Hughes Network Systems

Review: HughNet did not provide services as advertised. Very poor connection and VERY slow internet speed on any and all devices used. Every time I called to complain they recommend to "upgrade the service" after a couple of times of doing that I am now paying $112.22 a month for the same slow service and poor connection that I had when I first got it hooked up! After 6 months of VERY poor service my family had enough of it and cancelled the service. HughesNet now wants to charge me $355.00 for a cancellation fee for there poor services/ lack of services as advertised just to end the VERY bad internet service!Desired Settlement: Would like to have the $355.00 cancellation fee waived by HughsNet and be on my way to a different internet provider. HughsNet was one of the worst financial decisions ever!

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. “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 **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination 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. In light of the issues **. [redacted] encountered with our service; Hughes will cancel the account without penalty. We would need for **. [redacted] to contact me at the number below with his preferred cancellation date. **. [redacted] needs to return the equipment within 45 days to avoid being charged an unreturned equipment fee. A box and prepaid label will be shipped to him after cancellation. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: HughesNet solicited me and promised me high speed internet service.

The service was slow and eventually didn't work at all.

This was because I used up my 10 mg allowance.

They never told me that there was a 10 mgps download allowance.

They never mentioned I would be under contract with a 400.00 disconnect fee.

They refused to negotiate with me and stated that removing the dish from my roof was my responsibility.

I have not the equipment to do this. I wanted to negotiate a fair solution with someone at Hughes.

They hit my credit card for 400.00 and this was not authorized by me and is a violation bordering on fraud.Desired Settlement: I will hire someone to remove their equipment and I will pay the postage to send it back

this includes radio, transmitter, modem but not the huge disk.

They will credit my credit card the 400.00 they charged without my approval.

I will not take them to small claims court, or sue them for fraud,

or tell the entire world how they do business

if they credit me the 400.00 they took without my approval.

Business

Response:

November 20, 2013

Review: I started services with Hughes Network several months ago, using their highest available plan called the PowerMax @ $129.99. The PowerMax plan offers (according to what they advertise) up to 15 Mbps for download rate and up to 2 Mbps for upload rates. Since my service with Hughes Network, I have experienced many issues with data speeds. The first issue which lasted a couple after installation, my speeds were extremely slow with hardly no connection. It turns out the modem they provided was defective. The second and probably the most important issue was extremely continuous transfer rates. For months I kept measuring my speed rate and was getting no more that 0.5 - 0.8Mbps. I called them several time to complain about this but they continued to say it might be something on my end. So to keep me as a satisfied customer they would give me tokens (for additional gigabyte use) and a discount of my next few bills. None of this however would resolve my issue. I called once again on a different occassion to report the issue and finally we figured out, after digging down deeper, that the reason I was getting low tranfer rates was because I was using a secure VPN. I was told not to use the VPN as this was not compatible with their system and in order to get the actual 15 Mbps for download rate/ 2 Mbps upload rate, I would need to log off the VPN. I had explained to the person assisting me that I needed to be on the VPN as this was part of my job and the reason I had chose to go with Hughes net was for the speed. I explained in detail that I work from home and that I have to be logged on to the VPN at least 8-10hrs per day. So after much thought and consideration , I decided to cancel the service as it was not meeting my needs. The respesentative stated that I would have to pay a fee due to the "early" termination of my contract. I explained that my contractual agreement was based on the a service that was supposed to be provided to me as a customer on a specific plan, and that the plan of choice was not fullfilling my needs. I explained to that Hughes Rep. that even the small fine print does not state that speeds are not guarantee if customers use a VPN and that it should be outlined in that fine print.Desired Settlement: Hughes net is has charged me an early termination fee 195.00. I'm only asking for this fee to be returned to my bank account. I'm not asking for a total refund for the months of service (although that would be suitable). The following transaction number was generated for the termination fee: [redacted]. The account number is to this account is as follows: [redacted] Date of Services: April 16, 2013 - January 16, 2014.

Business

Response:

February 4, 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 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 April 16, 2013. On January 3, 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 $295.00.

