Hughes Network Systems

Review: My husband just got back from a bone marrow transplant, he called hughes net to lower the payments, the girl said no problem it will be lowered as of today, here is your conformation # and just pay this amount. now we got the bill and it's 159.94 when it was to be $49.94. after 4 calls, and getting disconnected 3 time, which was greatley upsetting. we then talked to a guy that would not work with us. so we decided to disconnect. Now they say we will send you a box send us the stuff. So whos to say they will say they didn't get it and charge more. They are asking for 394.25 to disconect. O and if they send a tech out to remove this stuff he will charge us. I would also like to say we are to have gen4 well this was goofing up my computer i'd always had to go in and disconect it to use my computer at all.

This day was so upsetting to my husband, he didn't know what to day. he got real ill also.Desired Settlement: We would like to have the agree apon $49.94 and the 200.00 disconect, Have this only for the bill.

and have a tech come get equeipment with no charge.

Business

Response:

October 9, 2013

Dear **. [redacted]:

In response to your to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service with HughesNet and is seeking her account cancelled.

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.

After further review, we have cancelled **. [redacted]'s account without penalty, bringing the closing balance to $89.25. **. [redacted] is responsible in shipping back her equipment within (45) days of the cancellation date to avoid being charged an unreturned equipment fee. A box will be sent to the address on file for the successful return of her equipment. We notified **. [redacted] of our decision on 10/9/2013.

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,

Review: I had hughesnet gen 4 for approximately one year. I called several times toget the service working as it should. I kept calling and calling and the speeds were not what was promised and the issues were never resolved. I canceled my service and was penalized 235.00 for canceling a service that didn't work. I called customer service and they refused to assist me with a refund. When a company provides poor to no service and won't correct their mistake, I was penalized for that.Desired Settlement: I want a refund of the 235.00 that was charged to cancel the service that didn't work.

Business

Response:

January 02, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement in order to begin his HughesNet service. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEED.” In addition, actual speeds will vary based on the amount of traffic on the internet, the content on a particular website, or by the overall performance and configuration of one’s computer.”

Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

We have issued a refund for half of the early termination fee of $117.50 to the credit card on file. We will also send a box and prepaid label 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. On January 2, 2014, we notified **. [redacted] of our decision.

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

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

Review: Hughes net advertises lightning fast internet for anything customers do on the web, It does for the first month then they they reduce your inter net speed to force you to buy the higher plan by telling there customers that more exspensive plans will resolve the problems but infact this does not fix the issues at hand. When you call customer service they make us go thru a trouble shooting process which does not solve any of the connectivity and browsing issues that all Hughes net customers are experiencing. Here is the facebook page which shows a ton of complaints made against this company: https://www.facebook.com/pages/HughesNet/[redacted]. As you can see Hughes Net is doing nothing in regards to living up to there claims of having flawless internet service. I understand that problems arise and they take time to fix, but Hughes Net Customer Service Reps test our internet connection speeds on websites that text driven HTML such as: www.purple.com. There advertisement that Hughes Net has portrays that they have lightning fast and flawless internet speeds and browsing, but that is not the case as the old dial up internet service has a better connection and browsing experience. Hughes Net is not honoring there customers with the proper service that they are paying $100 per month for. I personally have contacted Hughes Net 5 times in the past month for sub par standards for my $100 per month internet service. The customer service rep told me on my last call that I most likely need a new modem but she had to check with her supervisor first. The out come was the standard response' "My supervisor said we need to trouble shoot first". Well this did not work and I am paying $100 per month for internet I can only use for 4 hours a day. This is very unacceptable. Thank you for your help in advance.Desired Settlement: I would like Hughes Net to do there jobs and give there customers the proper equipment or send out a technician to repair what's broken. Also I would like a billing credit for the troubles and sub par service I have had to deal with for the past month.

Business

Response:

October 8, 2013

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: I have been a HughesNet customer since August 2013. I am now moving and want to terminate services through HughesNet. I do not wish to transfer service to my new address for multiple reasons including: slow internet speeds, poor customer service, and I cannot have a satellite dish installed at the new location I am renting. I did not sign a contract of any sort with HughesNet.

I spoke to a customer service representative today (May 23, 2014) and this person told me I have a 2 year contract for internet service; which baffled me, never having signed any contract nor having a single physical trace of agreement to internet service terms. This person then told me there would be a $200 fee for early termination.

