 refund. She then stated that she needed to close our account down because they could do nothing while it was active. She did so while I was on the phone. We got the equipment, packed it up and put the case # [redacted] on the box, went to UPS and mailed it that day July the 9th 2013. I was told that it would arrive on Tuesday, July 16,2013. So on Wednesday, July 17,2013 I called ###-###-#### and asked for the Account management team and was told that this person could help me and I did not need them. I gave them the case # and the tracking # and asked again to go to the account management department because they told me to talk to someone there and he would not put me through. The man read the notes under the case # and stated that we went over the 30 days and were due nothing. I got very upset and told him every thing we had been through with this and all the hours and conversations and even sent back the equipment and he kept saying it says you went over your 30 days and so no refund. I asked over and over again to speak to [redacted] or [redacted] in Account management and he said no I cannot let you. So out of frustration I asked to speak to his supervisor and he connected me to his supervisor. I was connected with that gentlemen and he stated, "I read what is in the case #[redacted] and all it states is that we went over the 30 days and we get no refund." I stated why would I have kept the service passed the 30 days for a 60 day trial if we were going to lose our option for a refund. And why would I ship the equipment back with money out of our pocket just to lose everything. He apologized and stated that is the way it is. I stated I needed to speak to [redacted] or [redacted] in Account Management and he stated you no longer have an account with us and that would be unethical for us to let you speak with them. I asked two more times and he stated the same thing at which time, I realized that we had been defrauded and they knew exactly what they were doing. They have the 300 dollars we paid for the equipment and got us to pay postage and send back the equipment and we have nothing just an empty promise and a pack of lies to reimburse us for returned equipment.Desired Settlement: All we want is the 200 dollar refund they promised us and to warn others to beware on how they can be defrauded.

Business

Response:

August 1, 2013

Review: A verbal telephone conversation involving my request for NO long term, 24 month installment of internet services by this company due to the residence being a rental. I was informed by the sales person that a 6 month commitment would be acceptable without penalty charges. I repeated my requirement that 6 months was all I was willing to commit to because I was not sure how long the new tenants would be occupying the premises. Tenant complained to me many times of the inadequate service in the area, defining slow internet access. Tenant later informed me that they obtained their own service, and I should cancel Hughes Network. Upon my call to request cancellation I was informed that, in fact, there is a 24 month commitment, and a $400 fee, however, I could put the service on hold for 6 months in case I signed up a new tenant. I agreed to that as it seemed reasonable only to learn of a monthly charge for "taxes" for the 6 months service was on hold. This is clearly a bait-and-switch tactic to gouge consumers. I want this service canceled, and no longer on 'hold' and I do not owe further fees. I would like to suggest that Hughes hire people without heavy accents for their customer phone service as they are difficult to understand.Desired Settlement: Stop sending me bills for services not incurred. There is no $400 charge for discontinuation of service since the original agreement was for 6 months only, and the service I did pay for was substandard.

Business

Response:

May 2, 2013

Review: A [redacted] sales person came to my door and sold me an "internet, TV, and phone package." Only it wasn't the package I that was sold to me. "They" set my internet up through HughesNet. "They", I thought, was [redacted] but instead, as I am learning later, was HughesNet. They drilled holes in my roof, left a host or wires all about and the internet NEVER worked. I called to cancel the service and the person I spoke to gave me a hard time, threatened me with a $480 fee if I did cancel and never sent me the label they said they would send so I could return their equipment. I became aware, through [redacted], that this particular service does not even work in NH. I demand my money back without cost for the services never rendered. It cost me $250 to repair the hole that HughesNet left in my roof.Desired Settlement: To get ALL my money back without any additional fees and a sincere apology from the company for extremely poor and negligent service. Also, to reimburse me for the cost to repair my roof.

Business

Response:

January 09, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our executive customer support representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, Hughes has waived the early termination fee in the amount of $400.00, bringing the amount due to $0.00.