There was a sales call review and **. [redacted] was informed about the contractual agreement after the first 30 days. In addition, **. [redacted] called customer support during the first 30 days and was notified on May 6, 2013 that VPN service isn’t recommended for use with Hughes and that it will slow the browsing significantly if it works.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that she would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. In recognition of **. [redacted]’s circumstances, Hughes agreed to make an exception regarding our cancelation policy and applied a credit toward the early termination fee.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $100.00 to his account which reduced the early termination fee to $195.00. We apologize that we aren’t able to waive the fee in its entirety because it is a valid charge and **. [redacted] was made aware of the terms and conditions prior to having the service installed.

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 requested Hughesnet Service and had them set it up Sat 14 June. By that Sun, service was super slow and eventually stopped working. I called and the automatic response said something about service being out because of the rain so I waited expecting it to get better during the week when the rain subsided. This past Sat I still had no service so I called to have them fix the issue. After about 1 hour, the tech cold not help me. He then said he would have to transfer me to "higher tech support", that's all he said. He transfers me and they tell me I have to pay for them to help me. I was not going to pay for service that should have been working. They said I was transferred to them because Hughesnet suspects my devices are the issue. I explained that it wasn't my device because I and several others tired connecting at least 8 other devices all of which showed that the modem as the issue. Even the Hughesnet automated troubleshooting said the same thing when I called and then it transferred me to the techs so I know it isnt my device. I decided to have my account canceled since I was having issues not just with not having internet but because Hughesnet customer service was horrible. The representative refused to cancel my account unless I went through the troubleshooting steps with her again as if I didnt know what I was doing. Finally they sent me confirmation my account was canceled. Today I call Hughesnet to confirm and I find through the automated system, that Hughesnet is scheduled to charge my account automatically every month including July 16th. I dont understand how when my account was canceled. I was transferred to customer service (Elliana Q[redacted] #[redacted]) and she told me that they treat my cancellation as standard so they will keep my account active for 30 days (until 14 July) and then not charge my account because then it will be inactive. I told her I was not going to let them keep my money that I paid up front when I didn't have service and even now after I canceled my account. She then said they will only refund me $39.29 because I reported it 1 week later and that the box to return the items would only be sent after the 30 days (after July 14th) and on top of that, I would have to climb on my roof and figure out how to take down the equipment they installed so that I could return it to them. That is ridiculous! They should be the ones taking down that equipment from the roof and I should not b charged for service I never received. I have witnesses who tried to connect to my internet and couldnt and who saw the diagnostics say it was the modem, not my equipment.Desired Settlement: I want Hughesnet to provide me with a FULL REFUND and to have someone come to my home and undo the equipment they installed on the roof so they can take it with them. I have 2 separate charges on my bank account: $49.98 was taken out on 3 June and then another unauthorized charge of $1.28 was taken on 16 June. Thank you.

Business

Response:

July 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on June 14, 2014 and requested to cancel her service on June 21, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has be credited the disputed amount of $11.97 and that amount has been refunded to the card on file. The account was previously refunded in the amount of $39.29 and the $11.97 is the difference from the total amount paid of $51.26. Regarding [redacted]’s request to deinstall the equipment, it is a billable service in the amount of $100.00. The tech will not remove the dish, mount, or cables. The tech only will remove the radio which is attached to the arm of the dish and leave it with the customer. If [redacted] wishes to schedule the deinstall customer care can create the order to do so. 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 should not have to pay $100 for someone to remove part of the dish that was installed. Had this been told to me in advance, I could have considered it as part of my decision on whether or not I wanted to proceed with the service because other setalite companies do not charge for installation nor do they request satelite equipment back; if they do request equipment back, they do not charge for that. I want Hughesnet to send someone to my resdience, at no additional cost to me, to remove from the satelite they installed on my roof whatever equipment they need back. Secondly, when I called Hughesnet, the prerecorded message that does the scan of my system confirmed my system was down for some time and transferred me to a respresentative that was able to confirm the same thing. I did not contact them sooner because it was raining heavy that week so once the rain stopped, I thought service would be restored, but it wasnt so I contacted Hughesnet. I am being billed for 1 week of "service" that I did not recieve as verified by their very own system and representative. That is why I requested a full refund. Hughesnet needs to learn better customer service because what they are doing is not right and not fair to the customer. It is a definite learning lesson for me and others that witnessed this.

