Hughes Network Systems

Review: This is the worst internet company that I have dealt with. I was constantly on the phone with them. Service was deplorable. We let them know that we were very dissatisfied and they extended our trail days. They extended 30 more days. We canceled before the time was up. To our shock they took $411 out of our account for early withdrawal fee. I called and they blamed the other department for the mistake. They put the money back into our account the very night. When I canceled I asked them three times if the modem was the only thing to send back. I asked about the dish. They told me the modem was the only thing to send back. The instruction that came with the return box came with only packing modem instructions. Now they have done it to us again. They are taking out $211 for the transmitter on the dish that they did not mention. We never want to do business with them ever.Desired Settlement: We want them to destroy our banking account information. We want in writing that we have met our obligations and we have returned everything and they will not trouble us anymore.

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 not contacted **. [redacted] per 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 December 5, 2013 and initially requested to cancel his service on December 28, 2013. A 30 day trial period extension was granted and the last day to cancel without penalty would’ve been February 4, 2014. **. [redacted] called to cancel his service on January 8, 2014 and the system charged an early termination fee in the amount of $400.00. Due to the account being cancelled within the trial period, there was no contractual agreement and the early termination fee of $400 shouldn’t have applied. **. [redacted]’s account has be credited the disputed amount of $400.00 for the early termination fee. In addition, **. [redacted]’s account was credited for the unreturned equipment fee $214.00. At this point the account is canceled and we have received all leased equipment. **. [redacted] card that was on file has been refunded in the amount of $614.00. 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: On 4-18-13, I called and cancelled my service. All of the equipment was taken out of service and a new company service was installed. 5-13 my credit card was billed again. I thought it was the last bill, so we did not do anything. 6-13my credit card was charged again and I called. Conf.#[redacted] & [redacted]. I was to receive a credit and end of service. 7-17-13 my credit card is billed again. I call and get the run around for half an hour hour and they hang up on me. We call the credit card company and lodge a complaint. Three way phone conversation (ie Hughsnet, credit card co, and us) for another 1.5 hours and Hughsnet hangs up again. Now Hughsnet says the service was stopped for non payment. I hope this does not effect my credit rating. My credit card co. has stopped any more payments to Hughsnet. Still no refund.Desired Settlement: I would like several months refund and a apology in writing. They should not treat customers this way.

Business

Response:

August 1, 2013

Review: On or about May 31, 2013 I switched from HughesNet residential service to HughesNet business service after 6 months of complaints and performance issues with the residential service. It was stated to me the problems I were having were a direct result of HughesNet somehow switching me from a business account to residential without my knowledge when we had moved the equipment & service from Arizona to New Mexico. I was assured certain specifications would be met when switching to the business service plan as outlined in the email below from a HughesNet sales rep. Over a period of 2 months several people at HughesNet tried to resolve this, but the outcome is a monthly billing that is now $226.79 vs. $79.99 for the same service that I has with the residential plan but yet the speeds are now 3MBPS vs. what I had on the residential side was 5MBPS.

THIS IS THE CONTEXT OF THE CONTRACT EMAIL FOR THE NEW BUSINESS SERVICE:

I would agree, I have verified that you are not in the Jupiter footprint, which is why we set you up with the HN9000 on the Business 100 which is the only plan offered for business services outside of the Jupiter Footprint. I honestly do not know how they can screw this up. I don’t even have some override to manipulate a plan to offer something different than the Business 100 so I am at a complete loss.

** From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 12:33 PM

To: [redacted], [redacted]

Subject: RE: Another Fed Up Email to You!

I believe this is some confusion related to the ability to push the 9000 modem to the newer satellite footprint. I had a similar issue on the original residential side where I was stuck on the 1.6 and.25 speeds until after months of promises and complaining, they eventually moved me to another satellite to get me the 5 and 1 speeds. This is what I had prior to switching to the business plan.

This sure smells like lack of competence on the billing side.

From: [redacted], [redacted] [mailto:[redacted].[redacted]]

Sent: Monday, July 01, 2013 1:25 PM

To: [redacted] Subject: RE: Another Fed Up Email to You!

I am referring to the speeds that billing mentioned, yes we have a 5Mbps down, 1Mbps up. That is what I placed for you. I don’t know how to make it anymore clear than that. Nor, do I understand how they are coming up with the information they have. [redacted] is contracted by Hughes to place SME and GOV sales, Hughes either handles billing themselves.

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 12:23 PM

To: [redacted], [redacted]

Subject: RE: Another Fed Up Email to You!

You just threw a curve ball?

You don’t have a 1 mbps Download and a 5 mbps Upload plan as quoted in this email originating from you?

