Hughes Network Systems

Review: On or about August 8th, 2012 I called HughesNet to cancel my satellite internet service. When asked why I was cancelling, I explained that I was moving into a rental house in a couple of days. At the time, I had no idea of where I would be permanently moving and if HughesNet service would be required when I relocated.

The HughesNet representative suggested I place my account in suspension instead of cancelling, as it would prevent me from having to renew my account and sign up for another two year commitment. I explained I was moving and asked what I needed to do to suspend the service. I was told by the HughesNet representative to take my satellite modem and power-cord only and that HushesNet would move the satellite dish and radio to my new location in required, and if I decided I didn’t need the service later on, I could cancel and send the modem and power-cord back.

On Oct 29th, I called to cancel the service as I wouldn’t need it at my new location. I was sent a box to return the modem and power-cord. HughesNet also requested return of the radio located in the satellite dish. I did not have the radio as I was told not to take it by the customer service representative. I returned the modem and power-cord and included a letter in the box explaining the circumstances as to why I did not have the radio.

About a month or two later, I noticed a credit card charge on my account for $215 for the radio. I did not authorize this charge. I’ve contacted HughesNet customer service many times; they refuse to eliminate this charge. HughesNet admits they convinced me to suspend versus cancel the account. They admit they told me to only take the modem and power-cord to my new location. They admit that I could have called them after moving, had a technician relocate the service without charge and then cancel the service the next day. They admit that in HughesNet service agreement, it clearly states that any equipment is the property of HughesNet and needs to be moved by them. They admit that HughesNet should be responsible for removing the radio from the satellite dish at the old location because it’s equipment I know nothing about and because it was installed at a height that would make it unsafe for me to access.Desired Settlement: I want the $215 charge for the radio dropped. I want a statement from HughesNet clearly stating the account is closed and paid-in-full.

Business

Response:

April 3, 2013

Review: On March 18th a Hughes Net representative came to install the internet service to my newly built apartment. He was told that the lines had already been installed for use and that he only needed to run the cable to the building and set up the programming. While he was working, one of my drywallers working on the 1st floor saw something drop from the 2nd story. When I went to check I found my 1000ft of blue co-axil cable laying on the ground outside. When asked what the rep was doing he stated "He thought it was his". The rep never brought in blue cable. He had also stated that they did not use the blue cable. That was his reasoning for him cutting the wire we had installed, using it to re-run a black cable and putting a large irregular hole in my new drywall. He dropped his cable down next to a functioning vent pipe for a large wood burning stove. The cable was left hanging next to the pipe with nothing to insulate it from the heat. This would have caused a fire had it not been discovered. The rep also put a large hole with no covering or service box in my drywall in such a way that the only way to fix it is to have half the wall replaced. My drywaller provides a special texturing that cannot just be patched or covered over. He was on site and could have assisted the rep had he but asked. The estimated damage is $500.00 to fix. Numerous calls have been made to Hughes Net with no resolution. A Supervisor did come take pictures about 4/8 but nothing has been done since.Desired Settlement: I would like Hughes Net to pay for the damages to my drywall and for the rep to not be allowed to perform anymore services to this area without further training. He was rude, destroyed property, and attempted theft of property.

Business

Response:

May 6, 2013

Review: have been fightn with this co since dec 2012. they send me a bill 4 one thing then send me another. the rep called me me at 11:31 pm which I thot was againsnst all rules. he"d better be glad I didnnt hear his call. this company is a b.s. company.Desired Settlement: I want them to do right on the billing. they always screw up on their billing. and that guy called me at 11:31 pm!

Business

Response:

May 17, 2013

Review: on 6/08/13 I contacted hughesnet and I cancled my account with them becouse I was told there internet service was faster than my dsl it was far from the truth so they told me they would give me my june payment would be reternd and they would send me a box to send the modem back they said I could keep the dish and the bolts theyput threw my sideing on my house and the days I had to stay here one day they never showed and I cheaked this morening my cheaking account and they took 400 dollars out of my bank acc. l did not cansle my account with hughesnet becouse I wanted too I canled becouse they could not provide the service they promissed they are leading peaple on to get them signed upDesired Settlement: get my money back and make shure they dont bo it to others lying for money is stealing all I get is my 100% veterans disability

Business

Response:

July 24, 2013

Review: When I contacted Hughesnet, the salesperson was asked more than once if the service would be below $75.00 because I am on disability and on a set income. The salesperson said it would be below that amount. I said if it was not below that amount, I would not change my service. She stated that it would remain below that amount. That lasted one month at $69.00. They withdrew money from my checking account where I did not okay such an action. When I spoke with them about that, they said they could paper bill us but that would increase the bill by 5 dollars. I was okay with that. The following month, the price of the service went up to $94.00. That was much more than I said I could afford the service. After talking with another person, evidently in [redacted], I was told that they could drop the price down to $64.00 until February of 2014, then the bill would return to 94 dollars. They asked me if that would satisfy me. Is stated for now, but when the bill goes back up, I will be forced to drop the account. I expected the bill to remain below 75 dollars, because that is why I entered into business with Hughesnet. I wish I never started business with this company. Also, there is a usage quota that I asked them three times about, and they reassured me that any regular user would never go over that amount. Two of my 4 months with the company, I have gone over the allotted amount. I consider myself to be one that does not abuse my time and downloads by any means, but the quota they allot to their customers is MUCH too small. We in the public are not up on what constitutes too much usage. The only thing this company is good for is if one is completely in the boondocks and there are no other providers available. I feel defrauded and lied to by the sales person.Desired Settlement: They need to drop my bill from here on out to less than 75.00 like they promised over the phone when I originally decided to become associated with Hughesnet. If not, I feel I am free to leave them without fear of any punitive billing for leaving their service before the 2 year period.

