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Hughes Network Systems

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Reviews Hughes Network Systems

Hughes Network Systems Reviews (2417)

Review: I recently paid to upgrade my services to the Gen 4 which is suppose to be so much better internet connection. Within a week of paying for my upgrade I got a postcard in the mail for a free upgrade. Since they have came and put the new satellite on my roof my signal and service has been awful, everytime I call them I get the same run around we show nothing wrong with your equipment, well something is wrong somewhere because I did not have this issue before upgrading to a better system. I am having problems doing business with my customers and also having issues doing college work because the internet will not stay connected, consistently loosing internet connection. I am asked to speak with a manager on my last call this evening at 6:15pm and they would not give me a manager just kept telling me nothing wrong with equipment call back when you can not connect in the time frame of speaking to him (Monte something he did not speak English very well) I lost signal 3 times. I would like to have the service I am paying for since my upgrade my bill went up another $10 a month. Please help me resolve my internet issue since I can not get no help from them. ThanksDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to have the service and signal that they say they Gen 4 system. I am very dissatisfied and if my signal and quality of internet can not get better then I wish to cancel my contract with them with no penalties. I have requested they come to my facility and see for them selves that the service is horrible but they refuse to do so. I just want to be able to run my business without problem like I did prior to upgrading.

Business

Response:

August 12, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service. Our records indicate that [redacted]’s service is actually registered to [redacted] and was activated on May 7, 2012. On June 5, 2014 the service was upgraded to our Gen4 service. At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In the most recent speed and web response tests taken, the results indicate the service is operating as it should. Our customer support has only received one call since the service was upgraded and there were no problems found at that time. [redacted] will need to troubleshoot the service with technical support so that we can try to resolve any issues that she may be experiencing. If the issues aren’t resolved at the first level of support we can offer [redacted] a complimentary diagnosis of her computer, router, web browser, etc. with Home Tech Support which Hughes uses to troubleshoot issues beyond the actual internet service. We can also have [redacted] troubleshoot with our advanced technical support agent if she is still experiencing issues after her Home Tech Support session. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: Requested Wireless Internet Service from the company. The Installer that they sent out, [redacted], set up the Wireless service and asked for $100 deposit.

Wireless service stopped working and when contacting Hughes Net they claimed that they do not offer Wireless services and could not fix the problem.

So when I called to ask for Wireless service, they set up the account and did not disclose that they do not offer Wireless, and the Installer they sent out set the service up illegally acting on his own knowing the company does not provide the Wireless service.Desired Settlement: I would like to be refunded or excused from paying the first bill amount which has been less than 2 weeks since the service does not work or function as I requested when they agreed to provide service. I will be cancelling service going forward and do not wish to pay for something I could not use that was sold to me illegally.

Business

Response:

May 12, 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 his HughesNet service. His concerns are specifically related to using his wireless service with our service. Unfortunately, Hughes technical support does not troubleshoot wireless service. We can provide **. [redacted] free troubleshooting with our Home Technical Support team to try and possibly uncover any underlying issues with his wireless service. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. In light of the issues **. [redacted] experience with our service; Hughes has applied a one month service credit to his account in the amount of $71.51. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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: HughesNet phone rep said internet performance would be greatly faster. Performance was slower than the DSL service.

HughesNet phone rep said internet performance would be significantly faster. The actual performance was much slower than DSL service we had previously. Company is now saying that I agreed to a two-year lease, but I have no record of any contract I signed for lease. Now I'm being charged $385 to break lease.Desired Settlement: I want HughesNet to refund the $385 fee.

