Hughes Network Systems

Review: We live in a beautiful and rural part of the country, in the woods facing north. We are within 1 mile of DHL, but can't get it here. Other companies have tried to line up a satellite connection without success, so our only choice is Hughesnet. We were promised good connections on their basic plan ($42/month) several years ago by Hughesnet, but connections were very slow and couldn't get ANY connection after 3 P.M. So we asked to upgrade our current account for the "Gen4". After calling 5 times without success in upgrading, we decided to just close the old account and open a new one for the Gen4. I was transferred to several people, finally talking to someone who could do this. He was so rude and basically insulted me for quitting, and told me it would cost $300 if we didn't get their equipment back within 10 days. He said he would send a box with return shipping, but 3 weeks later, we haven't received it.

Gen4 is a bit faster, during the daytime, when the weather is clear, but Hughesnet only gives 10 gig of data/month, which lasts about a week in our house. They advertise how you can stream, but they informed me recently, when we couldn't get a connection at all and found out we were already over our limit, that streaming uses around 1 gig/hour. When I asked how much it would be to get more, they told me another 10 gig was $130/month! Most people can get high speed for $30/month! My daughter is getting her master's degree online…we have no choice but to use Hughesnet. Its so unfair!

When you call customer service, you get someone in [redacted] who can't speak english and reads from a script, continually apologizing for our problems, but 'unable' to do anything about it. The last time they gave us 3 extra gigs, which lasted about 3 days. The only reason they are successful is because we have no other options.

It is amazing that they can have an A+ rating when you have had thousands of complaints against them. PLEASE do something about this! People should not have to be discriminated against just because they live in the country. And if you google hughesnet complaints and consumer reports, you will find thousands more.Desired Settlement: For Hughesnet to provide more data for less money. There should be regulations on this type of business ripoff.

Business

Response:

February 6, 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 regarding her service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’ concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). We are unable to revise the Fair Access Policy.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustrations.

After further review, **. [redacted] account is currently cancelled. If **. [redacted] has any additional concerns should would need to contact me at the number below for closure. We left a message notifying **. [redacted] of our decision on 02/06/2014.

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.

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: I spoke with this representative, [redacted], this morning. We have cancelled our old service and opened a new service to have higher speed internet, after calling them 5 times to request an upgrade. When I finally got it cancelled I was transferred to a rep who was rude and insulting, but I finally got it cancelled. They told me if I didn't return the equipment I would be charged $300, but did not send the return box to me until I filed this complaint. I then got the box in 2 days.

I directed [redacted] to our new service, which she finally found. The bottom line is that this is NOT [redacted] practice! My next-door neighbor is paying $30/month for UNLIMITED data and Hughesnet is taking advantage of us and growing rich on others who cannot get internet any other way.

[redacted] tried to pacify me by offering 'token' data or 'upgrading' to $130 a month!!! When that didn't work, she tried to get rid of me by saying I should cancel the service if it doesn't work for us. As I said before, 10 gigabytes of data lasts 1 week in our house. My husband and I have 2 daughters in college, one getting her master's online. Rest assured that I will take this to the top. It is unfortunate that your authority is so limited. I expected more from the Revdex.com.

Regards,

Business

Response:

February 12, 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 established contact **. [redacted] on 2/06/2014 to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service.

Our Executive Customer Support reviewed all pertinent database records prior to contacting **. [redacted]. Relative to **. [redacted]’ concerns in regards to our [redacted] Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). We are unable to revise the Fair Access Policy.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustrations.

After further review, we have located **. [redacted] account. Unfortunately, there is not a way to revise our Fair Access Policy.

We have added tokens to **. [redacted] account and she would need to upgrade her service to receive more bandwidth. However, **. [redacted] declined.

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:

Hughesnet is overcharging, as much as quadruple the normal cost to consumers, and discriminating against rural customers by taking advantage of the inability to get internet service anywhere else. Of course I declined getting additional service! Hughesnet charges $130/month for 20 gigs of data, when everyone around us can get unlimited for free. Until action is taken to halt this unfair business practice, of course they do not want to stop. I fail to see what benefit the Revdex.com even has in this matter, as you can evidently do nothing to rectify my problem.

Regards,

Review: I called to cancel my internet service on February 27, 2013. The service was canceled on February 28, 2013. Then the internet service was mysteriously reactivating without my authorization. The customer service representative said that we called back to reactivate service by leaving a message on their answering machine. I have called back three times to cancel the service again. Hughes net has a customer service rep answer the first call and then transfers you to another representative to cancel service. I have been disconnected twice when transferred and I am still waiting for the third try (I have been waiting for 30 minutes) to cancel a service that was already canceled. I had to go through all of this the first time I cancelled and I think they do it on purpose to keep customers from cancelling.Desired Settlement: Honestly, I wanted to first notify the Revdex.com of the strategies this company uses to charge customers for their horrible service. Also, I want to make sure I am not charged for the time service remained activated after I had canceled and I want to make sure I am not charged a reactivation fee.

Business

Response:

March 18, 2013

Review: Please reference the three letters I have written regarding this issue to Hughes Net and the respective Credit Card company that the unauthorized charges were made to by Hughes Net. Additionally, I have made several phone calls to Hughes Net Representative to no avail. Any assistance you can provide is greatly appreciated.

