Hughes Network Systems

August 19, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear *** [redacted] : In response to your letter to the executive customer support division of Hughes, we have previously attempted to contact [redacted] and have responded to two letters assigned to complaint ID [redacted] to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding her service Regarding [redacted] ’s latest concern, our records indicate that a complimentary dispatch has been scheduled and completed to resolve her intermittent browsing [redacted] ’s pole was reset and her dish was repeaked for optimum signalWe 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 considerationVery truly yours, Darron *W [redacted] Executive Customer Support [redacted] [email protected]

March 17, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File # [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that the ***’s has some concerns regarding their 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 SPEEDS HughesNet is not recommended for use with Virtual Private Networks, twitch or RPG online games, online trading, web hosting, or heavy file uploads.” Regarding the ***’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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of the ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy Hughes will cancel the account without penaltyA box and prepaid label will be sent to the address on file for the successful return of the ***’s equipmentThe equipment need to be returned within days of the cancellation date to avoid being charged an unreturned equipment fee We would need for ** [redacted] to contact me at the number below for her preferred cancellation date We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

Recently I signed up with Hughes Network for my home office Internet solution I subscribed to the "Prime" plan which offers 10GB/month data plan When technician installed equipment and asked if I use corporate VPN, which I do, he said I should be fine with plan As a software consultant, I am required to download software as needed to perform my job Three weeks into the first month plan, I had reached my 10GB limit, but still had 50GB for off-hours from AM to AM This does not work for me as I need to work during core business hours from AM to PM Once the data limit has been reach, performance is dramatically reduced o the point where I couldn't perform my daily work functions With days remaining before my data plan was reloaded, all I could basically do was correspond via email, or limited browsing When the data plan was reloaded for the next month, I was able to resume my work until about the 9th day into the second month, I reached my data plan again This time I contacted customer service to complain about the data limitation, and asked what their biggest plan they had I could pay almost triple the amount for just 10GB more Their top tier plan neither fit my budget or my data usage requirement With very little choice, I asked to speak to a manager about providing to GB of data each month, I was told they couldn't do this because each customer gets equal amount to be fair As I tried to explain to them that even with 10GB (daytime) and 50GB (nighttime), I still wouldn't have enough to do my work Each month various for me, and for them to make an assumption that my data usage will be the same each month is just simply wrong I spoke to a customer service manager who basically was unwilling to work with me, and left me with no choice but to cancel my contract Then they wanted me to pay $to cancel the contract because they failed miserably to ensure me that their "Prime" plan was sufficient for what I needed I asked them if you're going to charge me $for cancellation, then you should give me $worth of Internet service until the fund runs out I think that's a fair offer I even agreed to $cancellation fee but they wouldn't take it To be charged $for cancellation fee for only months of service is extremely excessive How else can you try out their product without being trapped into a contract? They offered no 30-day or 60-day money back guarantee if you're not satisfied with their product or service My experience with them went from very excited at first to extremely disappointed at the end My advice is to stay away from them, be cautious of their data plan and what they say will work for you

March 12, [redacted] justify;">Trade Practice Consultant Better Business Bureau K Street Northwest 10th Floor Washington, DC 20005- 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 matterIt is our understanding that [redacted] has some concerns regarding his service Our Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that [redacted] ’s service was activated on December 11, 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 HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds“HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteed.” Hughes’ has received one call and one email that both resulted in no technical issues on Hughes’ endWhile Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] ’s frustration and concern** [redacted] needs to conduct speed and web response tests using our supported customer care site support center.myhughesnet.com and then attempt to troubleshoot with technical supportIf his speeds are below average speeds we would be happy to offer advanced tech support to [redacted] to insure that his service is operating as it shouldRegarding [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 agreementIf [redacted] still wishes to cancel his service he will be within his contractual agreement, and an early termination fee will be a valid chargeAs a courtesy, we will offer a one month service credit We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn 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]

April 30, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-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 the account is registered to [redacted] and was activated on March 26, and requested to cancel his service on April 8, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply***’s account has be credited the disputed amount of $and that amount has been refunded to the card on fileWe 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 considerationVery truly yours, [redacted] Executive Customer Support###-###-####[email protected]

I had a very bad experience with Hughes.net.I was looking for an internet provider and I really needed just a regular speed nothing special.Their internet does not provide the speed they promise,it is disconnecting all the time.If it is raining or a little wind is not working.After one month of problems ,calls,etc I had to terminate the service.They charged me $termination fee .I was not aware about the termination fee as they did not tell me about it.MIght be that they told me and I did not hear it.I can not believe how some companies are making all their money providing a bad service and charging a lot of money for termination.I hope other people can read about my experience and avoid this company

July 18, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt 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 6, If [redacted] cancels her service now the account will incur an early termination fee in the amount of $ 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, 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 waive half of the early termination fee when she decides to cancel her serviceWe informed [redacted] of our decision on July 18, We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted] Executive Customer Support [redacted] [email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I said this people are crooks, after the guy called from HughesNet to come and pick up the devices from my roof on Friday morning, which make me not to own them anything, a collector called me today to collect the money from me for HughesNet Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:My reason for rejecting Hughes Net offer is because I feel that they did not hold up there end of the contract, by not providing the quality of service they promisedBecause of that I feel that I should not be financial responsible for the penallyI am more then willing to make my account current but nothing above that Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This is a generic response from this companyMy wife and I have spent countless hours talking to technical support throughout this companyWe have also unplugged our modem and router completely as instructed during a test cycleDuring this said period our data droppedWe were then informed by the representative that it was an acceptable decline that they don't have an issue with [redacted] does not play at our residenceWe can barely get videos to load on our technical devices let alone an entire movieI have yet to find any game capable of being correctly played online with this serviceThe reason for this issue is the unreliability of the service which is in no way, shape, or form described or mentioned to you in any way upon obtaining the service My family pays around 170$ per month for hughesnet serviceWe have the gb plan and constantly run out so we buy tokens to renew our service speedsWe have asked multiple times if there is a higher package available and have always been told noThis is the first time of ever hearing of a gb package dealThe package we pay monthly for is described as a mb download and mb uploadThis is not the caseMultiple test have been ranHighest speeds have been to mb download and to kbs uploadThese speeds are what causes the severe lag issues we have, rendering us to basically use this service to surf the Web and emailIf we received the actual speeds we are paying for there would be no issues Regards, [redacted] ***