1 mbps = 1000 kbps and 5mbps = 5000 kpbs

From: [redacted], [redacted] [mailto:[redacted].[redacted]]

Sent: Monday, July 01, 2013 1:20 PM

To: [redacted]

Subject: RE: Another Fed Up Email to You!

Bill, at this point that may be the best solution. There is nothing else I can do for you in this. I don’t have plans with those speeds you mentioned. There is only one service available to you in your area and I forwarded that order information on to you.

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 12:18 PM

To: [redacted], [redacted]

Subject: RE: Another Fed Up Email to You!

Hey,

The billing department made it real clear to me that the speeds I am getting is what I signed up for. (250 kbps Upload; 1600 kbps Download)

Ironic, that my residential speeds prior to switching to Business was 5000 kbps Download and 1000 kbps Upload.

They said to contact you again?????????????

This is real simple, I either get the speeds quoted, or I have to drop the contract due to Hughes Net failure to perform to the contract agreement as documented in this email.

Best regards,

Bill

From: [redacted], [redacted] [mailto:[redacted].[redacted]]

Sent: Monday, July 01, 2013 12:56 PM

To: [redacted]

Subject: RE: Another Fed Up Email to You!

I have no idea where they are coming up with that, all the information I have is the order that I placed which is clearly the Business 100.

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 11:53 AM

To: [redacted], [redacted]

Subject: RE: Another Fed Up Email to You!

Well…… I am confused also and am on hold with your service people trying to determine what I do have. Tech support indicated that my plan supports max speed of 1600 KBPS.

From: [redacted], [redacted] [mailto:[redacted].[redacted]]

Sent: Monday, July 01, 2013 12:51 PM

To: [redacted]

Subject: RE: Another Fed Up Email to You!

I apologize for just now getting back to you. I have been out of the office since last Tuesday and I am just now catching up with emails.

I am confused on what you are referring to in regards to signing up for a 1600kbps plan as we don’t offer such a plan. I set you up with exactly what we discussed. The Business 100: offering up to 5Mbps download speed, up to 1Mbps upload speed for $79.99/mo.

Updated Prices

SME KA Package_01

Upfront Package

Included Features One-time

Fee Monthly

Service Monthly

Hardware Usage Sponsored Amount

Optional Features

Installation(1000 UF SME) (Active) $300.00 $0.00 $0.00 - $0.00

Hardware(9000 UF SME) (Active) $199.99 $0.00 $0.00 - $0.00

RM Premium Express Repair (Active) $0.00 $0.00 $0.00 - $0.00

Business 100 0 IP(9000) (Active) $0.00 $79.98 $0.00 - $0.00

Availability 074 1W (Active) $0.00 $0.00 $0.00 - $0.00

24 Month Service Commitment(SME) (Active) $0.00 $0.00 $0.00 - $0.00

Special Offer(100.00) (Active) ($100.00) $0.00 $0.00 - $0.00

Total Before Tax: $399.99 $79.99 $0.00 - $0.00

Tax: $28.50 $5.70 $0.00 - 0.00

Total: $428.49 $85.69 $0.00 - $0.00

ORDER SUMMARY

Order Number: 5175874

Order Date: May 31, 2013 at 02:31 PM Eastern Daylight Time

SAN: SME00040426

Service Order#(FSO ID): [redacted] PIN: [redacted] Class A ID: SME

Class A Name: Internet Access Program

Source ID: [redacted]

Program Code: [redacted] Program Name: SME KA Sales Program(Gen4 Plans)

Prospect ID: 3880

Business Model: SMEBI

Latitude: [redacted] Longitude: -[redacted]

Beam/Transponder ID:

As you are not getting your questions answered in a satisfactory manner I recommend contacting Hughes Corporation Headquarters at:

Corporate Office

Hughes Network Systems, LLC [redacted] USA

P: ###-###-####

F: ###-###-####

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 11:46 AM

To: [redacted], [redacted]

Subject: Another Fed Up Email to You!

I was just informed after testing why I was getting horrific speeds, that the plan I signed up for is a 1600 KBPS download plan.

I thought we were pretty clear that this was going to be the 5K?Desired Settlement: I am expecting HughesNet to honor the terms and performance specifications of the sales contract and the billing to be adjusted to refund monies above the original agreed upon sales contract.

Business

Response:

Hughes Network Systems [HNS] has contacted the customer and

has adjusted the service plan to match the purchase plan discussed with our

sales agent. HNS has also refunded this

customer the requested money.