February 19, 2013

To: Accounts Manager Hughes Net

From: [redacted]. [redacted]

Re: [redacted]

Please let this letter serve as formal notification of termination of my account. We found Hughes Net service to be slow and inefficient. From the first day that we had the service hooked up I specified to the installation crew that I wanted to be billed at my P.O. Box as opposed to being billed via credit card. Needless to say this was never done. I have met my contractual obligation to Hughes Net and there will be no further billing to my account on your part. Your company can make arrangements to pick up any equipment by calling 214-934-9519. Please have your agents bring the requisite materials to patch any holes or fix any damage to my house when they come to pick up said equipment as they will not be allowed to leave with your equipment until any and all structural damage is fixed to my satisfaction. Enclosed you will find a check for $84.18, my last and final payment to Hughes Net.

Regards,

[redacted]. [redacted]

To: Accounts Manager Hughes Net

From: [redacted]. [redacted]

Re: [redacted]

November 19, 2013

On February 19, 2013, I sent Hughes Net a letter of notification terminating my Hughes Net service. I also enclosed a check for the amount of $84.18, my last and final payment to Hughes Net. A review of my [redacted] statement indicates on February 3, 2013 Hughes Net made an unauthorized charge to my account for the amount of $84.18. Additionally, Hughes Net cashed the check I sent for the same amount of $84.18. Then on February 11, 2013, Hughes Net once again made an unauthorized charge of $91.25 to my [redacted] account. Despite the correspondence I have sent to terminate my account with Hughes Net coupled with the unauthorized charges for services I never received, I continue to receive harassing correspondence and phone calls from Hughes Net and its representatives. Please immediately send me a check for the amount of the unauthorized charges to my [redacted] account ($175.43), and then we can discuss the return of any Hughes Net equipment still housed on my property despite my formal termination of my Hughes Net account on February 19, 2013. Your prompt attention to this matter is appreciated. I am in the process of contesting your unauthorized charges to my [redacted] account and all said correspondence and cancelled checks will be sent to the local [redacted], TX chapter of the Revdex.com and the Texas State Attorney General’s office for action.

Regards,

[redacted]. [redacted]

To: Accounts Manager [redacted] Credit Card Company

From: [redacted]. [redacted]

Re: Acct. # [redacted]

November 19, 2013

I have enclosed a copy of my [redacted] Credit Card statement from March 2013 along with correspondence I have sent to Hughes Net. Specifically, the charges made to my account on February 3, 2013 and February 11, 2013 were unauthorized and fraudulent charges. Please be aware that this document is formal notification that I am contesting these unauthorized charges. Hughes Net cashed a check I sent them for the amount of $84.18 then went on to make these unauthorized charges to my account. It is my intention to file complaints with the [redacted], TX chapter of the Revdex.com and the Texas State Attorney General’s office regarding this matter. Your attention to this issue is appreciated.

Regards,

[redacted]. [redacted]Desired Settlement: Immediate cease and desist of harassing phone calls and correspondence from Hughes Net and its affiliates. Return of the amount of money Hughes Net charged without authorization to my MasterCard account. Removal of any and all negative credit reports to the respective credit reporting bureaus. Compensation for my time in having to go through this as my account should have been closed with no further action in February 2013 when Hughes Net received official correspondence of my intent to close my account/service with their company.

Business

Response:

Review: Multiple issues. My company has 6 separate accounts with HughesNET and these problems are not restricted to one account; they apply to all of them at one time or another:

Technical: Not providing fixes to problems. Poor service quality. Extremely delays in providing a fix. Fixes are not complete. No access to elevated support + Make disruptive changes to services without prior warning and fail to provide fixes.

Billing: Will not change authorized users (the "authorized users" sometimes are people who have passed away and no longer work with the University) + Will not acknowledge/process receipts of official requests for changing services to billing + Will change account information without warning and keep charging multiple accounts and are unable to correct billing mistakes in a timely manner + Refuse to provide confirmation of service cancellation.

Service Issues: Constant unacceptably long delays in reaching tech support (45 minutes + on holds) + Transfers to wrong departments + Incompetent/Uninformed support (both technical and account/billing services) + Failed to return calls + Failed to follow-through + Failed to provide/accept/track any documentation of service problems, account change requests, account cancellation requests -including their own case number system-Desired Settlement: It is no longer viable to speak to their regular support/contact channels. This is the second Revdex.com complaint I have filed and the original one was not resolved and the person from their corporate office refused to provide return contact information or anything other then their first name. I never received a follow up and the issue was just partially resolved.

I have established communication with [redacted] in their "Executive Consumer Dept." who says their system cannot transfer calls directly to him (even though the prompts allow me to enter an extension). However, even though **. [redacted] is very polite and seems able to assist, I have experienced this same behavior in the past, which resulted in no solution at all. The level of service from this company has become completely unacceptable and I need the assistance from the Revdex.com in order to diminish the possibility that HughesNEt will continue their poor and -possibly- unethical business practices.

I need to be able to resolve technical non-service and billing/contract issues for 5 different accounts without spending 10+ hours each on the phone, getting different information and dealing with their incompetence and lack of accountability. i.e. I will be cancelling these services as I find replacements, but HughesNEt has refused to provide any means of submitting a cancellation request other than by phone. And they have refused to allow me to record those conversations as proof. Anecdotal internet complaints and our own experience (they once changed one account but kept billing us for 2 accounts for 3 months until legal action was threatened)

I need to have a central point of contact for all these issues and I need to be able to establish a documentation trail for all billing/account related issues.

