Hughes Network Systems

Review: Went over 3 weeks in the month of December without internet,they finally come out and fixed or so thought it was fix,im still having proble** with it.well they told me they would give me credit , a month free plus $20.00 off my bill for three month,they ,in stead of getting credit they charged my bank account $223.00 not fair at all.I want that money put back in my account plus over draft fees.witch is $35.00.thanks so much,please helpDesired Settlement: I dont want a bill adjustment ,I want the money back in my bank account.

Business

Response:

February 24, 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 HughesNet service.

After a review of case notes, we have issued a one month service refund to **. [redacted]’s account in the amount of $116.26 back to her credit card on file. Unfortunately, we are unable to issue a refund for non-sufficient fees.

If **. [redacted] has any additional concerns 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 wanted this service for my grandson to use on his games, it does not provide the service and I have begged them to let me out and then they changed

they upped the price and I told them I didnt want it and there is no reasoning with the man I talked to ,he was not at all helpful and more told me I counld not get out of the service without a big fee.Desired Settlement: I just want the service cancelled without a hugh termination fee, they never told me it aws not good for gaming.thats what I told them I wanted it for.

Business

Response:

ebruary 26, 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 support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, Hughes will cancel the account without penalty.

We would need for **. [redacted] to contact us with her preferred cancellation date at the number below. **. [redacted] would need to ship back the equipment within 45 days 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,

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]

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: 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: While making a phone call on march 27 2014 the man we spoke with informed us that all phone calls are recorded as explained we could receive Internet service for 39.99 a month for the first three months then we would pay a price of 49.99 a month a rate that wouldn't change and there was no installation fees or rental fees and it would not be taking out of my checking account till the installation date which was set on April 5 2014 he did say they would put a freeze on my account just to verify there was an account under that name. Here is the first lie as I go to my bank I realize that they already charged my account so I have my fiancé call and get the deal sorted out they then try to say that I must be mistaken cause I wasn't charged. Lie. I eventually did get refunded the following Monday which made it inconvenient for me as I do not make much money on may 2 2014 I get my bank statement showing they charged me 51.33 on the installation date I then call them on may 5 2014 to sort the matter out and they then informed they already have taken out second months bill and charged me 70.09 (i never received a statement via mail or email of when my bill was due) and said they did not offer service at 39.99 and said my second bill of 70.09 was for repair service which I never requested not once and told me there would be a $400 dollar cancelation fee however they explain you have 30 days from installation date to cancel (April 5 - may 5 ) I told them it was the 30th day but representative refused to comply saying the previous day was the 30th day. I then asked to speak to a supervisor which he refused over and over his name was Daniel B I finally get a supervisor and she hangs up on me. Call back they agree to give me a refund for the second month but still want to charge the $400 cancelation fee after hours of hassle they finally agree not to charge the fee after this ordeal I wait to call the next day to get my overcharged first months bill of 51.33 the man explains he can not refund me cause that was 9.99 rental equipment fee I was never told of a rental fee and he said he could not refund me cause the account had been canceled I then asked him to review the phone call from march 27 and he refused.Desired Settlement: Would just like the refund of 9.99 for the overcharged bill of the first month they have ready incomes my my second month refund is on it's way.

Business

Response:

June 4, 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 April 5, 2014 and requested to cancel his service on May 5, 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. **. [redacted]’s account has be credited the disputed amount of $9.99 and that amount will be refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: Service is not meeting needs, wish to cancel contract.

Cannot game or run videos necessary for graduate program. Every time I call to complain they upgrade service does not make a difference. Contract says gaming and videos possible. However, now I realize only certain games and huge lag with videos. I just want to cancel my service and go with a non- satellite provider.Desired Settlement: Wish to have contract cancelation fee waved

Business

Response:

June 6, 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 service was activated on December 7, 2014. On May 11, 2014, **. [redacted] accepted a retention offer of $30 off for six months with our customer support. 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 circu**tances, Hughes agrees to make an exception regarding our cancelation policy if **. [redacted] still wishes to cancel her service. If **. [redacted] decides to cancel her service during her 24 month commitment period we will issue a credit to the account that can be applied toward the early termination fee. The amount of the credit depends on when the service is terminated. 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: 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 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: 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: 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: A TECHNICIAN FROM HUGHES NET CAME TO MY HOME ON JULY 21, 2014. HE INSTALLED HUGHES NET MODEM AND WIRELESS ROUTER; BUT, FAILED TO CONNECT COMPUTER TO MODEM. IVE CONTACTED HUGHES NET CUSTOMER SERVICE ON SERVERAL OCCASIONS AND THEY TELL ME THAT I HAVE SERVICE ON THEIR END. IVE TRIED TO EXPLAIN TO THEM THAT I MAY HAVE SERVICE ON THEIR END; BUT, I DONT HAVE SERVICE ON MY END. HUGHES NET HAS STATED THEY WOULD SEND A TECHNICIAN TO MY HOME TO FIX THE PROBLEM. NO TECHNICIAN HAS BEEN TO MY HOME AS OF PRESENT TIME. IVE INFORMED HUGHES NET THAT IF THEY COULD NOT RESOLVE THIS PROBLEM TO JUST COME GET THEIR EQUIPMENT AND DISCONTINUE SERVICES, THEY REFUSE TO LISTEN TO MY REQUEST.Desired Settlement: PROBLEM TO BE RESOLVED OR SERVICES DISCONTINUED.