A box will be sent to the address on file for the successful return of **. [redacted]’s equipment which needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.

**. [redacted] would need to send pictures of the damages to her roof as well as an invoice to the email address below by putting my name in the subject field for consideration of reimbursement of the roof damages.

We advise **. [redacted] to contact me at the number below with any additional questions regarding her complaint.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Review: daugther used husbands bank card for install onlyno oher pernisson givein hughes net then went and took 77.77 out of our acc and has agreed they were

wrong they were to give it back but has failed to do so.they said 72 hours as of fri april 19. have treid to tell hem it was not [redacted] bank card or account she told them also at install not to attach o this account but they took our money and have not returned it as they have said they would [redacted] has canceled the account with themDesired Settlement: return money they took from our account with our permisson from the owner of said account

Business

Response:

May 7, 2013

Review: HughesNet has failed to provide the service in which I entered an agreement for in January 2013. I have not had internet service in at least three mo

Beginning 5/12/13, I have had eleven reference numbers assigned to my case. I have spoken to eleven different representatives from HughesNet; each on promising to get my internet up and working properly. I have had two different service men come to my home and try correct the problem but neither one was able to fix it. I have been promised free services such as free home tech support, free PC tune up, lower monthly payment for six months, and so on. I have not had service since before Easter of this year however, HughesNet continues to take money out of my account monthly. I had my service cancelled in May and charged $286.59 for early cancellation. I have since been refunded this amount with the promise of reactivating my service and all the other promises that I already mentioned. I have been put on hold for over two hours several times and have been hung up on at least three times. I can no longer call from my home where my computer is because I am still considered disconnected. I have been promised to have service technicians call me at my home to try and correct the problem. I have all of the reference numbers and the employees names that I have dealt with in the past two months, with notes regarding our conversations. The last person I have spoken to assured me that because he was a level III advanced technical support account manager, I would be getting a call from them that evening after 6 PM and my service would be reinstalled with a $10 reduction on my bill for six months. I still have not heard from them.

Beginning May 12, 2013 I have spoken to; [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted]. I have been given the following reference numbers: [redacted], [redacted],[redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted],and lastly [redacted]. I think I have been more than patient with this company and thoroughly regret ever getting involved with them. For the few months that I did get internet service, I had to call many times to get our service back up and working, while being kept on hold for hours at a time.Desired Settlement: I would very much like to be reimbursed for each month since January since I had such poor service and ultimately no service for at least four months now.

Business

Response:

August 1, 2013

Review: I became a customer of HughesNet 10-17-12. The internet service did not work - extremely slow, unable to view videos, could not listen to music, etc., on any computer in the house. I made numerous calls about the service in which I was usually told everything was working fine. I tried to upgrade to the Gen4 with the hopes that things would be faster, but I did not see any improvement. When I upgraded, I never received any statement about the upgrade charges and HughesNet bounced my account by withdrawing more than $300. Since the service was so bad, I could not continue with the doctoral program I was enrolled in and this cost me, as well. I finally had enough and disconnected their equipment and got another provider. I called Hughes on 3-05-13 and requested termination of the service. The woman I spoke with argued with me about how wonderful their service was and then informed me that it was down in this area because they were "upgrading." I was then informed there was a $370 early termination fee. I was angry with this and argued that it was wrong to charge such a high fee for a service that never worked. After listening to the person tell me how wonderful everything was, I finally told her to cancel the service and send me a final bill and I hung up on her. I received another bill last week for another month's service. I called again 4-18-13 and was informed that the service was not cancelled. First I was told that there was no record of my request, then I was told it was not cancelled because I refused to pay the early termination fee and hung up. I told this woman that I believed it's wrong to pay for such terrible service but send me a final bill. She said I would receive a final bill and a mailer to return their equipment. On 4-19-13, I received a telephone call from an attorney's office [redacted] looking for payment? I told this person that I only spoke to someone yesterday and I had not received a final bill or mailer and I was not paying the bill until I received

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

HughesNet has terrible internet service and the early dial up service was much more faster and reliable than the service I received from this company. It is wrong to charge an early termination fee when the service never worked to begin with and it was wrong of them to turn me into an attorney for collection when I only spoke with them the day before. I would like a credit/refund for the early termination fee and the collection action removed from my credit report.

