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: 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]

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.

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.

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?

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.

Very disappointed with service. I felt my internet service was being policed. I was told by their customer service that I did not know how to use the internet properly. I was then told how to use it.
Whenever I called for customer service I was not "serviced" I then was told how I should use my internet. This is after paying them over $120 a month.
I think something should be done or they should be investigated for their poor customer service and their misleading representatives at the time of ordering the service. The representative spoke so fast that I could not understand all that was said. When I asked questions I still did not understand but I didn't get answers.

I disconnected from Hughes Network Systems, LLC on October 2nd. I recieved a box from them on October 8th to return their equipment. I put all of their equipment that needed to be returned into the box and placed the return label that they had printed on the outside of the box. UPS stopped at my house to drop off another box on October 10th. I gave the return box to the ups driver. I spoke with a Hughes Net represenative later in the month but don't have an exact date. That person told me that all of the equipment had been returned and a refund for any over payment would be processed as soon as my final bill was done. I received a refund in my checking account in November. I then through all of my paper work away from Hughes Network but I figured I was all done with them. Now in December I find a charge of 316.00 to my checking account from Hughes net. When I called to find out what the charge is for they tell me it is for equipment that was not returned to them. I have called them several times to try and figure out where the equipment is but they will not give me the tracking number that was on the return label. Ups cannot help without a tracking number. The conversation I had with a representative today, Dec. 30, 2015 she first told me that they had received the modem but not the radio transmitter. She gave me a confirmation number. I then started to ask why they are charging me for all of the equipment then when they had received some of it. Which didn't make sense if they received on thing then they received it all! then she said that after checking further they had not received any of the equipment. I have been told different things every time I call. They do not deserve to be in business if this is what they do to customers when they cancel with them.

Review: We asked that our account not be debited but it was anyway.

When we started our account with Hughesnet we authorized a $99 dollar charge. They then charged us $171 dollars, which they told us was for the first month. We did not authorize them to do that. We called and requested that our account not be debited again. They said that their system was down so they couldnt change it in the system, but they would make a note of it. We called to cancel our service and was told at first that it would be $400 but since they didnt have a contract that we had signed that We asked again that they send us a paperbill and not debit our account and again we were told that they would make a not of it. The next day there was a charge for $200 on my account that I didnt have the money to cover, so I got an overdraft fee of $36. This also made some other charges that I had made overdraft my bank account and now I have a negative balance of $235. Is this legal? I am not a rich person, I work at [redacted].Desired Settlement: I would like them to cover these charges. The $187 dollars I had in the bank was for my son's birthday. The overdrafts that occured would never have happened if they'd sent a paper bill like we requested. They are responsible for this. I mean is it legal for them to do people like this?

Business

Response:

March 28, 2013

Review: Hughesnet service performs woefully below their advertised speeds. I have been with Hugesnet for many years. Not because I want to, but because there is no other option where I am located. The performance of their system has been very poor from the beginning. I originally was paying for service download speeds up to 750k, which was later raised to 1000k by Hughesnet. On any typical day over the years, I would feel lucky to get one third of what I pay for, but I can work with that. Over the years I have spent literally hours on the phone with their tech support and can't recall a single time when they resolved my issue. I just had to give up and wait for things to eventually improve on their own.

Hughenet has recently come out with an upgraded system, urging all to "upgrade". Since that time, the performance of the HN 7000 series (which is what I have) has steadily declined. For several hours a day, my download speeds will drop to double digits. It has been as low as 21k out of the 1000k that I pay for. Starting on February 12, I started performing regular system speed tests (using Hughesnet's speed test ) and compiled the results. During a one month period I performed 162 speed tests with a total average speed of 142k out of 1000k that I pay for. That means that I am getting 14 percent of what I pay for.

On about Feb 21, 2013 I contacted tech support regarding this issue. The tech could not help, so the issue was "elevated" to advanced support, and I was told that I would hear within 48 hours, but at a time that I could only guess at. I received a call, probably close to the 48 hours, but I was not home. The message left on my machine was unintelligible, so I could only assume that it was from Hughesnet. So I called tech support again, and they confirmed that advanced support had called. I was told that the next time that they would call would be 5 days, and there was nothing they could do about that. So, about 6 days later, they called again. I was not home (they won't give me a time so that I can make sure I'm home. I just have to wait all day). The message was again unintelligible. There was no call-back number provided. So I again called tech support . I don't recall if it was this time or not, but, but on one of their advanced support call-backs I just missed the call by 5 minutes. I immediately called tech support to tell them that I had just missed the call and was there something that they could do to just tell them to call me right back. Well, the answer was no, but they guaranteed that I would get called back later that night or at the latest the next day. About 5 days later I finally was home (my some lucky chance) to receive the call. I was told that there was obviously an equipment problem and they would send out a technician. So, a couple days later a technician comes out, pronounces my system as fully functional, and spends the better part of his visit trying to convince me to upgrade. I told him I was not interested, it would require relocating the dish to an unacceptable location, not to mention the $400 plus a new 2 year contract. He told me that the Hughesnet 7000 system was garbage and that it would never work properly, and that I could either upgrade or learn to live with speed that are slower than dial-up, and left.

