Hughes Network Systems

Review: I barely had the service just a few days. We cancelled right away because we were lied to the girl told me were getting 20GB of service and it ended up to be 10GB that were used up in 2 days with nobody home most of the day!!

I had asked what to mail back and was concerned about my husband getting on the roof to get down the dish but the man assured me I didn't have to have him get on a letter just the modem and the power supply was all I needed since I had been told wrongly and canceled right away. Now they are telling me I didn't mail back a part and they told me I didn't have to go up on the roof to get anything. I am being charged $216! They also told me they cold have someone do it for $100

This is almost 6 MONTHS later they are charging me!!! They had told me my modem and power cord had to be back within 30 days..so why wouldn't this part that they are now asking for be the same?

Business

Response:

Review: First contact with HughesNet on Sept. 20, 2013 to resolve an overpayment on my end of $211.08.

Contacted again on October 10, 15 and 17, 2013.

On Oct. 17 they told me the monies would be deposited to my account in 1 to 7 business days.

As of Nov. 2, 2013, no monies have been deposited.

Contact on Nov. 2, 2013: told me funds had been released to my bank and I would have to contact my bank.

Contacted my bank on Nov. 2, 2013, US Bank, and no funds had been deposited into my account.

US Bank told me I would have to contact HughesNet to resolve problem.Desired Settlement: Refund-Credit Card Credit ASAP

Business

Response:

November 15, 2013

Review: Last spring we purchased a dish set up from hughes net. We were told by the person that sold us that we could get speeds of 15 gb per second and if we went over our 20 gb a month, our speed would never drop below 8gb per second. Our service worked well for the first two to three months. Then our service began to be so slow it is unusable. Our median speeds are .077 to 1.88gb per second. We have gotten to the point, we shut off our hughes net internet and use our [redacted] data. We use our cellular data constantly and use less than 5GB per month. We are told that we use our 20GB within a few days into our cycle, which is impossible. We would need to be downloading movies constantly to use that much. We aren't home enough to use it and when we are, we are using our [redacted] cellular, because the hughes net is too slow to use. This is by far the worst company I have ever dealt with on customer service. You are never allowed to speak with a manager and can't even get a service technician to come out, unless we pay for it. Even though we pay a monthly fee for repair service.Desired Settlement: I would either like to have a refund of the price we paid for the dish and our service cancelled, or have our service fixed so that it functions properly. When we first received service last spring it worked fine for a couple of months, but then stopped wor[redacted] properly. We pay for repair service, but have been told we will need to pay for a technician to come out. Why are we paying for a repair service then?

Business

Response:

February 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 support division of Hughes, we attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’ concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). We are unable to revise the Fair Access Policy.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustrations.

After further review, **. [redacted] stated her usage is being exceed but is unsure why as a result of her computer usage. Our Technical support did troubleshooting on 1/30/2014 and we would need for **. [redacted] to follow up with our support center using case number [redacted].

