Hughes Network Systems

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: 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: My husband and I have had Hughes Net Internet Service since 2010. Earlier this year my husband passed away. We had a joint bank account with both our names, and both the bank account and Debit Card for paying the bill has had my name on it. My name only for the Debit Card. There was never any question about it. Today I called to have the service terminated due to me finding a much more reliable and cheaper internet service provider. I was told that I cannot do that. The customer service woman asked to speak to my husband, and I informed her that he'd passed away. I was put on hold and then when she came back on she stated that I was not allowed to have the service turned off because its in my husbands name. I said, he is my husband, its in our names. The woman said with sarcasm "your name isn't even on anything" which I know to be a lie. I haven't even used the service for over a week now. I was told that I have to get a copy of my husbands death certificate in order to do so, that I must fax or mail it in. Which will cost me even more money. I am not asking for more services, I am not asking or wanting anything that's going to cost the company money. I just want my service turned off. I cannot afford it! I feel that is highly offensive and rude! I do not find it a good business practice to insult me such as that, as if I am lying just to have a service terminated. I am so upset I am in tears. All I want is them to stop the service, I cannot afford it.Desired Settlement: All I would like is an apology and my service terminated as I was trying to do.

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 attempted to contact [redacted]. [redacted] to resolve the outstanding matter. It is our understanding that [redacted]. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]. [redacted]’s account

was activated on March 4, 2010 and requested to cancel her service on November 30, 2013. We are very sorry to hear of [redacted]. [redacted]’s loss and it is standard procedure to require a death certificate to cancel service if the account holder has passed, however considering [redacted]. [redacted]’s circumstances we were prepared to have the service canceled as requested without the documentation. Our call center has processed the cancellation.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]. [redacted] will also be sent a return kit so that she can send back the leased equipment.

We sincerely regret any inconvenience that [redacted]. [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]

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: On january 3rd I had a charge of $280 on my card for them cancelling service without my moms permission. I had to call them and was on the phone for 3 hours and finally got money put back on my card and got credited for feb 3rds payment to be free and march and april to have 20 dollar discount. Now on feb 3rd they have taken $41.18 off my card. I called them to get money put back on my card since I was supposed to have Feb for free. they told me that they could not put the money back on my card but would give me another discount of 100 dollars which would give next 3 months free which doesnt help me and how do I know they wont do it again. I then asked to speak to manager of the department that puts money back on your account apparently they dont talk to customers only employees. Their reason was their company said since I got a rebate last month I couldnt get another one this month which I dont understand since they were both their fault. Then when I called for corporates information. the company couldnt even give out a number to their corporate office. The account is under [redacted] but my name is on the account.Desired Settlement: My desired outcome is to have the $41.18 put back on my card. Then to have my account cancelled and not get charged an early determination fee because I cant afford this every month for the second straight month I have to pay my rent late because of this. I am on disability and only get a little over 700 dollars and have 4 kids I cant afford this.

Business

Response:

February 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to [redacted] and was activated on February 28, 2013.

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.

Because of previous credits that have been placed on the account, if **. [redacted] chooses to cancel service within her current bill cycle her net early termination fee balance will be approximately $89.00. Currently there is a credit balance of $161.61 and the early termination fee would be $250.00. We spoke in detail to **. [redacted] concerning the account and he understands that if $250.00 is charged to the account, the balance would actually only reflect the $89.00. We informed **. [redacted] of our decision on February 24, 2014.

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]

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: 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: 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: About a year ago I signed up for Hughes Net because of my location that was the only internet provider for my area. When I called to get service they wanted me to sign for a 2 yr agreement. I told them that I would only be in my home for a year. They said at the time of cancellation it would be pro-rated for the rest of that year. When I went to cancel my service they said there was no pro-rate and I had to pay the entire cancellation amount. Now the return of the equipment was another issue. When I cancelled service I moved about 4 hours from my last residence. The representative said I had to return the equipment, which they would send a return package, ok fine. When I received the return package and started packing the modem I noticed they wanted everything down to the ethernet cord :-). But the big shocker was an item called the RADIO. The radio is located on the top to the roof attached to the satellite. I called customer service and they told me that I would have to get on top of the roof to get the radio and return. But they gave me another option to have someone to go on the roof for an additional $100 to take the radio receiver down. At no time have I ever seen a company with so many hidden rules and regulation. There is no way to leave this company with a good outcome. Either way you will have issues when trying to leave. So if you can find another provider please do, I would rather have dial up than deal with Hughes NetDesired Settlement: To return the equipment and modem that I have with having to pay additional cost for a radio receiver.