Regards,

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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Regarding [redacted]’s concern about the cost of deinstalling her leased equipment, Hughes’ subscriber agreement which can be found online contains specific language that leased equipment must be returned and Hughes isn’t responsible for that equipment being returned. [redacted] did agree to the terms and conditions at the time her service was installed. “Returning Equipment to HughesUpon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200. Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation.For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.” At this point, [redacted]’s account has been refunded in full and Hughes’ will agree to cover half of the cost to deinstall the radio from the dish if [redacted] needs a tech to come and do it. 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[redacted][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 clearly does not care about its customers. Now I see why they have such a horrible rating; it is a huge learning lesson for me. HughesNet response reiterates what I was stating about them in my complaint; it makes no sense to expect a customer to remove an antenna (or portion of it) from their roof when it was installed by a HughesNet professional. It is dangerous but clearly HughesNet doesnt care which is why they lost my business and countless others. Had I known this, I would not have wasted my time. In addition, the HughesNet techinician drilled through my carpet/floors so now I have to deal with repairing that. HughesNet is horrible when it coems to business and customer service. I have nothing further to say to them. I am disgusted and will not be doing service with them. Thank you.

Regards,

Review: Services not as advertised. Very slow most daylight hours. Not consistent any time of day or night.. Attempts to resolve issues are unacceptableDesired Settlement: Allow to cancel services with no early termination fees

Business

Response:

January 17, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated January 3, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the sale and speeds of his HughesNet service and is seeking to cancel without penalty.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate that **. [redacted]’s account was activated on December 12, 2012. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but he continued to be dissatisfied with his service.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin the HughesNet service. Section 1.1 of 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.”

Consequently, we believe that we have a contractual right to assess these fees. Nevertheless, considering his overall experience, Hughes has agreed to waive **. [redacted]’ early termination fees, should he decide to cancel, and has issued a $99.98 two month service credit on January 9, 2014. If the account is canceled Hughes will send **. [redacted] a prepaid shipping box and label to help

facilitate the return of his leased equipment.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Sincerely,

Office of Executive Support

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

Review: Over the past year, I have tried to cancel my service numerous times with no success. They have continued to take unauthorized payments from my bank.

I have tried to cancel my account with Hughes Net numerous times. They continue to take unauthorized payments from my debit card. I had to file a complaint with my bank, and cancel my debit card, which is a major inconvienance. Most of the payments they have taken were $60.00. Today they took $137.40 which almost put my account in a negative balance.Desired Settlement: I am seeking $500.00 in unauthorized payments and fees.

Business

Response:

May 13, 2013

Review: I called the 800# to get info on satallite service

and was told that we could receive it and get rid of our landline and have faster internet service

we set up installation date for 7/1/13. the installer showed up ask where the computer was I showed him he vstarted the work,I left for work laeving my wife at home. after 3 hours of installing the equipment he then tells my wife we have an older computer that is not adaptable to there system we would ned to purchase a network card for it to work.I went to [redacted],[redacted],and [redacted],no one had it and according to theme and the internet no longer available.I called hugesnet 7 times case #s follow,[redacted],[redacted],[redacted],[redacted],[redacted].... I was told on various calls to get other eqipment ie.ethernet cable,ethernet wireless adapter,after spending $60 still did not work. ON the next call to hughesnet iwas told I would have to buy a router!!!! iI told them I was not spending any more money come get the equipment off my property... they sent me a box for free ups return of which I returned everything but the [redacted] and sattalite dish thats on my roof.. I told hughesnet that I was nor crawling up on my roof to retreive it that they put it there so they needed to come get it... they replied they would for $100... im not paying a dime more, for hugesnet missrepesented the service because nothing should have been installed before the customers system was checked for capadability.....Desired Settlement: I want hughesnet to come and remove the sattalite from my roof/ or come and supply what is needed for the system to work with free service for 6 months

Business

Response:

August 8, 2013

Review: On June 20,2014 I received an alert via text that my checking account had entered a negative status. When I logged into my account I saw a charge from HughesNet for $272.35 which is four times my usual auto draft payment of $74. I called HughesNet support where I was told that I had incurred this charge because of an upgrade. Several weeks ago I called HughesNet because I had not had internet service for about a week. The CSR on the phone said I would be receiving $60 in credit applied $10 monthly for 6 months for my inconveniences , a free upgrade (because I was no longer under contract and had been a loyal customer) that would solve the issue of having recurrent failure in service. I was informed the upgrade option was available at my current $74 a month payment. My checking account is currently $450 in the negatives and there are 7 more postings that will result in $210 more dollars in overdraft fees. Last night after speaking to 3 different supervisors I was told the original $272.35 would be credited back to my account as well as $180.95 to cover overdraft fees and that it would be returned to my account by 9pm. This morning upon reviewing my bank statement there is not a credit to my account. I am currently on hold and have been for 20 minutes waiting on a supervisor. This morning the CSR informs me that I am only being refunded $181.95. and I can email them my overdraft information but they do not have to pay me that. I have been misinformed by CSRs and supervisors. The supervisor I spoke with yesterday was an [redacted]. This error is a result of inadequate notes from the original tech regarding the upgrade according to HughesNet. Today's supervisor tells me no money will be credited back to my checking account and that this is a personal issue I should resolve with my bank not their fault: [redacted] (pronounces [redacted] he claims). I have asked to speak to his supervisor and I am once again on hold. I have been given false information by not just one but 5 CSRs now and different information by 2 different supervisors. I can not afford to fix the errors they have caused on my account and they are saying it is not their responsibility. The current supervisor I am speaking with says that they can only give me the $180.95 credit to my HughesNet account that no money will be refunded back to my checking account. By the time the other charges will happen my account will be $660 in the negatives. I have asked to have my debit card information removed from my file and the supervisor says only if I will agree to accepting the refund of $180 dollars. WHAT!!!!!!! Are they saying the only way my card will be removed is if I agree to them only refunding me the $180 dollars. I have now been on the phone with them for over an hour.Desired Settlement: I would like to see the original $272.35 (minus my monthly $74 payment) credited back to my checking account and all over drafts fees repayed that have incurred as a result of their billing charge. I would also like to be exempt from any early termination fee from the new contract that was put into place after being misled when upgrading. They may come to my home and get their equipment I no longer wish to remain a HughesNet customer.

Business

Response:

July 8, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear Mr. Dennis: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and is seeking a refund related to the upgrade activation fee and non-sufficient funds. After further review, **. [redacted] was charged $272.35 on 06/20/2014 which included the upgrade activation fee and her monthly service fee. **. [redacted] was offered a free upgrade as a result; Hughes issued a refund of $181.67 the following day which should have offset the initial cost. We have also added a credit of $16.68 to the account leaving only the service plan fee of $74.00 that will be charged. Our notes also indicate that we advised **. [redacted] to inform her bank that we have issued the refund to the account. We can also send her a letter to provide to her bank for possible waiver of the non-sufficient fees. In light of her issues we have issued a credit on the account for $20.00 off for (6) months. At this point, we are unable to waive the early termination fee. We left **. [redacted] a message informing her of our decision on 07/08/2014 and we are awaiting a return call. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Was charged multiple fees when told not to keep credit card on file. When canceling service we were told we have to go on roof of house to take off the dish.

Review: Master account ([redacted])#[redacted].

I received a satellite internet service trial 30 days on June 27, 2013. On July 25 I called[redacted] to cancel the teial because the service went down every day thar was raining. They gave me a 30 days trial extension to see if the service improve. I received this extension with two cases: [redacted] and [redacted]. They told me if the service doea not improve I could cancel the service before August 27. I called on August 25 cancelling this service. They charged my credit card $ 400. I called again, they accepted their error and I received a confirmation return # [redacted]. Afte 10 days they have not returned the miney ti my credit causing me overlimit fees.Desired Settlement: Return the $400 to my credit card.

Business

Response:

November 8, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service and would like to be credited the early termination fee.

Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject 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.

After further review, it appears that **. [redacted] has received a refund back from her financial institution in the amount of $400.00 due to disputing the early termination fee. As a result, we have issued a credit to **. [redacted]' account in the amount of $406.50, bringing the amount due to $0.00. While **. [redacted]' account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers' accounts.

In addition, Hughes would need the name of the bank and can send a letter to **. [redacted]' financial institution to possible reverse the non-sufficient fees. She may send it to the email address below with my name in the subject field. We left a message notifying **. [redacted] of our decision on 11/08/2013.