There are currently tokens added to **. [redacted]’s account. We would need to isolate the issue to see if it is a problem with our actual service or **. [redacted]’s equipment such as a router or computer. We left a message on 2/06/2014 and we are currently awaiting a return call.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: The entire time I have had their internet service I have had proble**. It is awful service. I have called to complain and wanted to cancel but was told I would have to pay a huge fee in the beginning so I did not cancel because I could not afford it. I also would be on the phone forever with nothing resolved. I called in March to cancel the service because I was tired of paying for something I never can use. I had been using my cellular data for internet because this service is so terrible. When I called I was told if I cancelled I have to send the equipment back because I am still under contract. Well some of the equipment is on the roof so I asked the guy how I was suppose to get it off the roof and he told me I had time to figure it out. I told him I was pregnant and not climbing up to the roof to take down equipment I had no idea how to take down. But basically I was told I could pay someone to do it. SO I finally gave in and let them send someone out to try to fix the internet issue. The tech told me the equipment was turned the completely wrong way because it probably was not installed properly. He said it was working when he left and I was able to connect to it. But shortly after it went back to being slow or not connecting at all. I went back to using my cellular data most of the time. I finally called again the other day and ended up being on the phone while I was at work for an hour. I was transferred to 3 different people. All I wanted was for my service to be cancelled without paying the now $130 fee. I understand it is a contract but I have spent hundreds of dollars on service that does not work. When I call I either don't get connected or my problem is not resolved. I was told I need to trouble shoot over the phone before they would send someone out again. I said no because what can they trouble shoot over the phone that could not be fixed by the tech that came out in march. I was offered for my bill to be discounted $20 a month like they were doing me a favor and that after the 4 months is up I can do what I want because the contract is up. I asked why would I pay more than the cancellation fee for something that does not work. They told me they were checking the signal and it was fine blah blah. Then they offered to send a new modem. I have tried this already and do not want a new modem. I made it clear I was done with this company and wanted to talk to someone who could help me. They kept saying they would send a new modem for free or if I did the phone troubleshooting then a tech for no charge for my convenience…I told them they are not doing any favors by sending stuff to fix something that they should fix. So in the end I was transferred to a manager named [redacted] who basically told me no one is going to tell me anything different because I should have called sooner. I asked him if he would love to keep calling and be stuck on the phone for long periods of time with the issue unresolved and he told me if something was wrong with one of his utilities he wouldn't wait that long. He has no idea circu**tances that have made me unable to call sooner. I also am not calling at 10:00 at night when I get home to deal with this over the phone. I asked him where I can go to file a complaint and he said "legal.hughesnet.com" I went on there later and all it has is their rules and regulations of agreements etc. There was not a space to file a complaint against the company or him. I did get very heated on the phone and have never been so upset by a company before. Once again I said if I cancel I have to get the equipment off the roof and I was told it is my responsibility. I kept asking to talk to someone who can just cancel my service that has barely worked in almost two years and just kept being told there is no one. After all this time on the phone while I am at work I was disconnected and did not receive a call back. I did receive an email saying something about my service being terminated and a bill being generated. I have no idea what they did but I do not want to pay for this.Desired Settlement: I just want my service with the company cancelled without paying the fee.

Business

Response:

July 18, 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 about her account and is seeking the early termination fee waived. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. ”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, unfortunately we will be unable to waive the remaining early termination fee of $54.40. Before cancellation, Hughes determined **. [redacted]s’ service was within the parameters of her service plan. 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] may contact me 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. Sincerely, [redacted] Executive Support ###-###-#### [email protected]

Review: I signed up for Hughes Net internet services on 3/15/13 & installation was performed on 3/17/13. I was told in my (verbal contract) that my monthly bill would be $39.99 for 3 months, plus an additional $9 for equipment charges. After 3 months my bill would increase to $59/ month. This is an automatic monthly draft & charged to my credit card.

I have had multiple proble** with the "fast" download speed in which they advertise, as well as each month my bill is a different amount. The following are the monthly charges to my credit card:

March: $48.08

April: $58.13

May: $58.13

June: $57.02

July: $76.18

Aug.: $71.18

Sept.: $89.89

I have made multiple calls to the company about my dissatisfaction about the speed that was advertised for uploads / downloads, as well as the rising cost of service when my contract stated $59. As you can see, each month is a different amount. They had no explanation for that when asked.

I contacted Hughes Net 8/19/13 about the bill of $76.18, the representative that assisted me said they would "upgrade my service" to the Power Pro Plan & that would provide me with 15gb /month, as well as increased speed, all for a LOWER amount of $51, and she stated that she was able to do that to please a dissatisfied customer.

I received a new bill (for Sept) and that amount was for $89.89, NOT $51.00 as previously discussed in August. I called the company back & finally spoke to the Billing Supervisor, [redacted], who told me the best he could do is downgrade my service to the previous "Power Plan" for $59.99/ month & said he would have to review the previous conversation from August. (The confirmation # for that change in Aug is #[redacted]) "[redacted]" said he would email me a confirmation of the change made today but I have still yet to receive it. I feel this business is misrepresenting their clients and overcharging their customers month to month. The representative I spoke to in Aug even said they were able to make these lower rate changes to customers calling to complain! (Even though I have yet to see a lower bill) this is a 2 yr contract with Hughes Net and I am very dissatisfied with their unprofessional service.

Can you please advise me what action I can take, if any? This just see** very unfair from the original contract fee of $39.99!