Business

Response:

May 7, 2013

I signed up with Hughesnet Gen4 with Hughesnet Voice through a flyer I received in the mail. I was to get free internet and home phone equipment, free set-up and activation.
The first month of Hughesnet internet service was free, but not the phone.
I was promised a deal of $69.99 for both internet and phone for 24 months with a contract of 24 months.
After having Hughesnet for a month I checked my billing statement. It said $127.00.
I had to call and speak to someone to remind them of my deal, which turned out to be good for only six months. I am getting $20.00 off for the internet and $10.00 off for the phone.
They said I could keep the first $10.00 internet discount for 24 months but would have to call every 6 months to renew the second $10.00 internet discount. The third $10.00 discount is for the phone and is only good for three months. No renewals for that one.
I feel very disappointed and angry at Hughesnet. They lied to me from the start. They won't put any of their deals in writing. They'll give you a reference number, that's all.
I really thought I would be saving on phone and internet service. That's why I went with them. Had I have known what shady dealings they practiced I certainly would have gone elsewhere.
The operator said they were partners of Directv, which I have had for fifteen years, which is not true.
I advise you to look elsewhere for high-speed internet access if you live in a rural area as I do.
The phone sound quality is mediocre with echoes and gaps.

In April of 2014, I contacted Direct TV about a bundled offer for TV and internet with Hughes Net as the carrier that Direct TV was bundling with at the time. It was for a 30 day trial period. I was notified of an appointment day and time and a rep with Hughes Net came out and installed the Hughes Net equipment
At the onset, he went through about four modems before he found one that worked and finally got the service operating. He told me to call him if I needed anything and gave me his card. After about two weeks, I called him and told him I did not want to subscribe to the Hughes service and asked him to come pick up the stuff he had installed, which he did. I thought that was the end of it since it was well within the 30 day trial period that he picked up the equipment.I asked him if there was anything I needed to do and he said no. So. of course, I thought there was nothing that needed to be done...he had the equipment, and I had notified him within 30 days that I did not want the service.
Some time later, I noticed on my bank statement that I was being charged for internet service through Hughes Net...kind of a surprise since I did not have the equipment to do so. I then tried at least two different times to call the service number I got on line to ask why I was being charged for the service. According to them, I was under contract for their service...NOT. I tried to explain to the service rep that I was with them for a trial period for about two weeks but called the installer to have him come pick up the equipment he had installed because I did not want the service. After going through several people and thru calls that were disconnected when I asked to speak with a supervisor, I was told that I owed a months bill for service and that if I discontinued service, I would be charged over two hundred dollars early termination feel. Keep in mind that I was not under contract with them nor had I ever been.
I finally called the corporate office in Maryland and spoke with someone who told me that because I did not call them...Hughes Net... to discontinue the 30 day trial, I had been locked into a contract and was being charged monthly for the service. Again keep in mind that the installer has had the equipment over a year now, and I was never using the service. Monthly charges had been charged to my bank from May of 2014 thru today, the 6 of July 2015 which amounts to about a ball park figure of $1080.00 now? The best the representative I spoke with in Maryland was going to be 1. waive the early cancellation fee, 2 waive the equipment charge which I was supposed to pay for not returning the equipment which again I have not had for over a year now, and 3. charges for June. Mind you, I never had a contract with them, returned the equipment to the installer, and none of the costs I have mentioned ever applied. The only reason I was given was that I did not call to cancel the service. So tell me, did Hughes Net not get free money for over a year now, and I got the shaft? How is that good business?
I am in the process of obtaining legal counsel to recoup the money they took from me. Whether it will do any good or not, I do not know. It would have been so much easier if Hughes had refunded my money and cleared their records of something I never had.
I will not ever recommend nor subscribe to Hughes Net again. How can they do this to people and get away with it?

