Hughes Network Systems

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

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

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

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

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

Business

Response:

October 31, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding his service and is seeking a refund for the early termination fee. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, we have issue a refund to the credit card on file for half of the early termination fee in the amount of $155.00. [redacted] may contact me directly with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Sr. Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

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 called in on 10/5/2013 to discuss a pending charge on my bank statement in the amount of $55.41. When speaking with the agent, I requested the money be deposited back in my bank account because the funds were not authorized. The agent was informed when my family first upgraded to the Gen4 service that we were required to put a credit card on file with the website, but I immediately unchecked the box that asked if we would like to use this card for autopayment (we have received invoices since we started service along with the $5.00 invoice fee). I paid 2 payments this month on their website in the amounts of $84.99 and $55.42, unchecked the autopayment box with both payments, and then I checked today to see the third has been autodrafted for $55.41 - which was not authorized. When I called in, I was placed on hold while the agent talked with the advanced support services (?) and I was told that the funds would not be deposited back in my bank account because it was a valid charge. It may be a valid charge, but it was not due until 10/20/2013 - according to the statement I have - and it was not authorized. The agent told me the only thing I could do would be to contact my bank, which I did, but the funds had already been sent to Hughes so the bank was not able to help remedy the situation - which they should not have to remedy in the first place.Desired Settlement: I would like to have the $55.41 deposited immediately back into my bank account.

Business

Response:

October 22, 2013

Review: I first contacted hughes net back in December and spoke to a representative. I was very clear to her on the reason I was needing internet service. I told her that I use it to stream movies from Netflix, my son chats online with his friends and does online gaming. We have a laptop, a computer, mobile devices and ipads that we connect to via wireless network. She advised with all this I would need to obtain the power max plan of 99.00 a month. Even though it was 50.00 more than what I was paying with [redacted] u verse I decided to sign up for the service because [redacted] was not in my area. The service was set up to be connected on 01/15/2013. The Tech did not arrive the day of 01/15 but on the next day. The tech connected the service and was on his way. When my son tried loggin into his play station he advised that the service was very slow, it lagged, it gave errors and took for ever to load. When I contacted customer service the representative advised that they had discovered a problem with their power max max plan back in December, at this point I became upset asking the representative why I had been sold a service that they knew they were having problem with. I told him there was 100.00 taken out of my account for services that is not even working. At that point he apologized and advised he would provide me with a credit of 20.00 a month for the next 5 months. I advised this credit was not anything that he was giving me because all he was simply doing was giving me my money back in 5 payments. He advised he would switch me over to the lesser plan of 79.00 a month. I agreed and when I tried it again it was the same issue or worse. I called customer service once again and spoke with another representative who informed me that he would remove the change of tech support insurance and would suspend my service for 6 months while they resolved their issues. When I looked at my bank account charges of 20.00 had been debited from my account. I called customer service once again and they advised it was for the tech support insurance and the lease of the equipment. I informed the rep Marisol that I had been told by the last Rep that this service was going to be removed so I would not have to pay it while my account was suspended, she checked her system and since the rep did not make note of that she informed me that the he had not informed me of that. I told her I had no reason to lie to her. At this point I want to reach out to someone to help me resolve the issues that I have been having. I signed up and I have never once received the service hughes net agreed to provide to me. I am in a contract that is not even providing me the service I signed up for. Why do I have to be penalized of paying an early termination fee of 400.00 when hughes net has not been able to provide me the service I signed up with?Desired Settlement: I would like to be let out of the contract with Hughes net and not be penalized with the 400.00 early termination fee becuase they are not keeping up with their part of the contract.

Business

Response:

May 2, 2013

Review: When I signed up for Hughes net gen 4 I was informed installation would be free due to a rebate of full install charges and that I could cancel before 30 days without any cancellation charges and still be eligible to get a full refund of the product I purchased as well as still be eligible for my rebate for the installation charges of $199.99. The rebate form states "Hughes Net service must remain active for a minimum of 31 days" There for I would not be eligible for my rebate for the installation charges of $199.99. When calling Hughes net for information on getting my installation charges refunded I was informed to call red ventures for a call review of the day I signed up for services. I was given 4 different numbers each number I called said they were unable to pull up any account information so there forth they were unable to do a call review if there was no account. I called Hughes net gen 4 6/15 and spoke with an agent to inform of the frustration of trying to get a call review and all numbers I was given for red ventures for my call review they were unable to do a call review due to no account under my name. The agent I was speaking with on 6/15 informed me that they do not do call reviews any more and also informed that there calls are no longer recorded. Therefore she was unable to refund me my installation charges. I asked for corporate address and ended the call. My account number with Hughes net is [redacted]. I was also was not informed that It would cost me to return my equipment back to get my full equipment charges refunded. I have spend $477.97 On a service I had for no longer then 30 days.Desired Settlement: I would like my installation charges be refunded, as well as that Hughes net informs customers that the calls will not be recorded or that they are not eligible for a call review ,if call reviews are no longer available. Also I would like that Hughes net informs Customers who purchase Hughes net equipment that if they would like a refund on equipment costs that the customer will have to pay out of pocket to send equipment for the full refund of equipment charges. Hughes net should make sure ALL employees are aware of the rules and regulations so this doesn't happen to another Customer.

Business

Response:

June 18, 2013

Review: We got Hughes Net as our internet service provider. For the past year while using Hughes Net, the service has been terrible, or the lack of service for several months. Upon calling Hughes Net about the service they are NOT providing yet I am paying for, the response I get is "Sorry we cannot help your internet is not working but you still need to pay for it, but we will discount your bill $10.00." I do not want a discount, I want internet service or I want my contract ended. They are not fulfilling their part of the contract to provide working service, however still expect to be paid. I do not want anything to do with this company however they are blackmailing me to continue to pay them $70 a month or pay a huge lump sum to disconnect my service yet I DO NOT EVEN HAVE SERVICE!!! THE INTERNET DOES NOT WORK!!!!! I have called several times and they tell me each time, Sorry can help you. This company is an extortionist!!!!!!!!!!!!!! They need to be STOPPED!!!!Desired Settlement: I want HughesNet to let me out of my contract and no longer provide any type of "internet Service" to me. I am not receiving the services I am paying for yet they deny me from ending my contract unless I pay a huge lump sum of money however I do NOT even get to use the internet. So basically I am paying 70 a month to throw out the window or I can throw 400 out the window at one time to stop from paying the 70 a month. I JUST WANT TO END MY SERVICE WITHOUT PAYING OUT THE REST OF MY CONTRACT THAT THEY ARE NOT HOLDING THEIR END OF THE DEAL!!!!!!

Business

Response:

April 25, 2013

Review: There are actually a few different categories listed above that this complaint falls under. Customer service failed to help us. The "manager" my husband spoke to was inappropriate.

When we decided on signing up with HughesNet, they had me sign a contract without showing me the actual contract I was signing. The person who installed it had a small touch screen signature device he had me sign. They stated later that they sent the contract to my husband's e mail, but he was not around when the contract had to be signed.

In the very first month of having HughesNet, we quickly ran out of data allowance. I had to call and pay to be allotted with more, just so I could load a regular internet page.

The next month, the same thing happened again even though I arranged to be billed $10 more every month so that we had more usage. I called and once again, they told me that I could give them more money, and I would be upgraded. They stated that I would see a noticeable difference in our internet speed and the amount of data we had. This was not true. We could not load videos, I could not upload my photos (I am a photographer and need to do so for work) and our internet speed would quickly dwindle down to nothing.

We then noticed that HughesNet took money out of our account for our bill without our consent. We were very displeased with this and the fact that we were paying $70 a month for internet that did not work. When I called, we were told that our "30 day grace period" (that I was never made aware of) was over and that we had then entered a TWO year contract. We were told we had to pay $400 to cancel. I told the person I spoke with that the contract I had supposedly signed was contingent on the fact that our internet would in fact work. She said that the only thing she could do for us was to stop the automatic transactions and upgrade us to the 4th generation speed for what we were already paying. She stated that our internet would be lightning fast and that we would NOT run out of internet data. I thought this was fair, so I agreed.

That brings us to this month. Our [redacted] On demand constantly gives us a message stating that our internet speed is too slow to operate on demand. We can not watch videos on youtube, facebook or any other website. I can not upload photos at an acceptable speed and my husband can not complete his assignments for his online college. After two weeks, we ran out of data. We both work full time jobs. We're not home long enough to use it up. My husband called to complain Yet again, and he was given the same run around- "You can purchase more..." He said that it was not fair to be paying so much and having internet that did not work, so we wanted out of the contract.

