Hughes Network Systems

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: never told of any contract, we purchased all the equipment outright,we own it. We were also told that they would buy back the epuipment, but they wont

A recorded sales call, so I know they know what the salesman said. He promised hughesnet would buy back the equipment and there was no contract. The internet speeds he said we would recieve, are no where even remotely close. He said we would have free installation, yet they charged over a $100 for installation and billed our debit card without even letting us know. Customer service is horrible all around, even the supervisor I spoke to. All lies from the very get go, worst experience with a business ever. I want this company to honor what they had said, buy back the epuipment, and no contract. They told me today that we would be charged $400 for early cancelling??? There is nothing on our invoice that says anything about a contract, nor did the sales rep. we will not be paying thatDesired Settlement: We expect hughesnet to honor what they said, buy back the epuipment at full price that we paid, not charge us for a contract that we never agreed to or signed

Business

Response:

February 25, 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.

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 allow **. [redacted] to cancel his service without penalty. Unfortunately, we will be unable to issue a refund for the equipment due to it being beyond the 30 day refund policy.

We have sent the signed contractual agreement to **. [redacted] email address on file.

If the [redacted]’s has any additional questions they may contact me directly with 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,

Executive Customer Support

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

[email protected]

Review: For the second time the company has collected two payments from my checking account. The first time was in November of 2013 and was never resolved with the exception that my next months bill was prepaid, however it did put me in financial hardship and caused a check to bounce and my financial institution charged me for that. They are telling me that I can have my money redeposited in 1 to 7 days now. This does not help me at this time since I was depending on that money to get me back and forth to work for the rest of the week. Now I am having to wait and do not have the money I need to liveDesired Settlement: I want out of my contract with this company without having to pay the termination fee so that I may get a company that will not steal money out of my account

Business

Response:

March 12, 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 reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the service was activated on December 30, 2009. Regarding **. [redacted]’s concerns with the her account being double charged, if **. [redacted] is making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates. Our records indicate that a refund of $62.86 was issued on February 19, 2014. We have left a message for **. [redacted] to find out what occurred with her billing during that 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]

Review: I signed a contract with HughesNet for internet services. The service is not operating as stated in the contract and I have contacted the company several times to resolve the issue. They have not provided the services as promised. I was promised specific internet speeds but what I am getting is not even remotely close to what was promised. I have been unable to use the service for the intended purpose and the company has failed to provide an adequate solution. Their advertizement claims are both false and misleading.Desired Settlement: I want to cancel my contract with HughesNet without having to pay for early termination. They have not held up their end of the contract, so I feel that charging me a fee for terminating my service is wrong.

Business

Response:

March

12, 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

service.

Our

Executive Customer Support representative reviewed all pertinent

database records. Our records indicate that [redacted]’s service

was activated on December 11, 2013. At the time [redacted] ordered

his service, he had to agree to the terms and conditions of our

subscriber agreement to begin his service with Hughes. 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

SPEEDS.” When you connect to the Internet using HughesNet, the

upload and download speeds you experience will vary based on a

variety of factors including the configuration of your computer, the

number of concurrent users, network or Internet congestion, the speed

of the websites you are accessing, and other factors. Stated speeds

and uninterrupted use of service are not guaranteed.”

Hughes’ has received one call

and one email that both resulted in no technical issues on Hughes’

end. While Hughes makes every effort to disclose our benefits and

limitations, Hughes

understands [redacted]’s frustration and concern. **.

[redacted] needs to conduct speed and web response tests using our

supported customer care site support center.myhughesnet.com and then

attempt to troubleshoot with technical support. If his speeds are

below average speeds we would

be happy to offer advanced tech support to [redacted] to insure that

his service is operating as it should. 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. If [redacted] still wishes to cancel his service he will

be within his contractual agreement, and an early termination fee

will be a valid charge. As a courtesy, we will offer a one month

service credit.

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: 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: Complaint taken over the telephone by Revdex.com staff (CH).

