Hughes Network Systems

Review: I live in [redacted], TX where there aren't many internet services provided in our area. The only company I was seeing that provided at the time we bought our house in February was Hughes Net. I called Hughes Net to get more information and they told me about their plans and prices and that I would need to go online to set up a service call for the installation, and I did. When their technician came out, I double checked with him to make sure they weren't signing me up for a contract. He said "No ma'am, you can cancel the service at any time." I had to call Hughes Net while he was there because they told him I wanted a landline telephone and I never signed up for that, just the wifi. I called and they cancelled it. The technician had me sign the paperwork stating that he went out there and set everything up and that I agree to their services. After that day, the wifi was okay but not as fast as they had said. I saw on their website that the wifi speed would vary OCCASIONALLY but not everyday. We did a PC speed test and we were getting way below what we had been promised then the internet just stopped working all together. I called on April 5th and stayed on the phone with technical support for almost 2 hours trying to get it resolved. They did tests on our modem and said everything was fine and they weren't sure why we're having problems. They couldn't get the issue resolved that day so we went without internet for almost 4 months. I called in the middle of July to cancel the internet, because I was tired of not having internet and paying for it, so we could try and find someone else and they said that I couldn't because I signed a 2 year contract and that it would be $350.00 to terminate it because of the equipment (which I paid $80.00 for when their technician set it up). I was very upset and told them I didn't sign up for a contract and was told that I could cancel at any time. They said they and every company has contracts for their wifi and I told them that was not true because we had [redacted] before we moved and we were on a month to month basis with them because we didn't want to worry about contracts or termination fees. After telling me there was nothing we could do and we would have to pay the $350.00 to cancel it, they offered to send a technician out to look at the equipment. The technician came out and said there was nothing wrong with the equipment and that it was slow because people were using our wifi. I knew he was lying because he said he didn't do anything to the equipment yet our light on the modem went from orange to green and I know people aren't using our wifi because it requires a password that nobody has except me, my husband, and our daughter. Last night, 08/12/14, my husband was trying to do his automotive training online and the internet wouldn't connect. The light on the modem was green but it was saying the internet was unavailable. My college classes start again on 08/25/14 and I can't use internet like this. I told Hughes Net when I called in mid-July that I want the time we went without internet and paid for it to go against the termination fee if the internet goes back to how it was and I have to cancel in August because the internet can't keep up with my online classes and my husband's online automotive training. I have a confirmation number for this query (paying for the internet service and not having internet) but I personally don't think they will offset what we paid against the termination fee.Desired Settlement: I would like what we paid for the 4 months without internet and what we pay for this month (the payment drafts around the 13th) to go to the "termination fee" of $350.00 and to be refunded the difference.

Business

Response:

September 3, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# 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 service. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Please be advised when Ms. Stratmann subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, we show there is usage for the months of May, June, July and August. We would like to restore [redacted] faith with our service and perform troubleshooting to uncover any underlying issues with her service. In light of the difficulties [redacted] has experienced with our service, Hughes can waive half of the early termination fee upon cancellation. Unfortunately, we will be unable to issue any additional credits to the account. [redacted] would need to ship back the equipment within 45 days of the cancellation date. A box and a prepaid label will be shipped to the address on file for the successful return. [redacted] would need to contact me directly for 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. Thank you very much for your consideration. Ecole F[redacted] Executive Customer Support [redacted] [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. I would like for the termination date to be the last day of the cycle we are currently in and have paid for so the payment for the next month will not be drafted from our account. I would also like to know how the termination fees are settled: are they drafted from the account on file? Or will a bill be mailed for the $175.00? Please let me know this as soon as possible so we can plan our finances accordingly. Also, please mail the shipping information to where we need to return the equipment as soon as possible because I would like to ship the equipment the day after the termination date.Thank you for your help and courtesy to reach a fair resolution.

Regards,

Review: I signed up for Internet with Hughesnet internet service. I was not provided with any documentation after installation such as a contract. Hughesnet used a third party installerhome whom had me sign on a cell phone for the installation , but provided no paperwork to me after obtaining my signature. After the installation I noticed the speeds were very slow and I was not able to stream a movie without it freezing up every 10 seconds or so. I found out only after the installation that I was only allowed so much time on the internet. This was not disclose doing the sales pitch I was given by the customer service person over the phone. I was assured by Hughes Net customer service that they have reliable service great service in the area I live in. This is not the case.I feel that I am now in a 2 year contract and not getting the services promised by HughesNet. I plan on cancelling the service. Also, after

reading all of the negative reviews on the internet I feel that I may run into problems with his company with getting the contract cancelled. It has been about 3 weeks now and I don't believe it will get any better from the time I first signed up with them 3 weeks ago. Note their customer service is out of India. When I talk to the customer service they didn't see it all that my service was not working properly only to commit the first payment.Desired Settlement: I would like to get out of a contract with Hughesnet because the services provided is not what they advertise to me. And also to not have my credit reported on by HughesNet in a negative way.

Business

Response:

August 1, 2013

Review: In July, I stated to look for another Internet Provider. I called Hughesnet to see what plans would suit and to ask questions. On the advertisement that is on the internet they state the internet speed is 15 times faster, which I was impressed with. I asked numerous questions:

1. I told them what we used and asked what plan I should purchase and they stated that the 50.00 would be more than enough for us (stated by Hughesnet staff, [redacted] staff and the tech).

