Hughes Network Systems

Review: They company installed defective parts and I have not internet service since the august installation.

Hughesnet installed internet service in August. I informed that we could not get internet service and something was wrong with their equipment. After several weeks they finally sent out a service representative. After he left, we still could not get the internet. I called and complained and even requested my money back. I was told that I would be charged if anyone else had to come out. I purchased a hotspot and stopped complaining for a few months. I resumed complaining in November and December. I was told to troubleshoot and again for the 20th time I tried to explain that the hughesnet cable was defective and would not stay in their modem. I explained that I could not troubleshoot. I again requested a service representative and was told no. On 12-19-13 I requested to speak to someone about terminating the contract since Hughesnet had scammed me out of 400 dollars thus far. It was then that a [redacted] realized that the wrong parts were placed on the modem. All new equipment is being mailed out and guess what, I AM EXPECTED TO INSTALL IT MYSELF. Something I paid them to do and it was not done properly. Worse people ever. I realize I am 80, but I assure you I am not an old it, these people placed defective equipment in my home and now charge me every chance they get to remove it. My account number is [redacted]. The phone number associated with this account is ###-###-####. As a military retiree I am proud to pay my bills on time, I still expect to get what I pay for , but I guess that time is long past. I was given a Maryland address for this company headquarters by calling the toll free number and trust me that took 20 minutes. I have since found out it is just a mail dumping ground, which is typical of a immoral, unethical, company that legally steals from their consumers.Desired Settlement: I want my monthly payment backs for the months I have not had internet service. I also want the installation fees to be refunded, since the equipment was not installed properly. I want the contract to be ended, without penalty as they are a unethical company with the worse customer service.

Business

Response:

December 27, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

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

In light of the difficulties **. [redacted] experienced with our service, Hughes has issued credits to the account in the amount of $148.22.

We have also sent **. [redacted] a modem and different power cord. If **. [redacted] needs assistance with installing the modem he may contact me at the number below. **. [redacted] did not pay an installation fee.

We left a message notifying **. [redacted] of our decision on 12/27/2013.

We sincerely apologize and 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: Actually the The Primary Nature of the Complaint is all of the above mentioned I had trouble finding the right one so I checked any one they violated all of them it seems had problems in the past with them had to contact Revdex.com before and or Attorney General This Company Lies wont Cancel when called tried to bill a month later when canceled sent me a 370 dollar bill for early cancelation fee which was not agreed on I was not under a contract with them they lie over the phone if they say I was under contract they LIE now they send me collection agency letters if they do have my ssn number and trying to ruin my credit They will not get 370 dollars actually they owe me money but they are trying to bill my credit card. Next step is Attorney General Complaint they been calling my cell using up my minutes harassing me sending letters in the mail that go in the trash bag they will not get no more money out of me they took enough when I was using their services paying for something I was not getting paying for 4G but getting 2G speeds They are Criminals sent me a older model modem I also plan on going on the rip off report also.Desired Settlement: Request that any and all so called fees be canceled, like your so called cancelation fees stop contacting me stop annoying phone calls cancel all collection attempts other Desired Outcomes will be brought up with the Attorney General of the State of Maryland

Business

Response:

September 27, 2013

Review: We called HighesNet at their 1800 number to request info for internet. We advised them we need something powerfull enough to run Neflix as this was the primary reason for the service. We were advised that their internet would operate neflix no problem. We were quoted a price and advised there was a commitment period but that we had a month to try out the services. They came and installed the services and for three weeks we had near perfect internet. During the middle of the third week our internet was interupted. We called Technical support and were advised that we had exceeded our data plan. FIRST PROBLEM: We were not advised that there was a data download limit. They offered to bump us up to the highest package. We told them we were displeased with the misrepresented information and advised we would consider it. We waited for our data to reset for the next month and six days into the next month our services were interupted again. We called technical support and once more we were advised that we had exceeded our data download limit. We told them it was impossible since we were only six days into the month. They advised it was no mistake and that we had, in fact, exceeded our data plan. We were then advised that our internet lasted three weeks the month before because the first initial 10 days were free. SECOND PROBLEM: In order to lock you into the contract they give you free internet for a portion of the first month to make you think you have plenty. So when your into the second month, and locked into your contract, it's too late to back out. We demanded to cancel the services becuase of all the misrepresented information and they now want to charge us a $400 cancelation fee.Desired Settlement: Cancel our services with no cancelation fee.