Business

Response:

August 8, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In

response to your letter to the Executive Customer Support division of Hughes,

we have 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 April 9, 2013. Regarding **. [redacted]’s concern

of being billed more than $75.00 per month; his actual recurring service plan

details without any added service charges are $59.99 for his monthly service

and $9.99 for the modem rental. The total including tax would be approximately

$71.00. **. [redacted] has added invoice billing which is an additional $5.00 per

month and all customers automatically have Express Repair added on their

account as of the second bill cycle at an additional $11.95. Customers can

choose to remove Express Repair at any time. If Express Repair was to remain on

**. [redacted]’s account, the total monthly cost before tax would be approximately

$87.00. At this point, per his request Express Repair has been removed bringing

his monthly charge to $74.98 before tax. **. [redacted] is currently receiving a $30.00

service credit for six months which would bring his bill down to approximately

$45.00 per month for six months.

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. It has been explained to **. [redacted] that if he

decides to cancel his service at any point during his 24 month commitment

period he would be subject to an early termination fee. Because that fee is

reduced on a monthly basis, we are not able to tell him what that fee would be

in the future. We

notified **. [redacted] of our decision on August 8, 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. At this point, we would respectfully request

that our response to this complaint be accepted as closure to the case. In the event you have any additional

questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very

truly yours,

Executive

Customer Support

[email protected]

Consumer

Response:

[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:

My email service was not connected and working on my computer until today. I found two emails in the account once it started running from May 9, 2013 and June 14th, 2013. It took getting someone from their tech support at the corporate level for me to have a working email. A working email is part of the service and I never had a working email until August 8, 2013 while speaking with the person from corporate. On the day we set up service, both my wife and I spoke to two (2) individuals either from [redacted] or [redacted] and they could not fix the problem after an hour on the phone and them trying to talk us through it and us hitting the correct keys and following correctly their instructions. Every time, something would happen that would not allow the email program to begin. Because we had no email, I consider the service defective beyond the month they require to cancel their service without penalty and not on par with what other providers give their customers. They failed on their end of the bargain.

Review: I was a customer and had completed my two year contract with the company. I had cancelled my service on or about July 1, 2013. Hughes net charged me $33.49 for four days of prorated service from 6-28 til 7-01. Usually my full 30 day bill would be $70. How do they justify charging me almost half a month of service for only 4 days. And furthermore, I feel it is outrageous that my "package deal" was supposed to be $45.99 per month, but after every tax, lease and maintenance fee had been applied.... my bill each month is $70. I would like to know how it can go from $45 to $70. I really feel that this company is trying to take advantage of me. I have already contacted the company once and explained my position on this situation and I continue to get bills from HughesNet.Desired Settlement: I do not mind to pay for the four days. But, I will not pay some trumped up charges. I would like for my bill to be adjusted accordingly.

Business

Response:

August 8, 2013

Review: Hughsnet guaranteed I would be able to attend online classes using their service; I could never reach my classes using their service, or got cut off.

I signed up with Hughesnet in Jan. 2013,account #[redacted]- the service was poor so I upgraded to a more expensive service in order to attend classes online. When the installer came out he came late and left early, leaving me with no service, said he was already late for his next appointment; I refused to sign his work order and tried fruitlessly to get service through repair service. Three days into the upgrade the service came on, then it would be on a day off a couple of days, or on a few hours, or cut me off in mid-class.

Each time I had a problem I would call tech support, of course the problem was never resolved, I called 3-4 times a week for tech support on the average. I never got quality service and had already paid my tuition for school, it was either get an F or change Satellite providers, I chose the latter, not once did hughesnet offer to send out a technician to see what the problem might be. I had no choice but to cancel their service and get an even higher costing provider, from whom I have had no trouble attending my classes.

I asked Hughesnet to terminate the service on 08/05/2013, so the fees would stop adding up, they promised they would, they also promised to send me an equipment return box, which they have not yet shipped. I called Hughesnet @[redacted] and expressed to them I had not recieved the equipment return box, this is when I found they did not turn the service off as I requested nor did they ship the equipment return box. I was told I owe 373.11 for early termination and another 300.00 if I don't get the equipment back to them.I explained to them their service would not allow me to access my online classes, I was told I still owe the early termination fee and the amount will escalate if the equipment is not returned.

I explained to them I had solicited another service and was doing well in school and had no intentions of paying them for rotten service. I also added if they insisted on payment send me a paper statement every month and I would pay them 3.00(three dollars) each month for the next 10 years.

The service was below pitiful, nobody should have to be subjected to this type of rip-off.

I complained at least 25 times and never was my cries heeded nor did they resolve the issues at the time I called in, days later I would check and the service may or may not be up. I have had to go to hot spots over town to do my homework at times.Desired Settlement: I honestly feel Hughesnet should refund all the money I ever invested in this awful fiasco, and pay me for the pain and suffering I endured worrying about getting on line to do my schoolwork, and having to drive around seeking methods of getting online for my classes.

I would like a refund for all monies paid to this rip-off company, I would like to see this early termination fee gone. I wish to be paid for the worry and the gas I used to drive 40 miles round trip to get on line elsewhere.