2. I asked what would happen if I went over the allotted mb - they stated that I would still be able to use my internet but the speed would slow down a bit and would be about the same speed as the provider and the plan I had at that time ([redacted]). They stated that wireless connection was part of the plan as well. This was stated by the tech and hughesnet cust service.

3. I asked about the downtime in rainy weather and if it was as good as [redacted]'s satellite - the customer service person and the installer stated that the new Gen4 was the best technology around. They stated that I would not loose my connection as quickly as I did with Directv as there service was superior.

We decided to use Huhgesnet due to their promise of better speeds, booked the installation through Directv and better service even though they were a little higher in price. The first thing that happened is the technician showed up and called me stating that he was at my house...I never received a call stating that they were coming out on the cell number that I provided. My home phone was not working at that time and only found out by going online to see if anyone left me a message. I called the gentleman and organized another time for him to come and install the equipment. When he was installing the equipment he asked if we had a wireless modem which we did not. From the phone conversations, I assumed that the company provided the modem and we would rent it as we are doing with the other modem for the pc. The never once when I asked, ordered or when I called the technician informed me that I needed my own wireless thing. So we had to go into town (25 mins away) and buy this to make the wireless internet work. All this did not really worry me and the tech drilled 3 HOLES in my roof top put the satellite on.

When the tech was here, he stated that the plan would be sufficient, even when we went over our mg, it would be a great speed and I would have better service in rainy or clouly days as the Gen 4 was the best and I would most likely not loose internet in rainy weather unless is was a bad storm. He also stated that the service would not cut out as quickly as [redacted] in storms.

When we started to use this service, I really did not see that it was faster than [redacted]. which they told me it would be faster. We had a couple of storms and the service would cut out a lot earlier that our [redacted] and would not come back on for about five to ten minutes after [redacted]. We even lose the connection in some cases when it is overcast, which they told/promised me that it would not happen.

I have been away for a few weeks and my husband was the only one to use the internet.. I called hughesnet as I could not connect to the internet as all pages timed out and they stated that I ran out of the 40gb and that was why. I told them that it was stated to me by their reps that even after the 40gb ran out I could use the internet and it would be about the same speed as my old [redacted] connection. They stated that I was misinformed and this was not the case. I asked why the rep told me that as it was a lie, but they would not answer that. They gave me an extra gb and while they were on the phone, I tried to connect to the internet and it was very slow but at least did not time out. They started to look into that and within ten minutes, with only my notepad running they stated that I used the 1 gb they just gave me which was impossible. I also asked about the satellite connection in rain and cloudy weather disconnecting so quickly and they stated that they would expediate my concerns as it should not go out that much. I never heard anything back from hughesnet re this from the call.

I called a few days ago again for the same reasons and to find out what I needed to do to cancel their service. After talking to them, I decided to keep the service and see what happened. They did state that they would be again expediated the satellite situation as the satellite should not go out that easily. They basically said the same thing again about the slowness of the internet and everything else. They again said I was misinformed about the service by their own company. We set up my hughesnet which would not work after that.

Two nights ago I called again, and the gentleman would not listen to my concerns, told me I called a few days ago and I could not cancel my service then or at this time. He told me that no one put down anything about the satellite going out and expediating anything. He would not listen to me or answer my questions. My internet was still really slow last night and was timing out, we eventually got myhughesnet to work. He told me that I was misinformed about the internet speed, that hughesnet satellite connection was better than [redacted] and that the speed was what it was. I could not connect to myhughesnet from my tablet that night. I asked him directly if hughesnet reps lied to me and he kept apologing and trying to change the subject. He did tell me that he could not tell me that the company embellished the truth but he did imply it.

My husband [redacted] and I do not have any problems in paying for a service that works as stated to us, but this service does not. All I get from the reps is lies, and they will not tell the truth about the internet they provide. I would have never joined up if they told me the truth and I did try to get the facts before I contracted them. I am paying more for this service than I would be if I was with [redacted] or [redacted] if I kept all there service, but I was promised by there company that it would be a better service.Desired Settlement: They let me out of my contract due to the "misinformation" that they supplied to me. I have no trust in this company due to the lies that they have told me and I would rather walk away now.

Business

Response:

November 5, 2013

I had a very bad experience with Hughes.net.I was looking for an internet provider and I really needed just a regular speed nothing special.Their internet does not provide the speed they promise,it is disconnecting all the time.If it is raining or a little wind is not working.After one month of problems ,calls,etc I had to terminate the service.They charged me $400 termination fee .I was not aware about the termination fee as they did not tell me about it.MIght be that they told me and I did not hear it.I can not believe how some companies are making all their money providing a bad service and charging a lot of money for termination.I hope other people can read about my experience and avoid this company

Review: Im am complaining because HughesNet has not only ben sent a money order 2/18/13,which was befour I got the bill from HughesNet. I did so because a web blocker kept poping up telling me I was unable to use the enternet because of a billing issue. I called the billing department to descus my issue and they gave me the roungh account number and told me I had a parent account over my account,which I had not set up. Not knowing this was the roungh account number I sent the money order. I called them back and they tryed telling me they never reseaved my payment. Agrvated and not wanting an isses like this again I set up a adomatec checking account with them so they could take the next mounths payment out on time with no issue. I then reseaved a notice from my bank saying I had an over draw from my account march 8,2013 I went up to my bank and they had drew out two payments. One was for 37.78 the secound was for 51.37 the first was for the mounth before February and the other was for March. I had the bank do a trace on the money order and they cashed it 2/22/13 and they said they did not reseave it still but I called telling them there misstake with the account number. they traced it noone had that account number and it did not show up there. But before I talked to them and automaded machine told me they reseaved the money orrder so I know they did get it I just dont understand how and automaded machine can know something the people running it dont . anyhow like I said they have my payments well messed up and I would like to get it worked out .