Business

Response:

April 17, 2013

Review: I pay each month and seldom receive internet speeds advertised. Customer service does not speak english. Now they started blocking my VOIP.Desired Settlement: Quick blocking my VOIP and supply speeds advertised

Business

Response:

March 5, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# 9925343

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 her service.

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.

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

After further review, we would need to speak directly to **. [redacted] regarding her VOIP concerns and troubleshooting.

**. [redacted] would need to contact me at the number below for troubleshooting.

We have issued a one-month service credit to her account in the amount of $59.99.

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: Hughes Net is providing our internet service, under contract beginning 6-21-2013. Our TV is wifi and one of 5 devices that were to be installed to receive satellite internet service. It has not received satellite service since 6-22-2013. The technical service department has been contacted in July and August 2013. Technical support was unable to resolve the problem and gave no other options. A letter was faxed on August 31, 2013 to **. [redacted], [redacted] Escalations Manager at ###-###-####. No response has been made.

Effective 9/15/2013 I am receiving no internet service whatsoever. I contacted Hughes Net technical support on 9/16/2013 and was on the phone for at least an hour with no resolution. My case number of this call is [redacted]. My account number is [redacted].Desired Settlement: Hughes Net is in breach of contract and it is now null and void. We are not receiving the service. Their technical support is unable to resolve the problem with our TV. I would also like my download and upload speed be tested to see if it is in line with what I am paying for.

Business

Response:

September

27, 2013

Review: After fighting for an hour on HughesNet's website to pay my past due bill of $37.29 I was not only charged that amount but $110.58 on top of it. I did not authorize this charge. The $110.58 is for a bill that is not due for a few weeks. I contacted Customer Services in regards to the unauthorized charge and after being on the phone (and on hold a lot) for almost two hours, I was told that I could have the $37.29 refunded (the amount I actually owed) but not the $110.58 that is not due for weeks. They refused to reverse the charge and when I contacted my bank, I was informed that as long as the charge is considered "pending" that the bank themselves could do nothing. As long as it's considered pending, HughesNet (according to my bank) can easily reverse the charge... the charge that HughesNet admitted was done in error. I've never set up auto-pay with this site but yet they charged an amount that I did NOT authorize. Nothing was resolved after two hours on the phone. This is not my first billing issue with this company nor is it my first issue in general with them. This is, however, the first time they have flat out refused to correct their mistake. This unauthorized charge has seriously hurt me financially. Granted, the amount will still be due in a few weeks but I'm angry that they can just take money from my bank account at will simply because I am forced to have a credit/debit card on file with the company. Again, I NEVER set up any type of auto-pay for my invoices. I get paid at odd times and I have to plan around that.Desired Settlement: I want the amount of $110.58 credited back to my account.

Business

Response:

September

18, 2013

Review: Internet services were not working. I called for assistance numerous times.

I needed internet to complete college courses.

Always put on hold over a half an hour each time.

When I tried to quit services was also put on hold or the phone was disconnected.

Often I was put on sales pitch line for Generation 4 by Hughes Net.

When I asked fro service or to quit the operators would hang up.

Completed the interview to quit the service 3 times and was told I would be transfered for a confirmation number.

Then the operator would hang up.

Hughes Net continued to bill me through my credit card.

I file a dispute claim through the credit card company.

Hughes Net refused to respond to Visa.

Charges were reversed. I had to get new charge accounts to stop Hughes Net from billing me after I quit their services.

Hughes Net would send bills to me with out explanation. I called them and was put on hold for over 30 minutes.

A year later Hughes Net sent me to a bill collector with out explaining charges.

Bill collecting service calls at all hours and insults me.

Hughes Net Service called from the Philippines. Operator could barely speak English.

She asked if I wanted service?

I request bill be adjusted stating I do not owe for services that were not provided.