Business

Response:

August 21, 2013

Review: January 2013 I signed up for a Hughes Net Internet service with was the Gen 3. My service was excellent and no proble** never had to call to ask for help. it was awesome. Well around the end of April first of May I called to ask them to move service from [redacted],** to [redacted] and they did and the guy on the phone was talking about I was due for an upgrade and so on. it kept babbling on and on so I asked him nothing will change except new equipment and so on. He swore everything would stay the same and nothing would change so I said ok. Next thing I know my bill has gone to almost $100 from around $50 something and I call and inthe meantime I cannot use the internet it says does not recognize a modem. so I am paying for something I cannot use. So I stay on phone with a couple people at different times (for extended periods of time) and it works when I get off but after you get off and go back it is the same thing so I call and want to swap back to Gen 3 because I had no proble** before but NO way was that gonna happen but they would send someone out again to check it out and if I was not satisfied I could disconnect with no fees in December and the guy comes otu it works for a few days but then back to the same old same old. So I just stop calling because it is doing no good to call anyways and decide to cut my losses until December and disconnect and be done. So I call November 11 to have disconnected well the girl argues that if I disconnect before January 2014 I will have like $400 something dollars early termination fee. I tried to tell her that the guy told me the last time I called that it wouldnt cost me anything and blah blah blah and I still hadnt been able to use the internet most of the time and just wanted to get disconnected and she goes on to tell me if I dont wait til January13,2014 to disconnect that she will change my termination date til June 2014 which in June 2013 is when they installed the Gen 4. I tried to no avail to get her to just let me pay $100 dollars as of November 11,2013 and just disconnect but continued to argue that if I didnt wait til January 13,2014 that she would enforce the June 2014 termination date. I told her look I dont see why you cant just disconnect me and be done. I have been paying for something that I cannot use for over 6 months and am tired of calling and get another story she argues just like the last guy did no ma'am I promise you if you wait til January 2014 I will guarantee you will be able to disconnect and so on. I told her that is what the last guy said and now she was giving me the run around and she told me just like the other guy no I am documenting and so on and you wont have this problem.

WHY SHOULD I BE BOUND TO A CONTRACT WHICH I DIDNT UNDERSTAND TO START WITH AND WAS TOLD NOTHING WOULD CHANGE IF THEY DONT KEEP THERE END OF THE CONTRACT AND GIVE ME THE SERVICE I ASKED FOR? I AM SO DISGUSTED THAT ALL I WANT IS TO BE DONE WITH THESE PEOPLE! ALTHOUGH I THOUGHT IF YOU DIDNT RECIEVE SERVICES YOU WERE PAYING FOR THEN YOU SHOULDNT HAVE TO BE BOUND. ALTHOUGH THEY SHOULD REFUND ME MONEY FROM THE TIME OF WHEN GEN 4 WAS INSTALLED.Desired Settlement: I JUST WANT THEM TO CUT THE INTERNET OFF NOW WITH NO FURTHER PAYMENTS DUE AND BE DONE AND I NO LONGER WANT THERE SERVICE I AM DISGUSTED WITH THE LIES THEY TELL AND GET THEIR JUNK OUT OF MY HOUSE AND OFF MY PROPERTY. 6 MONTHS AGO WOULD HAVE BEEN TOO LATE.

Business

Response:

Review: My hughes net service I had before I upgraded was not working and they had to send out a tech. once a week for two weeks to keep down people coming in and out of my home I asked if they could make a deal with me to upgrade since I was going to do it in a week or two they told me they would upgrade me for $65.00 well they charged me $199.00. At the begin of this I told them my husband was on disability and I was a full time student and could not afford he $199.00 that is when they told me they would charge me the $65.00. now they will not work with me and I just paid 187.53 on the 22nd of Feb. This is not the first time they have pulled stuff like this. I do not know how we are suppose to pay this. I would of NEVER would of agreed to the upgrade if thy had not told me I could get it for $65.Desired Settlement: I would like for them to lower it and let me have the upgrade for the $65 I was told I could get it for.