Review: I am a customer to HughesNet since August, 14, 2011. The monthly service cost I agreed to pay is about $70.00 per month, with no contract constraint or restriction. However, without any authorization or notification, HughesNet started to bill me about $130.00 per month from January, 14, 2012 on. I was not aware of the overpayment because of the auto-payment I have with the credit card company until my new assistant started her job this September and she saw that on my credit card bill that HughesNet has been charging $130.00 per month on my very slow internet service - they overcharge me $60 each month for the past 19+ months, which is equivalent to $1,140.00. The account manager at HughesNet cannot provide an answer of why they overcharge us, and cannot explain to us if someone had contacted me about the extra $60 they are billing for each month. However, the account manager indicated the service that I am using is aged and overpriced.Desired Settlement: We would like to cancel the service and ask for a rebate for amount HughesNet overcharged me: $60 x 19 months = $1,140.00

Business

Response:

November 15, 2013

Review: Hughes Net is charging me $200 for an unreturned radio and now has put me in collections.

I fulfilled my 2 year contract with hughesnet despite very slow service and poor customer service. I called to cancel 1 month prior to moving (told them I was moving), and was told I should wait because the cancellation fees would be more than the last month of service. At no time was I told of the return policy. After moving, I cancelled my service and a few weeks later received a box with return instructions. I did not realize I would have to take a part off of the satellite (hughesnet admits this is dangerous and I should hire someone). I called the people that bought our house. They just had hughesnet installed the week before and the installer did not leave any equipment behind. I have no radio to send back. Their installers are the ones that performed the work and should be responsible. I was never aware of having to take equipment off of the satellite to return (i would remember if I was told because I would have thought it was ridiculous). After hours wasted on the phone trying to figure this out, they basically told me that they have no way of tracking the radio and that it has to come directly from me with the shipping label they provided. I find this crazy as you would think the radio would have a code on it to keep track of it. The admitted the installer may have sent it back, but I would still be responsible because it has to come from me. In addition, it is a Generation 3 radio; they are now using generation 4....how could this possibly be worth 200$. I am now in collections and my credit score (which is around 780) is now being threatened. I see all the complaints online and know it is a shotty company. Customer service is horrible. Internet service was non-existent most of the 2 years. Despite this I paid a ridiculous 70$ each month, on time. I was never presented that I would be responsible for this piece of equipment or I would have removed this before I moved. It would not surprise me if a class action lawsuit was brought upon this company again (i see one has been in the past). There is so many more complaints but I will leave it at this. Thank you.Desired Settlement: Take me out of collections.

Business

Response:

April 12, 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, we are unfortunately unable to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. In order to bring resolution to **. [redacted] complaint, Hughes would need the account number or phone number associated with the account. **. [redacted] may email her account information to the email address below putting my name in the subject field or she may contact me at the number below for closure. Hughes is wholly committed to clarifying the nature **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted]. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

Review: Problem date 7-2013. Acct#[redacted] Purchase Date 7-2012. Moved and had to cancel service because landlord would not allow large dish on roof or front yard. Paid cancellation fee of $355.00 and returned equipment via UPS that they sent me the box to return. They have harassed me with letters and phone calls saying I still owe them because I did not return equipment. I returned all equipment that they stated to return and paid the cancellation fee that they stated. Hughes Net has now turned my account over to a collection agency which will affect my credit report. I did everything that was stated to cancel service but they still are harassing me. I need help because I don't owe them nothing. I did everything to cancel as stated by Hughes Net.Desired Settlement: For Hughes Net to stop harassing me and to remove the collection from my credit report because I fulfilled my cancellation fee and returned the equipment as they stated to me.

Business

Response:

November 14, 2013

Review: Dear Sirs,

I want to complaint about Hughes Net. As usual with them, I can't get my problem fixed, in fact, they won't even talk to me since my name isn't on the order even though I have called several times in the past about a problem. All I want is to be able to send to an email account that until a week ago I could send messages to.

The Hughes Net phone number I called was [redacted]. My phone number is [redacted].

Sincerely,

[redacted]. [redacted]

PS: I just called back twice and they hung up on me while I was waiting.Desired Settlement: All I want is to be able to send to an email account that until a week ago I could send messages to.

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 sending emails to a specific address. Relative to **. [redacted]’s concerns in regards to unable to send emails to a specific email address. Our records reflect that our technical support team did troubleshooting and was able to resolve the email issues **. [redacted]s had encountered. **. [redacted] may contact me with the number below for any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

Review: I cancelled service with HughesNet in February 2013. I started receiving calls from a collection agency before HughesNet completed the cancellation.