Im not trying to go against the Revdex.com but I ask that u reevaluate this company because they are not Honest,they advertise ,they over charge u taking from you w/out permission to do so if you go to their website or to Corporateofficeowl.com you will see what iam writing about.I couldnt find one positive review.I will have to say they have a coup[le representatives that care and fix their issues.I have been with them since Aug and haev only had issue after issue from billing to service!They are the only providers in my area so im stucj!!! Thanks I feel M [redacted] helped me w/muy concerns and depending on how the phone call w/corporat\te goes I mighty b back to update this!!

August 28, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-Re: [redacted] *** Complaint ID [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 Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the account is registered to [redacted] and was activated on August 6, The account was canceled on August 13, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply [redacted] ***’s account has been credited in the amount of $and that amount has been refunded to the card on fileAfter the refund, the total net amount paid was $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 considerationVery truly yours, Darron *W [redacted] Executive Customer Support###-###-####[email protected]

To who it may concernMy name is Clarence S [redacted] and I want to make a complaint about HughesNetMy experience with them has been horribleThey promise one thing and never have been able to up hold their end of the ContractI have had so many problems with their internet serviceI have called them many times to resolve this matter and they always have given me the run aroundfinally I had enough with this companyThey can not service my area and they were also taking money from me that wasn't authorizethey quoted one price and they would with draw another amountThis company I would not recommend for anyone to use their serviceThey don't have Intergrity, ethics or moralsThank you

April 29, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt 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 September 28, On April 27, 2014, ** [redacted] ’s sent an email requesting to cancel servicePlease be advised that in order to process a cancellation, ** [redacted] will need to call customer support at ###-###-#### to be transferred to the account management teamUnfortunately, cancellations can’t be processed by written or emailed request to protect the account holder’s integrity If ** [redacted] does cancel her service there will be an early termination fee assessed of at least $That amount is decreased by $each month into the month commitment 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, 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 can issue a partial credit that can be applied toward the early termination feeWe 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]

February 26, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- 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 matterIt 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 ***’ service was activated on October 9, On December 7, 2013, ***’ account was cancelled As a result of cancellation within her contractual agreement, ***’ account was charged an early termination fee in the amount of $ Regarding ***’ 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ***’ 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 $to her account representing the early termination feeIn addition, we have received the unreturned equipment as of February 24, and we have credited the account in the amount of $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, [redacted] Executive Customer Support ###-###-#### [email protected]

Hughesnet Internet Service I was mislead by the salesperson after I specifically told him my requirements within my householdHe stated 10GB plan would easily meet my needsWell I was out of data in daysI upgraded to GB plan and was out of data in daysI then requested to get the GB plan and was told I could not receive the GB plan because it was unavailable in my areaI told them my expectations were not being meet and would like to cancel my serviceThey stated it would cost me $to cancel the serviceIn my opinion this company is not forthright in providing a internet service to meet the customers needsAlso, hughesnet's data measuring seems suspicious

[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.] Revdex.com: 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, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I have contacted HughesNet technical support numerous times I have been on the phone with them troubleshooting the equipment while they performed diagnostics to figure out the issue Every time they claimed they completed the troubleshooting my Internet Service worked just fine but as soon as I hang up the phone its right back to a non working basis which in my opinion they are controlling the speeds of my internet I was contacted by an executive today who stated that they were going to perform the troubleshooting once again I already know what the outcome will be and I will end up even more highly unsatisfied I work to hard hours a day iin a very demanding job and now I have to take off from work to sit with someone over the phone again to troubleshoot a problem that will continue to persist I am not the only customer that is experiencing this issue in my area Everyone is highly upset and canceling their service because of the horrible service provided I will make sure that people I know or move in our area are aware of your practices Yes you give people days to cancel their service and it worked fine but that's the catch after those days your locked in and you guys control the speeds and customers have no choice but to deal with it Regards, [redacted] ***

May 20, ** [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 matterIt is our understanding that ** [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ** [redacted] ’s service was activated on March 21, On April 28, 2014, ** [redacted] ’s account was cancelled As a result of cancellation within her contractual agreement, ** [redacted] ’s account was charged an early termination fee in the amount of $ 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, 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 $to his account representing 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, [redacted] Executive Customer Support###-###-####[email protected]

September 19, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] In response to your second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms [redacted] has some concerns regarding her HughesNet serviceOur Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms [redacted] ’s service was activated on May 11, On July 20, Ms [redacted] ’s service was canceledAs a result of cancellation within her contractual agreement, Ms [redacted] ’s account was charged an early termination fee in the amount of $for the internet service and $for the phone service Regarding Ms [redacted] ’s latest concern please be advised the first days the data allowance is relaxed to allow customers to download updates, software, etcwithout exceeding the data allowanceThis has nothing to do with the agents selling the service and it isn’t part of the terms and conditions of the serviceAs previously stated customers can and still should monitor their usage to know how much data is being used even with the relaxed periodWe sincerely understand Ms [redacted] ’s concern and as we have stated we have canceled the service without an early termination fee We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration Very truly yours, Darron W [redacted]