Consumer signed an agreement March 28, 2014 to purchase residential telephone and internet service with monthly charges of $50 to $60 per month. Consumer stated business sent her a bill on May 12, 2014 for $91.44. Consumer stated the company is billing her more than her agreement. Company clai** consumer did not send any monthly payments. Consumer paid $124.00 for two month payments and equipment in advance.Desired Settlement: Adjust billing

Business

Response:

June 11, 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 March 28, 2014. While reviewing **. [redacted]’s account, our records show that **. [redacted] called on May 2, 2014 and asked why her bill was so high. **. [redacted]’s first bill consisted of monthly service in the amount of $49.99 for internet service plus $9.99 for the modem rental, $75.00 for the VoIP phone adapter and $6.95 for express repair which was waived for the first month and can be removed at any time per the customer’s request. In addition, for the first 12 months there was a $10.00 service credit for internet. **. [redacted]’s second bill was $111.39 which included the monthly internet service of $49.99, the modem rental of $9.99, express repair of $6.95 and the VoIP phone service was billed at $59.90 because it wasn’t billed for the first month. There was a 12 month service credit of $10.00 for the internet and a three month service credit of $10.00 on both bills. The only payment on the account was for the first month of service. **. [redacted] requested to cancel her service on May 17, 2014. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00 for the internet service and $120 for the phone service. Please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $260.00 to her account representing the early termination fees. 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: 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]

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: On May May 22, 2014, I spoke with Heather in the sales department at HughesNet regarding getting HughesNet as our internet provider. We were initially supposed to get [redacted] but [redacted] had a problem on our road with their wiring and they could not tell us how long it would be before they could get our service up and running. [redacted] transferred me over to HughesNet by phone. I called [redacted] at ###-###-#### at 1:33pm EST on 05-22-2014 and was transferred to HughesNet during my 27 minute phone call. I initially spoke with Heather who explained all the services, terms, etc. I told her that I could not make a decision unless I spoke with my husband first, so she agreed to call me back. She called me back on 05-22-2014 from telephone number ###-###-#### at 4:11pm EST (4 minute call) and at 4:15pm EST (16 minute call) and I asked if there was a way out of our contract with HughesNet if [redacted] was able to get our service going. HughesNet was requiring a 24 month contract and was more expensive than what we were supposed to get with [redacted]. She put me on hold for a few minutes before coming back on the line to tell me that her supervisor had approved to waive that commitment because they were affiliates with [redacted] and because [redacted] had referred us. She assured me she had noted my file and that we would not have any problems. HughesNet installed our service at the end of May. In mid-July, [redacted] installed our services as well. When I called last week to cancel our HughesNet account, I was informed that we would have a $385 penalty for cancelling before the end of our service. According to the folks in their customer care department, they have no proof that I talked to Heather in the Sales department and our file was not documented. I spoke with someone in the Sales Department last Monday and they told me that the call could be pulled and reviewed. I was told I would get a phone call back to let me know what happened, but no one called me back. I called again this past Saturday only to find out that they could not locate the recording of the call despite the fact that I was able to provide the date and time of the call in addition to the phone number in which Heather called me from. I am very concerned about their deceptive sales practices in order to get customers and I do not want to pay the cancellation fee. They are telling me that because I signed the contract that the installation crew had on their tablet the day of the installation, that I will have to pay the fee, but no one will work to locate the call or confirm what Heather told me by phone. On Saturday, I was told by someone in the Customer Care department that they would take one month off, leaving us with $312 to pay, but I am still not comfortable paying that because I know if they telephone call can be located, they would hear what Heather told me. I need help!Desired Settlement: I would like for the phone call to be reviewed and for the entire cancellation fee to be waived.