Business

Response:

March 18, 2013

Review: I had Hughes Net installed and was told they would put a $40 hold on my debit card but that it would be released in 3-4 days. I called and checked on August 10th and the funds had not been released. The funds were taken on August 7th. Instead of taking $40, they took $51.18 which they weren't authorized to do. When I called customer service on August 10th, I was told to wait until August 12th for the funds to be released. Today is August 16th and I just called today to check because I forgot about it and the funds still haven't been released. I was told that I need to fax a statement to them. I don't have a fax machine or access to one. I don't have a printer to print the statement off with either. My statements are all online. I asked for an email address to email the bank statement to and they don't me that they don't have one.Desired Settlement: I want my funds refunded and I think I deserve a discount for being ripped off.

Business

Response:

August 22, 2013

Review: I had their service installed on May 27th at our new house. We moved in on May 29th. On May 30 th the service was so slow I called to get help getting it figured out. I was told that is now there service works, after you use so much it is slowed down below the speed of dial up. I asked why I was never informed of this prior to purchasing and was told that they were sorry for the miscommunication but that's how it is. After 2 hours on the phone an agreed refund was to be processed on my account in two different amount. The first for 191 immediately and the second for 200 immediately after they received their equipment back. Well 1 month later 22 business days to be exact and I still have not received either. Every time I call I am told the refund is processed on my account and I should receive it in7 to 9 days. Well that time is way passed. I just want my $391 back as I have already went back to my prior Internet that was slow but at least they didn't tell me it was fast reliable Internet.Desired Settlement: I want my 391 back that I paid and in a reasonable amount of time

Business

Response:

July 21, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns about her account and is seeking a refund. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” After further review, we have issued a refund to **. [redacted]s’ account of $391.37. **. [redacted] has verified that she received the refund on her credit card and has no further issues with Hughes. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, [redacted] Executive Support [redacted] [email protected]

Review: ON OCTOBER 2, 2013 I CANCELED MY HUGHESNET SERVICE BECAUSE MY MONTHLY CHARGE WAS NOT WHAT I AGREED TO WHEN I SIGNED UP. THE WOMAN TOLD ME THAT I WOULD BE REFUNDED FOR THE MONTH OF OCTOBER AND I WOULD NOT BE CHARGED THE EARLY CANCELLATION FEE. TODAY I TRIED TO WITHDRAW MONEY FROM MY CHECKING ACCOUNT TO FIND OUT THAT THERE IS A PENDING CHARGE FROM HUGHESNET FOR A CANCELLATION FEE. I CONTACTED HUGHESNET IMMEDIATELY AND WAS TOLD THAT I WOULD BE REIMBURSED FOR MY OCTOBER PAYMENT AND THE CANCELLATION FEE - ALL I HAD TO DO WAS TO CALL HUGHESNET BACK AFTER 9:00 AM, SPEAK TO BILLING, GIVE THEM MY CONFIRMATION NUMBER AND THEY COULD PROCESS THE REFUND. I CALLED HUGHESNET AFTER 9:00 AM AND WAS HUNG UP ON THE FIRST TIME, SPOKE TO SOMEONE IN "TECHNICAL SUPPORT" FOR 10 MINUTES UNTIL SHE SAID THAT SHE WOULD TRANSFER ME TO SOMEONE IN "BILLING". SHE TRANSFERRED ME TO ANOTHER PERSON IN "TECHNICAL SUPPORT" AND THEN HE FINALLY TRANSFERRED ME TO "BILLING". I HAD TO EXPLAIN MY SITUATION ALL OVER AGAIN EVEN THOUGH I GAVE HER MY CONFIRMATION NUMBER. SHE PUT ME ON HOLD FOR ALMOST 10 MINUTES. SHE WAS GIVING ME "THE RUN AROUND" WHEN I WAS TOLD A FEW HOURS PRIOR THAT ALL I HAD TO DO WAS TO CALL AFTER 9:00 AM GIVE THEM MY CONFIRMATION NUMBER AND THE REFUND WOULD TAKE PLACE. HUGHESNET IS A FRAUD AND WITHDREW MONEY FROM MY CHECKING ACCOUNT WITHOUT MY PERMISSION. I CLOSED THE ACCOUNT ON OCTOBER 2 AND WITHIN A WEEK, I RETURNED THE EQUIPMENT TO THEM. I NEVER RECEIVE A STATEMENT FROM THIS COMPANY SHOWING ME WHAT OR WHEN MY ACCOUNT WILL BE WITHDRAW FROM - IT'S A SCAM. I WILL DO WHATEVER IT TAKES TO RUIN THIS COMPANY'S REPUTATION AND WILL NOT STOP UNTIL I GET MY $400 BACK!Desired Settlement: FULL REFUND FOR MONTH OF OCTOBER $54.18 AND FULL REFUND FOR CANCELLATION FEE $345.82