I also wish to question HughesNet methods for collecting bills. They require the customer to sign up for automatic bill pay via echeck or credit card. HughesNet is going to withdraw this $200 early termination fee from my account, even though I do not agree with the charges.Desired Settlement: I should not be required to pay this bill because I did not sign a two year contract with HughesNet. I also wish for HughesNet's bill collection procedures to be questioned. I do not agree with the early termination fee and I feel that there is nothing I can do because HughesNet has access to my banking account.

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 contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to Shawn [redacted] and was activated on August 5, 2013. On May 23, 2013, **. [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 $280.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $120.00 to her account to help offset the early termination fee. We spoke in detail to [redacted] and advised that we didn’t receive any calls prior to the request to cancel to report any problems with the service. We informed [redacted] of our decision on June 11, 2014. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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: This is my second complaint in six months. Hughes net refuses to corrrect my service address making it impossible for me to make a payment via internet or automatic phone system. I enter the information & acct number from my bill however; their syste** always say there is no account found. I am forced to call customer service where the representatives tell my my address is in [redacted], MI instead of [redacted], MI and promise they will make the correction, after 11 months this correction has not been made. In November I asked to be reenrolled in the automatic paymnet program to solve this problem, but they did not enroll me. On Saturday December 7th I attempted to pay my bill online and was unsucessful, so I contacted customer service where she attempted to take my payment 3 times but the system would not allow her to take the payment because they had my address as [redacted] and obviously my credit card has my address as [redacted]. I requested a supervisor call back. On Sunday December 8th I sent an email stating I would like my service canceled with no termination fee becasue their company can not provide me with decent service. I received an email response yesterday stating that for security purposes I need to call and Tuesday Novemver 10th my service was interupted.Desired Settlement: I want refunded every cent I have paid this incompetent company. I would also like my contract terminated with no fees. I should not have to beg a company that provides such poor quality service to accept my payment. I feel they are in breech of contract for not providing services promised.

Business

Response:

December 20, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 10, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding **. [redacted] has some concerns regarding the billing address and her HughesNet service.

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

Our records indicate that **. [redacted]’ account was activated on January 21, 2013. **. [redacted] had questions on her bill that went unanswered and ultimately decided to terminate her service.

At the time **.[redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. Section 11.1 of Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEED.”

Hughes values **. [redacted] as a customer and we wish to retain her business. To that end, Hughes has offered the assistance of our advanced technical support to work with **. [redacted] to hopefully resolve her technical issues. **. [redacted] decided to cancel her service

and agreed to return her leased HughesNet equipment. There was an outstanding balance due on **. [redacted]’ account.

On December 16, 2013, Hughes removed **. [redacted]’ account from collections, waived one half of the $280.00 early termination fee and issued service credits in the amount of $138.85, and ceased current collection efforts. While Hughes does use a collection agency,

Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts. **. [redacted] account

currently holds a $140.00 balance. **. [redacted]’ billing address has been corrected to [redacted], [redacted], MI, [redacted].

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: I cancelled my service with Hughes Net in March, and they continue to debit my checking account with bogus charges. In May, I was billed $89.99, and now in August I am billed $218.00. They give me reasons for the charges, and when I let them know it's not possible to bill me for it, they come up with another excuse to bill me for something else.Desired Settlement: I want to at least be credited the $89.99 and the $218.00 that they debited my checking account. I also want to know for sure that they have deleted my debit information from their systems so they cannot continue to debit my checking account EVER again.

Business

Response:

September

25, 2013

Review: When I ordered HughesNet internet services the sales man told me that installation was FREE and if I purchased their equipment for $199.99 I would receive a rebate of $199.99 for the purchase of the equipment. I asked the sales man several times if installation was free and he repeatedly told me installation was free. I also asked for paper billing statements and yet my credit card was charged for my monthly bill. When I got off the phone with the sales man I was expecting my credit card to be charge $199.99 plus tax NOT $464.61 My credit card was billed $464.61: $199.99 for installation (which was supposed to be free) $199.99 for the equipment (which I would receive a rebate of $199.99 for) $39.99 for my monthly bill (which should have been sent as a paper statement and not charged to my credit card) and $24.64 for taxes. I called HugheNet several times disputing the charges on my credit card and told them if they could not reverse the installation charge (which was supposed to be free) then I wanted them to reverse all the charges on my credit card and that they could come get their equipment out of my house and I no longer wanted their services. I explained to them several times that I was told installation was free and that the rebate was for the purchase of the equipment and not for the installation fee yet I could not get the installation charge taken off my credit card. Every time I called the issue never got resolved. One of the last times I called they told me they would call me back and I never received a call back. Each time I was on the phone with them for over an hour one time it actually took me two hours to complete my call. The last ime I called the supervisors told me he couldn't do anything about the installation charge so I told him once again to reverse the charges on my credit card and to get their equipment out of my house and that I no longer wanted their services, he told me if I did that I would be charged over $400.00 for a cancellation fee because it was past the 30 day trial period. I believe that if HughesNet would have addressed this issue properly I would not have been past the 30 day trial period and I would have been able to cancel without being charged. I also believe that sales man was at fault for the misunderstanding concerning the free installation. I am able to receive the rebate of $199.99 for the equipment but they will not reverse the $199.99 for the installation fee.Desired Settlement: I would like the $199.99 installation fee taken of my credit card and I also want to receive the rebate $199.99 for the purchase of the equipment

Business

Response:

April 10, 2013

Review: I obtained internet service from Hughes Net when I moved a few months ago. I had issues the whole time; it would go out, be really slow, etc. I've called them a few times to fix the issues and the service would get better for a little bit but then would go back to being slow and just not reliable. I'm in school and I need to have something reliable. Now that I terminated my 24 month contract, they want me to pay $385 for the cancellation fee. I asked them, because I'm not satisfied with the service, I still have to pay this. I don't see how this is fair by any means.Desired Settlement: I don't think I should have to pay the cancellation fee since I wasn't satisfied with the service.

Business

Response:

February 27, 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]’s service was activated on October 31, 2013. On February 9, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account will be charged an early termination fee in the amount of $385.00.

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

In light of the difficulties **. [redacted] experienced with our service, we will issue a credit of $192.50 to her account representing half 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,

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...

Review: I signed up for their internet service. The service was slower than [redacted] who I had just left. I was trying to save money.

They had to raise my plan to the next level w a faster speed.... along w increasing my cost. The speed was fair at best. Then about a week later, the internet speed got even slower.

I called and ask the Hughesnet Rep why this was happening, she told me I had used my allotted net service from them and the speed had dropped. I was told by the Rep I had to purchase tokens at the cost of $5 each to restore my net speed back to the fair speed at best. I was astounded and offended. This was the first I had heard about this...they never mentioned to me when I signed up.

I could not believe this was happening...tokens?????? Had I just purchased [redacted] Internet Service???

I then called to cancel my account and of course they made me wait 15 minutes on hold to do so.....great topic for you to investigate, the tactics used by HughesNet to deter one from cancelling their service. I would bet you $5 that when a customer calls to cancel, it is standard operating procedure at Hughes to put them on hold for at least 10 minutes or more.Desired Settlement: They tried over and over on the phone to convince me not to cancel and stay w their service, discounted costs, free upgrades, I said if you really are concerned about me the customer, you will have your CEO call my cell# ###-###-####, and explain to me why his/her product is better than [redacted], and why I should stay with them...The Rep said she would have her Supervisor call me, I said please do not bother.

Business

Response:

September

18, 2013

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: [redacted]/Hughes net contracted to provide me with Internet service, which has not been provided for 5 months, for which I have paid in full.

[redacted]/Hughes net contracted to provide me with Internet service, which has not been provided for 5 months, for which I have paid in full. In November 2013, I moved to [redacted] Kentucky and contracted with [redacted]/Hughes net to provide television and Internet service via satellite. The day that the installation occurred I was informed that [redacted] subcontracts with Hughes net for the Internet service. (This was the 1st time that I was given this information) I have contacted both [redacted] and Hughes Net at least 17 times to resolve the issue.(Case#[redacted]) The problem is that I am unable to access my email which is the predominant reason for the Internet service. My job requires that I have email access. Each time I call Hughes Net I am told that a senior IT person will call within 72 hours, however, this has never occurred. For some reason the email address: [redacted] does not exist using Hughes Net as an Internet provider. I have been able to get in my car and drive to a nearby hospital or business, and through a different Internet provider access my email without any difficulty. However, I am paying Hughes Net $61 a month for this service, but do not receive this service. When I tell the customer service department at Hughes Net that I would like to disconnect my service, then they remind me that I must pay a $400 early cancellation fee. I am told the same thing when I call [redacted]. However, there has been no attempt to resolve the issue from either company.Desired Settlement: Even though Hughes net has charged me $61 per month for the past 5 months without providing the adequate service. I simply want to disconnect my service without any further penalties.