Remove me from bill collectors harassment. Clear false bad credit report from my credit report.Desired Settlement: Have Hughes Net admit they did not provide services and drop the false claim that I owe them money

for services they did not provide. Take bad credit off my credit report. Stop bill collectors from contacting me.

Business

Response:

December 11, 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 haven’t attempted to contact **. [redacted] per previous request to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on October 22, 2009 and requested to cancel his service on March 1, 2013.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $228.20.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Insufficient bandwidth: I'm at they're max bandwidth of 20GB per month and haven't been able to use the internet like I did with cable before them.

We are a family of 5 adults and between us we have several devices that use the internet. Since I signed up with Hughes Net in November, I'm always running out of my 20GB of bandwidth by the middle of the month. I called many times every single month to discuss this issue. I've been on the phone with many techs trying to resolve the issue and haven't been able to. I tried to cancel the service when I realized that what I need is unlimited bandwidth, but they refuse to let me cancel without charging me an outrageous fee. When I spoke with the rep that signed me up, I told them what our activities were; [redacted] (movies), internet radio, videos & some online gaming. I feel they should have explained to me (I'm not internet savvy, so I didn't know about bandwidth and how it worked) that satellite internet is limited and 20GB was not going to be sufficient. I would have kept my local cable company and their unlimited bandwidth. Again, I didn't know. It took me several months of trial and error and upgrading my bandwidth plan twice (I'm at their highest plan now) to try to make this service work. I'm paying $111 a month for internet service that obviously does not meet my needs.Desired Settlement: I would love to get a refund of my monthly payments since November, since my whole family has been very upset with the Hughes Net. At the very least, I just want out of this contract. I'll never get satellite internet again.

Business

Response:

February 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on October 31, 2013. Relative to **. [redacted]’s concerns in regards to our Fair Access Policy, 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 10GB to 20GB per month. Regarding **. [redacted]s’s request to receive invoice billing at no additional charge, Hughe’s subscriber agreement contains specific language that states invoice billing is available but at an additional charge.

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. All customers are given 30 days to cancel without penalty. **. [redacted] was advised in detail as to how the service works and methods that could be used to achieve better benefits within the first 30 days. In addition, through troubleshooting it was determined that the service was operating as it should. 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. We have applied a one month service credit in the amount of $130.00 on the account that can be used to apply towards the early termination fee should she still wish to cancel the service. Additionally, **. [redacted] is receiving a monthly service credit in the amount of $30.00 for six months.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: we signed up for their satellite internet service and were quoted a price of about 65.00 a month with a 200.00 early cancellation fee if we opted out after 30 days and before the contract period ends. after a few days we noticed we couldn't use the net often and things were very slow loading if at all. we called to get service/help, they kept being rude, giving us the run around, or just hung up, we got no help till after the 30 day period through no fault of our own. second moth we were billed 85 instead of the 65. we switched back to our old carrier and called to cancel. my wife talked to them and it sounded like they offered her 100.00 early termination fee, she said that wasn't good enough and they dropped it to fifty. I find out afterwards they talked her down to 200.00 which was the original amount, but they tried to bill us double that. in my mind we shouldn't have to pay anything since they wouldn't help us in the first thirty days, and even if it should be 50.00, not 200.00. now they are auto deducting 200.00 from our checking account on 12/08/2013 which I can't stop unless I dispute it with my bank.Desired Settlement: no termination fees etc. or refund of such

Business

Response:

December 13, 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 his

HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the

account is registered Veronica [redacted] and was activated on October 8, 2013. On December 2, 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 $390.84.

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, our call center issued a credit of $200.00 to her account representing half of the early termination fee. In addition, we have credited the remaining $190.84 to the

account as a onetime courtesy and that amount has been refunded to the card on file.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