Business

Response:

May 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on February 20, 2013. On April 8, 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 $220.00. Regarding **. [redacted]’s concern with having to return the radio which is located on the dish, the subscriber agreement specifically states that the radio, modem, and power supply must be returned to avoid unreturned equipment fees. In addition, a sales call review was conducted and **. [redacted] was properly informed of the terms and conditions particularly the 24 month commitment and what equipment needed to be returned. It was stated by the agent that $15 is deducted each month into the contractual period. 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 $110.00 to his account representing half of the early termination fee. If **. [redacted] is unable to return the radio, that $110.00 credit on the account can be used to apply toward the unreturned equipment fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

I 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: The amount of money that I was supposed to be charged was never the amount I was billed.

When my family signed up for hughesnet we were told that the bill would be 59 dollars a month and we were billed 87 dollars. I called hughesnet and asked them about it and they said the extra charge was equipment rental that the installer should have told me about. I cancelled hughesnet and since the man that did the installation didnt leave me any paperwork that said I was under contract I didn't think I was. I asked them to send me a copy of my signed contract and the they told me that I would have to look it up on the website. I am being charged $312.52 for a cancellation fee. I have not recieved anything in the mail however I was contacted by the a lawyer representing hughesnet. She has called my cell phone from a blocked number and I finally gave her my debit card number and she said "Trust me you don't want this card to not go through." Which was wierd to me so I contacted my local Revdex.com and they told me to file a complaint so they would have to produce the signed contract. The only thing I can remember being given to sign was the form for the installation. I was left no paperwork so I don't know what else to do. If they do in fact take money out of my account I would like to be reimbursed for it. Thank you very much.Desired Settlement: I would like them to have their lawyer quit contacting me from blocked phone numbers. I would also if I do in fact have to pay this amount have an itemized bill statement that I have already asked for and they have yet to send me. I would also like a copy of the contract that they say I signed.

Business

Response:

May 7, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on April 18, 2013. On January 21, 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 $280.00. 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 circu**tances, 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 $140.00 to her account representing half of the early termination fee. We informed **. [redacted] of our decision on May 7, 2014. 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: I had signed up for HughesNet and was going to be transferred over to Customer Service to get the phone added to my account. This process was set up by [redacted]. I was then transferred to Customer Service only to be put back into the Sales Department. Was given the phone number to Customer Service and found out that the Customer Service Department closes at 5pm. I was never informed of that information.

After getting ti touch with the Sales Department yet again, I was informed that there was nothing that I could do to get this service cancelled. I asked to speak with a Supervisor and was given the same run around about cancelling my service.Desired Settlement: I would like an apologie about the misleading information of being transferred to Customer Service and to have my service cancelled effective 4-1-2014

Business

Response:

April 23, 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, we attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns about being transferred to separate department to have his order cancelled. We apologize for the frustration **. [redacted] experienced in regards to canceling his service in a timely manner. The order is cancelled for **. [redacted]. We left a message for **. [redacted] informing him of our decision on 4/23/2014. When orders are place with our sales team credit cards are retained on file unless the customer contacts our customer support team to revoke authorize. 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: On March 7, 2013, I cancelled my Hughes Network internet service. I payed them a $200 cancellation fee and sent the equipment back to the company. On June 6, 2013, I received a bill of $318.00 for my Hughes Network service, it says they were unable to process my monthly payment and if this matter is not resolved within seven days following the day of the notice that the Hughes Network service will be suspended. I called to talk to them about this matter numerous of times, but it did not resolve anything while being switched to several different operators. So on 7/16 they took it upon themselves to take the money out of my sovereign banking account that I don't use anymore with the payment of $318.00. With that being done it overdrew my account leaving my account to bounce. I called them once again to discuss the matter, they put me on hold and transferred me once again three times to three different operators, the last person I talked to said it was for the equipment they haven't received , but I did not get any notices on weather they received it or not, I only ever received a bill for the internet I haven't had since March consisting of $318.00 too. I told them to pick their satellite dish and they told me they were going to charge me another $100 to pick up the dish. So needless to say they kept withdrawing money out of my account without any permission from me, leaving my account to bounce.Desired Settlement: For Hughes Network to stop going into my account and stop taking money out of it, when my internet has been cancelled since march 7th 2013, and for them to refund me the money they took out of my account without my permission because my service has been cancelled three months prior to the money being taken.