Business

Response:

April 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 service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 8, 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. 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, Hughes will work with **. [redacted] to insure that his service is operating the way it should be for his level of service. **. [redacted] has been informed that Hughes isn’t responsible for making it possible to access an email site outside of Hughes’ webmail; however our advanced technical support will attempt to troubleshoot and resolve the issue of not being able to access his email server with [redacted]. If **. [redacted] does still wish to cancel his service during his 24 month commitment period he will be subject to an early termination fee as described in the subscriber agreement. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [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: The issue has not been resolved. **. [redacted] admits that I did call in multiple complaints as he was reading my file that has been recorded with Hughes net. He also admitted that no one has ever called me from Hughes net until they received this complaint from the Revdex.com. I was promised a senior technician to call me an attempt to resolve the issue in December, January, February, and March. However, this never occurred. **. [redacted] did connect me with a senior technician by the name of [redacted] who was to call me on Tuesday April 22nd at 6 PM Eastern time. [redacted] did call and unfortunately at exactly that time I was involved in an emergency (I am a cardiologist and was on call that night, and had a patient who was having a heart attack and I needed to perform an emergency catheterization and angioplasty exactly at that time), one of the nurses in the Cath Lab did answer my phone for me and asked if [redacted] could call me back Wednesday evening at 7 PM Eastern time, [redacted] agreed to do just that. That evening I went home, so that I could talk to [redacted] when he called and hopefully try to resolve this issue, unfortunately I found that there was no Internet service at all. I waited for [redacted] to call, however, he did not call, most likely because he knew there was no Internet service at all that night, and he would be unable to assist me to resolve the issue. I tried to explain to **. [redacted] that part of my income is made using the Internet and my email address. If need be I would be happy to furnish my income tax returns demonstrating that each year between $25,000 and $30,000 of my income is from consulting via the Internet, which requires the ability for me to access my email. For example, on that same evening Wednesday, 23 April, because I had no Internet service, and no ability to access my email I had to go to a nearby [redacted] and use their free Wi-Fi. There I sat down and exactly at 8 PM called into a conference call, and at the same time, the company whom I was calling sent me a web site link to my email address where I could then click on the link and together we would be able to discuss guiding catheters, balloons, and various stents used in coronary interventions, via this web link. For this one hour conference call using the Internet I was paid $275. For the past 8 years I have done 3 or 4 of these conference calls, per month.. As you can imagine I do not want to lose this capability. However, **. [redacted] seems to think that I am asking too much to be able to access my personal email. In fact, this was the primary reason for me to obtain Internet access through [redacted], who then informed me that I would be dealing with Hughes net. I do not think that I should continue having to pay for service that is not provided, and I do not think I should have to get in my car and drive to a [redacted] to access the Internet and at the same time be paying Hughes net for the service that they are not providing.

Regards,[redacted]

Business

Response:

May 29, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your second rebuttal letter, to the executive customer support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his service. Regarding **. [redacted]’s latest concern, we would like to reiterate that the issue **. [redacted] is having isn’t a Hughes related issue. Our records indicate that we have again tried unsuccessfully to reach **. [redacted] on May 22, 2014. It is suggested in order for **. [redacted] to have an agent from advanced support attempt to resolve his issue is for him to call when he’s available to troubleshoot. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I am sure that if **. [redacted] checked the files under my name/phone number he would find that I did call and request a senior IT specialist to come to the phone and try to resolve the matter on November 20th 2013, however no IT personnel was available. I was told that I would be called by a Senior IT specialist to help resolve the problem, however no one ever called. On December 10th, 2013 after not receiving a call for nearly a month I called with the same complaint again. Once again an IT person was not available to come to the phone and I was told that an IT specialist would call me in a few days. Unfortunately that did not occur either. January 15th 2014 I again called with the same problem, and again an IT specialist was not available however I was told that one would call me within a week which also did not occur. February 4th 2014 I again called and requested a Senior IT specialist to help resolve the issue and again one was not available but would call me within the next 48 hours. However there was never a phone call. March 26th I again called requesting an IT specialist to come to the phone, of course one was not available but would call me within a week. That phone call never materialize either. It was not until I filed a complaint with the Revdex.com that I received a phone call from Hughes net. **. [redacted] is correct that on April 22nd 2014 I did receive a call from an IT specialist whose name was [redacted]. Unfortunately I was involved with a patient having a heart attack at the time and I was performing an emergency angioplasty on this patient, one of the nurses in the Cath Lab answered my telephone for me and relayed to me a message from [redacted] who agreed to call me on the following day, April 23rd to resolve the issue however he did not call. I am sure that if **. [redacted] checks the file he will find the above information is correct. He suggests that I should call and speak to a Senior IT specialist which I have attempted to do at least six times, but it does not do me any good to call if no IT specialist is available to speak to me. I also want **. [redacted] to realize that in order to answer this email and type this letter, I cannot simply open this link from the Revdex.com on my computer at my residence (which I am paying Hughes net $61 a month for) because my Internet service from Hughes net does not allow me to access my own email. I must get in my car and drive to the hospital and use the computers at the hospital to access my email and have the ability to type this letter. I do not think it is too much to ask to actually speak to an IT specialist and try to resolve this issue. My phone number is: ###-###-####. Please call at any time.