[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: We have had Hughes Net internet for about 7 months now. We have 16 more months on the contract. We first contacted a representative for Hughes Net about 5-6 months ago because it tends to not work at times. The lady was absolutely no help and pretty much had no clue why it was doing what it was. We barely use the internet and planned on using it for [redacted] since we cancelled our cable to just use [redacted]. When we FIRST signed up the representatives told us that we were going to get really good speeds and could run even [redacted]. We were unable to play [redacted], our wifi was extremely slow (sometimes it didnt even work!) and our internet would completely stop working at least once a week. My husband called and was told that whomever told us that we could watch [redacted] was lying (yes, the lady confirmed to him that we were lied to!). After about five calls, my husband spoke with someone about 2 weeks ago about our slow internet and why we cant get on [redacted]. The gentleman put my husband on hold for a few minutes and came on the phone telling him his supervisor told him that they were going to UPGRADE us at NO CHARGE. My husband, responded, "So, we will not get any extra charges, or have to pay anything?" The gentleman responded "Yes, that is correct." We were previously paying a total of $77.77 EACH month and for last month they took out a total of $95.59. I contacted them yesterday asking them why they charged me extra and why I wasn't getting charged my normal amount since the gentleman told my husband we wouldn't be charged anything and would upgrade for free. They told me that I was charged a prorate fee since I was upgraded. I tried to explain to them that they ONLY told my husband that we wouldn't be charged anything and would be upgraded for FREE so that meant we would still be paying our normal 59.99 +fees instead of the actual upgraded costs. I should NOT have been charged an extra $20 dollars since that was not the agreement. They NEVER once mentioned a prorate or charging extra. If they would've mentioned us getting charged extra, we would've NEVER allowed them to upgrade us. Yesterday, the guy continued to explain that for the next THREE months that we would have a $20 discount which will equal $80 that I have to pay and then after the THREE months are over we have to pay $101 for the upgraded service. Once again, I told him we should not be paying any more then what we were because the previous gentleman my husband spoke with told him we would NOT be charged and we were being upgraded FOR FREE. I have been LIED to two times by this company. I do not want to pay anything extra since that was not the agreement. This companies ran very poorly and I would like to somehow get out of my contract if possible. I believe they are not giving me the service they promised and told me that I would be receiving. I should not have to pay $310 to get out of my contract because I have been lied to and been unproperly charged when I was not supposed to be. I really would like something done. I am so tired of having to call Hughesnet each month because their internet service does not work.Desired Settlement: I believe I should be refunded the difference of money that they overcharged me on 5/12/13 (the difference is $17.82) and I should be let out of my contract since representatives have lied to me twice and I am not receiving the service I was promised. First lie, they told me I was able to get on [redacted] (I was not able to at all) Second lie, they told my husband we would be upgraded at no cost (FOR FREE) and would NOT be charged anything extra.

Business

Response:

May 17, 2013

Review: I ordered [redacted] around July 19, 2014. The very next day I called them to cancel because I realized I would not be able to afford it. No had come out yet to set or install anything up yet. They told me I had to pay for the cancellation. I am disputing this as I cancelled the very next day (within three days). I told them do not deduct any money from my account and they did anyway.Desired Settlement: Refund amount debited from my debit card.

Business

Response:

August 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his canceled Hughes order. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to his account. If [redacted] has an account number or phone number that can be used to access his canceled order per his letter, we will be able to contact him and attempt to resolve his complaint. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Can you say bait & switch. I was told that my installation fee was waived and that I had to pay $99 for a "spot" on the satellite. I am cancelling my service after 40 days and they are charging me a $400 early termination fee and will not refund my "spot" on the satellite. I have asked to cancel the service effective today and they refuse and said it will not be cancelled until the end of my billing cycle...this must be so that they can continue to bill me for service I'm not using. They also won't send me a box to send back their equipment until the end of the billing cycle. This is the absolute worst service I have ever experienced and the customer service people have apparently been trained on being obnoxious and argumentative. STAY AWAY FROM HUGHESNET!!!

Review: I am paying for 10 mbps service and have yet to receive that speed.

On 07/09/14 I called Hughesnet technical support to complain about my internet speed. While on the phone they convinced me to upgrade my service to 10 mbps speed. I made the upgrade and expected the speed to increase. After about an hour my speed went from around 100-400 kbps to 4000-5000 kbps. After about 10 days my speed went from 4000-5000 kbps back to 900-3000 kbps. I called customer support again and they had me do some things on my computer and it went back up to around 4000 kbps. After getting off the phone the speed went back down to 900-1500 kbps. I have yet to receive 10000 kbps that I agreed to and accepted to pay for.Desired Settlement: I would like to have my speed increased to what I am paying for. I do not have other options for internet service where I live.