I

Business

Response:

August 26, 2013

Review: To whom it may concern:

Let me start out with the fact that hughesnet has failed to be up right with all of the things they are doing when you sign up for an account. Hughesnet never informed me that it would be a 2 year contract to start with. Then when we moved to [redacted] from [redacted] they automatically update your contract for another 12 months which was never verbalized to me. On top of that they have had horrible customer service. They have hung up on me, never solve my issues, and I have been told I would be contacted by a supervisor only to find myself waiting weeks, months, and finally having to call them back. We had to move for the second time to our home in [redacted] now and we only had 2 months left in our contract, so rather than canceling it we where going to have the services moved only to find out that if we do that they update our contract for another 12 months. I finally decided to pay the $130 dollars for the cancellation fee and the $100 dollars to remove the satellite which they otherwise would have charged me about $300- $400 dollars for. I am upset because after all of this I have never received a receipt stating that I paid $130 dollar cancelation fee. I have tried several time to contact them and get a final receipt only to be left empty handed again. When I called to speak to a manager they said it wasn't possible. They also told me that they aren't able to give me a receipt and I feel that this among other things that this company does is illegal. I would like to have my issue resolved but it seems they are unwilling so I have chosen to contact the Revdex.com in search of a resolution.

Thank you,

[redacted]Desired Settlement: I feel that since the business cannot provide me with a final statement of my cancelation fees or even a receipt I would like to be refunded the $130 dollar cancelation fee.

Business

Response:

August 30, 2013

Review: There are so many problems concerning my dealings with Hughes Net that I will list them:

1. Many years of horrible service and false advertisement of speeds which we never received ( we had no choice but to continue as there was no other provider in the area,Hughes had a class action law suit against them but we did not participate in the law suit--our mistake)

2. called to complain about the horrible speeds and false advertisement but were always given the run-around.

3. They started billing me even after I had canceled! Putting in bogus charges and differing amounts. I called and had my credit card refuse these charges and any more from them. How can they still have my credit card on file after I cancelled??

4. They are now calling at all hours.Desired Settlement: I want Hughes net to stop contacting me and trying to bill my credit card!

Business

Response:

September 9, 2013

Review: I moved to a rural address and was looking for decent internet service. Unfortunately for me, cable internet service was not available in the area I moved. So, I started to look around for a suitable alternative. I found Hughesnet and was satisfied with their advertised internet speeds. I called them up, and they came out to my place and installed the satellite dish. Because it was a satellite dish, there is a cap on how many gigabytes of data you can download. I knew this when I signed up, and I told the salesman that we liked to play games online, download music, and stream video. The Hugesnet salesman assured us that we we fine, That 10 gigs a month was more than enough data. Problem was, it was not nearly enough data. We reached our limit within a couple of weeks, and once the limit it reach, Hugesnet will seriously throttle your internet speed. IN fact, after the download cap had been reached, Hughesnet basically turned the internet off, or at least turned it down enough to be totally unusable. So basically, I was paying for a service that I could only use half the time. So I canceled. Here is where the trouble really starts. I guess even though it had only been a month or two since I had signed up, I ended up costing me over $400 to cancel. Like I stated before, I was unable to use the service properly, so I didn't have much of a choice in canceling. I don't want to pay for something I cant use. So I payed the $400. A month or so later, Hughesnet charges me $100 out of the blue, saying I didn't turn in the cable modem. Well they never asked me for the modem back, and certainly didn't send me a box to send it back in. I call them up and the send me a box, and I send in the modem and a few weeks later I am refunded the $100. The worst part was when 8 MONTHS LATER Hughesnet again charges me $200 for some piece of equipment they said I have. Again, I gave them every opportunity to collect their equipment. I sent in the equipment they requested when they asked and provided a means to return it. I payed to have the account canceled. I fulfilled my end of the agreement. Hughesnet charged me on multiple occasions without notice and without giving me an opportunity to take care of whatever grievance they had. As I am writing this, Hugesnet is abusing my bank information and basically extorting me. This all could have been avoided if Hughesnet would have simply fulfilled their obligation to collect their equipment, or notified me of their intent to charge me at the very least. This has easily been the most convoluted frustrating customer service experience I have ever had.Desired Settlement: Hugesnet debited my bank account with out notice or authorization, months after the conclusion of our agreed arraignment. They need to post a full refund of all charges I have incurred to my debit account.

Business

Response:

November 7, 2013

Review: The company has billed me for something that I have not authorized. I cancelled my service with them back in March within 30 days and they told me my bill was paid in full. I paid for my services and returned the equipment that they requested. 8 months later, I noticed a charge on my credit card for 212! I have never received a phone call, an email, or a bill for this. I had a final billing notice and that was paid. The service was cancelled on March 3rd and I have a final statement that shows it was paid in full!

I have called them 3 times now and they wanted me to take off the transmitter and send it to them. Why are they not sending me a bill and telling me I owe money instead of just charging me for something. I spoke with one person for about 20 minutes and then she said she would take the charges off and I would no longer be billed. When I asked for a confirmation email, the person refused to send me one and said I could see it in my account, which I no longer have. She said to not worry there would be no more bills and her manager said this should not have been billed. So, she helped me log in, but I do not have an active account, so I could not see if she actually took the charges off or not. When I first called them 2 weeks ago, they said it would no longer be charged as soon as I asked for a manager and told them I would be reporting them to the Revdex.com. I assumed it was taken care of or else I would have reported this immediately.