Business

Response:

November 22, 2013

Review: They lied about their service, not once, not twice, but four times. Not once was I told I had limited use of the internet. I asked if my [redacted] jack was compatible, they said yes, first lie. I asked the installer if I could use the internet any time I wanted, he said only if I was down loading I-Tunes, second lie. Before my 17 days was up I called and asked why I was having problems getting on the internet. A tech told me that was easy, just unplug the power to the modem, and I could get on. I didn't realize that he was resetting my use. He said if I paid for the next higher mega bites, I wouldn't have that problem. I upped it. He said if it happened again unplug it again. A week later (after my period to get out of their contract had expired), I tried it again, and of course it did not work. I called again, they wanted me to up my mega bites again, I said no, I want to know what is going on. Then and only then did they tell me how it really worked. I told them they had gotten my business by lying to me. I would have never taken their service if I would have been told the truth. I told them they had broken our contract by committing fraud. They want early termination fees , to which I am writing them and telling them to check the recorded call that I made to them, they are the ones that broke the contract. They should not be able to lie to people, just to get their business.Desired Settlement: They should not be able to trick and lie to anyone. I read complaints after this happened and realize this is their practice. I hope this stops them of doing this to anyone else.

Business

Response:

July 15, 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 February 17, 2014. On May 22, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $370.00. A sales call review indicated that [redacted] was informed that [redacted] jack was compatible with our service; however she was informed on February 19, 2014 that Hughes didn’t guarantee the service for [redacted] jack and it was supported by Hughes. At that point [redacted] was within her 30 day period to cancel without penalty but didn’t request a cancellation. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $245.00 to her account representing half of the early termination fee a one month service in the amount of $60.00. 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, Darron W[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:They still want me to pay a termination fee. I will not. They are the ones that broke the contract, by misleading me. THey out and out lied about their service.Regards,[redacted]

Business

Response:

July 30, 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 been in contact with [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Please be advised that we have informed [redacted] that she had the opportunity to cancel her service without penalty once she was informed of the incompatibility of using her [redacted] jack phone service. [redacted]’s early termination fee has been decreased from $370.00 to $125.00. She mentioned that she wouldn’t pay it and we have applied credit to offset more than half of the valid early termination fee. At this point, we feel that we have resolved this to the best of our ability. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I have turned in all their equipment, plus the $85.00 modem. They also have a month of charges, they charge a month ahead. I will not pay them any thing. The [redacted] jack is only a small part of their misleading the public. Even their ad on TV does not tell how they work. My friend called and asked them specific questions, they still didn't tell the truth. THEY BROKE OUR CONTRACT!!!!!