So, I called tech support again, relayed the technician's assessment and was eventually elevated to a supervisor who said he would call the technician and get him to come out again. Shortly thereafter I received a call from the technician telling me that his coming out again would be a waste of time, and if I kept calling tech support, it would reflect poorly on him. I told him that I would continue to call tech support until they either resolved the issue, or admitted that they could not resolve it. The tech told me that no way would Hughesnet ever admit that. Tech support also told me that I would be credited for the time that the system was not performing up to standards. I called tech support again to make sure that the technician had not told them that the issue was resolved. Whenever I call, the recorded message tells me that a technician is scheduled to come out, but that is in error. I have never heard from "advanced" tech support again.

I called the billing office to make sure that I was not getting charged for this service, and was told that they could not credit me until the issue was resolved. As I write this, the current results of yet another Hughesnet speed test is I am getting a download speed of 40k...out of 1000k That I pay for.Desired Settlement: I want Hughesnet to either resolve this problem, or admit that it will never get better. I know that they have all the legal weasel-words about speeds not guaranteed, but 40k out of 1000 is ridiculous.

Business

Response:

April 16, 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

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: 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: No technician ever came to install the system.

Technician installed the service at a different location for a different person and Hughes Net is charging my credit card $394.00 and after hours on hold, speaking to representatives that have failed to accomplish anything or show any concern for my problem.Desired Settlement: Reverse the unauthorized charge on my credit card and cancel this order.

Business

Response:

October 1,

2013

Review: Moved out of the city to country and called HughesNet for their service. Siverices wa to consist of 10M down and 1M up and I explaind to the sales lady that I had to have it work through a VPN for work and that if it didn't I would have to find another company. [redacted] (Sales Lady) said it was not issue, so Iordered it on May 28th. From day one I struggled to get even close to 10M down and 1M going up and called their support department to try and resolve this through the months of June and July. They sent a service rep out here to realign the dish and he told me that I was never going to get 10M - 1M and that the dish should have never been mounted on the roof but a tower. I continued to work with their support department until the support person said, that the speed is not a gurantee. That was enought for me to start searching for a different provider.

Multiple cases opend to fix issue with not resolve for the speed.Desired Settlement: NO termination is deserved to company as they cound not hold up their end of the service of 10M - 1M and I never signed a 2 year agreement.

Business

Response:

December 11, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **.

[redacted]’s service was activated on May 28, 2013. On November 13, 2013, **. [redacted]’s account was cancelled. As a

result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $291.50.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $170.00 to apply towards the early termination fee leaving a final balance of $121.50 which was paid by credit card.

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:

[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 matter can not be amicably settled and that the case should there for be closed.

Regards,

Review: Since upgrading to hughesnet gen4 our computer connection has been very poor if at all. In spite of several contacts with their Tech support and going to an outside source they reccommended our service is still poor if at all. They refuse to let us out of our contract without paying a rather large pelalty in spite of lousy service and even poorer customer support since this upgrade. We have jumped through all the hoops they have presented and still have lousy service even when we are connected.Desired Settlement: I would like this service to be either corrected promptly and efficiently (meaning it works reliably) or the service discontinued at no additional costs including but not limited to discontinuing our servace program without penalty or charge for discontinuation

Business

Response:

December 17, 2013

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 7, 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 that **. [redacted] has some concerns regarding the performance of their HughesNet service. **. [redacted] are seeking improved and consistent internet browsing speeds.

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 26, 2010. **. [redacted] was offered a Gen4 hardware upgrade

as part of a service improvement solution. **. [redacted]’s hardware was upgraded on October 24, 2013, and **. [redacted] reported there were still proble** with her service.

At the time **. [redacted] ordered her service, she had to agree to the ter** and conditions of our subscriber agreement to begin her HughesNet service. Section 11.1 of Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAI** ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEED.”