I contacted HughesNet to cancel my internet service on 2/14/2013 (account # [redacted]). I advised the customer service rep ([redacted]) that I wanted my service to be cancelled effective 2/15/13. I understand that I am liable for early termination fees. She assigned case #[redacted] for this request, and another rep would call me immediately. I received a call from HughesNet, and when the call was over, I was satisfied with the outcome. It was made clear that my service would be terminated by close of business on 2/15/13. She told me that HughesNet would be shipping a box for me to send back the equipment that was leased from them. Over a month later, I still had not received this box. I called HughesNet on 3/20/13 and spoke with [redacted] at 11:57am (CST). He assured me that no further charges would be applied to my account after 2/15/13, aside from the Early Termination Fee. He assigned case # [redacted]. I also asked why I had not received a box to ship the equipment back to HughesNet. He advised that I would receive the box 7-10 business days after April 9th. I received the box on Tuesday, April 16th. I have the box, with equipment in it, on my desk as I type, to ship back to HughesNet. The tracking number is [redacted], pick up is scheduled between 10am and 1pm (CST). I began receiving calls from a collection agency on 4/12/13. The phone number calling is [redacted]. No one speaks, but I received a letter from the collection agency on Monday, 4/15/13, trying to collect over $600. The agency is [redacted]. I have yet to receive a final paper bill from HughesNet.Desired Settlement: I want my account removed from collections and my credit to not be affected by the lackluster customer service I have received from HughesNet. I would like for HughesNet to send a final bill now that the equipment is enroute back to their facility.

Business

Response:

May 8, 2013

Review: Hughes net Internet is charging a large cancelation fee the they didn't mention when I got Internet to keep me in tied to paying them monthly. The internet service is horrible and they the advertise it being really great.won't help me in any to resolve to problem . They just want me to upgrade the service (pay more money for bad internet ).my inter net is actually not working at all right now , Nothing will connect to it. But I'm stuck paying the monthly bill.I just want to cancel my services with them and not have to pay the ridiculousness cancelation fee that they lie and said they didn't have.

Business

Response:

January 9, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # 9856075

Dear **. [redacted]:

In response to your letter dated December 30, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where she can be reached and/or email address. Our records indicate that **. [redacted]’s account was activated on September 11, 2013.

Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].

Sincerely,

Office of Executive Support

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

Review: The Hughes Net support team is extremely misleading, deceptive, rude and they will promise services that they can not provide. When you purchase a package, your data allowance is eaten up quickly, then you are required to purchase more. After the first few months of this happening, I monitored it closely, and could see that the allowance could be depleted without even having a computer running. When I reported this problem, they asked for my personal passwords to OTHER sites to investigate. I refused to give them my passwords, and the data usage depletion MYSTERIOUSLY stopped. Someone needs to know that their customer service reps are asking for information that they have NO RIGHT to have access to. Next, my internet went down for a few days. They continuously told me that someone was "on their way" and it never happened. I took 2 days off work to wait on the service guy, who never showed up. Each time I called to verify they were coming, someone else lied to me. I was also told that they would credit my bill for the days I had no internet, and that never happened.I have constantly asked to speak with supervisors, or someone who could listen, but I get nowhere. I know internet service is not a big deal to some, but I work from home and I MUST have it to work. Someone should absolutely revamp the customer service. It is absolutely HORRENDOUS and has cost me quite a bit of money that I will never get back (even though they said they would). Even worse, these representatives are asking for PERSONAL EMAIL PASSWORDS and other PERSONAL INFORMATION. It sounds as though you may have some identity thieves on your hands. FYI - I went to the company who sold the service to me, and they were quick to get someone out to help me. Kudos to them!Desired Settlement: I would like to speak with someone and provide dates, times, ticket numbers etc. so that they may follow up with the pitiful excuse for a customer service department. I would also like to be refunded for the days that I did not have service, and was unable to work.

Business

Response:

June 9, 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 contacted [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 December 16, 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. We spoke in detail to [redacted] about her experience with customer service and we understand the importance of being given the correct information at all times. We take those matters very seriously and will certainly look into [redacted]’s interactions with our customer support and provide coaching as needed to prevent these kinds of escalations. We have issued a credit to [redacted]’s account in the amount of $40.00 to represent a half month service credit. We informed [redacted] of our decision on June 9, 2014. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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 assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:While I appreciate the response from Hughes, the response did not address the two major complaints that I had. If the respondent had read past the first few sentences of my complaint, he would have discovered this. My two complaints were:1) Customer Service asking for my personal and private passwords to email - This WAS addressed by [redacted], a representative from Hughes, when he called to discuss my complaint to the Revdex.com. He said that the customer service representative should have NEVER asked for my personal information and passwords, and that this was extremely concerning to him. He said that he would follow up on his end.2) Scheduling repair visits and not following through - As stated in my original email, I had numerous promises that a tech would visit my home between (x) and (x) times, and these did not happen. I took 2 days off work to have my internet repaired, and ended up repairing it myself. Internet is extremely important seeing that I work from home. The customer service representatives have a knack of telling customers what they want to hear, just to get them off the phone. I also addressed this with [redacted]. We agreed to disagree. He said that all 3 of the representatives I spoke with just made "mistakes" and that it would be addressed. And that each time I requested to speak with a supervisor, the requests must have gotten "lost. Again, we agreed to disagree.After the call with [redacted] (corporate office ###-###-####), I assumed that the issue was resolved, and that the complaint with the Revdex.com would be closed. However, I'm now getting an email stating that the issue was that I just didn't understand the "Fair Access Policy". The Fair Access Policy has very little to do with my complaint, and nothing to do with the 2 issues (above) that resulted in me contacting the Revdex.com.