Product_Or_Service: Internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like them to replace the money they over drew from my account and pay the fee they caused me by over drawing my account by 25.00 which is a total of 63.00 even thank you have a nice day.

Business

Response:

April 22, 2013

Review: This company charged my husbands card for $315 for unreturned equipment to begin this whole mess in June. The equipment was returned a refund was issued back to my card. I specifically stated that my card was only to be used for the refund then the account was to be closed and my card number removed from their database. They charged my card $315 in the beginning of August. When I called to complain I was given the worst run around EVER. They said they couldn't talk to me, only my husband. Then finally they were going to issue my second refund in 1-7 business days. on day 6 it did not show up and I called and my husband called and they said they didn't owe us a refund and then continued to lie. They claimed that [redacted] Credit Union (our bank) went back on July 1 2014 and reversed the original charge of $315 in June and we then owed them the money and so they took it. They informed me of this over and over and told me if I faxed them my entire bank statement to them they could research it and get back to me. I did not do this, instead I filed a fraud claim with [redacted] and they are handling it now. The call center continually lied, gave false information that someone with less education might have believed and bought in to, and refused to transfer me to any manager or the "Advanced Billing Department". This is a crooked business with crooked business practices and needs to be investigated. They tried to give me the run around and play the odds that I would take the loss and give up.Desired Settlement: [redacted] Credit Union Replaced the funds into our account but HughesNet needs to be investigated for their advertising and business practices and [redacted] credit Union deserves their money back.

Business

Response:

September 26, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account is registered to [redacted] and was activated on March 11, 2014 and requested to cancel his service on April 7, 2014. 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. Regarding [redacted]’ concern of requesting a refund, our records do indicate that after the amount in question of $315.90 was refunded a reversal was made for the same amount as a result of a disputed charge. [redacted]’s account has be credited the disputed amount of $315.90. However, due to the fact that [redacted] has been rewarded the funds from her financial institution, there is nothing to refund and she does not have an outstanding balance. 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: Hughesnet aligns itself with [redacted] but cannot offer a plan that allows utilization of [redacted].

Hughesnet co-advertizes with [redacted] offering a discount on each others services. The advertisements make it seem as though you can use the highly touted on-demand features even on the most basic internet plan. However, The most expensive plan available from Hughesnet is limited to amounts that do not allow you to watch more than a few on-demand progra**. So they bait you in with the lowest tier package, lock you in to a 2yr. contract with a $300ETF, then upsell the [redacted] customers on the packages when they realize that they cannot use what the were lead to believe they couldDesired Settlement: I negotiated my ETF fee down to $100 after citing that I believed my contract had been breached when even their most expensive plans could not meet the very basic needs of my 3 person household. There should be no ETF or punishment for customers who were sold a service package that the company knew it could never provide. I seek reimbursement of my $100 ETF.

Business

Response:

June 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10057917 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 the account is registered to [redacted] and was activated on August 8, 2013 and requested to cancel his service on May 5, 2014. As a result of cancellation within his contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $310.00. Regarding **. [redacted]’ 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]’ 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 total credit of $225.32 to her account bringing the remaining balance down to $84.68 which was paid by credit card on May 8, 2014. At this point, we have received the leased equipment and the ending balance is $0.00 on the account. We will not be issuing any further credits on the account. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: HughesNet has repeatedly failed to honor our agreements. On the day of the installation,after I traveled 2 hours to arrive for the appointment, the company failed to provide a complete installation at the agreed to time. The first service invoice received was $400 over the agreed price. And the phone advertised price of $39.99 for 3 months was not honored, instead I was billed $59.99. The company also placed an unauthorized charge of $6.95 on my invoice, which was never ordered, nor the charge explained. The company refuses to provide an itemized bill before demanding payment, even after I have repeatedly requesting they do not automatically charge my credit card.Desired Settlement: I have spent several hours of my personal time to correct the errors of this company, both for installation and service billing. I have an excellent credit rating, and therefore would like to receive an itemized bill that I can pay. I do not want HughesNet to charge my credit card automatically, without the opportunity to review their bill, which to date has been incorrect for the first two months. For my time, I should receive complimentary service for several months because my time has a value too.

Business

Response:

April 17, 2013

Review: I ordered Hughes net GEN 4 last November. Since that time, the max speed of this "high Speed" internet has gone down and is now less than 1Mbps even during 3:00am. I am paying over $100 a month for 15MBps but only getting 800Kbps. Upload my plan is 2Mbps but I routinely get less that 400Kbps. I do realize that they don't offer guarantees with their speed but his is a little too excessive to be only able to get 6% of what your paying for. If it was 50%, I would understand. In the end this is horrible service for what I am paying.Desired Settlement: I want out of the contract with out paying the early termination fee.