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

Very truly yours,

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

[email protected]

Review: WHEN I ORDERED HUGHSNET, I WAS TOLD THERE WAS A 15GB DATA CAP. I WAS TOLD IF I DID NOT LIKE THE SERVICE I COULD CANCEL WITHIN 30 DAYS.

AFTER THE SERVICE WAS INSTALLED, I FIND OUT 5GB DURING THE DAY & 10GB 2AM TO 8AM. I DON'T USE THE INTERNET IN THE MIDDLE OF THE NIGHT. THE DAY AFTER IT IS INSTALLED, IT STOPS WORKING REPEATEDLY. WHEN I CALLED TO COMPLAIN, I RECEIVED A VOICE MESSAGE, WE ARE EXPERIENCING HIGHER THAN NORMAL CALLS DUE TO GEN 4. THEREFORE I CANCELLED THE SERVICE WITHIN 5 DAYS. THEN THEY TOLD ME THAT I HAD TO RETURN THE RADIO HEAD ON THE SATELLITE THAT IS ON THE TOP OF MY ROOF. I TOLD THEM I CAN'T/WON'T CLIMB ON MY ROOF. THEY TOLD ME THEY COULD SEND OUT A SERVICE GUY AT A CHARGE OF $99. I SAID NO. THEY SAID, I WOULD BE CHARGED $200 FOR THE RADIO HEAD. I FEEL NOT BEING TOLD THE 15GB IS REALLY ONLY 5GB USEABLE IS BAIT AND SWITCH AND THAT I SHOULD NOT HAVE TO PAY TO HAVE THE SATELLITE RADIO HEAD REMOVED.Desired Settlement: I FEEL HUGHESNET SHOULD SEND OUT A SERVICE GUY TO REMOVE THEIR SATELLITE RADIO HEAD, AT NO CHARGE TO ME.

Business

Response:

August 22, 2013

Review: I have had nothing but trouble with my Hughes Net service since I set it up in March 2014. The service is very poor and unreliable (15-20 issues since March). I have to constantly reboot the modem every 5-10 days because the I have no service. I have collectively spent near 12 hours on the phone with Hughesnet technical service trying to diagnose the issue. Every time I call it is something different. Sometimes they claim they need to "flush something" on their end and then it starts working. One time they claimed the modem was bad and sent technician has already been out to replace my modem. Sometimes they promise to have a technician call back and they never do. My internet service is currently not working again.

Additionally, the internet speed even when working is very slow (well below the advertised and promised speed I was promised by their sales department when I signed up). I routinely get around 1.5m download when I was promised 3-5m speeds.

I am very tired of all this and have requested to cancel service. Hughesnet wants to charge me $300 for cancelling early. The other option they are giving me is to send someone out so they can fix my service again.

I would just like part ways and I do not feel that I owe them anything for all the trouble and poor service I have had to endure. I would appreciate your help.

Thanks,Desired Settlement: I just want HughesNet to agree to part ways and cancel my contract without any financial obligations. I think this is the least they could do for all I have been through. I am current with my bills and I have paid them for each month of internet service even though I did not receive what I paid for. Thanks.

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 HughesNet 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.” 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]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] encountered with our service, we have cancelled the account and issued a refund for half of the early termination fee. In addition, a box and prepaid label and box will be sent to the address on file for the successful return of the equipment. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole f[redacted] Sr. Executive Customer Support [redacted] [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]

While I appreciate HughesNet responding to this complaint, their offer of having me pay 1/2 the cancellation fee is not acceptable. HughesNet's contractual rights with regard to this fee were bound by their ability to provide internet service to me: At the speeds specifically guaranteed the salesperson representing Hughes Net when I signed up for the service. (5MB max and 3-5MB depending on the traffic load). ANDWith an expressed reliability (I paid them in full for full service goods every month while only receiving functional internet service around 50% of the time). Neither of these abilities were provided to me as paid for during my time of service with Hughes Net. Hughes Net's equipment will be returned to them in a timely manner. I will not accept any additional charges to my account for cancellation fees.