Anxiously awaiting your response, [redacted]Desired Settlement: From the phone conversation on 8/19/13 to be on the Power Pro Plan of $51.00, confirmation #[redacted]

Business

Response:

October 31, 2013

Review: I called Hughes net and talked to a lady who told me that I qualified for a higher plan for 59.99 because of my credit score. She told me my final bill would be 64.50 for 2 years and that I wouldn't have to pay any rental fees. I had it installed on 8-27-13 and when I got home it didn't work. I called customer service and talk to the technical support department. They told me I was on a lower plan for 74.50 a month and I was only getting .5mb when I was told I would get 10 mb. I spent an hour on the phone and it didn't end up working. I called back tonight and spent 2 1/2 hours on the phone during which I had to call back because the guy hung up as he was telling me that he did see in their notes that I wasn't supposed to be charged that much. I called back and had to talk to someone else who said there was nothing in the notes!! I am very mad because I was lied to about my plan and the monthly cost and the customer service was awful!!! I am beyond frustrated with this whole situation.Desired Settlement: Give me what was originally offered to me and quit treating customers terribly!

Business

Response:

September 25,

2013

Review: Prior to moving, I had problems with HughesNet service where unexplainable loss of usage percentage, one at 56% and another time 71% that registered 0%. Thus my service/connection was "limited" and connection speed reduced. In addition, I would get errors of "server problems connecting" to my accounts online; which is critical because I publish websites as well as make payments and communication with my personal accounts. After a lengthy time, the tech support got my service working correctly and then provided "tokens" to make up for lost usage percentage. Also, when I upgraded my system to Generation 4, with more usage allowed; HughesNet, without consulting or notifying of such - restarted my contract back to zero with a new contract [without my agreement or signature] for a full 24-months as if I had just started with their service.

On August 1st, I moved to new location [[redacted]] and a dish/connection was established. Within one week I had once again had problems as previously described and spent three hours on the telephone trying to resolve the problem. A technician was supposed to notify me during the first problem and when I called daily for three days they kept stating that I would be contacted the following day. I had been paying a little less than $100 for this service that I was not getting. A few days after installation, I called about the server connection problem and sporadic "limited" situation and the installer had not installed the satellite system correctly and a cable wire was dangling off the roof and banging on the side of the house. [Case #[redacted]] - when I called about the improper installation, the tech told me that I would be charged for the installer to come out again. In addition, I waited for two weeks for a technician to call to let me know when someone was to come and fix the installation problem and exchange the Hughes 1000 electronic system to see if that was causing the erratic service - despite several phone calls, I still waited for service. The last time I called was August 21st, and was told the installer did not come by because someone misplaced the order or wrote it up wrong - and despite complaining to a supervisor, was told I would still be charged for the visit of an installer to fix something because of improper installation. I still had sporadic "limited" service despite having enough usage percentage. By this time I felt that they had not only wrongly extended my service contract, but since they refused to take care of the problem; whether it was a mistake or not - I was paying for service I was not getting. Today I send their equipment I was leasing, as instructed in a correspondence via UPS. I received a statement/letter stating that I had to pay $310 for breaking the contract.

All this time I tried to be patient, but after months of problems and refusal to fix the installers mistake without charging me; as well as having trouble accessing important accounts that I use to pay online bills; as well as putting me behind in working with my websites - HughesNet was not holding up to their part of the contract and they wrongly extended my contract just because I had upgraded [which they did not do the last time I upgraded]. I now have a service where I have unlimited access/usage and pay half of what HughesNet charged.

I am living off a social security check - and certainly cannot afford to pay for service that is so expensive as well as so inefficient and costing me time and money and problems with online account access.

I have no problem sending back their equipment [will ship today at nearest UPS drop center] - but I am not going to pay for a contract fee when the contract was wrongly extended as well as the fact HughesNet service was not acceptable and I was not getting what I was paying for.

The case numbers for the conversations were: #[redacted] and [redacted].

I ended service on August 21st but had already paid for service to October. I owe nothing and should not have to pay.Desired Settlement: Equipment mailed back to HugesNet and I should not have to pay $310 or anything for a contract that was nothing but a headache and wrongly extended. I no longer want to be contacted by them and want this to end.

Business

Response:

September 30, 2013

Review: Had 30 day trial with company for internet tried to cancel due to dissatisfaction with product! Tried to cancel they repeatedly !

Service to hughesnet wireless internet was purchased on 1/12/14 and we tried to cancel before the 30 trial was up and company would not allow us only tried to give incentives! We canceled service and they now want to charge $400 termination fee! We have been trying to disconnect ever since we obtained their service! We want to return their equipment n pay for service that we received but feel we were trapped into a situation that we wanted out of!Desired Settlement: We want no settlement only for them to waive termination fee which we should not be liable for! We tried to cancel service before 30 trial was up n they refused! We were misled and don't think we should pay $400 to terminate something we tried to cancel !!