He was finally transferred to a "manager". This man stated that he did not have the power to terminate our contract without us paying the $400. My husband asked him over and over again who he could speak to who did have that power and he got no answer. This manager stated that we had gone over our 30 days, and that "even if you signed up for a second 30 day grace period, you would have exceeded that too". We were never told we could do that. The first time I called, or the second, I could have been told that but wasn't. He then told my husband that there was an issue with their system because he saw that we still had internet usage but it was not allowing us to use it. He said he would try to trouble shoot it. My husband said he just wanted the contract cancelled and the manager said that the only way we could do that without paying the $400 was if the internet was not working.

My husband then said "that is exactly what you just told us, that there is an issue with our internet". The manager then proceeded to interrupt my husband and argue with him, stating that he never said that. He stated that there was no one higher than him in the building we called and that there was nothing we could do. We are not paying $70/month for a service that does not work. A contract goes both ways. A 32 mega bite download should not take an hour long. We were forced to cancel and be billed $400.Desired Settlement: It is absolutely unacceptable for us to be charged $400 for cancelling a contract for a service that we were never supplied with. We need to have the $400 and the remainder of our internet bill terminated.

Business

Response:

December 16, 2013

**. [redacted]

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 September 25, 2013. On December 9, 2013, **. [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 $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 have can 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]

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:

As much as I would love to accept HughesNet's response so that my family and I can move on, I am afraid I can not. The contract we signed, the same one that stated that if we wanted to cancel we had to pay a fee, also states that we were paying a monthly bill for internet that worked. Again, one of the many times I called to complain, I was told that our internet speed would be updated so that we would have no problem loading videos, pictures, etc. This did not happen. Our internet was awful. We were not getting what we paid for.

This is why we need the entirety of our bill (what we were being charged for our "internet service") taken care of. I will not pay for a service we were not supplied with. I am willing to pay for half of the cancellation fee if any other amount we were charged with through Hughes Net disappears.

Regards,

Business

Response:

December 18, 2013

**. [redacted]

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

Regarding **. [redacted]’s complaint of not having working service, our records indicate that **. [redacted] called in having concerns with slow speeds. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” On at least one occasion **. [redacted] had exceeded her monthly data allowance. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per month.

In addition to waiving half of the early termination fee, we will credit the account in the amount of $51.37 as a courtesy which is equivalent to the first month of service.

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]

Terrible online customer service! Techs barely speak English and several calls and hours later they were unable to solve the issue!! Offer great deals off your bill for the first few months! We had to call them and spend a day on the phone to get the deals! Dont bother trying to watch any movies online! it will use up all your allotted Gigs for the month and you will be throttled so your connection barely works!! That is unless you can stay up from 2am to 8am and use the bonus bytes!! They know they suck thats why they force you to sign a 2yr contract!! RUN FROM THIS COMPANY!! WAS HAPPIER WITH DIAL-UP THAN HUGHESNET! EXPENSIVE JUNK WITH TERRIBLE telephone and online customer service!! Tech who came to the house to fix it twice so far was great though.

HughesNet internet service has nothing but hidden cost and lack of information. I am being charged a early cancelation fee even tho I never consented to a 2 year contract. I asked for proof that I consented to a 2 year contract and was told when the service was made the representative told me about the contract but there are no reordering of this event. I was never told about this 2 year contract and without a reordering I don't see how they could hold me liable for early cancelation fees! All other service have recordings or signatures showing consent for this reason. I never consented. I've only had the service for 3 and half months and it's never working or they say I'm out of gigs. I have called them ever month since I started the service because of it never working or its really slow. I would never recommend them... worst service ever. What they do is illegal!