Regards,

Review: I got Hughes Net internet services I was not made aware that it was leased, I did not sign any agreement. I cancelled within the 30 day trial offer. The company told me that I had to take the equipment down myself, I am in my late 70's, and I was told that I had to pay for the return of the equipment. First, they should tell a consumer ALL of the facts. Just today my daughter called and finally was told that they are sending me a box to return the radio transmitter, power supply and modem with a prepaid label. But to be told that I HAD to take the satellite dish down myself was ridiculous. That I had to pay myself to return the equipment. They installed it, they should take it down at their cost. They should make sure that we know the complete facts. I will NEVER use them again. They are not completely honest.

Business

Response:

December 9, 2013

Case # [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] had some concerns regarding his HughesNet service.

Hughes will be contact **. [redacted] to reach an amicable resolution regarding his complaint.

If **. [redacted] has any additional questions; he may contact me at the number below.

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

Very truly yours,

Review: [redacted] - Zip Code 49327

More than 50% of the time I open up a web browser, it simply does not work. When I run Ping test, sometimes I get 700**ec other times I get 7,000**ec or more. Service is wildly inconsistent, especially during peak times. Anytime after 6:00pm EST I either have very slow service or no service at all.

I continually get time out errors where it says "ERROR the requested URL cannot be retrieved" with the little squid in the upper left hand corner of the screen.

When I check my system summary page I see the follow red errors below:

State Code 12.3.3 - Clock synchronization error

Summary Operational State Down

Satellite Receive Status Up

Satellite Transmit Status Down (12.3.3)

This event happens many times a day. I went and contacted several other Hughesnet Gen4 subscribers in my area and they experience the exact same problem.

I have contacted technical support numerous times and all they ask about are dish obstructions and poor weather in the automated responses.

The last 5 times I called to get tech support and during the transfer to a live CSR agent only gets me disconnected.

I spend $130 a month on the best package Hughesnet Gen4 offers.

This is my second Revdex.com complaint on Hughesnet Gen4 because this service is unacceptable.Desired Settlement: I wish to cancel my Hughesnet Gen4 service and NOT be charged a cancellation fee. I wish to get an internet provider that provides consistent service..

Business

Response:

December 9, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] had some concerns regarding his HughesNet service.

Hughes will be contact **. [redacted] to reach an amicable resolution regarding his complaint.

If **. [redacted] has any additional questions; he may contact me at the number below.

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

consideration.

Very truly yours,

Review: HughesNet drafted the early termination free from my account, but continues not to cancel my service and drafts my bank without notice.

In August, I moved from Arkansas to Arizona. At my apartment in Arizona I was not allowed to install the dish required for the internet service. At the time, I was possibly moving back to Arkansas within a few months and they agreed to suspend my service for six months. When the six months came they drafted my bank account around $60 which was the monthly cost. I called to go ahead and cancel my account and they told me there would be an early termination fee. I told them I did not want to pay an early termination fee for a service I could not use at my apartment. The next business day, they drafted my account $160, which was the cost of the early termination fee. I had not authorized this transaction as this was not a good time. I called them the next day and said "Are we all clear now?" I just decided to cut my losses and take the early termination fee they had already drafted. He said, "Yes, we are all clear. " and then informed me I would need to send in my equipment in a box they would provide with the shipping label so as to avoid another $300 in fees. I have waited two weeks for the box and not received it. Today, I called again to check on the status of the box so as not to get an unexpected unauthorized $300 draft from my account. When I called, the customer service agent said I would receive the box at the end of May as that was when my billing period would end. This is AFTER I have already paid the early termination fee effectively cancelling my account and AFTER he had told me that since the early termination fee had already been drafted and once my equipment was sent back there would be NO MORE charges incurred.Desired Settlement: If they draft the $60 for the last billing period which took place after my account had been cancelled and the early termination fee had been drafted, I want to be reimbursed. They withdrew the early termination without my authorization, and even then after I just agreed to cut my losses they continue to act as if my account is not cancelled.