Business

Response:

August 1, 2013

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.

Review: October 15, 2013

**. [redacted]

President Hughes Net [redacted], MD [redacted]

Re: Hughes net Service for ###-###-####

[redacted], Texas [redacted]

Dear **. [redacted],

As a businessman I would expect that if you have a service

misrepresented to you that you will not be happy. That is my

case. On April 8' 2013 I called ###-###-#### based upon a

card I received in the mail for HughsNet internet service. I called

and explained to the service agent that I worked from home and

worked 10-12 hours a day on the PC and I needed fast internet.

At the time I had a radio ISP service provider. He told me that

your service would be twice as fast as the radio provider. I told

him that I would just have two internets services for backup and

they came out the next day and installed HughsNet. The installer

pulled out my radio ISP provider's lines and put in your lines. He

threw the cords outside and I did not even notice what he had

done till the next day. I had to pay to have the radio internet

lines rerun. When the installer was finished with the HughesNet

install was the time he told me about the fact that I would have

limited access based upon the Right of Access. I told him that the

service agent never told me that and that would not work with

my work situation. He said just try it. I told him to wait while I logged on and checked the speed. It was VERY slow and he told

me it would take a few days for the speed to level out-I believed

him.

HughsNet Speed just got worst and I called and they came back

out and moved the satellite but told me I would probably never

get fast service like I was promised. I went back to using my

radio ISP and every once in a while would access HughsNet-but

the speed never improved. So I am paying over $80 for

something that I cannot use. Today I called and asked for the

service to be removed and was told I had to pay for the full

contract even if the service was bad. I never agreed to a 24

month contract either and never signed anything to reflect that.

I want this service removed and to stop being billed and not

charged for the remaining so called contract time. If the service

was good, I would use it but my radio ISP was twice as fast as

HughsNet-not the other way around.

I look forward to hearing for you and this matter being resolved.

Sincerely,

cc.

/[redacted] Better Business

Texas Attorney General -Consumer Protection Agency

FCC-filed on line

[redacted]'s attorney of recordDesired Settlement: Unspecified

Business

Response:

November 15,

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: They cannot provide any service to me and wants me to pay for continued service or pay cancelation fee

I had hughesnet for a year prior to moving into an apartmnt and because there is no line of sight I still have a yr finish the Contract and they want me to pay for a continued service in which they cannot provide and want me to pay cancelation fee. Its a service they cannot provide and they want me to pay for absolutly nothing?Desired Settlement: Cancel theyre sevice and me not have to pay for it.

Business

Response:

April 11, 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. 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. After further review, Hughes has cancelled the account waiving half of the early termination fee which left a balance of $85.73. A final invoice will be mailed for payment. In addition, **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A pre-paid label and box will be shipped to the address on file. We notified **. [redacted] of or decision on 4/11/2014. 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. diagnostic Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: In their terms and agreements, express service is guaranteed for the next business day which the customer service representative said that they do not have enough contracted service personnel to provide that service.Desired Settlement: Them to fix the problem and stand behind their terms and agreements.

Business

Response:

November 11, 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, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a refund for a tech visit based on the time of arrival.

After further review, Hughes has issued a service credit to his account of $16.26 and the express fee of $29.90 bringing the total credit to $46.16.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]'s frustration and concern. We left a message notifying **. [redacted] of our decision on 11/8/2013.

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.

Sincerely

Executive Customer Support ###-###-####

Review: Since I was only able to chose one complaint type I chose customer service since I have had nothing but issues since signing up with Hughes Net. Ordering service was the only thing that went smooth. The day of installation the installer was late, and very unprofessional. He decided to put the satellite dish on the side of my house instead of the roof along side my [redacted] dish. The installer was here for over 4 hours and left before checking to make sure internet was good. I made my first call to customer service to advise that it had been 6 hours and still no internet. About an hour later the installer was here to "fix" the issue and left once again without checking service was ok. He was extremely unprofessional when he told me that he didn't need to hard wire my desktop computer since it was a newer model that could run off of wifi- not sure why he didn't even ask if that was okay. A couple days later I made my second call to Hughes net and was pretty much told "tough". I called the 3rd time to have my service canceled prior to the 30 day without commitment. I don't want to commit to 2 years since my internet does not work. I was called back by a manager and was advised A service tech would be calling me to fix the issues- was told someone would call me back within 24-48 hours to schedule an appointment. 4 days later and still not call back. I called back today and was given the run around once again and I canceled my service once and for all. I advised the customer service rep that HughesNet does not have authorization as of today 5/2/14 to charge my credit card for any services. I am extremely unhappy that I was billed 2 days after installation and I have not even been able to use the service. I want Hughes Net to refund me for the month I was billed since no services were rendered on their part. Also want to make sure my service is canceled as of today and that I will not be charged from their company ever again.Desired Settlement: Refund of the month I was billed.Service canceled.Some kind of restitution for all the phone calls I made and for all the promises from Hughes net that were not fulfilled.