Review: First all of this was handled on the phone and I never have received any paperwork verifying any conversations. Every person I talked to 3 times was named Richard. On 3-11-2014 I contacted and setup satelite internet service with Hughes Net. I was told by the company Representative Richard my bill would be $39.99 plus tax for the first 3 months, then it would go up to $49.99 plus tax for the duration of two years. Nothing else no other fee's. Next he told me that I would need to give him my credit card number so that he would charge me $40.00 to check my credit then it would be immeditly refunded to me,so I agreed to this statement. Now I wait for my billings which I did not receive,so as always when my credit card statement comes in I check it for any errors, because in the past someone tried to charge my account for $3000.00, but thankfully it was stopped, so I'am very careful to watch my account, then I find a charge by Hughes Net for $71.37 so I call right away and talk to a supervisor by the name of Richard and he says he is so sorry and it will be taken care of right away and I tell him I did not agree to auto charging my card and I want paper statements so I can pay these. Next month again they charge my credit card for $71.37 and again I call, but first I close my credit card as I see that these people cannot be trusted, so I call and again I talk to a Supervisor by the name of RICHARD!!! Again he says he will fix this, but now there is $5.00 paper fee's which he will wave for a year and also a $9.99 fee for equipment all of this is a great big suprise!!! These people never told me any of this from the begning or I would have never agreed and I would have gotten a different internet service. According 4 mo's at $41.38 is $165.52 they chged my card $142.74 and billed me $113.71 thatsover by 89.97 please help me get this finally corrected.Desired Settlement: I only want to be charged for what I was told. $39.99 plus tax for the first 3 months then $49.99 plus tax for the duration of the contract. No hidden fee's .I have not paid the statement sent for it still is not correct. I cannot talk to these people I've tried I only get lies.

Business

Response:

July 15, 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. After further review, unfortunately due to [redacted] being subscribed to our lease plan there is a $9.99 equipment fee attached to each service fee. We will be unable to remove the lease fee of $9.99. [redacted]’s service fee is currently $49.99 plus her lease fee of $9.99, $5.00 invoice fee and applicable taxes. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of [redacted]’s issues Hughes has applied a discount of $15.00 off for (12) months to her account. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] 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:

In response to Hughes net,I did not agree to any lease agreement, and the company and I have had numerous phone conversations, always ending that the company will correct the errors they have made, which have not. At this time I can no longer trust anything they say, so I want to end any dealings with them, and go with a company I can trust.

[redacted], I have called Hughes and also sent a E-mail. I will not be paying any bills from them or doing business with such a dishonest company. Their response letter was again another lie, I never agreed to anything mentioned in that letter.

Sincerely Cheryl F[redacted]

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: It has taken over 5 months and this company still is lying. I'am not the only person this company is trying to get away with this is a on going problem read the internet responses. This company should be fined for fraud to their customers especially seniors. I have put in a complaint with the Federal Trade Commission File # [redacted]. Further more they are still trying to stick me another year of lease payments which I never agreed with!!! Also they cheated me on payment amounts and charged more than the amount agreed on against my credit card again which I never agreed with. YOu never speak to a person who can speak english nor can you understand. This company also lied to my credit card company and it was recorded twice. This company should be throughly investigated about their businesss practices and I'am hoping the Fed. Trade Commission will do that.

Regards,

Cheryl F[redacted]

Business

Response:

August 22, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: Cheryl F[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 additional concerns regarding her service. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of [redacted]’s issues Hughes will apply a discount of $15.00 off for (24) months to her account. We can only apply the discount (12) months at a time. Therefore, [redacted] would need to notify me once the discount has expired May 12, 2015 or use case # [redacted] to contact our billing department. We notified [redacted] of our decision on 08/22/2014. 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: They changed our free internet time without notice, they block Steam from allowing me to login, they have given us sub-par internet from day one, and their tech service is a joke with their representatives being borderline passive-aggressive.Desired Settlement: I want them to give us the service we paid for, though I doubt they would even if they said they would. They are slimy and I wish I was the one paying for the internet so I could switch and it would matter. Sadly not only do I not have the money but they wouldn't have any impact from someone who's already not paying stop using their service. You can bet money once I have the money I'll switch to a different provider, however.

Business

Response:

July 18, 2013

Review: The initial complaint with Hughes Net was that their advertising while making a sale did not match when you tried to act on the cancellation....after many months of dealing with Hughes Net, the current complaint is that they have thus far failed to honor a verbal commitment to provide me with my full money back refund. Here's a quick summary of what has happened:

On January 10th, I call to inquire about Hughes Net services (number found on the HughesNet website). I spoke with [redacted] (and even had his direct line) who said he was from Hughes Net, but later I found out that he was an employee of [redacted] contracted to do sales for HughesNet. I was told of these terms:

• 30 day risk free trial with money back guarantee

• Purchase Equipment with free set-up and installation $199 + $100 mail in rebate (=$99)

• $39.99 for 1st 3 months and $59.99 after

• Confirmation # [redacted]

Two days later, HughesNet was installed, but we were:

• Given no paperwork, contract, etc.