Regards,

Business

Response:

June 20, 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 rebuttal letter to the executive customer support division of Hughes, we have previously contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service. Regarding [redacted]’s latest concern, we’re sorry that [redacted] feels as though the basis for her complaint wasn’t understood. It was acknowledge in the original response that there were some interactions between [redacted] and members of Hughes’ customer support that she wasn’t very happy about. As we mentioned in our first response, we understand the importance of being given the correct information at all times. We take those matters very seriously and will certainly look into [redacted]’s interactions with our customer support and provide coaching as needed to prevent these kinds of escalations. [redacted]’s concerns will be addressed internally and corrective measures will be implemented as needed. 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: SERVICE WAS SET UP THROUGH [redacted]. NEVER CONTACTED HUGHES NET. HAD ME SIGN PAPERWORK FOR "INSTALLATION" THAT HOOKED ME INTO A 2 YEAR CONTRACT.

I CONTACTED [redacted] IN MARCH2014 FOR INTERNET SERVICE. THEY SET UP SERVICE THROUGH HUGHESNET. [redacted] EVEN SET UP THE INSTALLATION SCHEDULE. TECHNICIAN CAME OUT AND SET UP THE DISH AND HAD ME SIGN PAPERWORK FOR THE RENTED DISH AND ROUTER. I CALLED HUGHESNET FOR THE FIRST TIME A WEEK LATER TO COMPLAINT ABOUT THE TERRIBLY SLOW INTERNET SPEED. THEY RAN A SYSTEM CHECK AND SAID EVERYTHING WAS WORKING AND THAT WAS THE BEST THAT THEY COULD OFFER. I TOLD THEM I WOULD BE CANCELLING MY SERVICE AS SOON AS I COULD FIND ANOTHER PROVIDER. I CALLED DIRECTC TWO MONTHS LATER AND WAS INFORMED THAT I WAS NOT IN A CONTRACT WITH HUGHESNET FOR THE INTERNET SERVICE ONLY FOR MY DISH TV. I WAS ABLE TO FIND ANOTHER INTERNET PROVIDER AND CALLED TODAY TO CANCEL MY SERVICE. TODAY, THEY OFFERED ME UPGRADED PACKAGES AND BETTER SERVICE AFTER I HAVE ALREADY SWITCHED MY INTERNET PROVIDER. I WAS ALSO INFORMED THAT THE "RENTAL PAPERWORK" THE TECHNICIAN HAD ME SIGN ALSO HAD A HIDDEN TWO YEAR CONTRACT AND A $385 CANCELLATION FEE THAT HAD NEVER ONCE BEEN MENTIONED TO ME. I HAD NEVER SPOKEN WITH A SALES PERSON NOR HAD I CHOSEN A SERVICE PACKAGE. I WENT WITH THE PACKAGE FROM [redacted] AND HUGHESNET DECIDED TO HIDE A CONTRACT IN MY INSTALLATION PAPERWORK FROM MY EQUIPMENT. THEY WERE UNWILLING TO REMOVE THE CANCELLATION FEE AND ARE AUTOMATICALLY CHARGING IT TO MY CREDIT CARD. THEY WERE UNWILLING TO REMOVE THE CANCELLATION FEE EVEN AFTER I POINTED OUT THE FACT THAT I HAD NEVER SET UP SERVICE THROUGH HUGESNET AND THAT WHEN I CONTACTED [redacted] THEY INFORMED ME THAT I WAS NOT IN A CONTRACT WITH THEM. DUE TO THE FACT THAT THEY ARE CHARGING MY CREDIT CARD MONTHY THEY ARE AUTOMATICALLY CHARGING MY CARD.Desired Settlement: I WOULD LIKE THE CANCELLATION FEE RETURNED TO MY CREDIT CARD IN FULL

Business

Response:

July 2, 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 her HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. “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.” 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] encountered with our service, we have waived the remaining early termination fee of $285.00, bringing the closing balance to $0.00. A box will be shipped to the address on file after cancellation. The equipment would need to be shipped back 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. Very truly yours, [redacted] ###-###-#### Executive Customer Support [email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

This is a false statement "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"I NEVER spoke with anyone from HughesNet regarding any contract of length or contents or penalties. The business practice HughesNet has of having their contract installers get signatures for hidden contracts is unethical and needs to stop. The paperwork we were informed that we were signing was for the rental equipment. The first conversation I held with anyone from HughesNet was after installation and regarded the terrible internet service, where once again, there was no talk of a contract or a solution to the speed problem. It was only after two months of searching and doing research on rural internet providers, a phone call to DirecTV to confirm that I was NOT in a contract with HughesNet, that I switched and called back to terminate my service only to find out that I was in a contract I knew NOTHING about and that HughesNet did have different speed options that we could purchase. I am please that HughesNet is willing to bring our balance to $0 however, I am not willing to accept an offer that has false information provided within its contents.