Business

Response:

May 20, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 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, Hughes has issue a refund of $60.00 to the checking account on file. If **. [redacted] has any additional questions she may contact me at the number below. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Bandwidth allowance and cancellation fee

Hughesnet failed to tell us up front that they would limit our bandwidth every month should we exceed a certain amount. We had to call when we were experiencing unbelievably slow internet connection to find this out. We would not have gone with them if we knew this up front. They tried selling us more to upgrade, and tried to say that all companies limit their bandwidth, which is a downright lie. I've never heard of this before.

Then when we went to cancel, they put our account on hold,in case we wanted to come back some time, but failed to tell us there would be a cancellation fee should we cancel the account prior to a contract end date.

We just feel extremely deceived in what they don't tell you about their service.Desired Settlement: No compensation, just a fair business practice to make good on their failure to be up front with us. If anything, we would request them to waive the cancellation fee so we can get a technician to remove the equipment (satellite dish) we got stuck with in our back yard.

Business

Response:

May 20, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement in order to begin his HughesNet service. “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. We value **. [redacted] as a customer and would like to restore his faith with our service. Hughes would like to do some troubleshooting to determine any underlying issues with his service to meet his expectations. **. [redacted] may contact me at the number below for closure to his account. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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: 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: Researching internet providers, Hughes net rep refused to offer any

pricing information without running a credit check on me.

This would obviously 'ding' my credit rating and I found

it incredible that they would INSIST on running my credit report

prior to my decision to go with this company.

I find this policy not credible and definitely not user friendly....

Is this legal?

Business

Response:

August 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10138451 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. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint. It is not procedural to require a credit check for pricing. The only thing that is required is an address because pricing can be different for different areas. Usually a credit check is only done when a credit card is given to establish service to qualify the account for the lease option which is less money up front. If [redacted] didn’t complete the sale and only called to ask about pricing, a credit check isn’t necessary and we will investigate her concern. If a credit check was done and she didn’t have any intention of subscribing to the service such as giving a credit card she can always dispute the inquiry with the credit bureau. Hughes’ credit check isn’t a negative impact and is only considered to be a soft inquiry. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: I've been a HughesNet customer for 2 years and until recently their satellite service was tolerable since it is the only option in this rural area. After numerous attempts to contact customer service by phone, post complaints on their forum and discuss with Live Chat agents the ongoing issues with their Internet and bandwidth inaccuracies I asked to cancel. I've received messages such as, "I'm afraid I will not be able to process the cancellation because we have limited capabilities/access here in chat support." The forum deletes comments from people if it is anti-what they want to hear even if it is a legitimate request for help. The word cancel is a no-no with them.They tell you to contact customer service by phone but all you get is people you can't verbally understand or they say they will transfer you to cancel give you a reference number then as soon as you get transferred it says, "We can not connect your call." This has been an endless cycle for me and others complaining on the forums. I had to tell them I was contacting Revdex.com and the government who funds some of Hughes Net services to get a Team Management person to call me back. I got that miracle call in 15 minutes. They say "tomorrow" they will cancel my account, I don't buy it, but we'll see. I don't know why they can't cancel today, its just another run around. Tomorrow is my billing day...and I've tried to cancel for 2 weeks now.I do not recommend Hughes Net they don't fix your Internet issues, they don't credit their mistakes and most of all their customer service is just "lip service" they tell you what you want to hear and do the opposite hoping it will by time for another billing cycle. They make it VERY difficult to cancel and have access to your banking information and will not allow you to change it.I'm very disappointed with them and hope that anyone else that has a problem with canceling can have better success than I have had.Desired Settlement: I want my cancellation to go through without anymore problems with customer service telling me they can't help me or connect me only to find the call isn't connected and you have to go through the cycle again and again.

Business

Response:

March 21, 2013