Business

Response:

August 15, 2014 [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 to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Hughes values [redacted] as a customer and we wish to retain her business. In light of the difficulties [redacted] encountered with our service, Hughes has created a complimentary field service dispatch to thoroughly evaluate [redacted]’s system components in hopes of meeting her internet service expectations. A technician will contact [redacted] at the number on file for a convenient time to come to her site. [redacted] would need to contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

We have used Hughes Net for close to 2 years. Their signal is hardly ever available. We can never reach customer service. You have to jump through hoops and wait forever to get a human on the line. We were finally able to get someone long enough to cancel with a 190 dollar fee. They told us we would have to remove the equipment"from on the house" and mail it back to them! I am a 67 year old woman with arthritic knees and hips! I have tried and tried to reach them to no avail. Can you help me?

I am moving to Madison Heights, VA from Fairfax, VA. We have tons of internet options. TONS! Where we are moving, we have HughesNet. I called to set up service and was told I had to buy the dish for $399.00. I have a year lease and an awesome credit score, why can't I lease the dish for $9.99 a month like advertised on the site? Well, I didn't qualify....fishy! So I told the guy I would call back. Today....I qualify to lease the dish. But even though they are the ONLY carrier in the area AND I have a dish installed on my house now (the previous tenants also had Hughesnet) they are STILL charging me a $99 install fee. And if I cancel before 24 months I could pay up to $400 to terminate my contract. I have a year lease! A YEAR! I can't begin to tell you how ripped off I feel. I don't have any options and the one I do have knows they have me in a tough spot and is taking advantage of it. I hope their service after installation is great because I am super unimpressed now and feel very taken advantage of.

charged more for services than was told before they started, internet never worked, tried to have them fix the problem they said it was my problem because their installation crew put the satellite up where the signal wouldn't work and got charged the fee for them fixing the problem, stopped answering my phone calls when I complained so many times

For other reviewers who have had very poor Internet service, I didn't even get that. What I did get was 10 hours of time wasted with their customer service, equipment mounted to my house that is of no use, continued bills for services not rendered, and now a letter from a collection agency saying I owe them over $800!
So I'll give you my story and suggestions. Needing rural Internet service I foolishly bought into HughesNet's claim that as long as I had a good view of the southern sky, they would deliver. When asked if they couldn't deliver they said they wouldn't charge. Nothing could be further from the truth.
After waiting a month to get an independently hired technician to mount the hardware and connect the modem all the diagnostics showed the equipment, modem and satellite to be working fine, yet no Internet service. After 8 hours on the phone over 2 weeks, they discovered that due to an internal billing error there was a block on my account even though I had paid in advance six weeks earlier.
They promised that they just needed to remove the block, that they would give me a free month in consideration and it would only take 24 hours. 2 weeks later, no resolution so I spent 2 more hours trying to cancel, get a full refund and have them take the equipment off my house.
Their response was that they would refund me everything except the taxes they had to pay and it was my responsibility to climb on top of the house and remove the equipment. BUT I could keep the equipment if I wanted. After my objection, they agreed to have a tech come out to take it down, gave me a confirmation number for my refund and for the cancellation.
No tech ever came, no refund was credited, but instead I continued to get charged monthly by Hughesnet. I then get a letter from a collection agency for over $800, not for the monthly charges, but $500 for early cancellation and $300 for the equipment. This is the honest to God truth.
So here is my advice:
1. Make sure to pay by credit card. When they charge, simply dispute the charge with your credit card company like I did and you won't have to pay. Hughesnet will eventually cave because they have no legal standing to charge for services they didn't provide.
2. When the collection letter comes, dispute that as well and they won't put it on your credit rating if you have a legitimate dispute.
3. Write online reviews like this and spread the word to everyone to avoid this company at all costs.
4. Laugh - because with thousands of negative online reviews this company is nothing more than a complete joke!

Review: We had Hughes net service in [redacted]. We recently moved to [redacted] and we canceled our service with hughes net and asked them to mail us a box to return they're modem, receiver, and power cord with ethernet cord. we never got the box. My wife called and was told the box was sent to the old address and they would send another box. We never got it my wife called again with the same results.- total 5 calls to hughes net, after 6 weeks we get a box 03/22/2013. We shipped it out Sat morning 03/23/2013. Hughes net decided to take $108.10 out of our bank account 03/18/2013 saying we was late returning the equipment. We have the receipt showing the tracking number and ups has proof of the day the box was delivered.Desired Settlement: We want our money returned. It was they're fault we didn't get a return box in time.