Regards,

Review: For the last 3 months I can no get online after rebooting the system and they wanted to tell me it was my computer, then my rotor, after bring my new computer in for repair being charged 89.00 and finding out there was nothing wrong. I am plugged right into there motum and still can`t conecct. This week they finally sent repair first box was used didn`t work, day 2 box 2 would not download from there site service was here 2 hours calling them and they kept telling him wasn`t on the end. Day 3 box number 3 he got to work wasn`t on last night after there service was here tonight I am home go online and can`t connect call them to open new service record they won`t do it tell them same problem as the last 3 months they still tell me no so I call service tec that was at my house at his home he runs test tells me when he left here yesterday I had 173 which would connect with no problem now tonight its 141 after he ran the test from his home an tells me to call them back to open another service order so I do an now there telling me I have to pay to have there service tec come out for the 4th. time because they can`t get it fixed it is not my fault that I can`t use my internet that I pay monthly insurance on in case there is a problem an don`t feel after 3 months of dealing with this I should have to pay to have this fixed

Business

Response:

May 16, 2013

Review: I responded to a TV ad about Hughes.net. I asked if I would be able to maintain my current phone number and was told it wouldn't be a problem. An installer arrived and started the installation. I show him where previous installations came through the basement. Unfortunately, I did mot follow him through the installation process. He installed wiring by stapling it to my vinyl siding (and not very good, either, it droops). My children called and said they can't communicate with us. I was then told that we have a new number and we couldn't get our original phone number (we had for over 40 years) for up to 10 days. I sent pictures of the wiring to an internet address but haven't heard back from anyone. As I was typing this complaint, I got a phone call from [redacted] to see when they could do an install. I told him I couldn't do anything until I got this problem resolved - call me back in a week.Desired Settlement: Removed the dish and remove the staples and external wiring and an apology for telling me that I could keep my old phone number.

Business

Response:

June 19, 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]’s has some concerns regarding his HughesNet service. After further review, **. [redacted] is seeking to cancel the account based on the issues he had with our phone service and receiving the same phone number after installation. Our records indicate we are currently working to resolve **. [redacted]’s phone service issues. In light of difficulties **. [redacted]’s had with our service; we have applied a credit to the account of $82.98 as well as provided data tokens. We would like to restore **. [redacted]’s faith with our service. If **. [redacted] would still like to cancel his service or have a technician come to his site regarding the wiring associated with the install; he may contact me at the number below. We sincerely regret any inconvenience **. [redacted]’s may have experienced to improve the level of his service and we are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very Truly Yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: 3 months ago, I signed up with Hughes Net for satellite internet services. They required a direct draft from checking account with the understanding that I will and would be able to change to no one handling anything out of my personal account and was told all I had to do is call and change payment method. On top of that, they then charged an extra $40 at installation that they did not tell me I was to be responsible for. When I did that, I was denied that process. 3 months later, several phone calls of spending 1 or more hours going through all the steps to "make it work", losing several hours of work trying to get this resolved, because of no service, 2 extra sets of equipment, 1 technician visit, I cancelled my service. They informed me that I was breaking a contract. And as I told them they have not really honored their side of their contract for services. They reported I would have to pay the remaining amount of the contract term at which I warned them not to touch or access my personal checking account. I also emailed them and gave them the warning again. Not heeding my warning, they withdrew $385 out of my account, bringing my balance down so low that I am being prohibited the access of very important medications because they took all of my money that would have otherwise paid for $300 worth of medicines. AND they are now telling me that I still owe $125 if I do not return their equipment on THEIR ter**. They do not have the privilege to tell me what to do because a contract was verbally agreed upon. I don't have any problem paying for something I receive but this service was so scant to me and my elderly mother to approximately 1 total week altogether of service. I am frustrated, I am angry, I am in pain due to my health conditions and this company continues to cheat and lie to others. My son in Arkansas had the same complaint to you, exactly the same. I need your help please.Desired Settlement: I want my $385 returned to me personally, I wish for them to clear the $125 balance due for equipment. I have the equipment (2 sets) ready to be picked up tomorrow 12-19-13. I wish for them NOT TO TOUCH OR ACCESS MY PERSONAL EVER AGAIN!! THAT IS ALL I NEED. I NEED MY MEDICATIONS BUT I DO NOT NEED THEIR UNACCEPTABLE SERVICE AND WILL NOT EVEN ASK FOR THE MONTHLY PAYMENTS FOR THE PAST 3 MONTHS REFUNDED TO ME, EVEN THOUGH I DID NOT GET THE SERVICE ON A ONGOING BASIS. PLEASE HELP ME!