3 days later, a bill came for the first time. I called again and the guy said I had no account and he could not find my information, but he would call back later when my account came up. I never got the call. Then I spoke to 2 more people and they said they would send a box so I can take something off this dish that I owe them, but they sent me a power supply for something I do not even own! How can they decide 8 months after an account is cancelled and paid in full that I owe more money without informing me? I never got one email, phone call, or letter regarding any missing pieces and sent back everything they asked for when I canceled. This is a big scam as nobody there will work with me to get this resolved after I was told I was no longer being billed.

This is a scam because they are trying to bill without notification. They also changed what they said was required to be sent back. They also sent me a power supply instead of a box to try to return the receiver, so they are not even trying to get the receiver back, but charge me for a power supply which I have no equipment for.Desired Settlement: Stop charging me for something 8 months later that I do not owe. The customer service is the worst I have ever had to deal with and they do not do what they say they are going to do. This place has too many complaints to have an A+ rating! It really should be changed based on what others have also written about their billing without notification. If I was being charged for something, then I should have had a bill or notice telling me what the charges were for. I never did until I called to complain about the charges on my credit card. Why does my final billing statement show I owe nothing from 8 months ago and now I am getting billed for no reason? I should not have something come off my credit card 8 months after the fact with no notice that anything was missing when I returned the equipment that was required when I sent in the box originally. No notification of billing and then I was lied to about not being charged because that amount was being taken off is enough to make me think this business is not practicing best business practices and good customer service.

Business

Response:

December 4, 2013

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 account

was activated on February 11, 2013 and requested to cancel her service on March 4, 2013.

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 $212.00. **. [redacted] has disputed the charge of $212.00 and has been awarded that amount by her financial institution so there is nothing to refund at this point.

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: Our Hughes Net Satellite never worked. We were charged monthly fees, even though the local Hughes Net technicians could never get it to work.

We purchased our Hughes Net system in December. For three months Hughes Net tried to get it working by sending technicians or having technicians work with us over the phone. With all the attempts, it never worked. We were still charged $60+ a month for the service. We called to complain and were told they could not refund the money but they would escalate the complaint in March 2013. There was never any further assistance given, we were still charged monthly. In April 2013 we cancelled the service and said we would not pay cancellation fees because they never were able to get the satellite to work. They charged us over $300 for a service cancellation fee. This is completely unacceptable business practices. I would urge anyone thinking of getting Hughes Net, to look elsewhere for service. Our dealings with Hughes Net were so horrible and unprofessional at every level of management!Desired Settlement: The cancellation fees and monthly service fees

Business

Response:

December 19, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [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 November 28, 2012. On March 28, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $355.00. On June 11, 2013, $192.84 was credited to the account to help offset the early termination fee.

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 an additional credit of $162.16 representing the remainder of the early termination fee to her account and that amount has been refunded to the card on file. Once **. [redacted] provides proof that her leased radio transmitter was sent back, an additional $213.50 will be refunded. We informed **. [redacted] of our decision on December 19, 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. 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 signing up with the company I was not advised of this being a data plan.

When signing up for [redacted], they advised that Hughes Net was the top company in my area. They transferred me to someone who could sign me up for it. This person gave me no information about the company or that this involved a data plan and automatically signed me up for the lowest plan without consulting my needs. After 2 months of slow internet my Husband got on the website to figure out the problem and that is when we realized we were on a data plan, it has been 2 months since we got the service and when I called to find out what was going on they just advised that it would cost me $400 to disconnect the service or I could up my data plan. We are trying the upgraded plan. My complaint is that I was not informed of this from the beginning. I never would have signed up for it had I known about that. Im paying $64 for a data plan for internet on top of having to have a data plan on my phone to use the internet. It just not make sense to me.Desired Settlement: None at this time

Business

Response:

December 30, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]:

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service.

Our executive customer support reviewed all pertinent database records prior to attempting contact with **. [redacted]. 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.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. In light of the difficulties **. [redacted] has experienced with our service, Hughes issued (10) tokens to her account to use at her convenience. In addition, a credit for $10.00 off for (12) months has also been added to the account.

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: We own a secluded and remote ranch with a small ranchhouse that we go out to monthly. We needed an internet connection so I could run a business while out there. We chose Hughes Net to provide that a year ago.

After installation of the satellite, I had miserable service. I'd get 20 minutes of a connection, then 30 minutes of no connection, then 15 minutes of a connection, then 20 minutes of no connection. Back and forth. I tried to get them to repair this. It was like pulling teeth. The installer in [redacted] would not answer the phone or return my initial calls. Once we finally connected, he came out. Problem was improved, but did not go away. It was so difficult getting the installer to return my calls or do a good job. I lived with this poor service for a year.

A few weeks ago, we had someone wanting to buy our ranch. We agreed. Closing is in just a few weeks. I went on the internet to find a way to contact Hughes. The ONLY number I could find was for new installation. I had no choice but to call it...and I simply get a recording that they detect my number, and I needed to call a different number.

I call the different number. Several times in a row, I simply get a click, and then I hear an echo of my own voice going "Hello? Is anyone there". Frustrating.

I next go to Chat. She tells me I still need to call the same number. I explain I have tried repeatedly. She takes my name and number.

I next try a number for business customers on the Hughes website. I have to imply I'm wanting an account to get through!!!!!! She tells me I need to call the same number that doesn't work.