Business

Response:

April 1, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] by phone and e mail to resolve the outstanding matter.

We were unsuccessful in reaching [redacted]. It is our understanding that [redacted] has some concerns regarding her HughesNet service bill.

In order for our Executive Customer Support representative to be able to review all pertinent database records, we need her account number or the old phone number that was associated with her account.

Once this information is provided, we will investigate further.

Very truly yours,

Executive Customer Support

Consumer

Response:

Review: I live in a rural area where Hughe's Net is pretty much the only option for internet service. Unfortunately, Hughe's Net is taking an advantage of the fact that we don't have any other options. I signed a commitment for 24 months with Hughe's Net and I am in month 4 of my contract. The service is horrible. It is unreliable and extremely slow. When I signed the contract, I was quoted 3 plans that I could choose from: 20GB, 30GB, and 40GB. After a couple months of service, I realized that the plan isn't what they portrayed it to be. Regardless of the plan you choose, half of the usage is only available between the sleeping hours of 2am and 7am. So basically, they are charging me for a 30GB plan (the plan I currently have), but I only 15GB to use, unless I get up in the middle of the night to use my other half. Once you reach your data limit, they slow your internet down to slower than DSL. Even before I reach my data limit, I do not have the internet speeds that they advertised. I know this because I perform speed tests that show my speeds are usually between 8 and 15 kbps. They are falsely advertising services that they cannot and do not provide. And there is documentation of me calling in several times complaining about the horrible service. I am a graduate student and it is nearly impossible to rely on their internet for me to complete school work. I usually end up going to the public library or school library.

I was active duty in the Army for over 3 years. I was stationed at [redacted] for the past 2 years and I live in [redacted], which is right outside [redacted]. I have been retired out of the Army as of April 29th for disability reasons and I plan on returning back to my home of record, [redacted]. I called Hughe's Net with this information and they refused to let me out of my contract unless I pay almost $400 in fees. It just seems ridiculous that they aren't holding up their end of the agreement but they are being completely irrational about letting me terminate my contract due to military reasons.Desired Settlement: My desired outcome is that my contact be terminated at the end of the next billing cycle without any termination fees. I will return all of my equipment. I have already faxed them my military discharge orders so they can verify that I am actually separating from the military. I do not want my service placed on hold, and I do not want to take it with me to [redacted].

Business

Response:

May 23, 2013

Review: I have been dealing with an issue with customer service and supervisors over auto pay. two weeks prior to the june auto payment I have requested that it be taken off auto pay and wasnt. therefore they have caused me $105.00 in overdraft fees. I was told numerous times that I had to fax documents showing that where there payment was taken and when the overdraft happen. I call them back to tell them its faxed only to be told that it will up to 72 hours for it to be reviewed and refunded. I spent a total of 5 business days numerous phone called with customer service and supervisors to get this resolved and it has come to me filing a complaint.Desired Settlement: this is my desired outcome. I want hughesnet to provide me the $105.00 in overdraft fees that they will find on the faxed documents. after numerous faxes I dont see any more need to fax anymore documents. I am seriously considering cancellation.

Business

Response:

June 28, 2013

Review: Collecting fees before they are due

We agreed to have direct withdrawal for our bill on the 15th of every month. HughesNet has taken the money out as early as the 13th and continued to do so after we have contacted them on several occasions. We then asked for the withdrawal date to be moved to the 17th of the month. They continue to take the money out of the account early and then charge us an extra $5 because we asked them to take the money out the day that was agreed upon. They continue to argue and continue their practices. Our latest bill was taken out 12/16/13 when it was supposed to be taken out on 12/17/13. They also charged an extra $5 because we requested the date change. After all of this I received email notification that my bill was generated today 12/18/13. They are not following their own proceedures.Desired Settlement: Request that they withdraw the payment when they state they are going to and that the extra $5 fee be waived.

Business

Response:

December 30, 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, we have contacted **. [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.

After further review, Hughes has **. [redacted] payments set to retrieve every 17th of each month.

We apologize for any difficulties **. [redacted] may have had with payments being retrieved from his account prematurely. In light of those difficulties; Hughes has applied a credit to his account in the amount of $10.00.

If **. [redacted] has any difficulties with payments being retrieved from his account sooner than the 17th of each month he may contact me at the number below.

We notified **. [redacted] of our decision on 12/30/2013.

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]

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.

I also reserve the right to file another claim if and when HughesNet does not fulfill its obligations and promises. I still do not feel that Hughes has understood the complaint and that the agreement is just a standard response with no thought or consideration given to the complaint. I feel that this is the best that I am going to get at this time and do not feel like arguing with Hughes any more. If the payment is taken out prior to the 17th I feel that this is a direct violation of the contract agreement that I have with Hughes and will seek legal counsel on how best to go from there.

Regards,