Business

Response:

December 31, 2013

**. [redacted]

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 18, 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 the attempted to cancel her HughesNet account and is seeking to cancel without penalty, and a full refund.

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

Our records indicate that **. [redacted]’s account was activated on September 13, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds, and unsuccessful repairs. **. [redacted] contacted our billing support team to explain she was unhappy with her service, as it did not operate as sales had promised. **. [redacted] ordered her HughesNet service through a third party sales source, Communication Solutions LLC (CC). The sales call is currently under

review.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. Section 1.1 of Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEED.”

Consequently, we believe that we have a contractual right to assess these termination and service fees. Nevertheless, considering

her overall experience, Hughes has agreed to refund **. [redacted]’s service and early termination fees, and to issue a total refund of $573.45 to **. [redacted]’s credit card on file on December 31, 2013, leaving **. [redacted]’s account with a zero balance.

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: Me and my fiancee' order hughesnet thinking that it would be good affordable internet. They have lied to me on three different occasions. The first occasions being the setup of the service the sales rep told me and my fiancee' that she need a card to verify the account and that is all. Me and my fiancee' made sure and had her repeat to us that they would not use my card for billing charges which they did anyway which that was one of the first lies. The second is the service that we were promised. When the installers came to do the install of the house we were under the impression that they would mount the satellite on top of the house, but they did not and instead with out notifying us of there changes they mounted the satellite on a pole which in turn did not allow us the service that we signed up for which they told us we could get in our area and the techs were rude and made us uncomfortable in our on house. Once they started charging bills to my card and the service we wanted we where not given we canceled the service. It took a while to send the equipment back due to personal reasons with the household we were living at during this time, but I called and spoke with a rep that told me that once they receive the equipment they would refund me a full refund of my money for the equipment. We put a tracking number on the equipment and I called today which I was then informed that no I would be receiving my refund information because its takes up to 45 days to process the equipment then they will start the refund process. The took a pretty decent size amount of money out of my account unannounced and pretty much ruined Christmas for me and my family.Desired Settlement: All I would like out of this out come is a refund of the money I am entitled a refund to. I also hope that this will help them and there company to work on there customer skills.

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted] – [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 16, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding cancelation of his account, and the unreturned equipment fee on his leased hardware.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on October 30, 2013. **. [redacted] is seeking a refund for his unreturned lease equipment fee.

Our Executive Customer Care representative found that **. [redacted]’s leased hardware had been safely returned, in good condition on December 17, 2013. Hughes processed the credit and refund for the $312.00 unreturned equipment fee to **. [redacted]’s credit card on file on December 20, 2013.

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 switched from cable tv/internet to satelite. I was connected with a local internet provider. The representative spoke so quickly I had to ask her twice to please slow down. I finally had to ask her to switch me someone else. At the end of my 1 1/2 hour phone conversation to switch my internet service I thought I was getting the "same speed and availability" as my cable provider. All for the low price of $60/mon. Well, 2 months later, I am so frustrated with my internet service I decided to call. I thought it was my computer that was running so slow, I took it in and had it serviced. It took me about a month after I signed up for the service to realize it was the internet speed. I have called and talked to the company, the representative who signed me up never explained that only half of my data was available during the daytime, the other half is only available from 2am-8am. As a single working mother I rely on having a fast internet connection, because of this service not only am I not able to use my computer, wireless devices but also the Satellite television I signed up for. The account manager I spoke to today upgraded me to another crappy plan, which I will probably exceed only 2 days after the original package. I feel because I was not informed of my data limitations, both usage times and amount that I should be able to cancel my services without having to pay a $400 cancellation fee. I have only had the service for 2 months. I also had 2 different explanations from 2 different techs about why I was having slow connection times. Neither of which included that I had exceeded my data limit 10 days into the billing cycle. I was told to disconnect my router at night (that's when half of my data is available) so I'm not updating unneccessarily at night. Data which I never use anyway...Desired Settlement: To be able to cancel my service without a fee and use an internet service actually has data their customers can use while they're awake.

Business

Response:

December 19, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes it is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking to cancel without penalty.

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.

Hughes will cancel the account without penalty based on the difficulties **. [redacted] encountered when ordering our service.

We left a message for **. [redacted] and are currently awaiting a return call for her preferred cancellation date.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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: After cancelling your HughesNet account, you will be required to return the equipment installed by professionals to your rooftop or be charged $200+.