Regards,

Review: Hughes.net failed to honor our agreement which I spoke with a representative [redacted] in November 2013 to cancel contract. I was advised of the 400.00 cancellation fee. He saw where I had still been charged from my account from me calling 2 months prior so he credited from my balance and told me I know owe 313.26. Advised me I had until April to pay the cancellation fee . Stated the conversation was being recorded and to yes or no to what I didn't understand .I spoke with a supervisor [redacted] today said he could not find no such documentation with the case # [redacted] which is the one given by [redacted]. I authorized 49.99 monthly in the beginning never once did I ever authorize 327.48 amount to come out of my account. [redacted] told me I would be receiving the kit for return in 45 days which has still not come. The service was set up by a young man whom did not know about the Gb nor was I ever explained this. Bottom line Hughes.net stated in the system I was canceled on january 17, 2014 and it was computer generated . Why isn't the information placed in the computer other them receiving money from customer with no notice of when it's to be withdrawn. To speak with a representative several but there's nothing in the system but your account info for them to withdraw money. I should have been advised of their withdrawal practice. Hughes.net is poor excuse for internet services when they cannot even document when speaking to a customer but gives this fake case #'s.Desired Settlement: The company should honor the agreement that was in place not just do at will what a computer generates why speak to a person several times and it has been canceled since November because we have not had the service so why January 17 , 2014 date because that's when they decided with no notice to customer despite the circumstances in might put them in financially to remove 5 times the amount authorized.pay the amount by April 2014.

Business

Response:

February 6, 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 and is seeking to cancel without penalty.

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

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.

We have issued a refund of the early termination fee of $327.01 to the credit card on file bringing the amount due to $0.00. If **. [redacted]’ has any additional questions; she may contact me at the number below. **. [redacted]’ equipment needs to be returned within 45 days to avoid being charged an unreturned equipment fee.

We sincerely regret any inconvenience that Ms. [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]

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

Review: When I signed to use HughesNet internet service, I was not informed that their plan had monthly data usage or that I was under a 2 year contract. Also, I was informed that I would be charged $60.00 for the initial service and $100.00 was instead withdrawn from my account. I spoke with a person on the phone to set up a date for the instillation and have not heard from that person again.

I never received any paperwork regarding my services or any type of receipt. I was under the impression that the paperwork would be mailed to me. As per HughesNet my contract started 04/01/13, and I have yet to receive any type of information regarding my so called contract or anything else. I have contacted HughesNet with my complaints and all they can say is "I apologize, but..."

I have been informed that I would have to pay $400.00 to discontinue my contract.Desired Settlement: I want out of my contract without having to pay any type of penalty.

Business

Response:

May 15, 2013

Review: We have had this this service for 2 months. We tried to use it on the second day of service and our usage was already used up and when it did work properly it lasted for a few days in the week then it goes out again . We have yet to experience the extent of the whole service of Hughes Net its constantly unstable . we went to higher packages thinking it would help and with the help of the sales representative we were told that it would do what we needed it to do. We called to cancel and they just tried to sell us a higher package instead of fixing the current problem. They also slow up the bandwidth tremendously no matter the package. We have the understanding that on cloudy days it will act up but on the sunniest clearest of days we still have issues.Desired Settlement: We just want them to come get there equipment and forgive the disconnect fee .We just don't want no dealings with Hughes Net at all.

Business

Response:

July 10, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service. After further review, **. [redacted] account is cancelled. We have waived the early termination fee and service fee, bringing the amount due to $0.00. In addition, the equipment needs to be shipped back within 45 days after cancellation date to avoid being charged an unreturned equipment fee. We notified **. [redacted] about our decision on 07/10/2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Lied about set up fees and pricing

Order the service and told the would be no up front fees. The day after installation I had a $108 charge to my credit card. I called to find out what the charge was for and I was sent back to sales and they said they would have to review the recording and let me know if indeed I was told no fees. They reviewed the tape and I was told no fees. They said they would have to fax the company this info and they would credit my account. After a week and no credit I called and they said they had given me a credit and I informed them that no credit had appeared on my checking account. They said no we gave you a coupon and a credit? I said no you need to credit my account. I insisted on speaking to a manager and they transferred me back to sales? They said that was the sales departments fault and I would need to call them back. At this point I realized it was a loosing battle and waited to see if there would be some sort of credit on my first bill. NO credit on my bill and it was $10 higher than the price I was quoted! I did not bother to call them as they just give you the run around.Desired Settlement: I would like to end this contract send the equipment back with no charges.