Business

Response:

September 25, 2013

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 is seeking to cancel without penalty.

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.

We

value [redacted] as a customer and we are evaluating [redacted]’s service to uncover any

underlying issues that may be present with his service. We have applied a one

month credit to his account in the amount of $99.00.

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:

[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 the Hughenet GEN4 service that was so highly marketed as so much better than the old system. As a consumer I was completely misled. I have been paying in good faith for a year on Gen4 and for several years before that on the old system. As a valued customer my request should be respected.

Review: Company failed to honor their cancellation policy, by failing to provide shipping instructions and tools.

Service was not delivered as promised. I canceled service within the 30-day allowance in order not to be penalized/charged for cancellation. I was informed I would need to send my equipment back and would receive the tools (boxes, shipping label, instructions etc) to do so. I never received said ite**, and have since then requested hughesnet send me the ite** on three occasions. Additionally, I have since been charged two times for a service. I have been informed that I will be refunded for the charges when they receive their equipment. I finally reached someone today and got an address when I can mail the equipment myself. This is NOT what I agreed to when I signed up for service.Desired Settlement: Service was never delivered as promised, and the company failed to honor their cancellation policy agreement. As such, I have lost time and money simply attempting to obtain a refund for a service I never received. Furthermore, if the BB would like to further investigate this company, and complaints against them, I encourage your review of their Yelp reviews, as this company has NO positive reviews and an average of 1-star. Their customer service is inadequate, and I feel they intentionally d

Business

Response:

November

25, 2013

Review: We have had this service only since Dec. 21,2013. We have had to call due to down time several times every week or two. A tech has come out twice to change out their defective equipment. They also charge us $29.99 each time they come out for this defective equipment. This last phone call they said we have a bad router or a virus and we have neither problem. They always ask us what the weather is like and if there is anything obstructing the dish. We have had snow before and it worked. We are fed up with this service. We only have cellphones and are on a pay as you go plan and we have used waaay too many minutes on the phone with the personnel on the other end. I did not sign anything about an agreement of any kind either to stop service, but when I called and inquired about stopping service they say I signed a 2 year agreement with them and said I would have to pay 200 and some dollars if I shut down service.Desired Settlement: We would just like to have this service discontinued with no penalties, since I was not shown a termination policy and did not sign any agreement. The phone calls themselves have cost a fortune.

Business

Response:

April 12, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Case # [redacted] Dear [redacted]: In response to your letter, to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns her HughesNet service. Regarding request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, 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. After further review, Hughes will waive half of the early termination fee. **. [redacted] agreed to the terms and conditions of our service which includes a 24 month commitment by signing off on the customer acceptance form at the time of installation. Hughes has sent a copy to her email address on file. **. [redacted] would need to contact me with her preferred cancellation date. In addition, the equipment needs to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and pre-paid label will be sent to the address on file for the successful return. 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: First of all, at the time of installation I was not shown any forms nor was I told of any agreement being made. After the install, I signed an electronic box which I was told was to confirm the work had been done. Second, the e-mail that was sent to my e-mail did not show a signature. I still have not seen an agreement that I signed on 12/21/2013, because I didn't sign one. Third, if the equipment was in proper working order we would not be in this situation in the first place. On our last call to technical support, somewhere in another land, the man told us he would not schedule a technician to come out since he believed our modem and or/router were not working. They have always and are currently working. This was the last straw which forced me to turn elsewhere. Fourth, my husband has determined that it must be HughesNet equipment errors, because when the service goes down, very often, he can go in and hit the web accelerator and it will begin to work again for a few minutes. However; we cannot use two computers at the same time. Should the internet work in the evenings? when a cloud rolls by? when a bird flies over? when the wind blows? when the dog barks? We mostly use the computers for our sports and general web surfing for research. We don't do music and pictures. What internet we do get is as slow as dial-up. At this time, we feel we need a technician to camp outside our home and be readily available for assistance when we have internet failure. I am rejecting HughesNet's offer at this time due to the mentioned reasons. If they could fix the problems that are continuing to shut down our internet and keep it running, we would be glad to have HughesNet, but this has been very inconvenient. If this cannot be fixed, I will settle for nothing less than them discontinuing service for no fees since I didn't sign anything mentioning an agreement. P.S.- the internet went down twice doing this letter.

Regards,

Business

Response:

April 24, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Case # [redacted] Dear [redacted]: In response to your letter, to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding her HughesNet service. After further review, **. [redacted] was sent an email confirmation of her service order before install that outlines a 24 month commitment. After the install **. [redacted] had to click several drop down boxes and one of those boxes **. [redacted] clicked “[ Yes ] Subscriber Agreement Accepted During Service Activation“ **. [redacted] may view the terms and conditions of our service at http://legal.hughesnet.com/Home.cfm. In addition, our sales agent would have advised **. [redacted] of the 24 month commitment upon ordering our service. We have sent off for the sales call for review. Hughes will still agree to waive half of the early termination fee. We value **. [redacted] as a customer and would like to see if we can uncover any underlying issues with our service and meet her expectations. **. [redacted] may contact me at the number below for a convenient time to troubleshoot her service or cancellation of her service. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I spoke with [redacted] today at HughesNet and she answered further questions which I had for her. We agreed that if things go haywire with the service at a later time, that I would call her directly.