• Only told to initial saying he checked & it was connected (working)

Then, came the first billing charge – We were charged $459.97 instead $238.99 ($199+$39.99) like we were told. So...the fun begins...we call HughesNet, and they tell us to have [redacted] make a note of the free installation/setup on the account for it to be credited. They also showed me the rebate forms for the additional $100 off, but would have to wait 2-3 billing cycles before it could be submitted.

On February 11, we chose to cancel the account with Hughes Net (during that first month free trial) due to inconsistent service. I was told that I would have to pay for the shipping and handling to get the refund, as well as $100 for someone to uninstall the system for me. [redacted]'s supervisor [redacted] (who I still at the time thought was all employed at Hughes Net) told me Hughes Net would send me a box and I would pay shipping, then the refund would take 45 business days. After two weeks, I still had not received the return boxes, so I emailed Hughes Net (quicker than phone usually) to make sure it was sent out. I was then told that since my account was a purchase program, I would NOT receive a return box. And that once I returned it all, I would get $199.99 for my equipment. I asked for a call back for review, since I was told that it would be a FULL refund ($459.97.) Call back NEVER received.

2/22/13 – Called [redacted] to explain and ask for assistance from [redacted]. Left voicemail. No return calls received by [redacted] or [redacted].

2/26/13 – Called Hughes Net again – talked to [redacted]. Sent a managers request for return boxes. Will receive return boxes within 15 business days. Return Hughes Net Modem, Radio Transmittor (on arm of the dish), cords, etc. Confirmed boxes were going to be sent #[redacted]. Also discussed refund amount, as $200 is NOT acceptable. Transferred call to his manager, [redacted]. [redacted] said only equipment refund ($199.99), not the setup and installation – Hughes Net typical policy. Since we were told that the setup and installation was FREE up front, he transferred me to the Pre-Installation Dept (###-###-####). Per Brock in the Pre-Installation Dept. of Hughes Net, he has made notes and set up a call review concerning initial call and what was said. 3-5 business days, then I will get a return call from Hughes Net with call review outcome.

3/11/13 – Still have no return boxes. Called to check with #[redacted]. Confirms the return box order is there.

3/19/13 – STILL have no return boxes, even though they indicate there was an order put in for them. Took all equipment (per the instructions in my email from Hughes Net about de-installation), and mailed it via FEDEX – paid for box, shipment, and $200 insurance, and signature required at the cost of $36.80. Tracking #[redacted]. Delivered on Thursday, 3/21 to Hughes Net.

3/29/13 – Called Hughes Net regarding return, refund, and call review for setup/installation refund. (Was supposed to get the call review status a week ago at latest). Was told that they had received my return and the refund typically took around 3 weeks to appear. Was also told that they were no longer doing call reviews (even though they had told me they were), so I would need to call [redacted] directly at ###-###-#### to receive a refund directly from them for the setup/installation fees. This is when they explained to me that the sales person was a contracted employee for Hughes Net, and that I hadn't been working with Hughes Net themselves.

4/18/13 – Tried calling [redacted], but had no extension or last name to get me to anyone (computerized system). Looked them up online and sent an email explaining that I needed an immediate call back regarding the issue. [redacted] called me back and said she had personally reviewed the calls and signed off on the refund for Hughes Net on 3/1/13, and thought it was completed. She is calling Hughes Net and will call me tomorrow to let me know an update. Her direct line is ###-###-#### and her cell is ###-###-####.

4/19/13 – [redacted] left message indicating that she had faxed over information to Hughes Net telling them to release refund to me, as she had listed to call review and determined I was misled in initial sales call concerning free setup and installation and full money back guarantee. Should receive refund for setup/installation AND first month subscription. Will call Hughes Net in a few days to check on status of refunds.

4/23/13 – Called Hughes Net -- Processing credit of $459.97 – sending check to us (since cc number on file was cancelled due to fraudulent activity.) Should receive check within 45 business days. Per Silver @ Hughes Net. (END OF JUNE IS OVER 45 BUSINESS DAYS!) For once, there was an "end in sight", so I waited patiently for the check to arrive.