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 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 May 27, 2014. On August 2, 2014, [redacted] made an initial request to cancel her service but it wasn’t processed as of yet. [redacted] has asked that a sales call review be conducted and unfortunately a recording of the call isn’t available. If [redacted] does still wish to cancel she will be subject to an early termination fee. 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. [redacted] did acknowledge the terms and conditions and agreed to them prior to being installed. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, if she still wishes to cancel we will apply a credit on the account to offset some of the early termination fee. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

I tried to cancel my Hughesnet 'service' (pardon the exaggeration) after five months of paying $70/mo for slower-than-DSL speeds and my service constantly being disconnected by rain, clouds, wind, autumn leaves, etc.
They stuck me for $355 fee for early termination AND billed me an additional $70 for a full month of service I didn't use as I informed them that I was moving from that location. No pro-rating (I called on the first day of my new billing cycle) - just "pay your money and shut-up".
This is the worst outfit I've ever dealt with: lies from the salespeople, no where NEAR the upload/download speed I was promised (5Mb per second - I got 1Mb or less), two weeks wait for installation though I was promised 2 days, and absolutely no compromise or consideration when I cancelled because their falsely-presented service was unusable.
They also signed me up with a 'tech-support' service that I didn't know about, or need, but who started billing me without permission after the first (free) month of service. Very tricky...
In an effort to ask Hughesnet for some reasonable compromise on the ETF, I wrote them a detailed email with my complaints and claims. I then talked with a series of non-English-proficient representatives, who made me explain my situation even though they already had my complaint on file in their computer system, and who then passed me on to another representative (at the same level, although I kept asking for a supervisor), who had no information on my complaint and made me explain the whole situation again. I gave up after four days on the phone with these people.
I ate the $70 monthly charge for the 'final month' of service that wasn't even hooked up, and the $350 'early termination fee', which would be understandable IF the company had provided the service (and connection speeds) that they promised when I 'agreed' to the contract over the phone.
Hughesnet is in the business of lying about their service to get customers to sign up, and then billing the hell out of them when they have to go elsewhere for better (usable) service, because they 'agreed' to the terms of the contract. Problem is: Hughesnet does not live up to the terms of this verbal 'contract'.
Wish I could go back and do it again.
I am registering complaints against them here and with the NYS Attorney General's office. It is too late for me as I didn't know about these guys, but hopefully I can keep some potential victims from getting the shaft...

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.

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.

If you are a woman, DO NOT subscribe to HUGHESNET INTERNET PROVIDER!!!!!
2 years ago, when we moved here. I, A WOMAN, called and signed up to have Hughesnet Internet installed here in our house...
It was HORRIBLE service. Slow, expensive and so limited that even though I paid over $90 per month for what they claimed was their highest speed Internet access, I would have to buy additional tokens before the month ended because my internet allotment would reach its max and I would drop down to dial up speeds. In the two years I've had them I was never able to download a movie and even downloading hour long shows on the TV sometimes took days to accomplish. I could never dream of using a service like Netflix with HughesNet. Even watching a 3 minute video on Facebook sometimes took me up to 20 minutes with so much buffering it was impossible to even know what the video was about. I couldn't wait for my contract to expire......
Today was a joyful day! My contract with HughesNet is done and I had a new service provider come and set me up.
So you think that it would be simple to just call and disconnect HughesNet, but nooooooooo!
They had the nerve to tell me that they required MY HUSBANDS, Dave, PERMISSION for me to disconnect my service.....WTF??????
DAVE did not sign up for this service, I did.
Dave was not here when service was installed, I was.
Dave did not sign the contract, I did.
Dave didn't even sign the receipt for the install...Again ALL ME, ME, ME!!!!!!
Dave's name is not on the bill, MINE IS. I AM listed as the person who receives the bill and I AM listed as the person responsible for paying the bill.
DAVE has never paid any of the bills, they have always come out of MY personal account.
DAVE has never even used the service. Yes, my husband has no internet footprint at all. he has no email and he has never even surfed the web.
This bill, like all of them are ones I signed up and ordered when we moved. That's the way it's been the 25 years we've been married and that's the way it'll be for the rest of our lives.
I'm ALWAYS the one that orders anything that has to do with the house or any services we get. Ever!
So tell me WHY DO I NEED TO HAVE MY HUSBAND CALL AND GIVE HIS PERMISSION TO DISCONNECT?
THE ONLY REASIN Hughesnet even knows about Dave is because when I called up and ordered HUGHESNET, they asked me 2 questions.
#1 Am I married? Yes.
#2 Whats your spouses name. Dave.
That little insignificant split second out DAVE as the ONLY person allowed to make changes involving reducing or terminating service...
BUT, get this kicker. They had no problem talking to me and allowing me to UPGRADE our service package with more bandwidth, WITHOUT HIS PERMISSION.
When I was getting dial-up internet speeds at the $45 rate they had no problem upselling me their $90 package and they didn't ask Dave's permission for that. OH H[redacted] NO! Let the little lady spend money.... but to DISCONNECT?OH, THEN ONLY DAVE CAN AUTHORIZE THAT!?!?!?!
He had to actually call in himself provide them with information that I gave him to disconnect it. There was no way they were going accept a disconnect order from me and all they kept saying was that Dave is the only one "authorized" to disconnect service.
Talk about a misogynistic crappy piece of s[redacted] company! [redacted] What is this the middle ages? Or the Middle East????
Never will I deal with a company like them again. From now on if anyone ever asks me if I'm married when I sign up for any services I'm going to tell them NO! How dare you DISCRIMINATE AGAINST WOMEN IN SUCH A FASHION!