Business

Response:

April 11, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 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. After further review, Hughes will cancel the account without penalty. We would need for **. [redacted] to contact me at the number below with her preferred cancellation date. In addition, **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. diagnostic Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

First, we were sold and charged for internet speeds that we were later told was not feasible in our area. And when technical support was contacted to resolve the issue, the technician slowed it down even more than it was, and then was giving all kinds of excuses as to why it couldn't be fixed; never once offering to talk to someone else who might know how to fix it. Then when I contacted the sales department to cancel the service, I was transferred 3 times, then given another number to call, where I was promptly placed on hold. I repeatedly told the sales person I wanted to cancel the service, until which point that I was so frustrated, I was crying and yelling at him. And when I asked to speak to his supervisor, he wanted to know why! After I finally got thru to him that nothing he was going to say was going to change my mind, he informed me that I would have to crawl onto the roof of my 2-story house to take the arm off the dish and send it back to them. I told him he could send someone after the equipment because I am not able to get on my roof! He informed me it would cost me $100 for someone to come get the equipment. That's when I told him I was filing these complaints.

Review: We have had problems with Hughes Net since our service started two and a half years ago. It's extremely difficult to get in touch with customer service. Once we get in touch with them they do not seem to understand the problem nor do they solve it. At one point we were told that our service wasn't working due to weather (weather was sunny and clear); so the man then said it could be a mosquito on the satellite dish. Now we are being told there is a limited amount of data allowed on our internet usage. This makes no sense to us, it's not cellular service it's Internet. It's only June 14th and they have cut our internet. We've paid the bill on time so we asked what happened to our internet. We were told we're downloading music and pictures, which we haven't done. But if we had, why would our rate of service change? We aren't using the internee any more than we normally have in the past. But Hughes Net has slowed our signal so now we are being charged by our cellular service exorbitant fees because we don't have access to our own wifi. After being told by Hughes Net roaming fees apply, again, making no sense as we are in our home, with the satellite dish attached to our roof, and they are not a cellular company. The customer service agent provided tokens??? And upgraded our plan for three months without additional fees. Here is our problem: what happened to our service in the first place? Why are they slowing us down when our usage hasn't changed? All we have wanted was to get out of our contract an cancel service, but we can't due to the cancellation fee. Our service contract ends in November, but we are so tired of being scammed we just want our service cancelled.Desired Settlement: We want to cancel our service without any early termination fees and to be able to send them back their equipment without any fees. I don't want my bank to e charged any further by Hughes Net. I just want out of their contract and to cancel service once and for all; no fees or strings attached.

Business

Response:

July 2, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, 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 November 21, 2012. On June 16, 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 $145.00. 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 issued a credit of $145.00 to her account representing the early termination fee. Our records indicate, that the account is canceled, we have received the leased equipment successfully and a refund of $122.49 has been issued 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]

Review: I cancelled my service with HughesNet. They sent a prepaid box and label to return all equipment. I returned everything they said needed to be returned. 3 months later I had a $214 charge to my card. After spending a hour and a half on the phone with them they said they could not refund my money until I provided a tracking number for them. I never had a tracking number. THEY are the ones that issued the prepaid return label so they are the ones with the tracking number. The customer service rep was very rude and not not helpful at all. It is very unfair for them to charge that amount when I returned everything piece of equipment back to them.Desired Settlement: I just want my $214 to be refunded back to my card. I did everything they asked.

Business

Response:

November 1, 2013

Review: Hughesnet damaged my sprinkled system during installation. They have been giving me the run around n it is getting hot n unable to use it.

Hughesnet installed the dish in my yard when if was still cold out and I was not using the sprinkled system. When it got warm I tried to turn on my sprinkler system from in the house n it turned on then shorter out. When I went to the main line to see what was wrong one of the pistons had snorted my indoor system so I turned the attempt on manually when I turned it on one of my zones would not come on but I left it on and after a minute or so it was shooting dirt out of the ground. When I went to look at it there was water shooting out from around the hughesnet dish. I called Hughes net and they have been giving me the run around for the past month stating that they have to investigate with their sub contracted installers. Itvhas been a month and I am unable to use my system so I have to try to hand water my grass which is ineffective and causing me to have a higher water bill.Desired Settlement: I am requesting to have my system repaired or be reimbursed so I can hired someone to do it.