Business

Response:

July 2, 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 previously contacted **. [redacted] to resolve the outstanding matter on complaint ID [redacted]. 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 accounts were activated on July 3, 2007. Regarding **. [redacted]’s concerns, we understand that **. [redacted] has a number of issues with his account that all need to be handled by our advanced billing and advanced technical support department. As of June 12, 2014 there have been updated contact names added to the account and we will be happy to initiate a call back request from our advanced technical support department to address any technical issues he may be experiencing. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

**. [redacted],

I politely request that the business’ response does not be accepted as a solution. Although the administrative part regarding the user account settings seems to have been resolved, the technical issues persist and their support continues to be abysmally lacking in quality, timeliness, and results –or lack of-.

I have gotten executive approval to find Internet Service alternatives and replace the provider at all the locations I manage that currently are serviced by HughesNET.

If the price we are willing to pay to stop dealing with the low quality of service HughesNET provides is an indication of their performance, some of these locations will have an increase of 800% in their monthly cost.

Again, at this point it has become a moot point to maintain this case open but, for the sake of future potential customers, I urge you to reconsider closing this case as having been resolved successfully. Potential customers and consumers at large should be forewarned of the risks they will incur in contracting services from this company and the Revdex.com would not be helping by accepting vague and misleading responses.

Regards,

[redacted]. [redacted]

Phone: ###-###-#### || Fax: ###-###-####

Business

Response:

July 24, 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 second rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter concerning his account. Regarding **. [redacted]’s latest concerns, we are sorry to hear that **. [redacted] continues to experience technical issues with his service. As we have previously, we are happy to provide **. [redacted] a callback from our advanced technical support department. We have corrected the billing concerns per his request and at this point we suggest that **. [redacted] ask that his technical concerns be escalated if his issues aren’t being addressed. 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: The first part of October 2013 I subscribed to Hughesnet wireless as suggested through [redacted]. Shortly after (maybe a week or so) I called Hughesnet to tell them it wouldn't allow me to watch a movie on [redacted]. I was told I had gone over my data download limit! I told the person I spoke to I didn't understand what he meant by "download limit". He rattled off a bunch of stuff that I didn't half understand because of his heavy accent. I kept repeating that I didn't understand about downloading too much. He told me he would give me a bonus something and it should clear everything up and no more proble**. I thought I made it very clear that I used the internet a lot loading and downloading pictures of family and art to a art group I belong too. Well it did fix it for a few days. But just before the holidays my computer started running really slow again. I tried to call but was put on hold and my family told me to hang up we were expected for dinner with friends. Then I was out of town through the holidays and when I came home night before last and got on line it was slow. I was tired from our trip so I went to bed. I got on line a few minutes last night and it was so slow it took forever to pull up a web site. Today 2 Dec 2013 I finally got a person on the phone ( [redacted] - [redacted] Texas)and told them what was happening. He asked me a lot of questions and finally I told him this was just not working. I had never heard of a wireless company monitoring how much you downloaded. I explained to him I was part of an art group and had family all over the US and I up loaded and downloaded pictures and data all the time. He offered to give me a free month and 20.00 off for a year, but I told him it wasn't the money it was the limited downloading I was given. I told him I wanted to cancel my service. He told me I'd have to pay $400.00 cancelation fee because I was over the 30 day limit. BUT I had first called before the 30 day limit and told them it wasn't working and he assured me he would fix the problem and it was not fixed. I'm so sick and tired of these companies getting people locked into a contract and then they do whatever they want to do and are not held accountable the**elves. I do not feel the customer is getting a fair deal. If I were getting what I needed it would be different.. I will go to court if I have to. I will not pay a fee to a company that did not give me the customer what I thought I was getting. I read on their own web page all the complaints about them. Unfortunely it was AFTER my proble**. How do these companies continue to be allowed to treat the customers like this??Desired Settlement: I want to cancel my membership and not pay a fee I shouldn't have to pay. They just took out money from my bank for the month of December I do not want another penny to be withdrawn.

Thank you

I tried 3 times to write them on line but received an error message each time.

Business

Response:

December 3, 2013

Hughes net is the worse internet company to deal with, they do not explain a thing when you contact them, they do not ask any questions, all they are interested in is getting you to sign up for their services, then when you discontinue their services, they will not refund any of the payment you made in advance, they charge you one month in advance, so when you go to another carrier, and you contact them to cancel the services, they leave your account open whether you are using it or not, apparently Hughes net is sooo poor, they can not afford to refund any one any money,
THEY ARE ONE OF THE WORSE COMPANIES TO DEAL WITH, THEY ARE ALSO ONE OF THE MOST EXPENSIVE INTERNET COMPANIES To DEAL WITH .
I WOULD NOT RECCOMEND THEM TO ANYONE, NOT EVEN MY WORSE ENEMY.

Review: Order internet services through HughesNet on 8/1/12, installed on 8/4/02. Learned after installation my services was on a two (2) year contract. On 8/8/13, I contacted HughesNet to discuss the matter, advising that I was never informed that the services were on a contract at any time. I was told that they Service guy had given me a contract, but I told them he had not; they then claimed that a contract had been sent to me via email; I said it had not happened. My service is interrupted throughout the day and I must turn my computer off for reboot daily.

AT NO TIME WAS I EVER INFORMED NOR DID I AGREE TO ENTER A TWO YEAR CONTRACT FOR INTERNET SERVICES WITH HUGHESNET.Desired Settlement: Cancellation of contract.