Business

Response:

May 14, 2013

Review: Installer was here for 12 hours, charged us 100$ before he would proceed then cut the [redacted] line in 2 places, said he would fix it, never showed up. I called customer service several times, they kept promising to call and send an installer to replace the line 7 days later they never did. On a call with a supervisor I was promised a credit for 100$ to pay [redacted] to come and fix hughes nets mistake and the other supervisor said they cant do that. So hundreds of dollars later I cancelled hughes net and have to pay [redacted] out of pocket to fix hughes nets mistake. Horrible customer service and lies!Desired Settlement: it would be nice if they paid me my 100 bucks back for their negligent installer and the 100 bucks I have to pay another company to come out and fix their mistake. 1 months free internet isn't compensation for all of the hassle, hours on the phone with their customer service and empty promises. complete scam!!

Business

Response:

Review: when I signed up last year july 16, 2013 I was told $39.00 monthly and 10 gib monthly. they took the payments out of my checking every month. they charged me $70.00 and more monthly. the 10 gib didn't t last for 3o days. when I first sign up they say cancelled anytime and buy back the satellite dish. after they install the service I didn't know that I bought the satellite. I tried to resolve the issues of the monthly bills. they just overcharged me each monthly and now I cancelled service they say they lock me out. throw away the satellite and the box. in march I got them out of my account and told them to bill me. overcharged each month when I was supposed to pay $39,00 monthly and couldn't use the internet much per month of the gigs.

I had to quit paying them and lock me down high way robbery. now I just want them buy back the dish and reimburse me. I feel I was to good of paying them each month and not receiving and decent services.Desired Settlement: buy back the dish pay back the extra 30.00 monthly that I wasnt to paid. the deal was $39,99 monthly not more felt cheated and couldn't use the service intended for I was a good paying customer

Business

Response:

July 29, 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 July 22, 2013. On July 10, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $235.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Regarding [redacted]’s concern to receive a credit for returning her equipment please be advised that she received an instant credit of $200 at the time of install to cover the cost of the equipment which is $200.00. The other amount paid at install was $199.99 for installation which she was told would be no charge which was revealed during a sales call review. In the same sales call review it has been determined that the agent did give the correct pricing for the monthly service plan which was $59.99 minus a $10.00 service discount for three months and a lease for the modem. [redacted] didn’t qualify for the lease account which is why it was set up as a purchase. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $235.00 to her account representing the early termination fee since she was under the impression she wouldn’t be paying an installation fee. The equipment has already been credited at the time of install and isn’t eligible for return credit. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:I want reimburse for the disk and was lied to by the salesman and reimburse for taking money out of my account. should ve be 40,00 monthly not 109,00 monthly I couldn't use their service for 10 gib rest of the month no service they made money off of me I am not happy with them I felt I got robbed and stuck with a disk that isn't no good tell them to mail me a check for the equipment and the extra money they took of me each month and I call them several times went to their site to get rid of extra service and charges and they did it anyway. my neighbors will be getting rid of them to they are having the same trouble. I don't owed them they owed me. thank you I don't want nothing credit to their account because I will not be their customer again.Regards,[redacted]

Business

Response:

August 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Regarding [redacted]’s latest concern about being reimbursed for the equipment, as previously mentioned there was an instant credit of $200.00 given at the time of install to cover the cost of the equipment. Regarding [redacted]’s concern about not being billed as quoted by the agent on the sales call, a call review was conducted and it has been determined that the agent gave the correct pricing that is reflected on [redacted]’s invoices. At this point, we have waived the early termination fee in the amount of $235.00 and the remaining $159.96 balance on the account is a result of no payment being received from March of 2014 up until the service was canceled on July 10, 2014. Unfortunately, there are no more credits that can be applied at this time. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

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

Regards,

Review: On December 22, 2012 a Hughes net installer drilled a hole in my new tub in the downstairs bathroom. Hughes net told me that the repairs would be made several times in the course of a year. They told me that they would provide my internet service free of charge until the repairs were made. The repairs are still not made and the internet service is disconnected because they told me that I need to pay. I talked to supervisors and was told that they would call back. I never received a call back. I tried being patient, but the hole has been in my tub for over a year. This is an embarrassing eye sore and limits the functionality of my bathroom tub.Desired Settlement: I want my tub properly repaired or replacement asap! I also want any money that was paid for service to be refunded. I also want the equipment removed from my house.