Business

Response:

August 08, 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, we have created a complimentary dispatch for a technician to arrive on site and check [redacted]’s system components to uncover any underlying issues with his service. A technician will contact [redacted] directly with a convenient time to come to his site. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating at http://customercare.myhughesnet.com. [redacted] would need to contact me with any additional questions at the number below. [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]

Review: I had reversed a charge to this company on 1/25/2013 with no response, this was done because of their over charge of agreed costs. They never responded until recently shutting of my service. I have had exchanged numerous emails and phone calls but they have never resolved this. Finally they gave the credit and I reversed the payment back to them all through my credit card. Now they say that they did not get the payment, which is the the one I stopped on 1/25/2013, they think it was declined on 3/07/2013, that is how far back there custumer service is. The payment I reinstated on 2/26/2013 how long will it take them to realize this. There customer service is from [redacted], no one knows what to do I get a different person everytime they don't understand or have updated information, I have to hang up and re-call several times on each call to get a person I can understand. They gave me a fax number to send proof of the credit card reinstatement of the payment, I did that they told me to call back after I sent, when I called they could not find the fax. Last night I sent the 50 times to make sure they got it, no response yet, this morning I tried to sen it again but they have my number blocked. I sent it anyway by blocking my caller ID and it went through 7 times before they made the number always busy. They still continue to interrupt my service and send me notices. It like there is no supervision or humans operating this company.

The second thing is the service is always breaking down and is practically useless, they never give any kind of credit for the failed service which only works about 50% of the time yet they expect full time money.Desired Settlement: They need to recognize my payment and quit sending notices which come through every-time I try to go to a page. They are hacking in to what I am doing. Second they need to give some monetary credit for the lack of service and fix the service so it works properly. They should fix customer service so things get done and quit the practice of just putting off the customer by having us spend hours on the phone and having to sign in and start a new complaint every-time.

Business

Response:

March 22, 2013

This company told us we could use the product for streaming videos. They fail to inform you that a plan that costs $85 per month allows you to watch two movies for an entire month. I requested to cancel on day 40 and they stated it will cost me $400. They have charged me astronomical amounts of money and produced very little for that money. I can only use this service on the first day of the month. Then it runs so slow it does not work for what we got the service for. Their solution is to offer service between 2:00 am and 8:00 am. In order to afford a service like this you need to have a job, this means that you need to sleep during that timeframe. Obviously that is not an answer to the problem.

Review: Hughes network sent an incompetent installer to my home to install a wireless internet. The installer did a lousy job, did not have the internet working when he left. That same day my husband and myself called Hughes several times, letting them know it was not working. Finally after hours on the phone with them we told them to pick up their equipment we did not wasn't their services. We were told they would send someone out. No one has been here. Now they expect me to climb the roof remove the equipment and return it, or pay $200.00 to have someone to remove the equipment. I feel we do not owe them a cent, they owe us for the damage they did to our house.Desired Settlement: DesiredSettlementID: No settlement requested - for

For them to pick up their equipment and repair the damage to my home and to stop bothering me.

Business

Response:

April 25, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have 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 account was activated on December 29, 2013 and requested to cancel her service on January 2, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Hughes’ subscriber agreement contains specific language that states customers must return their equipment. “If you cancel within 30 days of activation:No Service Termination Fees will be charged. You must return your HughesNet modem, radio, and power supply within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).”At this point we have created a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned. Our records indicate that an order has been created to have a box and prepaid label sent to her. Once **. [redacted] sends her equipment back we will refund the 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. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

[redacted] stated in his response, that someone has been dispatched to remove the radio from my roof, as s a courtesy to me. That is not true. I have requested several times that a responsible service person be sent to my home to remove the radio, as I will not climb up on the roof to remove it. At 62 yrs old, I don't need broken bones from a fall. From the beginning I have received very lousy service, that is why I canceled the service so soon. The customer service reps have no clue. To resolve this all I ask is someone take all of their equipment back without additional charges to me.