Regards,

Review: when I ordered Hughes net I was never told that there was a contact and I never sighned anything. I was a single mother living on my own and had to move in with my mother because I couldnt make ends meet. I Called hughes net to have the service suspended until I decided what to do. I had the service suspended for about five months. A family friend offered to take over my account so I was not paying for something I couldnt use. I called Hughes net to change the account into her name and have the service set up at her house, they told me I had to reactivate the service before they could do anything. They reactivated the service and told me there was a charge for it. After I was notified of being billed they then tell me the service was not available in that area! They should have informed me of that before billing me to have it turned on . Then I called back to have it turned back off and they told me I had to pay what they billed me for turning on before I could unactivate it. I told them that I just wanted it shut off, The representitve told me if I just waited a month that The service would be available in my family friends area and that I could have it set up for free. She waived my fee for the month. I called back a month later to see if the service was available in her area and the said it still wasnt. I then proceeded to make sure they sent my bills to my address instead of my family friends , and that I was done and I just wanted to cancel my services. I made sure they had the right billing adress and then They informed me there was a chrge for early cancellation because I was on contract. I never signed anything and I was never told I was in a contract or never received any documentation that I was in a contract. I was billed at the wrong address and the equiptment return box was sent to the wrong address and I had to pick it up at UPS, After I reapeatedly made sure they had the right address they sent it to the wrong one! Once I got my bill wich I had to pick up from my family friends, it said I had owed them $505.00 , for early cancellation! The next day I got a call saying my balance was 30 days over due and I explained to them they sent everything to the wrong address, and that I couldnt pay that amount. cant pay that amount I am a single mother living with my parents, I never sighned a contract and I never was told I was under contract! I dont ahve an extra $505 a month to pay for something that I shouldnt be charged because I never Signed anything.Desired Settlement: I want the final bill to be taken away because I never sighned a contarct and they charged me unfairly.

Business

Response:

July 10, 2013

Review: We have had Hughes Net for four years using the internet service for a computer shop. There have been nothing but problems from the very beginning. There was to be a set rate for each month however, everytime we get a bill, there is something else added. Every time the wind blows, internet service is down. We have contacted them over and over about this problem. We contacted them in May about the bill and was told that the bill would be adjust to a $0 balance and if we had any further problems to contact them. The first of June the service was turned off by Hughes Net. The business was moved so there was not a concern about the service being turned off. Then the end of July we receive a bill and a box to return the motem. They can have their motem (never worked correctly - it had to be reset daily and when they were told about the issue, they stated it was our problem). BUT, the bill needs to state a $0 balance as they stated back in May and we would like to be compensated for all the issues of NO INTERNET for nurmorous days and trying to run a business.Desired Settlement: I want a $0 balance on the bill and refund for many days of having NO SERVICE which they claimed the would credit the account for but never did. Motem will be returned when all this is complete.

Business

Response:

August 21, 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 service. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, 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.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, [redacted]’s account is cancelled and there is a current balance on the account $546.44 that consists of the unreturned equipment fee of $314.81 and a past due service fee of $231.63. Hughes issued an adjustment of $111.26 on 05/05/2014 as well as adjustment of $101.60 on 12/27/2013. Unfortunately, we will be unable to issue any additional credits/refunds for service fees. The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment fee. Once we receive the equipment a credit of the unreturned equipment fee of $314.81 will be applied to the account. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. [redacted] would need to contact me directly for 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, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: I have had issues with Hughes Net ever sence we got the account started back on August 6, 2013. The bill was to be the same every month and every month sence has gone in price. it started out at $67.95 and now has gone up to $82.95. I drive truck for a living so it is hard for me to make phone calls to deal with the issue. I had my wife put on the account to be able to make decisions about the account and they still give her problems. They will let her call in to make payments but they will not let her have any say even after I called and told them that she can. Everytime either one of us calls with a problem we get put on hold for sometimes up to an hour and them get disconnected. When myself and my wife tired to call to cancle our account on December 2, 2013, got disconnected and I had my wife call in and they would not cancle the account for her.Desired Settlement: I want the account cancled and for them to come and get their equipment. I also feel I should not have to pay for the upcoming month for the fact I will not be using their services.

Business

Response:

December 10, 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] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on August 6, 2013.

While reviewing **. [redacted]’s account, our records show that **. [redacted]’s called and had concerns about what he was being charged for on the first bill. **. [redacted]’s requested to be placed on invoice and stated that he wasn’t aware that he would be automatically debited. **. [redacted]’s monthly service is $59.99 plus $9.99 for the modem rental and $6.95 for express repair which can be removed at any per the

customer’s request. The express repair is always credited on the first bill and customers must opt out to have it removed in the future. **. [redacted] received a $10.00 service discount for the first three months which is why his bill increased slightly. Currently **. [redacted]’s charges include $59.99 for the monthly service, $9.99 for the modem rental, $6.95 for express repair, and $5.00 invoice fee plus taxes of about $1.00.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We will apply a $60.00 credit on the account which will account for one year of the $5.00 invoice fee. If **. [redacted] wishes to cancel service he will need to contact our customer support and he will be subject to an early termination fee per the terms and conditions of Hughes subscriber agreement.