Business

Response:

May 7, 2013

Review: Hughesnet product doesn't work as advertised.

I contacted Hughesnet after seeing several of their commercials advertising 15mbps internet service. I previously was only able to get DSL and the top speed was 3mbps. I thought an upgrade would be nice. When I contacted Hughesnet they insured me that their product would improve on my home internet service. Immediately after the installation I ran speed test and noticed the service was extremely slow and glitchy (off and on). I contacted Hughesnet and they told me that it may take a few days for the service to work properly. Ok, I waited. After many days of struggling with the system not working properly I switched my internet back to DSL, which worked much faster. Because my schedule was very busy I didn't contact Hughesnet right away but when I did call them to cancel they informed that I would have to pay a cancellation fee of hundreds of dollars. I explained that their service has not worked since it was installed and asked them to close my account and remove their product. Hughesnet offered to send a technician to my home for time and materials. I informed them that I wasn't interested in paying them anymore and if they wanted to check their system they could send a representative to my home at their cost. They did send the technician out and he said that I shouldn't expect Hughesnet to work as well as my old DSL service. Why would I want to pay more for worse service? I contacted Hughesnet again and they said they would get back to me and I have not heard from them. I simply want to cancel my account with no cancellation fees and have them remove their dish from my home and seal the holes in my roof.Desired Settlement: I simply want to cancel my account with no cancellation fees and have them remove their dish from my home and seal the holes in my roof.

Business

Response:

October

17, 2013

Review: From [redacted]

I would like to put a complaint on Hughes Net Internet service.

To Who It May Concern,

I am [redacted], sister of [redacted], I am writing this for her due to her eyesight. Oh or around March 9th of this year payment was sent to hughesnet, for the Month of April's payment, because they required a month ahead payment. I called them a couple a days after I sent the payment, after seeing my doctor, about eye problems I was having, and I ask them if they would cut the service off that day, and wave the termination fee of $280.00. Because the doctor said my eyes would not get any better if I kept using the computer. I told them I would sent a statement from the doctor, they said they would not cut it off until they got the letter, and they also said they would called me when they received the letter from the doctor. My doctor faxed it that day and got the confirmation that it was received. I waited about a week and called hughesnet , they told me they would credit my account with $140.00 of the $280.00 of the termination fee. This was around March 15th. They said they would cut it off on April 9th, I ask them once again to turn it off that day. They said they wanted to give me a chance to change my mind, and then they would turn it back on during that period for $25.00. I repeated for them to turn it off that I can't see it and I want change my mind. They said the cut off date was April 9th and hung up. I called them again on April ninth and ask where my bill was and the amount. They said I would received my final bill on April 24th. I received it and they didn't removed the month ahead payment off the bill. The bill was $140.00 so I called them again. I couldn't get the technician to understand that they owed me a month payment $69.89. So far everyone I have talked to at hughesnet had a foreign accent, and it was impossible to get them to understand me. I asked to talk to a supervisor, I tried to explain all that has happened to him, He just said "well we will just take the $140.00 back and you will owe all of it" meaning I would owe the whole amount of $280.00. I said "well that's not right" but he didn't hear me because he had hung up on me.

Since I asked them to cut it off in March and again in April and both months were payed and with the 140 dollar credit I think we are even. The computer service was not used after March ninth.

Thank you,

[redacted]Desired Settlement: Even

Business

Response:

May 02, 2013

Review: I opened an account with [redacted] and they bundled HughesNet for my internet provider. I was promised a 6 Mb minimum download speed. The salesman said that the only problem at that speed would be online real time gaming. I specifically asked about streaming [redacted] and if I could stream on 2 devices at once. He said yes.

Once it was installed and plugged into my router I was streaming [redacted] through a brand new 3D [redacted] Smart DVD player. Every 5 mins [redacted] would Buffer for 5 mins or longer. [redacted].com home page took 17 seconds to load up.

I called to have the issue fixed. I kept hearing platitudes like "I understand" and "I'm sorry about that" in every sentence as if it was a televoice response. I was told that the equipment had to "get used to the environment" and it was because my router was old. The router worked just fine with my last internet provider. They had me log onto their website to test the speed with the ethernet cable plugged directly into my laptop and the speed increased. I then plugged the cable back into the router and the speed test was as fast as when tested with the cable plugged directly into the laptop. All my devices were faster. It still seemed slower than what I was paying for.

