Hughes Network Systems

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

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

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

Business

Response:

May 8, 2013

Review: Hughes Net fails to acknowledge they have a problem with their satellite system.

There are SEVERAL ISSUES with Hughes net:

Case#[redacted]

1) Behavior of Customer Service is inexcusable - Their overseas Customer Support is the worst I've experienced in my entire life. I don't appreciate my wife and I being yelled at over the phone for a service we pay for.

2) Hughes Net operates on a Fair Access Policy that allots a fixed amount of Bandwidth per user per day ( our account is per day - "upgraded accounts go by month" ) This Bandwidth intermittently disappears when we have no devices using the internet essentially not providing service we pay for.

3) Internet Speeds are far below what is advertised ( yes we read the fine print disclaimer but this is below half of what they advertise )

4) Tried to sell us a product that is not available in out area

5) The end result we are now locked out of our account which bills our credit card automatically

During our first attempt to contact Hughes Net about our Fair Access Policy allotment being taken away without explanation - we were told to upgrade our system to a new plan. We thought about it over night and called the next day to order the upgrade - only to be passed around to no less than 4 individuals on Customer Support whom all provided different information and one saw fit to yell at my wife while she was on speaker phone. After a few hours we got what we thought was a supervisor to proceed with the "upgrade" order that was recommended to us by Hughes net. The following day we were contacting by the local installer - only to be told by him that the "upgrade" system is not available in our area. I then proceeded to get some clarification on this directly from Hughes Net - who said again said it was available and blamed the installer - I also posted this on a public Forum where a Hughes Net employee again said this service WAS available - Only to back track the following day and Admit it was an error on their part. They did offer some compensation although they never stated what that would be - I assume it would be reflected in out billing cycle - but we are now locked out of our account and cannot confirm this.

Fair Access Policy Problems - Hughes Net basis their system on what's called FAP ( Fair Access Policy ) this is a means to ensure all customers get "equal" opportunity to use their bandwidth. Customers are allocated a certain amount of Megabytes of info per day or per month and going in excess of that during the time frame results in below dial up internet performance. - OUR ISSUE - On several occasions Hughes Net's provided "Status Meter" that measures your bandwidth allotment just disappears. We literally watch our paid bandwidth disappear with no devices using the internet. We have tested this with Customer Support - gone though every imaginable test ( including - turning off all cell phones, plugging 1 computer directly into the modem and removing all wireless routers ). This resulted in another Customer Service Agent try to belittle us with his explanation of the problem saying in a sarcastic tone: " well what do you think the problem is? ". Again after several call this has not been resolved. They had agreed to restore service and provide complimentary "tokens" to restore the service if it continues. This "restore tokens" were never granted and resulted in another call to get them to follow through with their promises.

Our Bandwidth problems still exist. After exhausting every possible test with Hughes Net they refuse to acknowledge they have an issue with their metering of bandwidth usage. There have been times where we have watched our entire bandwidth deplete in the course of 1 hour without having an computers "on the net". This is even when our wireless router is unplugged. We have explained this countless times to customer service.

Over the course of the weekend we received five voice mails leaving the same contact phone number and our case ID. I was also emailed a mysterious "invoice" when we are set up for automatic billing cycle. Trying to contact Customer Service at the number they left us resulted in a being put on hold for 45 minutes and then being told we had dialed the wrong number and to call back the same number we had dialed. When we tried to explain this to the Hughes Net Customer Service agent she repeated we had to call back the VERY SAME NUMBER we had called - all this after being on HOLD for 45 mintues. When asked to speak to a supervisor or manager she refused saying that was impossible!

Since we cannot get though by phone, my wife tried 5 times to check our account and the "invoice" we were sent ( our main concern is that we were billed for the Non Existant "Upgrade" Service in our Area )Desired Settlement: We would like an explanation from the company.

We would like to encourage the company to move their horrible Customer Service back to the United States

We would like them to acknowledge there is an issue with their service, do something about it and stop blaming their customers.

Business

Response:

June 14, 2013

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

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

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

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

Business

Response:

July 31, 2013

Review: I purchaced HughesNet based on a referral from Direct TV. I had to call every month for 3 or 4 months because the service was slow or non-existing. They informed me that I could purchase more bandwidth. My original cost was $59 and now is $78. I was not made aware that the Bandwidth was limited!

I am a Special Education teacher and rely on the internet for many of the resources I use in the classroom. I have to review all materials before presenting it. They have said I could pay for more bandwidth, but I refuse! I have asked them to remove the services because it is inferior. They said I verbally agreed to a 2 yr contract. I informed them that the contract was contengent on thier service being excessable. My Bandwidth is restarted on the 2nd of the month and is usually none by the 15th. I am unable to download videos even on the 2nd or 3rd of the month.

I am very dissatisfied with the service that HughesNet has provided and feel that I should be able to terminate the services without having to pay the $300 cancellation fee! I feel that if they wanted to fix this problem, it could have been done before now.Desired Settlement: Terminate services without penalty.

Business

Response:

August 7, 2013

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

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

Business

Response:

November 8, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]

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

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

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

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

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

Very truly yours,

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

[email protected]

Review: [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: 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: 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 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: 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]

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

Business

Response:

February 26, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’ service was activated on October 9, 2013. On December 7, 2013, **. [redacted]’ account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $400.00.

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

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

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

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

Business

Response:

March 17, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear [redacted]:

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

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

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

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

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

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: 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: 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]