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: I previous filed a complaint with the Revdex.com about Hughesnet on or about December 09, 2013, I resolved my issue with a full credit on my account leaving HughesNet to pay me $85.76 which reflects on the invoice they provided me after cancelling my account. I recieved another invoice Jan 27, 2014 showing previous balance $-85.76 and a charge of $42.88 and leaving a refund of $42.88 which I recieved on Jan 28, 2014. I contacted HughesNet to find out why I was charged and additional $42.88 after I had cancelled service and returned equipment I stayed on the line for over an hour to be told that they do not know why I only recieved $42.88 but there is nothing they can do. I have all the agreements I previous filed with Revdex.com and the emailed invoices from HughesNet showing they owe $85.76 not $42.88 on the day I cancelled my service and recieved my credit for a service that did not work and no where worth the cost they are charging. I have proof of your promise now Im asking you to stand by it as any customer would how has been through as much as I have with this company.Desired Settlement: Pay me the additonal $42.88 that they owe me.

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 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 of being issued an additional refund in the amount of $42.88, we have not made any agreements to refund her account in the amount of $85.76. We credited her account in the amount of $385.00 representing the early termination fee. In addition, we credited the account in the amount of $61.48 for one month of service. Those two credits resulted in a credit balance of $42.88 which was refunded to the card on file on January 27, 2014. We have responded to two previous letters from **. [redacted] with the complaint ID [redacted].

At this point, we will not be issuing any further credits or refunds and the account is completely cancelled with the leased equipment 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,

Executive Customer Support

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

[email protected]

Review: I purchased Hughes.Net satellite internet service near the end of November 2012. From day one, I have had nothing but problems. First of all, my wife and I purchased this service with the understanding that we would have enough MB for our teenage son to play his online games. Never once did any of the sales reps explain that online gaming is not recommended with our service. We have verified through another consultant that is also a Hughes.Net service provider. He explained that we should never have been sold this system because it is not suitable for online gaming and we should have been informed of this upfront. This consultant is not in it for the business either. He does not even offer a service that would suit our needs at this time. To make matters worse, we started with a plan charging $59.99/mo. Thinking that possibly we needed to upgrade to another service plan because of our horrible connection problems we did.We upgraded to a plan that cost $79.99/mo. Still horrible connection. During this upgrade, a rep apparently tried to charge us an additional $199. I talked to several different reps since receiving out most current bill. The last rep I spoke with told me that the $199 was billed in error and was not our responsibility. I called to make our current payment today and the first rep I spoke with said that we still owed that $199 in addition to our normal monthly charges. What is going on, I thought! I asked for a supervisor. The supervisor said that we did NOT owe the additional $199...WOW...I cannot believe the horrible customer service Hughes.Net has! I paid the amount to bring our account current today, but I cannot continue with their horrible service! I want this looked into and want nothing more to do with Hughes.Net. I want a refund of any/all payments we have made up to this point and want out of our 2-year contract immediately. I do not expect to have to pay any early cancellation fees due to their misleading sales practices. Thanks for your prompt attention to this matter>

Sincerely,

[redacted] A Very Dissatisfied CustomerDesired Settlement: A refund of all payments made and no early cancellation fees. We will return Hughes.Net equipment if needed

Business

Response:

March 15, 2013

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] 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 November 23, 2012. On November 16, 2012, [redacted]’s wife by the name of [redacted] is the person that called to inquire and schedule the installation of service. The sales call was recorded, and the results of the sales call review indicate that [redacted] never mentioned or asked about online gaming and at the 14:45 mark of the call [redacted] was read the disclaimer that refers to the service not being recommended for live online gaming and that online gaming in general will be affected by latency which is involved with satellite based internet service. The agent properly explained the terms and conditions of the service including the billing procedure. There was an electronic billing error that billed [redacted] in error in the amount of $199; however it was credited back to the account before that amount was paid.

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, if [redacted] still wishes to cancel his service we can waive half of the early termination fee. In addition, he will be mailed a box and pre-paid label so that he can send his equipment back at no charge.

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

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 think that only a partial refund is sufficient for the time and trouble we have had with Hughes Net. As previously indicated, on more than several occasions we were told different things. The so-called "recorded message" from the original sales call can not be authenticated on my end; therefore, I have a hard time believing it to be true. I do know, in fact, that they tried to bill us not just once but twice for $199 for a service we didn't receive or request. Only after begging and pleading with the last rep that I spoke with did they finally agree that we shouldn't have been charged the $199. I feel that this is not the first, nor will it be the last time Hughes Net will mislead a potential customer, or should I say, victim? That is neither here nor there. I am simply asking for a full refund with pre-paid postage for mailing any equipment that needs to be returned as well. I definitely do not want any mark on my credit history either due to the actions of Hughes Net. Please contact me at your earliest convenience; hopefully with a more deserved resolution to this issue.