6/24/13 – Called Hughes Net – We are at 43 business days now and still no check, so I decided to call just to be sure it wasn't lost in the mail or something crazy. Hughes Net said they saw the refund credit on the account but contacted the advanced billing dept who said it was never actually processed in April like they said it was. I was told that it would take another 45 business days for me to receive it. Asked to speak to Supervisor, as another 45 days is unacceptable when I was told 2 months ago that it WAS processed. Billing Supervisor [redacted] said there was no way to expedite this credit, even though it was again their mistake, but it was “RE-processed” today. I asked for a direct contact number or email address to be able to check on the status frequently (without having to go through the entire process of notes with them each time) to make sure it really was processed...not like it was and then wasn't in April. She cannot give me a callback phone number but said she will call me back around 8am/8:30 on Wednesday 6/24 to tell me status of the credit at that point. Forgive me if I'm skeptical, but since January, I've been told one thing, and then told another...over and over again...with still no resolution.Desired Settlement: Though at this point (over 6 months since the cancellation of the "free trial") with still no resolution, I feel entitled to monetary compensation above and beyond the $459.97 promised due to their poor business practices, I would be satisfied with my promised refund of $459.97 being expedited and received by July 31st, 2013. I would also like my case to be made aware to the Hughes Net company, so they can see the poor advertising/business practices that were used in our case, in hopes that others would not have to endure such trials.

Business

Response:

July 08, 2013

Review: I signed up for HughesNet internet in August of 2013 with the lowest package possible, there was a delay in getting the service installed they lost their equipment on the UPS truck and set back my installation but didn't have a date for new installation promised a credit on my account that was never received. Finally I was installed a week later. I had major billing issues and had to change the type of account I had because they would not provide the credits promised even with ticket Id's provided. However the service nor speed was adequate as advertised. I had diagnostics ran on my computer to see if the problem was on my end, no problem was detected. I recently moved to a new location transferring service they wanted to charge me a transfer fee, something I was completely unaware of, finally I was able to get the fee waived and service transferred I was hoping that the service would be better once installed at my new location, the lag time was worse at my new location, I had the tech personal number called him to come back out to the location and he ran the set up on my computer and said I was receiving 100% signal there should be no problem, we were still unable to stream, upload or surf the net at the speed we were paying for. In order to get my school work done, I had to pay for another local internet service provider and I am currently happy with their services and have no proble** getting my college work done or sharing the internet with my tablet. I called to cancel HughesNet service and I was informed I would have to pay a $400 cancellation fee, because they couldn't find where I called about having trouble with my service, I informed the rep of all the case ID's I had, the tech coming to my house on two different occasions and the diagnostics ran on my computers and she said well I don't see that so I have to charge you the cancellation fee or I can send a tech back out to your house. Ive gone through enough to try and get this service to work already, and Im tired of paying a high price for service that doesnt work, this is false advertisment and theft to me taking money for service that doesnt work. I think this is completely unfair for a customer whom are paying a high price of 71.48 a month for internet that doesn't run at the speed promised to have to pay more money for a service that is not provided appropriately. I see all the complaints online about their lies and not giving people the service they pay for, someone needs to look into what this company is doing to their customers and fix the issue. I wouldn't recommend this service to anyone.Desired Settlement: Waived cancellation fee being this issue is on HughesNet not customer.

Business

Response:

December 9, 2013

**. [redacted]

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 August 27, 2013. Regarding **. [redacted]’s concern of slow speeds, Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAI** ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.”

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. Hughes we will work with **. [redacted] to insure that her service is operating the way it should be for her level of service. **. [redacted] needs to conduct speed and web response tests using our supported customer care site and then attempt to troubleshoot with technical support. If her speeds are below average speeds, we will put her in contact with our advanced level technical support to troubleshoot the issue and have it resolved as soon as possible.

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. However, Hughes agrees to make an exception regarding our cancelation policy. If **. [redacted] still wishes to cancel, we can credit a portion 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]

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 have waited over a month for this cancellation issue to be addressed, since November 14, 2013. I tried to cancelled the service it should already be cancelled. Therefore you are still billing me and did not address my call to cancel. I have already been through the steps to determine my speeds are below average, also the tech has been to my home 3 times to correct the error. I am a student who needs to attend classes online, this has affected my 4.0 GPA; not being able to attend classes because I can not get my internet to work properly that I pay a very large price for, therefore, it lead me to contact another internet provider to have service at my home. I could not take more of a risk losing more money that I pay for my classes because your company provides poor service to their customers. I received [redacted]' voice mail on December 9, 2013 asking me to contact him back, no offer was provided on the voice mail. Then I received this email basically stating he has resolved the issue with me, when he hasn't even had the chance to speak with me. I understand you want to resolve the issue but I, as a business owner myself would believe you would take the attentive steps to fully understand the situation before attempting to resolve an issue you really don't fully understand. Companies lose clients because of customer service. I have contacted your office and was unable to reach [redacted], I spoke with [redacted] he reviewed the account and all notes, retrieved my concern and handled the situation by': credited my account back from the date I originally called bringing my account back to zero; processed my cancellation, that should have already had been cancelled, and credited the full $370.00 for early termination in full on my account. Informed me on the 27th I will get a return box to send back the equipment and a tech will come to my home to remove the radio transmitter on my roof. I am satisfied with this resolution and I have a confirmation number to reference back to [redacted]. as long as this processes as discussed, I will close this case.