Business

Response:

January 9, 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 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. Our records indicate that **. [redacted]’s service was activated on December 22, 2012. On January 9, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $235.00.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $117.00 to his account representing half of the early termination fee. Regarding **. [redacted]’s concern of his damage claim not being addressed, we have confirmed that the installer has agreed to repair or replace his tub and will present **. [redacted] with a proposal in a matter of a few days. We informed **. [redacted] of our decision on January 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,

Executive Customer Support

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

[email protected]

Review: This case is to stipulate that HughesNet did mislead Plaintiff in an effort to finalize a sale, and that Plaintiff having caught the error(s) did cancel service in under 24hours of Service commencement, and that although Hughesnet did agree to refund all monies (as contained in chat and voice transcripts/recordings), promised refund was not received in full.

To more fully understand that the aforementioned claim need not take either side of the argument, Simply listen to the Voice recordings which can be inspected here:

(Obfuscation of information should be considered an unnecessary evil; apparently Revdex.com does not allow links in their normal formatting so please cut/copy/paste the following into your browser without spaces and press enter. The link will take you to a [redacted]Desired Settlement: The desired outcome is the original agreement, that refund be in full. It is not my fault that the error of first informing me that their service would work with our needs (mainly voip), but also the delay in this refund due to HughesNet representatives inappropriately stating I should wait for a prepaid shipping label and box in which to send their hardware back was deceptively not the case (we incurred an additional loss in the $20.00+ shipping charge and more.

Although our Letter of Intent has been completed this date for filing in our State Court, it is in an effort to exhaust all administrative remedies first, hence our Revdex.com filing.

Business

Response:

June 24, 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 dated to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a full refund after cancellation. “If you cancel your order before installation, you will be refunded the amount that was collected at the time of order.” After further review, **. [redacted] cancelled his account after installation; therefore the installation fee went to the technician for his labor. However, we have requested a recorded call from our customer support team to identify what transpired during the sales call pertaining to the installation fee. Hughes should receive the call in approximately (2) weeks for review. We will notify **. [redacted] once we have received the results of our decision. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very Truly Yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: HughesNet added a $10 monthly fee for a static Internet Protocol (IP) address. My service is dynamic (DHCP) which means their server hands the IP to my modem. HughesNet requires all monthly transaction be paperless and automatically withdraw funds for payment due, I never see the bill. Yesterday I logged into MYHughesnet.net and after searching for about 1 hr found my current bill, I noticed the $10 additional fee and called their customer service, at first they told me it was for a static IP, when I told them I was looking at the modem setup and it shows it is setup DHCP the service rep argued with me, I asked to speak to a supervisor was told no, I insisted and was finally given to a supr (name [redacted]) who said yes she could see that I was being charged incorrectly and that the money would be credited back to my bank account. She returned me to the first rep who put me on hold for approx 30 minutes then came back and said they would not be refunded the $360 dollars I have been over charged. I asked to speak to [redacted] again, she said their billing agent said the overcharge was my fault because I didn't catch the mistake sooner and they would not do a refund. This appears to me to be fraudlent business practise and if I had not been knowledgable in the Information Technology field to recognize the difference between static and dynamic IP addressing they would have continued to charge me. I have no reason to believe that they are doing the same thing to other customer.Desired Settlement: I would like the entire amount that I have been over charged for the 36 months of service credited back to my bank card HughesNet has on file for billing purposes. Total of $360 plus applicable taxes I was charged

Business

Response:

July 24, 2013

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Description: Television - Cable, CATV & Satellite, Internet Marketing Services, Internet Services

Address: 11717 Exploration Ln, Germantown, Maryland, United States, 20876-2700

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