Regards,

Business

Response:

August 26, 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 additional concerns regarding his HughesNet 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.” 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]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes attempted to work with [redacted] to try and meet his expectations with our service. However, in light of his difficulties we have agreed to issue the remaining half of the early termination fee bringing the total refund to $366.70. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole f[redacted] Sr. Executive Customer Support [redacted] [email protected]

Consumer

Response:

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: I contacted HughesNet for internet service, and this was installed June 3, 2013. NEVER, at ANY time was I told there was a 24 month "contract". I never would have agreed to that, as I knew one year ago I would not be living in this location beyond 14 months... not even close to 24 months.

I called today (phone # ###-###-####) to discontinue service at this end of June 2014 (I am moving), and was told they will charge me $235 for early termination of my "contract". I told them I was never told about a contract, but they continued to say my credit card on file will be charged $235 for early termination on July 2, 2014.

I called HughesNet back again today and asked them for a copy of this "so-called contract" that they say I have with them. After quite a run around, a representative named "[redacted]" said I had to contact the installer, and that they kept the contracts and could get a copy for me. I called the installer (phone # ###-###-####), and he said they do NOT keep the contracts, and in fact send them to HughesNet on the day of installation.

I called HughesNet back for a 3rd time today. This time I was told by a male representative (I could not understand his name after asking three times) that he was "looking at my contract on the computer" and could "see (my) signature". I said I would need a copy of that contract. He said he cannot send it to me. I asked that he find someone within the company who is able to send a copy of the contract to me, either by email or hard-copy in the mail. He put me on hold... he returned and said the contract with my signature was only for installation and does NOT say anything about a 24 month contract.

The HughesNet rep proceeded to tell me the contract is a VERBAL contract. I then asked them to find the recording of their representative telling me about a 24 month contract, and my voice saying "Yes! I would love a 24 month contract!". I, of course, know that no recording exists because, again, I was NEVER told about a term of 24 months (or any other duration). He told me it is "impossible" for them to find my recorded phone call. He said they don't need proof... that "all HughesNet contracts are 24 months and they would never agree to anything else".

This brings us to the problem.... I would NEVER agree to a term contract of any length. At the time I spoke to the sales rep on the phone for new service I was NEVER told any duration. I was under the impression that service could be stopped at ANY time for ANY reason.Desired Settlement: I will NOT be paying an early termination fee of $235, or any other amount. Since I was not made aware of any early termination possibility, I want this cleared off my bill and for there to be no future backlash against my impeccable credit.

I also want their policy and procedure - corporate wide - to be adjusted so their sales representatives are upfront about all charges, even at the risk of their commission.

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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on June 2, 2013. On June 12, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $235.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $235.00 to her account representing the early termination fee. That amount will be refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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]

Service is completely unacceptable,... the speed is horrible and we can't get any business done. I have only had it ~60 days, ... spent 5 weeks away from home attending to my mother's funeral and estate and have barely used the equipment. Called to discuss / cancel the service, ... explained that my mother had passed and this had impacted my ability to notice problems sooner and or call to cancel sooner. They could care less. I was hit with a $400 cancellation fee, have to disassemble equipment on the roof, plug holes myself and return. Unbelievable service quality, ... lack of service quality.

Review: I cancelled my service by phone on 3/30/2013. Case #[redacted]. Was told then there would be no more money collected.

I was informed by the representative my service was cancelled, and there would be no more charges on my acct. I was told procedures for returning their equipment . Reference the above mentioned case number the lady assured me no more money out of my acct.,but when I check my bank acct on 4/1/2013 Hugesnet withdrew $89.01 from my acct. I turned on my equipment and they still haven't cancelled my service. Talked with them on 4/6/2013 about this they said we had to collect for 1 more month as the process of cancelation is lengthy.(Strange they turn stuff on in a matter of a few minutes when setting the acct in.)I asked for refund they told me my acct was good through April which is totally wrong from what I was told on 3/30/2013. I only ask they do what they say. thanksDesired Settlement: I am only asking them to put the $89.01 back in my acct.

Business

Response:

May 8, 2013

Review: Hughes Network Systems LLC has been unresponsive in porting my telephone number. It seems to me that after a full month of attempts and many phone calls over an hour in length that it is company policy to pacify the customer but to refuse to take action to port telephone numbers. Porting is a consumers right granted by the FCC.Desired Settlement: That my telephone number be ported expeditiously and that billing for the service not start until the action is completed.