Business

Response:

August 21, 2013

Review: Hughesnet charged a large amount for installation, Bill was more then quoted, took money from my account without authorization & bad customer service

I was told by the installer that installation was $180. Then tried to return the wireless router and was told that I would have to pay amount of gas it would take to come pick it up. Called Customer Service multiple times b/c I couldn't even check my email b/c the service was so slow. No one seemed to care and I did not receive a call back when specified. My account was charged $55 unauthorized! Services were quoted to cost $39. After many phone calls and alot of frustration we decided to cancel and again the customer service was horrible and no one was sympathetic to the issue. We were told we had waited too long to cancel even though we tried to cancel much earlier but they kept telling me they would fix the problem. We have to pay $400 to get out of the contract and they were going to charge our credit card, again not authorized. Not even management would assist and we are suppose to send there equipment back or pay $300. Horrible companyDesired Settlement: I would like to get out of the contract with no cancelation fees and a refund for any payments made. I have no problem sending the equipment back.

Business

Response:

November 21,

2013

Review: When ordering internet service from Hughesnet I was talked into purchasing the equipment because the sales person told me that I would get a $200.00 rebate plus if I ever decide to cancel the service Hughesnet would buy it back basically costing me nothing in the end except for the service. I told her I was primarily interested in online gaming, she told me that it isn't the best but I would be able to play. After about a hour of service I realized that this service was nothing close to what was told to me. So no problem ill just return the system, turn in rebate and soon I should have my money back as promised. Well Here is the problem, my first call ref#[redacted] the gentleman informed me that he has been receiving many calls like this and unfortunately I have to keep service for two months to get the rebate but Hughesnet will only buy back the equipment in the first 30 days. When ordering I was told that they would buy back the equipment at any time. When I asked to speak with a supervisor I was told they were all busy but I would receive a call back. The call back ref# [redacted] that gentleman informed me that I was talking to the wrong department, and also tried some troubleshooting with me to see if their product could perform as well as described to me. After that didn't work he told me I would receive a call back the next day by a level 4 technician and would also be able to handle getting all my money back by starting a phone review. Never received a call back yesterday so I called today and spoke with [redacted] ref# [redacted]. First he told me they can't do anything but buy back the equipment, then he told me that they aren't responsible for what was told to me when I was ordering their service, then I was told he could give be back $100.00 from the installation (half the rebate). Basically charging me over $100.00 for less than 48hrs of horrible service. This isn't acceptable. If I was informed that I wouldn't actually be able to play games online I wouldn't of purchased, if I wasn't informed that I could return the equipment at any time I never would of purchased. The entire sale was based on lies or half truths.Desired Settlement: All I want is what was promised to me. More than willing to pay for the service I used but I would never of purchased this service if I wasn't misled to. Also to pay for me to ship the equipment back. I shouldn't have to pay for their bad business.

Business

Response:

March 12, 2013

Review: My family had a contract with Hughesnet for their 3rd gen service for a few years with which we were originally satisfied with. However, during the last year of service under that contract, our internet started to have periods where it would not work, it would not load any pages whatsoever regardless of which device was being used to connect with (desktop computer, laptop, cell phone, ipod, etc.). This continued until, for the past 3 months, our internet was unusable. it would not load any pages whatsoever. At the start, we suspected our modem to be the source of the problem, as it was the original one that was installed with the initial setup. We called Hughesnet customer support and after being put on hold for over an hour and a half, we tried multiple times to explain the issue and going through their routine of questions until we were finally get them to "investigate" the problem. Apparently they ran some tests and everything came out fine (this was obviously not the case). we told them that everything WASN'T okay, and requested our equipment to be serviced or at least looked at because our internet was not working at all. Customer support essentially called us liars and refused to provide assistance at this point. They continued to insist that it was our devices that had something wrong with them even when we tried to explain that EVERY device, even those of visitors could not connect to the internet at our house, but would work fine anywhere else. We ended up being given to a supervisor who said that he would try to fix our problem and gave us a case number and told us to call back in an hour if the service wasn't working. We checked an hour later, and everything was the same as it had been, so we called back and were instead forced to go through the same runaround as before. Customer service would not even listen to our case number and refused to provide further assistance. They continued to insist that there was nothing wrong until we decided that we were going to get nowhere. Similar events occurred as we tried to resolve this issue for the next 3 months.

During our use of their 3rd Gen service, had unlimited downloads from 11pm-4am with a 500mb daily allowance. The unlimited allowance period was switched to 2am-8am without any alert or warning so that we violated the FAP ([redacted] Access Policy), resulting in dial-up speeds for 24 hours every time. we never did receive anything about it and had to figure it out through trial and error.

After trying to get help with our lack of connectivity, we decided that we should just upgrade to the 4th gen service so we would get new equipment, since it was obvious that they would not service our old equipment. Befor switching, we called hughesnet to ask about the 4th gen and the details of the service. We were told that the plan we were going to switch to would provide us with 20gb of monthly download allowance to be used between the hours of 8am and 2am with a 10gb downlance between the hours of 2am and 8am that would be refilled daily. Satisfied with these terms, we decided to make the switch. That was on Monday of last week. The system was installed on the following Saturday. The technician who installed our equipment told us that the old modem WAS in fact old and that we should have been provided a replacement or at least notified that we should replace it. He also told us that we would have unlimited downloads between the hours of 2am and 8am. After the install, we checked the Control Center (HT1100 System Control Center) for the new modem so as to become acquainted with the new setup. We noticed that the Control Center said that we had 10gb of monthly allowance to be used between 8am and 2am with 1ogb of "Bonus Bytes" to be used between the hours of 2am and 8am. Confused b this obvious contradiction of what Hughesnet had told us, we called them the next day, Sunday of this week. We were put on hold, as usual, for approximately 2 hours. We talked to them and they told us that our package would only include the 10gb between 8am and 2am and 10gb between 2am and 8am monthly allowance that that that was it. We told them that we had been told differently and once again, we were called liars. I find this to be an unacceptable way to treat customers and refuse to be treated this way. Hughesnet has refused to work with us, so I have been forced to come here in hopes to find some sort of resolution.