Review: I contacted Hughes Net about their services. I asked the salesperson if the service plan he was offering would allow remote access capability and was told yes. I asked several times to make sure. I told him I wanted to access cameras remotely time to time. He said no problem. I have had a IT tech work on the issue for 2 days. Come to find out you cannot have remote access with the plan I was sold. I contacted customer service and was told I would have to upgrade to a business plan to be able to have remote access. I said I did not want to pay any more money because I was told it would work on the plan I was sold. I told them to cancel my service before the 30 day trial period was up. I was then told I would not get my refund until I disassembled their equipment and send it back to them. When the equipment was returned I would only get $200 of my $400 payment back. I am being punished because this company does not train their sells people or they know what they are doing. My time is worth something for taking their equipment down and returning it. I want my total refund for false advertisement.Desired Settlement: I want a total refund.

Business

Response:

March 18, 2013

Review: I tried using Hughes Net. It did not work from almost day one. I tried it for over two weeks and it did not work. I was told that I would have a 30 day free trial and if I did not like it it would only cost me the $100.00 for installation. I cancelled within the 30 days. I wanted to return the equipment. They talked us into buying the equipment instead of leasing it. I was told over and over again this 30 days trial would not cost me anything. When I tried to cancel the first time they talked me into using a faster system and that they would not charge me for. They also extended my 30 day free trial. I cancelled again within two days. The system was horrible.

I have called 5 times to get them to send me out a box so I can ship the equipment back. I keep being told that the box is on its way and I never receive it. Now I just called and they told me I had to send it back. I have no instructions or anything. Heaven help me if I just send it back , I will never receive my money. The total charge was $349.00. They told me I had to pay for the one month of service, which they did not tell me originally. I was promised over and over and over that I would get my $200.00 back for buying the equipment. I have tried calling them at least 5 times now. Each time I get a different answer and a different put off. I just want a box from them, a label on where to send it back and a guarantee that my account will be credited for the returned equipment. I have a gut feeling I will never see this money because the next thing will be that there is something wrong with the equipment. I have never never filled a complaint against any company. This one sure takes the cake. I hope someone can help me out.Desired Settlement: I just want my $200.00 back for equipment and services that did not work. I was promised I could have a 30 day free trial. I want instructions on how to send this back, instructions on how to take the receiver off of the equipment on the roof. No one is helping me. They were suppose to send me a box with instructions. Actually, I am not suppose to be even paying any of the $349.00, but I will settle for the $200.00. I just want to be treated fairly. I can not call this company again and be told a different story.

Business

Response:

Review: I had my internet deactivated from Nov until April 10,2014. My monthly charge runs from the 13th of each month of $59.99. They billed my credit card

for $100.14 on the 13th of this month. I feel this is not a charge I should pay for...It should be $59.99. I am a senior citizen living on $995.00 a month and do not have the finances to pay for things that I should not be paying..

Thankyou Kindly [redacted]Desired Settlement: I would like to be credited for $40.15.

Business

Response:

April 25, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on December 13, 2010. On October 13, 2013 **. [redacted] called to request a suspension of service thru March 15, 2014. On February 25, 2014 **. [redacted] requested to extend the suspension until April 5, 2014. The system automatically reactivated the service as of March 15, 2014 creating the prorated charges which **. [redacted] disputes. Due to the circumstances involving **. [redacted]’s suspension request we have credited the account in the amount of $40.15 as a courtesy. A message was left with our decision on **. [redacted]’s voicemail with our decision. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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 contracted for Hughes Net's internet services in 08/2012. According to written policy, I had 30 days (buyers remorse) period to cancel services. I attempted several times within that 30 days to cancel services due to poor quality product. I was then billed an ETF fee of $311.94 from Hughes Net although I had done my due dillegence in attempting to cancel services. I filed a complaint with the Revdex.com back in late September/2012 regarding this situation. I was then contacted by a representative of Hughes Net corporate and was told that they would waive the ETF fee, that all I had to do was pay for the month of service in which I used the product. I agreed, payed for services rendered and thought that the case was closed. Now, I have received a collections letter from a 3rd party collections co. stating that I owe $311.94 due to a past due Hughes Net bill. I was under the impression that this matter was resolved.Desired Settlement: Remove my name from collections and zero out any past due ETF fees. Stop future billing!

Business

Response:

March 18, 2013