Business

Response:

August 22, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on June 30, 2014 and according to his letter has been having problems with getting his Hughesnet VOIP number ported. Please be advised that we have confirmed with [redacted] that his number has been ported at this point and his issue has been resolved. 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.]

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,

Verizon wasnt available in my new home and they reccomended I get Hughes net. Hugh mistake. I told them exactly what I use the internet for, I am an online student and don't have cable I watch TV via apple TV (Netflix, Hulu, & HBO NOW) the sales representative reassuredme all this was possible with their service. One month in I realized they just wanted to lock me in. I contacted Netflix only to find out my problem wasnt on their end but it was my internet provided the same one that reassured me I would have no problems. After contacting Hughes net the customer service rep LAUGHED at the plan the sales rep signed me up for given my use of internet. She increased my package increasing the price as well. I explained I just bought a house and that was going to be tough but decided without a cable bill doable. Now I have dealt with this crappy internet that hardly allows me to do homework and won't allow me to watch TV. This service is not worth it. I have already increased the data package on my phone service to make up for Hughes nets lack of service. If you need internet don't get Hughes net.

Review: I've been a hughesnet customer since 9/2011. Recently my mother signed up for their services. She lives on the same property as I do and we also share the same address although she lives in another home, on the same property. She became a customer around 8/2013. Ever since she signed up, HughesNet has sent all of my mothers and my monthly bills to my mother. They combine the bills even though they are on separate accounts. This creates a headache when trying to pay the bills. We both have called Hughesnet numerous times in an attempt to get the bills separated and to have my monthly bill sent to me and her monthly bills sent to her. Every time we've called, they tell us that the bills must be payed in full in order for them to separate the accounts properly. We have done this via credit card payments over the phone. They then tell us that the bills will be separated. Sure enough, the next month is the same. My mother gets the bills and both accounts are on the bill and I do not get a bill sent to me. We have tried to work with this company to get this matter corrected but their customer service division doesn't know how to separate the bills or they just aren't doing it. It's become such an annoyance that I've terminated my contract and agreed to pay an early termination fee of $340.00. I've done this because they cannot do a simple thing such as separating bills. I do not believe I should be charged anything for the early termination fee since hughesnet has failed at providing customer service to their customer. They have the responsibility of providing customer service and providing internet services to their customer, if they cannot provide those services then a customer should be able to opt out of their agreement since hughesnet is basically not fulfilling their part of the agreement. If I didn't pay my bill, then I wouldn't be living up to my part of the agreement and Hughesnet has not lived up to their part of the agreement. No one should have to go through what my mother and I have had to go through in trying to get this simple procedure accomplished.Desired Settlement: I would like a full refund of the $340.00 early termination fee since this company cannot and did not fulfill their part of the agreement. They have subjected me and my mother to months of being led on that they are separating the monthly bills when they have failed to do so. this has led to a lot of resentment and anger every time we try to talk with a hughesnet customer service agent. they just do not understand what they are supposed to do. it is a simple thing to do, just separate the accounts and send a bill to each customer but some how they do not understand or they just are unwilling to do it even they they've told us they are separated.

Business

Response:

March 17, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear [redacted]:

In response to your letter to the executive customer support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination 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.

We will issue a check to the address on file for half of the early termination fee in the amount of $170.00.

A box and prepaid label will be sent to the address on file for the successful return of the equipment.

**. [redacted] may contact me at the number below with any additional questions

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: In August 2012 we contacted Hughes Network to provide Internet Service to our residence. I was given the option of purchasing the satellite with no installation charge and a two year contract or renting the equipment. At that time expressed to the representative on the phone that I was unwilling to enter a time contract so opted for the second choice. I paid the Hughes installation representative $150 installation fee made out personally to him as he requested and began making our monthly payments to Hughes Network. We initially found the internet service to be very slow, however it did work given enough time. In October of 2012 we received a flyer in the mail stating they were launching a new satellite and for an additional charge our internet speed would improve. I was initially told that connectivity was contingent on weather conditions but our experience with connectivity was always a problem and deteriorated over the months we were with this service. Usually the internet did not connect, it worked in the middle of the night occasionally, very slowly or so slow to the point it won't work.