Additional Applicable Complaints:

-Customer service failed to provide assistance

-Non-delivery of services

-A sales presentation that misrepresents the service

-A sales presentation that failed to disclose key conditions of the offer

-A sales presentation that had a verbal representation not consistent with the written agreement.

-An unreasonable or excessive delay in completing service

-There may be others that apply

Thank you for your time and effort in resolving this,

[redacted]Desired Settlement: I would like our contract to be cancelled so my family and I may look elsewhere for an internet service provider. However, I will not be forced to pay their cancellation fee after being mislead into entering another contract with them. After these experiences with Hughesnet, I do not want to continue service with them and neither do any other members of the family. They can take their equipment back, I have no objections to that.

Business

Response:

August 16, 2013

We have a Residential and Commercial account with Hughesnet. We canceled our Commercial account. The day after I canceled the account the immediately charged my checking account $958.00, I phoned them to find out how and where to send the equipment back to get my money back. I was told they would wave the early termination fee of $295.00 but I would not get the $600 back, whether I returned the equipment or not. This was not told to me when I signed up for the service. This company took my gas & grocery money for equipment that is of no use to me. I want my money back and they can have their equipment back. Please warn others of these practices that are just wrong.

Review: Called for hook-up/updated services on 6/25/13. I was told that the person will be here at 8:00 A.M., but he did not show up till 1:30 P.M. He took the old original device and installed the New Gen. I asked if he could tell me how much I would pay him a check. He told me that the company will bill me. I have had problem with the service since 6/30/13 that a phone call was made to correct to problem. On 8/4/13, internet service was put to stop till phone call was made about amount due. I never received any billing, but it was on the hook-up fee charge. It was then that I found out that I was charged to two accounts when the original account was cancelled 2/28/13. Each time phone calls had to be made, the calls will last 2 to 4 hours long with issue with billing and internet not working right. (calla: 7/9, 8/6, 8/7, 8/8) After phone calls and thinking that things are taken care of, we get empty box on 9/30 to return original device which installation guy took and billing was not taken care of. Cancel service on 10/2 due not getting situation resolved and agreement of waive charge -$100 and when the New Gen gets returned that the amount ($304.25) will be deducted from total amount. Returned the New Gen on 10/8/13 with the first empty box and received another empty box that evening. I have been billed every month since and company refused to fix the error. I have paid $50 monthly with messages on bill statement to notified them to correct the amount due. I sent my last on 12/20/13 with check stating in memo section pd in full. I received a letter today stating that HughesNet has contacted [redacted], a collection agency to collect $457.21 from me. Now, I feel harassed when the company refused to listen or correct the problem.Desired Settlement: I have paid my bill that I should not be contacted any further. I was told by valuable source that if you write paid in full in the memo section and company cashed it that it means they will honor it. Hughesnet is not a reliable business cause they do not listen to customers and try to trick you to agreeing with them so company can make more money instead of customers satisfaction. I refused to do business with HughesNet again.

Business

Response:

January 16, 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 haven’t contacted **. [redacted] per her request 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 Gen 4 service was activated on June 26, 2013. On September 5, 2013, **. [redacted]’s account was cancelled. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment and as a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00.

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

In light of the difficulties **. [redacted] experienced with our service, we have waived the final balance on her account to bring it to $0.00.

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. 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: In October 2012 I purchased satellite service with HughesNet. October 19, 2012 I cancelled the service within the trial period. I sent back the satellite equipment in the provided boxes and the equipment was received by Hughes on October 27, 2012. I was never contacted by Hughes after that point. Fast forward 1 year later and I have a charge on my [redacted] credit card dated October 15, 2013 for $219. I contact Hughes on October 21, 2013 by phone and speak with Hughes representative [redacted] concerning the charge. They state ( a year later ) they did not receive all of the leased satellite equipment , thus the $219 charge to my credit card. I questioned **. [redacted] as to this dispute and he confirmed that the equipment was in fact received on Oct 27, 2012, but could not explain why I was being billed a year later, with no previous contact at all by Hughes regarding the "alleged" discrepancy throughout the previous year. If in fact I had failed to send the equipment I would have been notified on October 27, 2012 or soon thereafter, which I was not, not a year later. ALL of the equipment was sent by me and received by Hughes. So...... I receive a random charge a year later, in essence, without any logical explanation or reasoning. My credit card company has also filed a dispute on my behalf to HughesNet. Hughes acct no. [redacted]Desired Settlement: $219 refund and a written apology.

Business

Response:

November 14, 2013

Review: MY girlfriend and I lived in [redacted] Ma, where HughesNet internet was literally the only option. Our service was spotty at best. We had made some complaints throughout the 8 months we had their service, but with no other provider available, didn't have much of a leg to stand on. In June of 2014, we purchased a home. We called to have our service disconnected. At this time we were told there would be an early disconnection fee- we explained we were moving- and coupled with their poor service did not feel we should be charged. We explained that when we first signed up with them, we were told if the service was sub par, we would be let out of the contract. There was no end result to that conversation, but were given instructions about how to return equipment. Recently, I called to inquire about where to return the equipment. I was told that there was a piece on the satellite dish itself that we were expected to return. I repeated this to ensure I had this straight- they expected me to climb on my roof and remove a piece from the satellite to return. I was told if we did not do so, we would be charged over $100 for a technician to come out and remove it. We were NEVER told any of this. We are beside ourselves! We have not made any payments towards our final bill- as thus far it has not been corrected. We are being sent to Collections...and just want to resolve this. Our last call, as of today- was just as unproductive as the calls before. Can you please help us?