In one of them more immoral practice I have ever seen from a company, after cancelling my hughesnet account, and paying an ETF fee which I am pretty sure is punitive in nature and therefore unenforceable, I (like many others) was required to return my equipment. One of the items required for return is a "Radio" which is attached to the satellite they installed on my rooftop. If I didnt return it I would be charged $200... if I wanted to have a technician from Hughesnet or their contracted partner do it, then it would cost me $100. In order to not be FURTHER PENALIZED (after the ETF) for dropping a service that could not live up to its own promises, HughesNet expects you to climb on to your rooftop, cut wires, and unscrew this piece and climb back down risking serious bodily injury to those with taller homes. All the while warning that doing so could expose the customer to "RF Radiation!!!!"

I made 3+ calls and spoke with supervisors about sending a technician free of cost to retrieve it or assuming the liability for any injury caused to me while attempting to scale my roof that is 35ft in the air. I was purposefully hung up on every time, as if they were trained to deal with such a request in this way. I have been appalled at their service from day one, but asking people to risk their own health for the company's equipment is atrocious.Desired Settlement: Hughesnet needs to send technicians to retrieve this Radio from the satellite instead of punishing the people unwilling to risk their lives for the company's equipment without further penalizing their customers. I am an able bodied individual who was almost seriously injured doing this. Anyone with any physical incapacities or a senior citizen would be unable to do this. Asking such is unfair especially since Hughesnet decides where to do the install in the first place.

Business

Response:

June 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10057916 Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on August 8, 2013 and requested to cancel his service on May 5, 2014. Regarding [redacted]’ concern about deinstalling her leased equipment, Hughes’ subscriber agreement which can be found online contains specific language that leased equipment must be returned and Hughes isn’t responsible for that equipment being returned. “Returning Equipment to HughesUpon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200.Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation.For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.”There is a signed agreement on file agreeing to the terms and conditions of the subscriber agreement. 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 spoke to a sales person approximately March 11, 2013 to get information on satellite internet service. I fully disclosed to him that I work from home and that my system has Cisco/VPN. He said that I may have system slow down issues because of this but I could try the system to see if it would work. It ended up being horribly slow. Within the first 30 days I called and upgraded to the Power Max to try and get more speed as I really did not want to cancel. This was now a cost of $99 per month. The Power Max was just as slow as the prior package. I essentially stopped using the service and used my air card on my computer which was faster. I called Hughes Net with hopes I could cancel and was told I would have to pay $400+ to cancel due to a contract. I feel that the sales person completely mis represented the sale. I don't believe he informed me that if I cancelled I would have to pay a large fee. He led me to believe that if it did not work to my satisfaction I could cancel. I attempted to try to stay with Hughes Net, I even upgraded the package but it still did not work. I was under the impression that I had another 30 days from when upgraded to he Power Max package but was told I only had 30 days period. I feel this is unfair as I tried to make it work. I have not even had the service 60 days.Desired Settlement: I would like this service cancelled with no early termination fee.

Business

Response:

May 10, 2013

Review: When I inquired about their satellite Internet service, I advised I would need to have service to download and upload fast enough to - download blue prints and to stream video and [redacted] Internet radio.Desired Settlement: Currently I certainly cannot download even a sitcom or series episodes. I cannot even watch 1/2 hour sitco** on something as simple as [redacted].com without constant buffering even though I have tried at all times of the day which may not be busy times such as 2 am as well as after work hours which are busy, and have even tried late at night after 11 pm - all with buffering and the video pausing for long periods and being completely pixelated. I am a very unhappy customer which feels this equates to fraud. I cannot download progra** or movies or sitco** or stream video, which I certainly and easily could do when I had an Internet service called CLEAR.

Business

Response:

March 5, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear [redacted]:

In response to your letter to the executive customer 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. As a result, Hughes has applied a credit of $20.00 off for (6) months to the account.

We value **. [redacted] as a customer. Accordingly, we are in the process of evaluating **. [redacted]’s service to uncover any underlying issues that may be present.

Our records reflect that **. [redacted] service plan was upgraded to the next tier.

If **. [redacted] is still experiencing issues with her service she may contact me at the number below.

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

Very truly yours,

Executive Customer Support

[email protected]

Review: i've been trying to terminate the internet service cause of the sky high price I get for the service... i've had their service since October of 2013Desired Settlement: i'm looking for a better service than this crappy service I receive

Business

Response:

February 28, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 7, 2013. If **. [redacted] cancels her account at this point she will be subject to an early termination fee per Hughes’ subscriber agreement.

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. **. [redacted] is currently receiving service at the lowest possible rate available for her service plan at $39.99 after a $10.00 service discount plus her modem lease fee of $9.99.

In light of the difficulties **. [redacted] experienced with our service, we have extended her current three month $10.00 service discount for another 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]