Review: We are paying 100.00 a month for service that we are not satisfied with. We have contacted them and have upped our data plan and we still have hardly any service. We can't watch [redacted] and Internet is really slow. We weren't aware of a contract and they will not let us out of it without paying them 400.00. So we have decided to go with a different carrier so we can have internet and we are still paying Hughes net.monthly until contract runs out in 2 yrs. I'm sorry but I feel like we are being done wrong. Why should I have to pay a monthly payment that's withdrawn from my bank account every month for service that we can not use? I am very upset with this company.Desired Settlement: That we can stop paying Hughes net monthly for service that we are not happy with and that we do not have to pay them 400.00 because of a contract we were not aware of.

Business

Response:

May 14, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his service. Our Executive Customer Care representative reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. “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.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the [redacted]’s frustrations. Hughes will waive half of the early termination fee upon cancellation. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below with his 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 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:

[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: we didn't know we were in a contract with Hughes net. As soon as we were having problems we called them and tried to fix it once after that we were told it was our fault. So we uped our plan and verified that none of our electronics were using data. We even unplugged our direct tv and blue ray. Still after a week we had no data. So when I called to cancel our service within 90 days of getting hughs net we were told it would be $450 to cancel. I feel by now we have already lost enough money with hughs net. We weren't even able to use our internet or have any data for netflix. We haven't been able to use hughs net. And we've had to get a different carrier just so we can have internet that will work. And still paying hughs net because of this contract and not even using it. I feel that it's unfair to have to pay them any money because we've not been able to use Hughes net. We are very dissatisfied.

Regards,

Business

Response:

May 21, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes it is our understanding that **. [redacted] has some additional concerns regarding his service. As previously stated, Hughes understands the **. [redacted] frustrations. As a result, Hughes will waive half of the early termination fee upon cancellation. We have attached the signed installation agreement accepting the terms and conditions of our service including a (24) month commitment. Please see the full terms at http://legal.hughesnet.com/Home.cfm. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below with his 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 faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I'm having to do this at work,as I can't get any connection on my computer.They keep telling me that ALL is OK, when it's NOT !.As I can rarely get on the internet at home,NOT to mention the fact that they keep LYING to me (I will see on my bill for the next 6 months-$5.00 off).NONTHING yet,the last time (6/24/2014).To call the home tech support,and give this code etc.(have at home).I just got a new bill for $138.10,for what service ?.And that I have to pay them $200.00 to get out of the contract,when they've already broken it(poor if any service).I also plan to contact the FTC (Federal Trade Commission),this is the third ?,fourth time I have contacted you on this.With NO results from their end,DON'T care about service only the money.

Product_Or_Service: Internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

They come and get their equipment,and I pay NOTHING.And I can go to DISH network where I have service from them (tv,soon phone),something else hughes didn't want to bother with helping us get connected(send someone to help),as dish will.

Business

Response:

August 6, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted] In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. Relative to [redacted]’s concern, at the time [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “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.” After further review, our offer still stands and we would need to send a technician to [redacted]’s site to uncover any underlying issues with his service. Hughes can create a complimentary dispatch. Unfortunately, we are unable to contact [redacted] with the evening or daytime phone numbers on the account. If [redacted] still wishes to cancel his service; Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. We attempted to notify [redacted] of our decision on 08/06/2014. [redacted] would need to contact me at the number below to bring closure to his concerns. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] 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: It does NO good for me to call them to fix the problem as they claim ?, as it continues

to exist regardless of what they claim it's resolved (NOT). MY computer is still freezing in the middle of banking,etc,dowloading

taking 10-15 minutes to do so. As long as they continue to bill me for nothing, I will continue to report them to you and the FTC.