Product_Or_Service: home internet service

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

We would like to pay our final bill. We believe they should get their equipment on the roof of our old home, and not charge us for that. There should be no early termination fee.

Business

Response:

September 2, 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 September 27, 2013. On June 4, 2014, [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $298.71. Please be advised that all customers have 30 days to cancel service for any reason 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. Currently, [redacted]’s account has been charged $318.75 for unreturned equipment in addition to the early termination fee. Also at the time [redacted] canceled his service he had an outstanding amount of $132.70 for two months of service. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $149.35 to his account representing half of the early termination fee. We are able to schedule a complimentary dispatch to have a tech retrieve the radio from the dish but [redacted] will need to be on site when the tech arrives and [redacted] will be responsible for sending the equipment back which consists of the modem, power supply, and radio transmitter from the dish. He should already have a return kit that was sent to him so that he can send the equipment without incurring shipping charges. Once we receive the equipment we will credit the account in the amount of $318.75. The unpaid charges for April and May of 2014 and half of the early termination fee are valid charges. 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:

[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.]

We are very happy to hear accommodations have been offered. It is too bad this could have not been offered directly to us- as we could have avoided wasting the Revdex.com's time.We would like to be contacted to set up a time to meet a technician to remove the remaining piece of equipment from our from our former home. We would like to be assured that we will not be charged for this service call- as we were originally told we would be.

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: We were told by them that the data minutes are used when surfin the net when we complained that our data minutes were being drained by them we have everything off do the same as before christmas.The data minutes on our service were fine before christmas and right at christmas they were drained due to something not us. We even reformated every computered and made sure all downloads are off.They assured us the modem wasnt doing it they lied. I dont see how they are being used when we are not doing anything to use them..I made sure to ask what uses them when we signed up.I am not the only one complaining to them. I want them to refund my data minutes for the month of december.Desired Settlement: I want my data minutes back for december and them to fix the problem that is causing them to be drained. Or I will cancel my service and request complete refund.

Business

Response:

January 10, 2014

**. [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 her HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on November 6, 2013. **. [redacted] called in on December 30, 2013 with concerns that her usage was being affected without her using the service. Regarding **. [redacted]’s concern of data being consumed while her computers and or modem being turned off, as long as the modem is plugged into the outlet data is still being sent and received. Things that could affect usage while not actually browsing are one or more computers running updates in the background, a particular website running an update, and other devices such as smartphones and or tablets accessing usage over the wifi network if a router is being used. If there is a router being used which **. [redacted]’s account does reflect it’s suggested that she change the network password and protect it from unauthorized use.

As a courtesy, **. [redacted] was given 1GB worth of data on December 30, 2013. A test that **. [redacted] can conduct to ensure data isn’t being consumed otherwise is to completely unplug the modem for 24 hours and not just power it down. With the modem being unplugged data can’t be sent or received during that 24 hour period.

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]

I recently cancelled my Hughes Net Internet service because the service did not perform as expected. I had the service for 6 months and Hughes Net solicited me as a customer through the mail when we moved in to our new home. What we later learned after contracting for the internet service, is that Hughes Net aggressively advertises 15mb connection speeds and conveniently down plays the frequent slow connection issues related to "latency" with satellite internet services. The fine print states "up to" 15mb, but the reality is the speed is so consistently slow and unreliable that the statement "up to" in and of itself is deceptive. Hughes Net also requires customers to sign an onerous contract for two years, if you do not cancel in the first 30 days you are assessed an early cancellation fee if you terminate before 24 months, the fee amounts to several hundred dollars. There are thousands of similar complaints on Hughes Net's own community forum hosted on their website. In addition, the independent publication "Consumer Reports" surveyed 39 internet providers in the US and published their results earlier this year, with Hughes Net ranking in last place in all categories of their survey. In my opinion, the aggressive advertising practices of Hughes Net that tout its high speed capabilities and the practice of Hughes Net inserting the words "up to" in the fine print as justification for delivering a troubled services, is misleading and deceptive.

Review: Hughes net satellite internet did not function properly in my home I signed a contract, but it consistently went "out" in any rain. Hughes net sent several technicians to my home to change the system with no changes to the product delivered. I kept having to "increase the cost of the bill by increasing MB / mth" They also told me after my second call to them that they "tested the system and we need to replace some parts of the network." I told them I am not agreeing to do that because it does not work as they promised and I am not allowing any more reps come into my home. It was always an excuse why it "didn't work." I tried to cancel the contract because the delivery of the product was not what they promised. They said that weather conditions would NOT effect the satellite internet system. So I signed the contract assuming it would work 100% of the time. When I tried to cancel they said there was a fee (approximately 300.00) I fought it during several phone calls to tell them they did not deliver the product that I signed up for. I only had the equipment for less than 6 months and always paid my bill on time. After several hours on the phone, and speaking to "managers" regarding my complaint and to dispute any cancellation charges the manager told me all she could do was "take off 100.00" I told her I could not afford to pay my bill AND pay the fees in the same month and to send me a PAPER bill. She agreed. Soon thereafter we got 200.00 debited from my debit account, for cancellation charges-no paper bill until about a week later. They took that money without my approval. Additionally, they OWE me 148.00 for the last several months due to over billing us and other errors on their part. I have called them about 3 times to get my money. Each time I call they say they "are going to refund it." But this is after spending approximately 1 hour on the phone with them so they can "figure out" why I didn't get my money. This last time I called I told them I was going to file a complaint to the Revdex.com if I do not get my money. I was told it was being refunded to my debit card that I pay my bill with every month. I still have NOT seen a dime from them. Additionally you can't get through their switchboard and speak to any customer service reps unless you "pretend" to set up new service and have them transfer you. I want my money back. I want my money because they did NOT deliver the product they promised AND charged my debit card without my permission for cancellation fees-AND OWE me 148.00!!!!Desired Settlement: I want my 200.00 fees reimbursed to my credit card and I want my 148.00 refunded to my credit card.