Over time Hughes launches new satellite systems and offers were made to upgrade to the new Gen4 system, instead of repairing the existing hardware. Hughes values **. [redacted] as a long term customer and we wish to retain her business. To that end, Hughes offered an upgrade to our new Gen4 satellite service, and to work with **. [redacted] to hopefully resolve their technical issues. Hughes issued a two month service credit to **. [redacted]’s account in the amount of $126.73, plus a future service adjustment of $20.00 off the next six months of service. Hughes will continue to monitor the performance of **. [redacted]’s service and is committed to working with **. [redacted] to reach a resolution. 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

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

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: My wife and I have had their service for 10 months now ?, with a new computer. Lately it has been freezing up in the middle of sending emails, and banking issues. Today I finally got a phone call to correct the problem or so I thought ?,they say that there's NOTHING wrong with the system. They also say that we have to pay them $214.00 ?,to cancel the contract. Why ?,they already broke it, by refusing to do anything to help(not the first time either).We tried getting phone service through them, but they refused to help there also(knowing that neither of us are computer literate).

Product_Or_Service: 02/04/2013

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

Released from contract without paying anything, they come for their satellite dish(remove).So that we can switch to [redacted] network(have tv service),they at least will come out within 24 hours to help us(if can't be resolved over phone ?).Our account #[redacted],we can also get a phone in, and have help setting it up. Where Hughes net didn't want to be bothered with us, and help with the phone modem. If they say that our computer has a virus ?,th

Business

Response:

December 6, 2013

**. [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 his HughesNet service and would like to cancel without penalty.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement in order to begin his HughesNet service. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEED.” In addition, actual speeds will vary based on the amount of traffic on the internet, the content on a particular website, or by the overall performance and configuration of one’s computer”.

Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware fee in the event he cancelled the service prior to expiration of the service commitment period.

After further review, based on our technical support notes on 11/25/2013 there may be underlying issues with **. [redacted]’s computer. Hughes would like to restore **. [redacted] faith as a customer. Hughes can process a free complimentary “Home Tech support” to troubleshooting **. [redacted]’s computer.

**. [redacted] would need to contact me at the number below for further troubleshooting.

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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I'm still having connection issues, I had one of my younger brothers here for thanksgiving and he fixed the problems on Our side. But we're still having connection problems, they're modem ?,keeps freezing up on me. I couldn't see what they said, because of this problem ?,

but I'm sure that it's NOT what I like to hear / see ?.I have to shut everything down for 10 seconds (3-4 times) an hour when I'm on. Yet they say that it's me, not them ( I know).

Regards,

Business

Response:

December 12, 2013

**. [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 his HughesNet service and would like to cancel without penalty.

After further review, based on our technical support notes on 11/25/2013 there may be underlying issues with **. [redacted]’s computer. Hughes would like to restore **. [redacted] faith as a customer. Hughes can process a free complimentary “Home Tech support” to troubleshooting **. [redacted]’s computer.

As previously, stated **. [redacted] would need to contact me at the number below for further troubleshooting. If needed, Hughes will send a replacement modem to the address 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. 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:

[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,

I just got a phone call from Hughes this AM, that they're sending us a new modem. With the package slip to send the present one back at their expense, so we'll see how this new modem will work ?.

Review: I switched my internet service from Hughes to [redacted]. On December 29, 2012, a service technician tried to switch services & was unsuccessful; he told me that he would come back on Dec. 31, but didn't show, later I received a call saying they would come on Jan. 2, 2013, which they did come and install [redacted] internet service. I was told to call and cancel the Hughes service by the [redacted] service technician. I called the Hughes company a few days later and was told not to cancel it because I would be canceling my new [redacted] internet service, since [redacted] had bought Hughes out. When I continued to receive bills from both Hughes and [redacted], I called them and tried to cancel. I called Hughes on Feb. 7, 2013, and spent 4 hours trying to get the service cancelled. Finally I talked to the second account management person who agreed to cancel the service and told me that he would credit my account with the $59.99 and that I needed to send the radio transmitter from the dish, back to them, which I did on Feb. 8, 2013, as well as a letter stating that I had cancelled the service. They credited my credit card with that amount. I received an email from Hughes on Feb. 11, 2013 stating that the service had been cancelled. On April 5, 2013 I received a call from Hughes stating that I owe Hughes and that my letter wasn't good enough to cancel service, that I need to call and talk to an account manager to cancel the service. I then talked to a supervisor ([redacted]) who hung up on me when I told her that I had a problem with billing and I had been told several things that weren't true.Desired Settlement: Justice and fairness with this company. They really owe me for January and February because they would not acknowledge my desire to cancel in January. They need to drop any charges and stop calling me.

Business

Response:

April 8, 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

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