I next try the number several more times. Failure every single time--a click, then an echo of my voice. Finally, I'm able to get through. HUGHES NET MAKES IT ALMOST IMPOSSIBLE TO GET THROUGH TO THEM!!!!! They clearly have no desire to have a reachable customer service.

I explain we wouldn't own the ranch anymore. The reply?? You are "breaking the contract". How are we "breaking the contract" if we WON'T OWN THE RANCH ANYMORE???? I was trying to cancel it SINCE WE WILL NOT OWN THE RANCH ANYMORE, not break it.

I was told I could transfer the service to another location. That is crazy!!! I ALREADY HAVE INTERNET AT OUR OTHER HOME. I do not need two connections. I am told very coldly that I need to pay for 12 more months of a crappy satellite connection when I have NO ranch house to put it on anymore, or pay $220 fee for "breaking the contract."

I am so exasperated that I ask for an address for my attorney to contact them. I am told there is no address. HUGE LIE.

I am livid. I had a TERRIBLE connection; they make it nearly impossible to contact them; then I'm told I'm breaking my contract...simply because I won't own the ranch anymore?? Something is clearly wrong with this horrible, irresponsible and greedy company.Desired Settlement: Give me back the $220 that you are STEALING from me, simply because we will NOT own the ranch anymore and you consider this "Breaking the contract". That is ABSURD!!

Business

Response:

December 26, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

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

Although **. [redacted] moved to a different location and is seeking the early termination fee waived. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. 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.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustrations. We have also issued a credit to the account in the amount of $110.00 covering half the early termination fee, bringing the total amount due to $110.

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:

[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:

Review: My HughesNet service was activated on 11/23/2013. At no point during the activation process did I knowingly agree to automated billing on the 25th of each month. At no point within the first 30 days of service was I informed that I had been enrolled in any type of automatic billing. My first billing cycle ended on 12/23/2013. I received an email at roughly 5 a.m. informing me that my bill had been generated and that I could view it online. I have NEVER received any kind of communication from this company informing me that they would be charging my card on the same day that the bill was generated. At 7:41 a.m. on 12/23/2013, this company withdrew $161.93 from my account without my permission. I realized this around noon that day when I checked my bank account online and [redacted]ed that my bank account was overdrawn. The company refused to speak with my bank, Capital One, so that we could cancel the payment. The company stated to me that it was a "valid charge". They charged me on the same day that the bill was GENERATED. They due date on the bill is 01/02/2014. I do not understand how this is a valid charge nor did I ever knowingly give consent for them to enroll me in automatic billing. I just don't understand how this is ethical.Desired Settlement: I honestly just don't think this is ethical and that it should be reported. If it is legal for this company to underhandedly enroll customers in automatic billing progra** and then to charge them before they've even had a chance to view their bill, then that needs to be changed. No company should operate this way. My biggest complaints are that they did do not make an effort to #1- inform me that I am enrolled in an automatic billing service, and #2- properly notify me that they were about to charge my account. I am enrolled in automatic billing with other companies. These companies always notify me before charging my account.

Business

Response:

January 02, 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.

Based on the terms and conditions below, **. [redacted] agreed to have her credit card charged unless she revoked the charges by personally switching her payment type to invoice billing. In addition, customers are charged a month in advance for services. Therefore they will be charged shortly after installation.

1.4 METHOD OF PAYMENT.

“Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., [redacted] or [redacted]) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees). Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscription. You hereby authorize automatic credit or charge card billing by Hughes for all such charges. You further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.”

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. In light of her difficulties, Hughes has applied $5.00 off for (6) months to her account.

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]

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:

Review: I subscribed to Hughesnet Gen 4 in November 2012. My decision was based on flyers mailed to my residence advertising a monthly price of 39.99. I had used midhudson cable at my previous residence, but only satellite internet was available at my current residence. Also the previous tenant of my current residence had a hughesnet dish, modem, and other equipment left behind. I was told over the phone when I ordered the service that I would be able to use those ite** for my new service. I also specified that I wanted the lowest plan 39.99. Several weeks later, a technician arrived to install my hughesnet service. He informed me that I could only get free installation with a lease option and that I could not use the existing equipment as I had been told on the phone. I offered him the equipment that I had on the property from the previous tenant and he declined to take it. Yet when my contract finally runs out, I'm expected to return equipment or be charged a steep fee? That was not explained while the technician was present or over the phone at any point. I offered equipment to be returned out of good will and somehow it had no value at that time, but is worth $300 later? The first set had been used for a much shorter period than the set I leased, judging by the collection calls I received looking for the previous tenant. If I return both sets at once, can I get a $600 refund? Anyway, my bill was never for the 39.99 + 9.99 lease fee. It has been consistently 61.06+ every month for over a year. I have spent countless hours on hold or talking to customer service reps and received mixed messages about which plan I have. I have repeatedly asked to verify that I have the lowest plan and why does the price not match what I was quoted. I have been offered prorated service (never received) and had my data allowance reduced. I have also received email confirmations of "upgrades" to the lower plan that I originally ordered. I fear that these upgrades signify an extension of a 2 year contract that is already way too long for over-priced, poor quality service.Desired Settlement: I think the business has the responsibility to refund me for the difference between the lowest cost lease plan and the price I have been paying for over the past year. They have not been very transparent or consistent with their pricing, but I think that would be a little over $10 per month. A month or two of complimentary service (Just the 9.99 lease fee) would also be a reasonable means of showing consideration for the inconvenience and deception I have experienced throughout my dealings with hughesnet. I would also like a statement/binding agreement that I will not be assessed an early cancellation fee if I complete my monthly payments through October 2014. That would be the 24 month ahead prepayments from when I first subscribed. I do not think it is fair to classify my requests to be put on the lowest plan that I originally ordered as an "upgrade" that restarts the 2 year contract. Especially since to date January 19, 2014, I have not received any prorated service credits, refunds, or corrections to the 39.99 + 9.99 monthly lease fee which I authorized in the first place. I am not seeking exemption from the return policy of the equipment. Though it is a hassle and expense to uninstall and ship equipment that I would have freely given the service tech in the first place, I will follow the procedure to avoid the $300 unreturned fee.