Business

Response:

August 06, 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. “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.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, there was a retention credit issued on 05/05/2014 of $133.54. A cancellation fee of $337.80 applied to the account on 06/03/2014 and an as a result a payment of $204.26 was retrieved from [redacted]’s credit card. In addition, a credit of $148.00 was applied to the account on 07/01/2014. Due to not returning the radio within 45 days of the cancellation date a unreturned fee of $212.00 produced to the account leaving a balance of $68.00. Once the radio is returned; Hughes will issue a refund of $148.00 to the account. The $204.26 was the early termination fee charged as a result of cancelling the service within the (24) month contractual agreement. If [redacted] has any additional questions she may contact me at the number below. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[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 returned ALL equipment via [redacted] the day after I received the empty box with instructions. I then got several automated phone calls stating they have received all of my equipment. I sent everything back to them the FOLLOWING DAY. They called me several times with this automated message saying they received everything-so many times that I had to block them from my phone!

Review: Back in October of 2013, I signed a contract with HughesNet for new internet services. I told the sales representative that I stream a lot of videos off of [redacted] and [redacted] and that I would need an internet package that would suit my internet needs. The representative told me that their basic package would be perfect for streaming online videos so I had HughesNet come out and install their service. Their internet service worked exactly as advertised for the first three days of service but after the third day, my internet speeds slowed down slower than dial-up and most websites would no longer load properly. I called HughesNet technical support and after getting transferred to a couple different representatives, I eventually talked to one that told me that my internet had been throttled back because I had exceeded my data allowance for the current billing period. I asked the representative, "What data allowance?" The representative told me that I had signed up for the most basic package of 10 GB (5 GB between the hours of 8 AM-2 AM and another 5 GB between the hours of 2 AM-8 AM. I told the representative that I was never informed of this data allowance when I started my service. I then asked the representative what I can do to prevent any future instances of exceeding my data allowance. The representative told me that I should download the data allowance meter from HughesNet to monitor my remaining data allowance, turn off automatic updates on my computer, and avoid streaming any videos from [redacted], [redacted], or anywhere else on the internet. I was informed that any type of streaming constitutes as downloads and video streams suck large amounts of data in only a short period of time. To restore my internet speed back to normal, I would have to pay a nominal fee for a data allowance boost. I paid the fee and had my internet restored to normal speeds after the boost took effect. I downloaded their data allowance meter and I refrained from viewing any videos from [redacted], [redacted], or anywhere else on the interent. After about two weeks, I watched as my data allowance quickly drained and I had exceeded my data allowance once again. I called HughesNet once again to talk to technical support and after getting transferred a couple of times, I was finally connected to someone who could help me. I told them that I had turned off automatic updates and that I was no longer streaming videos from [redacted], [redacted], or anywhere else but I seem to have exceeded my data allowance once again and that I would like to know where all my data has gone. They really couldn't pinpoint where I was losing data and instead suggested that I upgrade my service to 20 GB (10 GB between 8 AM- 2 AM and 10 GB between 2 AM-8 AM) so I upgraded my service. To restore my internet back to normal speeds once again, the representative credited my account the use of one free data token that should last until the start of my next billing cycle where my data allowance will be fully restored. I used the data token and got back to normal speeds again. Although I had upgraded my service, I somehow managed to exceed my data allowance during the next billing period after only two weeks. I called HughesNet back and after getting transferred to someone who could help me, they still could not figure out where my data usage was being used the most. I purchased another data boost to restore my internet speed back to normal and I told them to downgrade my service back down to the basic package because I was not willing to pay more per month for internet that still would not work right. When my data allowance was exceeded in the next billing period, I gave up trying to have HughesNet fix my problem and decided that I would try to get by on internet speeds lower than dial-up. After several months, my service eventually started having additional issues with finding the satellite signal. I called HughesNet technical support and after getting transferred a few times, I finally talked with a representative who informed me that there was definitely an issue with my HughesNet satellite dish receiving a signal. They told me that in order to fix the issue, they would have to have one of their local contractors come out to examine my system and to have them come out, it would cost me a $99 fee. I told HughesNet that having to pay $99 for a local contractor to come out was unacceptable. They were able to waive the fee and I had a local contractor come out a few days later. The local contractor was able to diagnose the problem as a loose satellite bracket on the side of my house and quickly fixed the signal issue. While the contractor was out here, I asked him if he could take a look at my other equipment to find out where all my data was going but he could not find a problem with my equipment. I decided to live another several months with internet speeds slower than dial-up after my data allowance runs out each month. I eventually got fed up with the poor quality of service I was receiving from HughesNet and decided it was time to switch my service to another carrier (SkyBeam) who also offer a data allowance but their data allowance is 150 GB on their basic package for 1/3 the cost at the same listed speed as opposed to HughesNet's 10 GB that is divided up between certain hours and SkyBeam never throttles back their internet speeds, they just charge a small 20 cent fee for every GB that exceeds their data allowance. The only problem is that HughesNet wants to charge me over $300 for an early termination fee but I don't think I am responsible for the early termination fee when it was HughesNet that violated my contract first by delivering a substandard service that was no where near what they had originally promised in our contract. I also do not think it is fair that HughesNet is allowed to dictate what people can and cannot use the internet for and then charge people all this extra money when they exceed their small unrealistic data allowance just to have internet speeds restored or when customers decide to switch services with a much better carrier that delivers what they advertise and do not try to trap people in a two year contract with horrible service.Desired Settlement: In order to keep me as a customer and make money as a corporation, I would like HughesNet to offer services comparable to their competitors such as [redacted] for a reduced price. For example, I should only have to pay $40-$50 per month for a service with a 150 GB data allowance or higher (unlimited data would be fantastic) with speeds at 5 mbps or higher that are never throttled down to speeds lower than dial-up due to high data usage (usage that exceeds a data allowance). HughesNet executives need to get a clue and change their services/equipment to make customers happy enough to stay customers otherwise HughesNet will continue to lose business and receive tons of complaints due to a poor quality of service. If HughesNet cannot deliver on the type of service I am requesting, I would like them to give me an unlimited amount of free data tokens for when my small unrealistic data allowance is exceeded or at the very least waive the early termination fee so that I can switch to a service that will actually provide a service that will meet my internet needs. If the early termination fee is not waived, HughesNet will have a heck of a time trying to get me to pay the early termination fee because I will make it so they cannot charge the debit card I have on my account and if they try to send me to collections, I will contest that I owe HughesNet any money because they were the ones that breached our contract first not me. Either way I will still send back the equipment to HughesNet when I cancel my service but because I have to uninstall the equipment myself (the dish and all the cables along with the modem), I cannot guarantee the condition of the equipment once it is returned. HughesNet will also have to provide me with all the boxes necessary to return their equipment at no additional fee. If HughesNet really wants their equipment returned, it should really be uninstalled by a professional and not the customer in order to ensure that it will still be in perfect working condition without the customer having to pay a professional out of pocket to uninstall HughesNet's equipment. HughesNet really needs to have their own technicians in service areas rather than contracting with local contractors who require their own fees to perform any kind of work. Great customer service means giving customers what the demand at the prices they demand. Customers do not want to spend all this extra money just to have local contractors do all the work. Any work that needs to be done should already be included with the service a company provides at no additional cost such as installations, service calls, uninstallations, etc. HughesNet really needs to work on its business strategy as it seems the corporation is being run straight into the ground. HughesNet needs competent executives who can actually compete in this demanding internet market as opposed to using a business model that is seriously outdated and obsolete that causes large numbers of customers to terminate their service at rapid rates.