Review: I signed up with HughesNet October 15, 2009. There service was never anything like their advertisement, "you know that video that everyone has been talking about, you can download it on HughesNet", not true. It was not until I signed into a two year contract that I found out that I had a limited daily download & that when it snows, I have to go to the dish & remove the snow to have service. October of 2011, they began trying to get me to sign a new contract, no way! I continued on with them on a month by month basis only, there were other service providers coming to the area & I was in search of a new one. [redacted] was selling to [redacted] was promising high speed internet to all of VT. The only thing that HughesNet was consistent about was removing $59.99 every month from my bank account. On April 30, 2014 I cancelled my HughesNet service. On Wednesday, May 21, 2014 I received a letter for insufficient funds on my bank account; HughesNet had attempted to remove a payment. On Friday, May 23, 2014 @ 12:40pm I spoke with Sandra in TX from HughesNet that switched me to management to check on the cancellation, she gave me #[redacted] as a reference number & then switched me to Tony L[redacted], who said that she was suspending my service so that if I did want to return to HughesNet, I would not have to pay a reinstatement fee, so I agreed. She gave me another reference # of [redacted] & said that she issued a credit & that I would have to call back to get HughesNet to refund the money to me directly. May 2014 I received an e-mail from HughesNet saying that my service was suspended for non payment, (I cannot get outlook to open with this screen that I am filing out this complaint form on, there is some program conflict, I will have to give you the exact date at a later time). I didn't pay much attention to it, I just figured that they had not completed the cancellation.Desired Settlement: Today, June 5, 2014 I received a written letter from the mail, HughesNet does not send mail except to try to get you into another contract. I called HughesNet again & I was again told that my cancellation was not completed & that I have only been cancelled for non payment. The agent wanted me to remain on hold & I refused & I advise that I have already cancelled twice & I am no longer playing their games & that I am filing complaints with the Revdex.com & the VT Attorney General's Office.

desired outcome:

leave my bank account & everything else about me alone! NO more mailers, etc either!

Business

Response:

June 27, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted] In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on October 15, 2009 and initially requested to cancel her service on May 23, 2014 but the account wasn’t canceled because there was an agreement to suspend the service. If [redacted] wishes to cancel the account it needs to be canceled with our customer support because at this point the service is still active. If [redacted] does cancel, there is no contractual agreement and the early termination fee of $400 does not apply since it’s beyond the 24 month commitment period. [redacted] disputed her last payment of $59.99 from May 26, 2014 with her financial institution and that amount was applied to the account as a debit. There was a credit balance at the time that amount was placed back on the account leaving a current balance of $49.80. 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, Darron *. W[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 CANCELLED THIS FOUR TIMES WITH HUGHESNET & EVERYTIME THEY SAY THAT IT IS NOT CANCELLED!!!!!!!!!!!!!!

I DO NOT KNOW HOW TO MAKE THIS COMPLAIT ANY MORE CLEAR TO YOU PEOPLE!

[redacted] (Home & Fax)

Review: The service was unusable. We paid full price for three months and call at least once or twice weekly to get the issue corrected. The refused to send a service call without a cost.We got to use the service at best 1/3 of each of these months.We found on their service that the satellite was typically not sending or receiving a signal but they continually tried to correct it from India. It would then work briefly.The satelitte was never set up correctly but the refused to check.We were often on the phone for 45 minutes (today my second call after a cancellation on Jan 2, 2014 for 15 minutes and now on hold at 34 minutes). Then they would say we need to transfer you and they would hang up.

Product_Or_Service: internet service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund for full account.My bank is currently contesting this for 2/3 refund and has taken back 2/3 of the payments. But then I got another bill for 154.92 and they can not explain to me why or what it is for.It see** that the cancellation was not even noted. I am concerned that I could pay the full $154.92 and keep getting bills and having to waste more time with this truly ineffective company,

Business

Response:

February 11, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contacts **. [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. Regarding **. [redacted] 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.

After further review, we have issued a refund for the early termination in the amount of $353.03 on 2/03/2013. The additional service fee was also waived of $154.92, bringing the closing balance to $0.00 fee. **. [redacted] needs to ship back her equipment within 45 days of the cancellation date to avoid being charged an 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. 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: I obtained service with Hughes Network Systems, LLC for satellite internet in February 2012. I have had service issues off and on since I signed with them. However, in September 2013, my internet service was terrible. 12 out of 23 days in September I could not log on. I contacted them, they said they would send a technician at my expense. Why should I pay for faulty service or equipment that I am renting? They agreed to send a technician for free. My neighbor is a computer technician, so he came over and talked to them, and somehow got the internet to work again. It worked 4 days, then was out again. Getting HughesNet to make a service order was like pulling teeth, they would give me confirmation, say they would send me an e-mail and have a technician contact me. This never happened, so I called back again. I have spent hours upon hours on the phone with them. One person told me I have to contact the technician myself, the technician told me that is not how it works, that if he doesn't have a service order, then I get a bill from him. I tried to cancel my service, I got transferred around, one person said it would cost $165 to cancel, a manager said he would cancel it for free then transferred me to another person who said it would be $230. So frustrating and unprofessional, I finally cancelled at my own expense and obtained a different satellite company, and have had no service issues at all. Someone needs to speak out about this because it is just bad business, If I am paying my bill, I should have service. It almost makes me wonder if they were just trying to get me to upgrade to their new Gen4 service to trap me in another 2 year contract...

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

I do not think I should have to pay the early termination fee because I did nothing wrong, they could not resolve my technical issues in a timely manner. If a manager tells you that they will cancel your service at no cost, that is what should happen, not change it from $165 to $230.