Review: We signed up for internet service on Jan. 24, 2013 it was installed and wires still have not been buried. Representative said it was $39.99 per month for three months, than would be $59.99 a month. Plus a $9.99 rental fee. No other fees stated when set up and it was free installation. Website did not either state any other fees and states it will help you read your bill. However we are not receiving a bill, but our charge card is being charged so we have no idea what each bill involves. They state now we can have a bill mailed but it would be an extra $5.00 fee. We do not pay a fee for bills mailed from TV, Phone, cell phone, electric)we pay on line thru our bank with no issue and are not late) so why would this be an extra fee. We never signed any thing authorizing them to charge our credit card. We have signed nothing not even day of installation. We did receive a email that states Service fee of $59.99 -$20.00 for 3 months until our March bill , three months would be April since we did not start service until end of Jan. 2013, Rental fee of $9.99 and a Warranty Fee of $11.95 that was never told to us or was it in the website. When they do call it is in work cell phone and we have stated can not hear them and they do not explain issues we have described. Just fast talking sales people that try to get stuff over on you and expect you to pay.Desired Settlement: Bill mailed no charge as others are and our credit card taken off as form of payment. Dont mind paying the rental fee of $9.99 we agreed to but the $11.95 Warranty fee we want removed.

Business

Response:

April 2, 2013

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: November 25, 2013

To Whom It May Concern:

Attached is a letter documenting a complaint regarding services provided by HughesNet LLC of [redacted], MD. Although we had a two year contract with the company beginning in August, 2012, they chose to terminate our contract independently and arbitrarily. As a result, we obtained a new provider, removed and returned their equipment, and took days to convert our files and contact information. In a phone call with Hughes, they indicated they had no record of the termination.

Our concern is insuring they will not attempt to charge us for further services and to obtain payment for services not provided.

As we understand it, you are the Revdex.com covering the corporate headquarters location for HughesNftt.

If you have questions, please contact me at ###-###-####.

Sincerely,Desired Settlement: November 25, 2013

Dear Sir:

The following is a summary of my situation involving HughesNet internet service.

In August, 2012 my spouse and I moved to [redacted], AZ. At that time, we were unable to obtain internet service from normal cable providers. As a result, we signed a two year contract with HughesNet for basic satellite service.

My initial impression of Hughes was very negative when the installer arrived. He was dressed in his fishing clothes and complained about wanting to get back to fishing quickly. He was very brusque and spent as little time as possible explaining the system.

We found the Hughes internet to be slow, intermittent, suffered from drop-offs, and took exceptionally long connection times. We found the price of your service to be about three times the cost of other local internet providers we located later.

In the fall of 2013 our ability to connect became steadily worse. In September we took our computer to a shop for service to insure our problem was not our own. Our computer was determined to be in proper working order.

We contacted a Hughes service technician on a Friday. After over an hour, he determined our modem was bad. He stated he would "expedite" shipping and it would be there the following Monday. After a week without receiving the modem, we tried again with the same results. We tried contacting Hughes two additional times, each a week apart, again with the same negative results. Each contact was with someone, probably from India, that was polite but difficult to understand. Instead of curing our problem, they tried selling a higher speed connection for additional cost and a two year extension of our contract, neither of which we were interested in.