This company neglected to advise me as the customer that they did not receive all of the correct parts and charged my account over $200. I was not given any notification that I was going to be charged. I was told that I needed to have a certain tool in order to even get to the part that needs to be returned. It would have been nice to have been notified that I needed to send in 3 parts instead of 2.

Review: HughesNet CASE REFERENCE NUMBERS (once I began writing them down anyway)

[redacted] talked to [redacted]

[redacted] (yes, gave me the same number twice)

[redacted] (date 9/13/2013 at 11am)

[redacted] (date 9/14/2013 at 11am)

I have a 2 year contract with HugesNet and must continue paying or I will be charged a cancellation fee which will be anywhere from $500.00 and can be up to $800.00 for breaking my contract. I was never given a copy of the contract I signed, so I cannot say for sure what the penalty fee is, but the amounts I stated above are how my friend understood it per what she found on their website information under their cancellation policies for "cancellation after 30 days". I do recall it was a huge amount so I am thinking she is very correct on that amount.

I made 3 or 4 calls before I started recording the case numbers, sorry I didn't keep track earlier. I first called on August 23rd 2013. I've made so many calls to them with no resolve that I am at my wits end. I am feeling totally disillusioned with the service that HughesNet promised. Therefore, I am seeking your assistance in any way you are able.

HughesNet sent out a Tech on August 24th. I wasn't home at the time, but several people over the age of 18, as HughesNet requires, were here to allow the Tech access to the home and equipment. I was called home in order for the Tech to get a "token" to even work on trouble shooting. They gave the Tech 5 megabytes to work on the sytem and it was gone before he could troubleshoot anything. He told me to call HughesNet and tell them that I needed a complete new system from the transponder to wires to modem ...in essence, the Tech informed me, all of their equipment had to be replaced. When I called HughesNet they told me they "don't do that". Considering I am renting all of the equipment, I would assume they DO do that. Their own technician said that is what needs to be done.

On one occasion they gave me 5 gigabytes of data and it took approximately 2 hours to disappear. On another occasion they gave me 10 gigabytes of data and it took approximately 3.5 hours to disappear. Previously I had never run out before the end of my month.

HughesNet gave me a download for a meter to check how much data is being used now that I am having issues. I didn't have this meter before so I can't tell you how much I used in a typical month before this all began.

On my monthly allowance I get 20 gigabytes for $125.00. I normally play World of Warcraft (probably 20 hours a day - don't judge me *smiles*) and run 2 computers on it, my brother playing facebook games as well (almost 24/7 as he and his wife take turns using it for the same purpose) and we had never used over our data allowance before.

My brothers computer is broken down and my computer has been broken for over 4 months and I just got one again on the 23rd of August which is how I realized this was occuring, however, now my computer is broken again. ( It had a faulty video card in it so I no longer have a computer again. ) The very next day, the 24th, I had to return it. My brother has borrowed a computer from the in-laws which is how we know the internet access is still an issue.

I called Hughsnet regarding all of this on September 5th. I told them that this is unacceptable and I was going to be getting in touch with the Revdex.com and their response was: "Don't do that!", and they would have a "level 4 Tech" call me back within 24 hours and get this resolved for me. That didn't happen within 24 hours, but I decided to give them plenty of extra time to do so. They never did call. I never heard one word.

My time for this months allowance was reset for 20 gigs on Sunday September 8th. It was gone on Monday the 9th, roughly 24 hours for 20 gigs of data to disappear and no-one was on the computer at all that whole 24 hours.