Almost as soon as I hung up the speed began to slowly go down. My girlfriend called this morning and they had her run through the same drill with the exact same results. I called [redacted] and filed a complaint with them about this service provider they were pushing. I will also go to [redacted] and several other sites to file my complaint also.Desired Settlement: Inform others so they do not have to use their time and money to experience the same poor service and unwillingness provide a service they advertised.

Business

Response:

August 08, 2014 [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, it is our understanding that [redacted] has some concerns regarding his HughesNet service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” After further review, [redacted] has cancelled his account and a refund of $70.31 was applied to the credit card on file. [redacted] may contact me with any additional questions at the number below. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

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

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

Review: I was told on 2 different occassions; by 2 different people that I would be credited $69.99 for a monthly charge that should not have been deducted from my bank account. It has now been 2 1/2 weeks and I still have not received my refund.Desired Settlement: I would like my $69.99 credited back into my bank account.

Business

Response:

I am a current customer of HughesNet. They were "contracted" to provide internet service for me in Mandaree, North Dakota, and the corporate offices are located in Germantown, Maryland. My service is unreliable and totally inadequate for our current age of technology.
I have grown tired of the delays from their satellite service. I have grown tired of their dropped internet connections. I am sooooooooooooo tired of their slow internet connections. Oh, they have a "fair use policy" that limits your use of the internet and then charges you to access more data. What is fair about that? It is merely a measure designed to rip-off the consumer. You don't realize just how bad the internet service is until it is installed and you are under contract for 2- years. I can't believe I have internet service with a satellite dish and that provides such miserable service.
Some of the real estate internet sites that I have tried to use cannot be accessed due to the poor quality of internet service. The features for these real estate sites will not even allow me to search the listings due to the delays in my internet services. I am traveling this summer and in using the wi-fi provided by the hotels, I AM ABLE to access and completely use the real estate sites that I can't use at home. AMAZING! ABSOLUTELY AMAZING!
At a rate of nearly $92.00 per month, I do expect to have access to the internet when I want and that the quality of internet service is the same that the rest of the nation enjoys. Obviously, the poor quality of internet services in the more rural areas remains poor; while, the services in population centers receive are probably reaping the benefits of investments and better service. I don't expect the Revdex.com to do anything and I am considering using social media to spread the word and, hopefully, improve rural services. Customer service is a joke, too!

Review: I was recieving internet thru hughes I was dissatisfied with it after they repeatedly messed me out of my promised rebates numerous times and lied repeatedly.. so I had called since I was in a contract to drop my service package down and run my contract out till it was fullfilled...no call was returned to me so I could do this instead I call them back myself after not hearing from them and I was informed one of there workers took it upon the**elves to cancel my contract without my permission or even speaking to me.. and are now telling me I owe them over 500 bucks for a contract default.. I dont think so.. I did not cancel anything they voided my contract by allowing someone other then myself cancel my own contract... I returned all there equipment I will not pay them a dime...I want the harrassment from them to stop and the false report they put on my credit to be deleted asap.. or I will take them to court over this matter.. this is a terrible company with terrible service and even worse customer service you are told so many lies..different ones every call you make to them.. I am done with them.Desired Settlement: remove the false reports on my credit..stop with the harrassing calls and mails..I owe them nothing and they will get nothing from me.. if they continue I will see them in court.

Business

Response:

December 31, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 20, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding cancelation of her account after she reported her account had been terminated in error on August 15, 2013.

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

Our records indicate that **. [redacted]’s account was first activated on August 3, 2011. **. [redacted] account was upgraded to the new Gen4 hardware and service on December 18, 2012. **. [redacted] contacted our billing department on July 5, 2013 to inquire about rebates and her account. **. [redacted] was disputing charges and the account became canceled. **. [redacted] is requesting we reverse her last fees and stop collections.

Considering her overall experience, Hughes has agreed to credit **. [redacted]’s account for the $340.00 early termination fee and service credits for charges after July, 2013, in the amount of $572.42 on December 31, 2013. Hughes removed **. [redacted]’s account from collections, waived the claim, and ceased all collection efforts.

While Hughes does use a collection agency, Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts.