Unless they come and take their equipment out (NO money out of my pockets),these complaints WON'T STOP / MONTHLY.Regards,[redacted]

Business

Response:

August 19, 2014 [redacted] Trade Practice Consultant Revdex.com1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted] In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some additional concerns regarding his HughesNet service. After further review, our offer still stands and we would need to send a technician to [redacted]’s site to uncover any underlying issues with his service. Hughes can create a complimentary dispatch. If [redacted] still wishes to cancel his service; He would need to contact me directly for CANCELLATION. Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. [redacted] would need to contact me at the number below to bring closure to his concerns. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] 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 will pay NOTHING for service that i'm NOT getting,They're free to come get their equipment.

But I will NOT pay a penny for it,they broke the contract by not providing constant un- interupted service.I recently got a notice

in the mail $-71.00 ? (no pay ?),I'm at home M-F 9am to 2:30PM (when I leave for work).Phone ####-###-#### (new / changed companies)Regards,[redacted]

Review: Have been trying to cancel and not do bussiness with this company since March.

Have called three times to have them send me the carton to return equipment.

While waiting for the equipment they turned my account over to a collection agency.Desired Settlement: I want to return thier equipment and never deal with them again.

Business

Response:

June 19, 2013

Review: I moved and have not been able to get ahold of them to set service up. I have called 8 times being put on hold each time and never speaking to anyone.

When I signed up for Hughes Net internet service I was told my kids could use it for gaming, it does not work. I called several times each time being put on hold and never speaking to anyone. When you sign up for the service you get someone from in the states they answer the phone and are very eager to get it installed. After this when ever you call about a problem or question you get someone out of the country who cant help. I moved and suspend the service, they started the service back up deducting money from my checking account with out me setting service back up. I have called over 8 times since I moved back in November and each time I'm put on hold for so long I have to hang up. Last time I spoke with them I was on hold for 50 minutes before I spoke to someone and he couldn't help me. He just tried to get me to sign up for another service from them. When I told him I was not happy with their internet service and it didn't work on gaming he said it only works on certain games, how come know one told me that when I signed up? How am I suppost to know which XBOX games work on it? When I told him I didn't want their internet anymore he said I would have to pay $375.00. I told him you already deducted 2 months ($107.00) and I don't even have the service at my house. When I have called to set it up I cant get through to anyone and now I have to pay you more money. He then put me through to someone else who said he would knock it down to $200.00. If I pay this it would be a total of #307.00 all together,for nothing. I don't think I should have to pay anything I told him. That called last for 1 hour and 45 minutes. I have 8 phone bills showing calls I made to them, I was always put on hold and after about 20 minutes or so I would have to hang up because I was either at work or was having to take care of something at home. When I tried to tell them your internet didn't work very well at my old house and gaming didn't work all they tried to do was up sell me on some other internet product. I planned on having the internet hooked up at the new house even know it didn't work well and the gaming didn't work. But after I called over 8 times and never got to speak to anyone, and then they took it upon them selves to draw two months premium out of my bank account on January 1, 2013 I decided I don't even want it hooked up at my residence. I feel it is unfair I have to continue to pay for a service that don't work and I couldn't get hooked up. I informed both men I spoke to this was the worst customer service I have ever dealt with in my life. Once they have you locked into a contract they know longer care if their product works or even does what they promised, or that you can get ahold of them. It is very frustrating that when you do finally reach someone they are from out of the country and can barely understand what you are talking about. They just try to keep reading what ever script they have written down, they really don't want to deal with your issues. I wouldn't recommend this company to anyone! I have been in customer service for over 20 years and this is by far the worst company I have ever dealt with.Desired Settlement: I want to be let out of my contract with out having to pay any money. I feel Hughes Net should refund the money they deducted from my account.

Business

Response:

March 22, 2013

Review: HughesNet debited $100.18 from my [redacted] account. Neither my wife nor I authorized such transaction. During initial setup for Internet service, the customer sales representative stated HughesNet would not charge any fee(s) for installation. We were clearly charged. My wife proceeded to call the company for a resolution. The customer representative was not very helpful and was very rude. In the end we didn't receive a full refund, nor apology, nor an answer to why they have treated us in this clear and rude manner.Desired Settlement: We feel that it is very appropriate and warranted that HughesNet issue us a refund, but further more they issue all the customers they have wronged in any way a public and heartfelt apology. My family rightfully believes this is no way, morally or legally, you treat a customer and definitely a member of the Armed Forces.

Business

Response:

March 18, 2013