I was told just today (September 14th) when I called that all of this is the fault of MY router. Previously, I was told by them on the phone, and by the Tech that was here, that none of this could be caused by my router and that no one could be tapping into my router, as people for starters, are too far away from my house (a quarter mile or more) and my router is password protected anyway. So neither reason could be the cause.

I feel I had been nothing but patient with these people.

My patience has now run out.

I feel I have no recourse but to implore someone from the FCC and/or the Revdex.com to investigate, and, hopefully help me resolve the issues.

I believe there are regulations to keep companies from getting away with these things.Desired Settlement: I want out of my contract without penalty and my account refunded to all of the data I didn't actually USE...Lord only knows where it went.

Business

Response:

September

30, 2013

Review: I signed up for internet service at my 1520 n fork rd location, the installer came to install the product and hee'd and hawed over a location for the dish, he placed the dish on a building and said he would have us up and running in no time. he stated that the new system would deliver speed of 10 mb download speeds and 1 mb upload speeds.

He hooked everything up.. got yahoo.com to show on my computer and left.

while trying to use this service my family has noticed consistent slow speeds with dropped pages and we are unable to use banking as the slow speeds will not connect to our bank. we have called since this system was installed and have complained that the speeds are horrible and simple browsing returns broken images and media..consistent with the dropped pages. For two months we have called to support and techs and complained that we are NOT receiving the speeds promised by hughes net and their installer. the support people feel 10 to 15 minutes to load yahoo.com is acceptable..we don't.

when I stated I did not think that Hughes net would be able to fix the trouble as in two months it was not resolved the support person stated they don't give refunds as per their online policy.. I cant even browse to this policy as the service returns a page not found.

I ordered this service in good faith and have paid my bill I have never received anything close to the speeds promised by the sign up people or the sign up tech, nor have we ever received any paperwork telling us what service we have .account numbers..nothing! I have been strung along for 90 days with support and tests. I am NOT getting what I was lead to believe I was being sold

the service I receive here at my home is not what was described to me and not acceptable.Desired Settlement: I would like hughes net have their installer remove the equipment off of my home and have hughes net end this 2 year agreement with no fee's being they can not provide acceptable service in this area.

Business

Response:

May 01, 2013

This internet service was supposed to be cheaper and faster the connection than wind stream and it costed more and slower. We cancelled it and a month later they took money out of our bank account trying to say we didn't call and cancel it when we did after they installed it cause it sucked and costed way more and it will take a month to get back the money they took back in our account and it should come back right away instantly and trying to charge $400 just to cancel it I don't think so because we cancelled it the first day after they stupid guy installed it. I hope Y'all take the time to read this because no one should go through what we went through. Thank you and hopefully you all will get the news around and expose them for how bad of a company they are crooks.