Business

Response:

June 2, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and seeking a refund. After further review, we have issued a refund of $119.86 that was charged after cancellation which applied to the credit card on file 05/06/2014. In light of the difficulties **. [redacted] experienced with our service; Hughes has issued the additional service fee refund of $50.73 to the credit card on file. Unfortunately, we will be unable to issue any additional refunds. **. [redacted] may contact me with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[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 am not happy with their response a credit was issued for 119.86 however Hughes Net did not mention that the credit was issued due to their company charging me days after I canceled service with them.. They charged my account with out my authorization and caused 2 over Draft fees in the amount of $60 dollars. . Which they were suppose to refund back to me and I'm still waiting on that. The first charge was 5/4 for 59.93 the second was on 5/5 for 59.93... so yes they did owe me 119.86 for those 2 unauthorized charges. .. The credit that was issued to me today does not cover the overdraft fees they owe me still nor does it cover the month of service I was charged . Therefore I do not agree this matter has been settled as of today. .

Regards,

Business

Response:

July 7, 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 still has some concerns regarding her service. “For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.” It is the customer responsibility to remove the foot plate attached to the site and fill the holes. If **. [redacted] needs the dish removed from arm of the dish this is billable to the customer at $99.00. We will be unable to waive the de-install fee. We left **. [redacted] a message informing her of our decision on 06/24/2014 and we are still awaiting a return call. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[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 don't believe Hughes Net has even read all my complaints regarding their company. Every single response I have received has been a "standard" form letter with many grammar errors. This company should be ashamed of themselves. As I have stated many times this company just doesn't care about their customers. I will not be paying to have Hughes net's equipment removed nor should I have to pay out of my pocket to have the mess one of their technicians caused to my home! How dare a company not fix a situation they caused. As far as I'm concerned something should be done by the Revdex.com regarding the many issues Hughes Net has caused and for all the time I have had to spend on trying to get my concerns addressed. .. This matter has not been resolved therefore I am rejecting!!!

Regards,

Review: Hughesnet did not disclose all details of service I was buying. Was not honest about how their service worked. Service was horrible.

We recently moved to a rural area where I had difficulty finding an internet provider. I found out about Hughes net so decided to try it out. First the hughes net sales person on the phone, did not disclose all the information about how their service worked or how the payment would be figured which I did not discover until we had called the 3rd time to complain about how awful the service was. She only told me how awesome it would be. We would love it and it was plenty fast enough to support two computers. She said we may need to upgrade down the line if it wasnt fast enough for us but she felt that the speed would be perfect for us. However, after the 3rd call, as my husband struggled to understand the foreign person, we find out that the service was only a good speed for a short amount of time for only ONE computer. It also could "run out" and then the service would be very slow. ALso there were these token things you could buy. NEVER heard about those until that call. We started asking around to our neighbors to see who they were using and switched to that provider. Since switching it has been fabulous! Not one issue for unlimited internet for multiple devices and a fraction of the price. Not sure how Hughes net stays in business. Anyway, when I went to cancel my hughesnet service, another foreign person starts telling me how we are in a one year contract! I was wondering when the heck I signed up for that??? And that it would be a $370 cancellation fee. I asked to speak to a manager multiple times. she just kept talking and reading her script. She put me on hold a couple times but never would let me speak to a manager. After 30 min on the phone, I hung up to let my husband deal with it. I then get an email that my service is cancelled and a bill!!!! Unbelievable. I never confirmed a cancellation. I am beyond words and would NEVER recommend this company and will make sure to tell all I know to never use them.Desired Settlement: I just want to cancel my service without paying a cancellation fee.

Thank you

Business

Response:

July 3, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her cancellation. Our Executive Customer Care representative reviewed all pertinent database records. “Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. “Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” We are unable to revise the policy.” Please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination 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. In light of the issues **. [redacted] experienced with our service; Hughes will waive half of the early termination fee; bringing the amount due to $185.00. A box will be shipped to the address on file. The equipment would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below with any additional questions. 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 [redacted] [email protected]