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.

After further review, we are unable to omit the $300.00 unreturned equipment fee or issue a credit to the account for the lesser service plan.

However, we do value **. [redacted] as a customer and we have issued a one month service credit to her account in the amount of $61.06.

We left a message notifying **. [redacted] advising that we needed a little more clarity regarding her concerns on 2/06/2014 and we are awaiting a return call to address any further issues.

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 upgraded my Hughesnet to the new GEN4 offered by Hughesnet on 11/27/12. I was suppose to get faster internet speeds. I also was capped in my usage per month under their fair internet act policy. I was suppose to receive 15gb of anytime allowance per month and then be throttled to 150kbps. Which didn't happen they would throttle my to 30kbps! My children couldn't use internet for there school work or I could access my work site needed for my job. I went with this company because they claimed I would get speeds up to 10Mbps. Which is a false statement. I only received about have that speed. I have called multiple times about this and I transferred to another county and they refuse to transfer me to the American support center. When I upgrade my account I was made to sign up for automatic bill pay for my monthly bills to be put on my credit card. I cancelled on 1/11/2014 due to them throttling my internet to nothing and not beening able to provide me the unlimited service they claim I have. I was told that I was being billed a early termination fee and I would be in voiced that bill. My Bill is due was due on 1/13/2014 and my account was charged $220.00 and I never was invoiced this charge. I have contacted them and was told there was nothing I could do about it and the would invoice me now if I wanted. I also have tried to access my billing and account info via myHughesnet and my account information has been deleted so I cant access any of my bills or invoices. My contract I signed when the equipment was installed did not state any fees to be automatically taken out of my account without my approval. My monthly bill was $62.00 and not $220.00. I received a box via UPS from Hughesnet to return my equipment. Inside was a threating letter stating I was going to suffer serious consequences if I didn't return the equipment and also they were going to pursue legal actions. Now this company has me in fear that I'm going to have legal ramifications this company for cancelling as well as them just taking money out of my bank account for cancelling. They installed there equipment on my house and then now there want me to get their equipment off of my house or there going to charge me $300.00 dollars. The instructions for removing there equiptment even states that a professional should uninstall it but I have to find my own professional to do that. I AM VERY UNHAPPY AND NOW FEARFUL OF THIS COMPANY AND EVERYONE SHOULD KNOW ABOUT THERE UNFAIR PRACTICES AND THREATS!Desired Settlement: I want my account credited for the unauthorized charge of $220.00. And Hughesnet to stop threating people with letters stating that serious consequences or them pursuing legal actions on people. Company's are suppose to help there consumers not place fear into there life's. Legal Actions should be placed against Hughesnet for even sending people letters like the one I received.

Business

Response:

February 05, 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, 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 prior to establishing contact with **. [redacted].

Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he 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 has waived the remaining amount on the account of $220.00. Our records reflect that **. [redacted] disputed the amount with his financial institution that awarded him a refund.

**. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid an unreturned equipment fee being charged to the account. We left a message on February 5, 2014 notifying **. [redacted] of our decision and we are currently awaiting a return call.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I got Hughes net service in October and in November I call to let them know the service was not working they told me a tech would come out and if the service still did not work she would wave the early termination fee . The first of December I called back to let them know it still was not working they lower the bill for the rest of the time we had the service to 50.00 a month and told me to take some stuff off the computer because it was making it slow so we took the stuff off we called late that month the service still not working they gave us more minutes and said that was the problem she said if that don't work call back soon with then a few week and they would see what they could do . So I call back the first of January they had charge my account 66.18 witch was not the agreement it was only so suppose to be 50.00 and the service was still slow so I called to cancel the service and they told me they were going to charge me 380.00 for a early cancel . My complainit is I don't think I should be charge the fee when I tried to keep there service and it does not work because I live in the mountains they can have there system back but I don't want to be charge the early fee because there service does not work in my area .Desired Settlement: I don't want to pay the early termination fee because there device does not work in my area

Business

Response:

February 6, 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 9, 2013. On November 28, 2013, **. [redacted]’s requested to cancel and then accepted a retention offer. **. [redacted]’s account was canceled on January 13, 2014. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $318.80. Per Hughes’ subscriber agreement, all customers can cancel service within the first 30 days for any reason without penalty.