After six weeks, on November 14, 2013, my wife finally was able to contact a "supervisor" after three different attempts. The supervisor indicated the previous shipping orders were for restocking rather than shipping the modem to us. My wife stated that we had not received service for months and would consider our contract with Hughes to be terminated if Hughes could not clear up the matter. The supervisor stated he would credit our account for $194.82 for the lack of service and would insure the modem would be shipped immediately.

The modem arrived the following work day. I took the time to uninstall the broken modem and reinstall the new one. The bad modem was returned via UPS on Friday, November 15, 2013.

At 7pm on Monday, November 18, 2013 we received another box from Hughes stating that our subscription to the HughesNet Service "had been terminated" and that we were required to return the equipment, otherwise we would be charged to our credit card on file. (Letter attached)

On November 19, 2013 my wife contacted [redacted] with HughesNet. He was unable to find any notice of termination on account so she read the letter to him. My wife stated that we had already started switching to another provider and considered our contract terminated by HughesNet. She also contacted your account manager, [redacted]. [redacted] said he showed the $194.82 credited to our HughesNet account. Because we had been terminated by HughesNet, she requested our credit card account on file be credited rather than holding a credit with HughesNet. To date, our contacts with [redacted] do not show Hughes has credit any funds.

We were able to contact another internet provider immediately. It took a few days to convert our existing files and contacts to that provider.

We removed and boxed up the HughesNet equipment as directed. Your equipment will be shipped via UPS as required exactly as directed in the information you provided.

I am writing to voice my concerns and complaint about the exceedingly poor service HughesNet has provided this past year. Since you were unable to provide any service for months, I still expect to be reimbursed for the $194.82 as discussed with your supervisory person. We have contacted our credit card provider to deny any further charges from HughesNet.

My letter of complaint as well as your termination letter will be filed with the Revdex.com.

If you have any questions, our master account number is [redacted].

Review: I had the company install their services on june 3rd 2013. I prepaid $147.00 and was told by them if I cancel within 30 days, I would be issued a full refund and I would not owe any charges, but after the 30 days their would be no refund. The said the 30 days starts for when you get installed. I canceled my services today 06 21/2014 which is within my 30 day time frame, and their customer service dept stated I will not be issued any refund.Desired Settlement: I want a refund in full as I was told I would get when I first ordered the services.

Business

Response:

July 10, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and is seeking a refund. After further review, **. [redacted] account is cancelled. **. [redacted] was charged an initial payment of $144.93. There was a closing balance on the account of $17.05. In light of **. [redacted] issues; Hughes issued a credit of $94.94 which represents $144.93 minus **. [redacted] monthly service fee of $49.99 and closing balance of $17.05. The refund will be sent as a form of a check to the address on file. In addition, the equipment needs to be shipped back within 45 days after cancellation date to avoid being charged an unreturned equipment fee. A box will be shipped to **. [redacted] in (5) to (7) business days after cancellation. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [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,

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,

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 subscribed to Hughresnet Gen4 internet service with an advertised download speed of up to 10Mbs. During the trial installation period I had an average speed of 3.5 to 4 Mbs, which although it did not approach 10Mbs, was acceptable, so I subscribed. Once the trial period was over the download speed dropped dramatically to an abysmal 750Kbs (0.75Mbs). Despite the assistance of Hughes technical support this speed could not be improved on.

I have cancelled my contract with Hughes. They have charged me $310 early termination fee. This is unjust as they were not providing the advertised download speed.

I have emailed and spoken to their customer support many times asking for reimbursement of the cancellation fee with no satisfaction.Desired Settlement: reimbursement of the cancellation fee of $310

Business

Response:

October 31, 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 and is seeking a refund for the early termination fee. 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.” “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, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, we have issue a refund to the credit card on file for half of the early termination fee in the amount of $155.00. [redacted] may contact me directly 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 ###-###-#### [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,