Business

Response:

August 22, 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 his 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.” When there is unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. Multiple devices in the home will also contribute to usage on the account. In addition, customers’ computers and routers are checked to make sure this is not a contributing factor to excess usage as well. 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 in light of the issues [redacted] experienced with our service; we have provided a credit to the account of half the early termination fee leaving the balance to $132.65. The equipment needs to be returned within 45 days of the cancellation date to avoid an unreturned equipment fee. 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 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]

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,

My husband and I moved to S[redacted], TX in June 2015. We signed up with HughesNet for internet services. The service was terrible, barely worked at all. Upon installation we explained our needs are were assured that the service they were providing would meet our needs. Customer support was no help at all. We cancelled at the end of July and were charged a $400 termination fee. This is ridiculous - the service hardly worked and was extremely slow when it worked and then they penalize us for terminating the account.

Review: I signed up for hughes net satellite internet service about 2 months ago and have been lied to on several occasions, over and inappropriately charged on multiple accounts, and ignored when trying to cancel service.Complaints:1. sales rep lied about how much data was available to consumer. Data plan advertised and solicited is actually half of what is promised with the other half only allowed to be used from 1am to 5am. 2. Account was overcharged after service rep promised a discounted rate for the month of December after an attempt to cancel. No discounted rate was ever applied and credit card was charged full amount. No additional data was ever granted as well, despite the supposed upgrade of data.3. Placed on hold and transferred to hold telephone lines on several occasions for excess of an hour when attempting to cancel service. Only was able to cancel service when told agent of a recorded line and legal action if transferred. Some how able to cancel with this agent without any transfers.4. Lied to me about de installation fee. Hughes net promised 3rd party company would remove wiring, box and satellite from house for $50. Called 3rd party reinstallation company that had no such order to take down satellite despite promise from hughes net to me to do so.5. Service cancelled early despite having paid for the entire month, my service was shut off over 15 days prematurely after expressing my wishes to cancel service6. Hours of wait time after being put on hold to resolve any type of issue related to derive, help, cancellation.Desired Settlement: I would like my discounted rate for the month of december to be applied minus one half of my monthly bill to reflect the service that was shut off early despite charging my credit card for month long service at the beginning of the month.

Business

Response:

January 14, 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.

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. 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.

After further review, we have issued credits to the account in the form of partial early termination fee. Hughes has issued a credit to **. [redacted]’s account in the amount of $200.00 representing half the early termination fee. **. [redacted] needs to ship back his 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]