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

Sincerely,

Office of Executive Support

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

Review: I had hughesnet installed at my home in May of 2013. The dish was installed on my roof above my daughter's bedroom. About 10 months later, we were doing some cleaning and moved some stuff and found the wall covered in mold. I contacted hughesnet about the situation. I was told that I would get a response within 3 business days. 2 weeks later I still did not hear anything, so I had to take time out of my busy scheduled to contact them again. Spoke with another supervisor and was told that I would hear something within 72 hours. Still nothing, again a couple of weeks went by and I finally made time to contact them again and see what the issue was and spoke to another supervisor. My damage complaint was denied because it was past the 30 days after installation. It takes time for mold to grow in the walls, so I feel that I should have been compensated for the damages that were done. Now not only am I having to keep paying hughesnet and constantly having issues with the services, but I am having to save up money to replace the walls in my girls room. I am also very concerned about their health, because mold is not healthy. This remodeling will not come cheap and all hughesnet could offer me was $150.00 in credits. Now they are telling me that I would have to pay $250 to cancel my services. I am not satisfied at all with the customer support that they provide, nor am I happy with the services. I am a full time online college student and I am paying $25,000 a year to go to school and half of the time I can not get my work done, because the services are not working and I have to go sit in the library parking lot in the middle of the night just to get my homework done. I pay a very high monthly fee for the worst services all around. I also asked what it would be to purchase my modem, and I was told that I did not have that option since I did not purchase it at the start of services, so I have to pay $300 in a 24 month period in rental fees. This is not how a company should be ran. NOT SATISFIED AT ALL WITH THIS COMPANY!!!!!!Desired Settlement: For all the trouble and torment that I have been through with this company, I feel that I should be able to cancel my services without the early terminiation fees and refunded for all of the modem rental charges. I do not think this is to much to ask considering all the money that I am having to spend to repair my home because the dish was not sealed properly.

Business

Response:

July 17, 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 about her account and is seeking a the early termination fee waived and modem fee waived. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. After further review, In light of **. [redacted]’s issue Hughes can create a complimentary dispatch for a technician to arrive on site to check **. [redacted]’s system components. We have also applied $20.00 off for (4) months to her account. At this point, Hughes will be unable to waive the early termination fee or issue a refund for the lease fee equipment. **. [redacted] would need to contact me at the number below if she would like for Hughes to create a dispatch for a technician to come to her site. 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. Sincerely, [redacted] Executive Support ###-###-#### [email protected]

Consumer

Response:

Although I am not satisfied with the response from Hughes, I will accept the offer. However, word of mouth is a powerful thing, and it is unfortunate that I am having to deal with these issues on a daily basis. 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've had Hughesnet for approximately 3 months. Since the beginning I have not received the best service. I was told that the internet would support streaming (interactive classrooms for my home schooled children) I reported how slow the service was and that I had to start taking my children to a library to complete assignments. When I spoke of canceling the service my calls were conveniently dropped. When trying to send an email detailing an issue, an error would appear after submitting. I have approximately 10-15 calls complaining to Hughes Net and [redacted] about the service. The biggest issue I have is that my children are home schooled. According Hughesnet, their satellite service doesn't support this level of streaming. The technical support would never cancel my account, they would give me free tokens and say things like " I don't understand what you mean." This would occur every time the trouble shooting didn't work. I would also get hung up on or calls "mysteriously" dropped. Today I spoke with someone about my dissatisfaction in the service once more and didn't want to trouble shoot as I had just done this 3 days prior and paid for a 3rd party service they recommended to clean my systems and he cancelled my account and charged me $370 and hung up on me!Desired Settlement: Clear statement that the service isn't as reliable as it is advertised. (I received this service through [redacted]). Customer Service is lacking and pretending to not understand the customers concerns because of a language barrier needs to addressed. Additionally, true customer service on the online community would be nice. 10,000 people can't possibly be wrong. This service isn't a good one. The attempts to trouble shoot are nice but the same method has shown to be in-effective time and time again and there isn't another method used. Also a sincere apology for misleading customers and poor customer service!

Consumer

Response:

From: [redacted] <[redacted]>

Date: Tue, Jul 15, 2014 at 9:56 PM

Subject: #[redacted]

To: [email protected]

The issue has been resolved with Hughes Net. I received a call yesterday to offer refund on the early termination fee.