Business

Response:

November 25,

2013

Review: My problems with this company began the day I signed the contract and its been a battle for the last 2 years. Firstly and mainly, the customer service is terrible. ill call one day and talk to 4 different people and they all tell me things contradictory to the last. ill call the next day and they tell me something completely different. those calls are never under an hour, unless the call is dropped, which happens often. once I talked to a rep and they assured me that my account was current and I owed nothing, the next day, 110 dollars was pulled from my account, when I called, all they could tell me was they could see the charge, but not why it was charged. that was a year or so ago. my newest issue happened recently. I had an overdue bill. I called to check about it and they wanted a payment of 118 dollars. I didn't have that much, so the girl I talked to set up an arrangement after working it out with her manager. I paid half that day and the remainder was due march 29. on march 29, I paid the balance, which paid off my overdue charges. meanwhile, a new bill was generated on the 27th, but is not overdue until 10 days after the generation date. I was still getting overdue pop ups and called and they said disregard, it was okay. yesterday, I run out of data allowance and my internet speed slowed to a crawl. I called and the automated machine said I had free tokens to restore my data. it asked if I would like to use one, I said yes. when trying to process it, I was directed to a rep. I explained to him and the 3 other people I was forwarded to my situation. the last guy was the only one to tell me anything useful. he said it wouldn't accept the token because the bill was overdue, I explained what had happened 2 weeks prior. he spoke to the billing department and after 82 minuets on the phone, he had "unlocked" my account twice and applied the tokens. he apologized and said it would be running fast within the hour. today I got home and found nothing had changed. I called again and after 2 dropped calls and 25 min on the phone, I talked to a girl that said my bill was overdue and the only way I could restore my service was to make another payment. I gave her my case number and told her everything that had happened prior and she said there was nothing that could be done until I paid my (not)overdue payment. this is just one example of what I have dealt with for the last 2 years. the service is bad and the customer service is TERRIBLE. its like these people don't communicate with each other and even if they could, they cant help without more money from me. ill be so happy when my contract is up, I don't understand how they have the good rating they do now, ive experienced nothing but turmoil for years. how can they all promise something different and none of it ever happen????Desired Settlement: my desired outcome is they take some of the money they are draining from people and reinvest it into customer service and better equipment. they are preying on people who live in rural areas with no other options and once your on their hook, they got ya. I want them to get Americans on the phone. I want those Americans to know about the system they are representing. I want them to be able to FIX problems instead of making people wait hours on the phone for nothing. all the money I've put into this is twice what anyone should be asked to pay. it should be embarrassing for this company to represented the way they are, but I guess the customer service is a good reflection of the business itself. after 2 years of this, the only thing that would make me satisfied is if they give me 2 more years of service on them. I know that's wishful thinking, but so is getting a rep on the phone that has a clue what they're doing.

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, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. After further review, we make every effort to provide adequate training to our customer support team. We apologize for any frustration **. [redacted] had when contacting our call centers. **. [redacted] currently has a $0.00 balance. In light of the difficulties, **. [redacted] experienced with our service; Hughes has issued a credit to his account that consist of $10.00 off for (6) months. We attempted to notify **. [redacted] of our decision on 4/23/2014 and are awaiting a return call to address any concerns. 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:

Regards,

No, this will not remedy the problem that has existed since the beginning with this company. right here is a very fine example one of the various issues. I plainly stated in my original complaint that I was overjoyed that I only had 2 months left in my contract. so they issued me a 60 dollar credit to apply ten dollars a month over the next 6 months... so they say they will give me 60 dollars when they know at most all I can use is 20. they are a very shady company and I have experienced things MUCH more serious and worse than this. the bottom line is this company has terrible customer service. I called them back to speak about this and they didn't have any idea what I was talking about. after many failed attempts to explain what was going on to the girl who assured me she could handle my concern, I asked to speak to her superior. after 25 minuets on hold, I gave up. 60 dollars worth of credit on future bills that will never come is not going to make up for 2 years of bad service. I would PAY 60 dollars just to let other people know about this company before they make the same mistake I did and sign their contract. the man who tried to show good faith and issue the credit also misspelled my name, repeatedly. it was correct the first time, then wrong every other. im not perfect, I make mistakes as well, but my name is not that complicated and it was on top the page if there was ever a question. its really not that big of a deal, im accustomed to being treated poorly by hugesnet, but it does show a glimpse of my complaint. at any rate, no, im not interested in their offer. im interested in warning others and letting people know the truth when they research this company before trusting them with their hard earned money. I wish I would have known before I did.

thank you

Business

Response:

May 10, 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 additional concerns regarding his HughesNet service. As previously stated, we make every effort to provide adequate training to our customer support team. We apologize for any frustration **. [redacted] had when contacting our call centers. **. [redacted] currently has a $0.00 balance. In light of the difficulties, **. [redacted] experienced with our service; Hughes has changed the credits to offset his contractual agreement of (3) months remaining by issuing $20.00 off for (3) months. **. [redacted] may contact me at the number below for any additional questions for closure to his 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]

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:

Regards,

This will not remedy the terrible experience ive had with this company. Ive given plenty of information about the negative experience I have had with them the past two years. look on my previous complaints. I will not be bought off with 3 20 dollar credits. it has been almost 2 years ive dealt with this, month after month. people need to know the truth before they sign on with this outfit and I am trying my best to get my honest experience out there for consumers to judge themselves before they make a bad decision in going with this company. ive had 24 months of nightmares and headaches and they offer 60 dollars worth of credits thinking that satisfies this terrible situation. it does not. therefore, I will hold my ground and continue to feel unsatisfied and let others know my feelings. that is, the ones who have never dealt with hughes themselves.