In February 2013 our credit card which we were requested to share with Hughes Net., was cancelled and a new # reissued due to a security breach by the bank at the bank's initiation. Hughes Network cancelled our service as they could not bill our credit card. I called Hughes Network and told them I would prefer to receive a bill in the mail instead of having it billed automatically from our credit card. They informed there would be a $5 extra charge for sending a bill to us in the mail. I told the representative on the phone that in that case cancel our service as it usually didn't work. He informed me, after checking with his supervisor, that he would waive the extra charge for six months. The service continued to become worse both in connectivity and speed. In May of 2013 I called Hughes Network informing them I was cancelling the internet service. The representative on the phone offered to connect our account to the new satellite for better speed and connectivity. I stated that I didn't want to pay more than the $73.28 which we had been paying each month. He told me with no hesitation there would be no additional charge. I declined that offer as I felt the company should have been giving me the best service possible during the months I was a customer, instead of the terrible, or near non-existent service I experienced by May 2013. Upon hearing that, the Hughes representative stated I was committed to a two year contract and I would be billed $280 if I terminated service with them. I informed him I would never agreed to such a contract, and tried to explain how the account was set up the previous year, concerning the options or renting or buying the equipment as it was told to me. None the less, the representative stated I would be billed $280 for early termination.

I sent back the equipment back to Hughes Network according to their instructions. They proceeded to bill me $280 which I have no intention of paying. It doesn't seem fair that I had been paying $73.28 a month for poor service which got worse with the passage of time to the point it was unusable. I was never of the understanding that I had a time contract with them as they claim. I feel I've already been taken advantage of by this company and ripped off. I can't imagine adding insult to injury by giving them another $280 for nothing.

I've received two bills for $280 since service was discontinued on June 7th 2013. Recently I received a bill from Hughes Network Credit Service, which infers we still have service with Hughes Network. The company does not seem to operate in good faith, using so called "gotcha" tactics, referring to their misleading two year contract for a service which is not provided. I've tried to act in good faith with this company but I feel I've been taken advantage of.Desired Settlement: I want Hughes Network to acknowledge I owe them nothing, as I never agreed to a two year contract. I had been paying a monthly charge for a service which was not adequately provided, as a result I feel as though I've been "ripped off" and will not pay this company any more.

Business

Response:

July 31, 2013

Review: I disconnected my Hughesnet account in December 2013 due to issues from the day it was installed. They did not provide the download/upload speeds they guaranteed and I had nothing but issues, hours on the phone attempting to resolve with no avail. I was told I would not be charged anything for my disconnect due to all of the issues I experienced, would be receiving a box to return my modem and power supply. I boxed everything as requested, was told not to return anything on the dish itself (that it was no longer required to return any of this equipment due to a new policy). I boxed the equipment as requested and planned to drop it off at a UPS Store within a few days. A UPS truck appears at my residence, not communicated to me in any way, to pick up the equipment for HughesNet. I gave the driver the box and was provided with a "call-tag" tracking number. On 2/11/14 I find a deduction from my bank account in the amount of $214 from Hughes.net, not authorized by me, later to find out during a phone call with them, for equipment from the dish itself they claim I never returned. When I demanded a Supervisor, I was placed on hold multiple times, only to be told I was at fault and no Supervisor was available. I then demanded they send someone to remove their equipment from my property, only to be told "we do not handle that" and a Supervisor would call me within an hour. They claim they not only did not receive the other equipment I DID return, but have also now removed money from my checking account illegally for equipment I was told I did not need to return and are now refusing to send someone to remove.Desired Settlement: Refund for the $214 they illegally removed from my bank account and for them to remove the entire dish from my property.

Business

Response:

February 26, 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 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]’ service was activated on October 9, 2013. On December 7, 2013, **. [redacted]’ account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $400.00.

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]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $400.00 to her account representing the early termination fee. In addition, we have received the unreturned equipment as of February 24, 2014 and we have credited the account in the amount of $214.00. That amount has been refunded to the card on file.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I was never notified of the lack of return of the equipment in any way shape or form. HughesNet deducted the $214 from my checking account without notification of any kind, causing $112 in overdraft fees to be incurred by me and an additional $16.80 in costs to me to return equipment I was advised the day of termination, I was not required to return.