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

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $159.00 to her account representing half of the early termination fee.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I bought a preconstruction home in a new subdivision. Upon home's construction completion, I understood that I could only get dish services due to the fact the the regular cable companies did not yet offer service in this new area. A sales rep was driving around our subdivision soliciting new customers and offering a package deal for TV and internet. After a lengthy discussion with this rep over the phone, he assured me that all my needs would be met- some for a price like hanging my tv on the wall which I accepted. He failed to explain that my package deal consisted of two different companies- [redacted] and Hughes Network Syste** for internet. He also failed to explain installation procedures and important usage information. The failure to disclose this information resulted in many difficulties and out of pocket expenses paid by me: As a result, I now have two big ugly dishes on my roof. I thought that being a "package deal" there would have been only one dish. The Hughes Network installer/ technician led me to believe that the modem should be located in a central area inside my home and installed this device near my kitchen window which resulted in a new entrance sight in my kitchen wall and a jumble of cables and boxes as an eye sore for all to see. Upon advising Hughes Network Syste** of this error, I was informed that a technician could come out and move the modem and cables for a charge of $200. After various calls and arguments I accepted this offer so that I could at least get rid of the "eye sore" in my brand new home's kitchen. The second Hughes Net technician informed me that I had a great signal and could have installed this modem in any of the roo**. I even discussed this issue with the [redacted] project manager of my new home and he came over and showed me the clearly labeled cable box in my closet which could also have been used and would have therefore hidden any eyesores. Soon after our service was up and running, we started having proble** watching our streamlined [redacted] through our [redacted] tv device. After many service calls and visits from the "package deal rep" to check our connections etc, and visits to the [redacted] store where they exchanged my [redacted] tv device, we finally discovered that we couldn't watch [redacted] tv streaming because we had exceeded our internet service with Hughes Net and were put on a "slow usage" program with Hughes Net without any notifications. I had never heard of "exceeding an internet service by usage" and was never informed that my service was not unlimited. After more lengthy calls to a Hughes Net rep, I upgraded my service to try to rectify this over usage problem and I was given some "usage tokens". Within two days I was over my usage again and realized that clearly I would spend a fortune on internet usage seeing that Hughes offered no unlimited plan. Mind you, this is all taking place within the first 30 days. Luckily I was within one day of being able to get out of my contract which I promptly terminated. Now I am to return all the Hughes Net equipment in a return kit box, which would be understandable except for the fact that I also need to return a camera which is connected to the dish on our roof. It will cost me $100. to have one of their reps come out to professionally disconnect this camera. After I return their requested equipment, I will be stuck with a big useless dish eyesore on my roof which Hughes Net will not come to dismantle or collect. Once again I will be stuck with the responsibility and cost of taking down their left over equipment and roof repair.Desired Settlement: I would desire that Hughes Network Syste** refund me $200. which I spent to relocate the initial eyesore modem location; refund me $100. which I will spend to have the professional come and disconnect the required return camera; $75. to repair the created entrance sight in my kitchen and $200 for removing the useless leftover dish and repairing roof and outside wall entrance sights. I'm requesting a total $575. refund check for all my out of pocket expenses due to failure to disclose important information associated with the installation and usage of Hughes dish internet network system. Technically, I should also charge them for my time! I've literally wasted hours trying to get to the bottom of this multifaceted and costly problem.

Thank you for your attention to this matter,

Business

Response:

February 7, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

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

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

“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.”

We will be unable to issue a refund for the removal of the dish or de-installation fees.

All customers’ are required to sign off on the install checklist which agrees the installation was performed successfully. We have **. [redacted]’s signature that agrees the install was initially performed successfully. Unfortunately we will be unable to issue a refund for the re-installation.

In light of the issues, we have issued a refund of the service fee of $53.68. We left a message notifying **. [redacted] of our decision on 2/7/2014 and we are awaiting a return call.

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

Very truly yours,

Executive Customer Support

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

[email protected]

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:

Although Hughes net has defined their policies of installation and de-installation, they have not addressed the issue which caused me to be misled into signing up for their services in the first place, resulting in a series of out of pocket expenses. The main issue is that "I was never advised that my service could only be limited usage and I was never advised that Hughes Net does not offer unlimited usage". Up until my experience with Hughes Net, I had been under the impression that all internet services were unlimited and that the monthly service fees were based on the internet speed rather than quantity of usage. Once I started having problems with my Hughes Net internet service, I was never advised (not even through an email or phone call) that I was being put on a a slow internet due to the fact that I exceeded my usage twice within the first 30 days. Due to the fact that I was never informed that "Hughes Net only offers limited usage", a series of events occurred which caused me to incur unnecessary out of pocket expenses of which I have noted in my previous complaint. Had I known from the beginning that Hughes Net does not offer unlimited service, I would not have signed up for the service and incurred expenses. Had Hughes Net sent me an advisory that I had exceeded my usage, I would have discovered earlier that my plan was not unlimited and therefore avoided some of the out of pocket expenses. Although I signed off that the service was successfully installed, It was not installed in a desirable location causing me to spend an extra $200. to relocate the service. Since my first complaint to Revdex.com, I have returned all the required equipment. Instead of paying their technician the required $100. for de-installation, I found my own person to do it for $50. I will accept the $53.68 service fee refund, but I am still requesting to be reimbursed $200. for the relocation, $50. for the de installation and $75. to repair my drywall. Thank you.