Review: I purchased Hughes Net satellite internet in March 2013 because I have no access to other services in my area due to location of my residence. First I did not authorize an automatic withdrawal. It was done without my knowledge. Then 2 weeks into my service contract (for 2 years) my service stopped. I called for two weeks-approximately 10+ times. I called all the numbers listed in the materials I had received from the installer and those in the local phone book. I finally reached someone at Hughesnet who apologized for my inability to reach them stating they'd had phone problems. They sent someone to repair my service. It worked for a few days and went out again. This next time I spent hours of my time on the phone with their technical services having them check the equipment. This department couldn't repair my service and told me they would set up a service call. I didn't hear back from them for a week when a service repairman said he was right down the road and wanted to come by now and make the repair. This is mid-May and I've been paying the full amount for services rendered this entire time but have actually had usuable service at less than half of the time I've now been on service. The repairman did make repairs and charged ME $25.00 which I paid. The repairman stated that my personal router was causing problems and disconnected it. And with whatever else he repaired he caused me to be unable to send out any attachments on my email that has always worked fine. I depend on my internet service for business purposes and cannot manage without it. Hughes Net called this repaired and I'll agree that the internet worked but the email did not work correctly. It would come and go over the next few days and then I made a trip out of town for 6 days. I just returned on Wednesday, July 3rd, 2013 only to find my internet is completely out again and no amount of resetting all of the equipement will do any good. This is the most outrageously bad service not including their customer service and inability to even reach them. I have been paying $75.00/mo for NOTHING!!. I am outraged at this company and then they try and force me to stay with them and tell me if I don't I will be in Breach of Contract and owe them more money. They have not in good faith provided me with a decent service. Not to mention what they did in the beginning doing an automatic withdrawal and never telling me until I called in because I was not receiving a bill and because I didn't have service couldn't check my bank account on the internet. These people need to be shut down until they can provide a legitimate service. I live in [redacted] Alabama 10 miles from town on a main Highway. So this company cannot blame it on inclement weather or that I live so far off the grid that it's difficult to receive reception. My internet is very slow also and I was told that would not be the case also. My friends in Oklahoma had Hughesnet also and they too had similar problems and seldom had service. Please do something about this company.Desired Settlement: I am writing a letter to Pres/CEO [redacted] letting him know about what has happened with me. I want my contract terminated as of now and they should absolutely NOT hold me to their two year contrac AND They had better not charge me a penney because I am not the one to breach their contract. They have breached when I've paid all this time and they have not provided me any kind of usuable service. They need to come and pick up their equipment. They have always gotten a premium price for their internet service but they did not perform on that end for I have received little service from them. I am calling in immediately and also sending this letter terminating service. They ought to return every penney I've paid them for my trouble they've caused but I just want them to acknowledge that the contract is null and void and I don't owe them anything and they come and get their equipment.

Business

Response:

July 16, 2013

Review: Fraudulent credit card debits for six months.

I do not have an account with HughesNet, but my husband does. I authorized a one-time payment on my personal credit card back in July of 2013. We cancelled the service and switched to [redacted] in August. HughesNet took it upon the**elves to keep my credit card on file and continued to debit it for six months beyond use. When I finally discovered that this was happening in January of 2014, I called them and explained this was fraud to debit a card they didn't have authorization to debit and for a service that was cancelled. It took multiple phone calls with individuals that couldn't speak English to save their lives to get it resolved. They made me go out and dismantle the satellite to mail components back to them to get a refund for ONLY A PORTION of the payments that had been debited illegally from my account without consent by me. Remember....I was not listed on the account AT ALL. I was furious! If I had time to get a lawyer, I would have sued them. I do want to mention; however, I finally got in touch with a woman named [redacted] who is a customer service rep for HughesNet and much to my suprise, she actually could speak and understand English and she helped me very much. Thank you to her for finally ending this six month ordeal. HughesNet is conducting illegal bank activities. At no time did they have my authorization or signature to keep my personal credit card on file to auto-debit payments for an account I am not even listed on. SHAME ON YOU HUGHESNET!!! And stop false advertising that your service works in areas that it most definitly doesn't. YOU MADE ME MISS DIAL-UP! Horrible excuse for a professional organization. You are no better than these Nigerian 419 sca**! I hope you go bankrupt. You, the CEOs and CFOs are horrible, despicable businessmen and women.Desired Settlement: Considering what you put me through while attempting to fight cancer....I can't count that high. YOU ARE JERKS! Certainly receiving a rediculous $149.00 back when you ILLEGALLY debited $450.00 WITHOUT authorization or permission from an individual who doesn't even have an account with you.....UNBELIEVABLE. I WISH I had the energy to sue you for that amount plus punitive damages....as I CLEARLY didn't need this aggravation! Not only that....THIS IS A CRIMINAL CASE of the Federal kind. It is

Business

Response:

February 26, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking a refund for prior cancelling which contributed to service not rendered.

After further review the account has been cancelled. There was a refund issued of $265.91 to the credit card of file.

We attempted of notify **. [redacted] of our decision on 2/26/2014. 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,

Executive Customer Support

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

[email protected]