Review: I had looked for internet service for my home because my family and I had just purchased a new home in [redacted], NV in August 2013. I called all of the internet service providers that are listed locally and nation wide to see if they can set up internet service in my community, [redacted] in [redacted], NV. No services were available in the community that we had just moved into [redacted], NV. The only provider that said they can provide us with internet service was Hughes Net. That is the only reason why I contacted Hughes Net. When I called customer service and I asked the representative if Hughes Net can support services for the following: internet service for computer and multiple computers to use internet at one time, cell phone using wifi through there internet service, and using [redacted] service through Hughes Net. I specifically asked them if their product can support using their internet service because my wife and I are doing college courses online and at the same time period. I also asked if the internet can support cell phones using wifi so I do not get charged usage fee's from cell phone provider. I also asked if their service can support watching movies through [redacted] which requires internet service. I said we watch videos and play video games through internet service on our game systems Xbox, PlayStation 3 and the WII U. I was told that it was no problem that Hughes Net can provide service for all of my needs. I asked all of these questions before committing to a contract with them. I also asked the customer service representative if they provided a military discount or a rate for disabled persons hurt in war. I asked them that because I was on a limited income because I was a disabled veteran and I have a budget to maintain because I did not work. On the day of installation, the installer identified himself as the Hughes Net installer. This man asked me several times , and these are his exact words, "Are you sure you want this installed to your home"? I asked him why would you say such a thing right before an installation? He shrugged his shoulders and said that their is other providers in the area that have better service! I told him that I called all possible internet providers and Hughes Net was the only one at the time that was able to have internet service installed because my wife and I are enrolled in college courses and that we had to have internet service since we moved from [redacted] Utah to [redacted], NV, 23 August 2013 and the college semester was starting 26 August 2013. We needed it as quickly as possible to complete the college classes. I am a disabled Veteran and the VA was helping to fund my wife's schooling and for myself to complete these courses. If not started on time, the VA will have you pay back the monies paid to the school or yourself. SO the installer put up the satellite on the side of our house. After service was installed to my home in [redacted], Hughes Net did not work on the very first day as I was told and promised. I have called multiple times about the problem that their internet service is slow and we cannot do anything I had originally asked when I called them. After being with Hughes Net for a month they claimed it was their router they set you up with. So they sent a new router and that did not solve any of the issues. Hughes Net said that I need to upgrade to be able to do all of the things that I required when I joined their service? I told the customer service representative why do I have to be upgraded for a service that I was promised and told that would work for me from the first day of service? Hughes Net wanted me to pay more money to have a service they promised from the start. They were trying to upsell another plan which costs $20 more? I asked them to please correct the problem refund my cost or cancel the contract because they are not providing a service as guaranteed from the very first day of service. On your very first phone call with Hughes Net, they record all conversations with customers as quality control to help with any problems. I asked them to please play back the very first recorded phone call with them and they will hear all of my questions that I asked the customer service representative before having service set up. A representative I talked with by phone conversation, claims they have no access to the recorded conversations? I asked them I wanted to talk to their supervisor and ask them if these conversations are recorded for quality purposes, why are they not able to have access to listen and also to prove that I am telling the truth about all the questions I asked before allowing service started. Hughes Net will not drop the contract, they want me to pay an outrageous early termination fee. I keep asking why do I have to pay for a service that does not work properly as Hughes Net promises and claims to be so customer oriented. Hughes Net wants me to pay nearly $400 for a termination fee for their service that never worked as promised, and still does not work properly! My wife and I cannot use this satellite internet service to complete our college courses because the modem speeds are to slow. Hughes Net customer service representatives just tell future customers what they want to hear so they will be locked into a contract so they still will make money off of a dissatisfied customer and with brand new customers they upsell them so they can get more money per month for a service that still doesn't work. Hughes Net is a very deceptive company and customer service relations do not want to help resolve a problem, all they tell you is upgrade or pay early termination fee's! Not once did they offer help to resolve or refund your money back, it is always pay more money. Hughes Net lacks customer relations skills. It's all about them and taking money! So since Hughes Net would not help me I called internet providers [redacted], [redacted], [redacted], [redacted], [redacted], and without telling them I had Hughes Net service. I asked them the same questions I need service for multiple computer use at same time, watch videos on computer, use internet to play video game systems online games, wifi for cell phones, and use internet to use [redacted] movie service. All of these providers had told me the required speed for my needs and more, that I (you) need the minimum of 20 mpb's. This speed is how quickly your internet service helps you gain access to websites and other internet service. These providers had nothing to gain from me when asking these question, and they are not even in this area to purchase service from them. So in conclusion Hughes Net internet service is barely operating or providing 4 mpb's and they know that their internet service cannot and will not support their customer needs! But they still tell inquiring persons there Satellite internet can and will do all of these great things. Look on their website and they have a graph that compares their service to other providers and it shows false information.Desired Settlement: I am demanding Hughes Net to stop charging me for a service that does not work, and I do not want to pay an early termination fee for a service that has NEVER WORKED FROM DAY ONE! I would like a refund from September 2013 until present day. Hughes Net also needs to remove the satellite from the outside my residence with no charge to me and without causing any damage to my home. They need to pay for the cost of returning the equipment once removed if it needs to be mailed back to them. Hughes Net service did not provide any help to correct this problem, all they wanted was for me to spend more money to get the correct service that was promised when I first contacted them in September 2013! Hughes Net mislead me to believe that their satellite internet service was able to provide me the service I solely wanted. I am not pleased at all with Hughes Net because they took advantage of a disabled veteran on a limited income and I can't afford their so called helpful tactics to upgrade! Please help me!

Business

Response:

February 28, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# 9921981

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.

Hughes offered to troubleshoot to undercover any underlying present issues.

Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he 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.

We will waive half of the early termination fee leaving a balance of $177.50. **. [redacted]’s would need to contact me with is preferred cancellation date at the number below. In addition, we will create a complimentary dispatch to successfully remove the equipment. We will also send a box and prepaid label for the return of the equipment. The equipment needs to return 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]