Hughes Network Systems

Review: We hired Hughesnet in the 9/2013 with the not understanding that it would support gaming for our teenage sons. what we were promised was not delivered

we had nothing but problems with our internet. worse than the internet was the customer service we were mislead,and out and out lied to. upon cancelling our service we were told all we had to do was to ship back the modem. several months later they tried to withdrawal $214 from my account. when we contacted the company they now said we failed to send the receiver from the dish on our roof, information we were not told initially.this proved an impossible task as I am disabled.we have been in contact with numerous representatives from hugesnet and even supposed supervisors to correct this since last year each passing the buck and changing the terms of termination . They have made it impossible. The company as well as the employees conduct themselves dishonestly. if there is a list of worst companies to do business with hughesnet should top that list.Desired Settlement: a total refund of $54.98

We ordered this service specifically for gaming and was sold something that they knew would not support the claims they made in an attempt to extort money. as they have done successfully.

Business

Response:

April 21, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington 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 gaming with our service and is seeking a refund of $54.98 after cancellation. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact. After further review, **. [redacted]’s account was issued a refund of $27.49 on 03/16/2014 to the credit card on file. The remaining amount of $27.49 is for services rendered, unfortunately will be unable to issue any further refunds. **. [redacted] may contact me 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: I called Hughesnet from a flyer I received and was told that the installation would be free, as would the first months service. I gave them my credit card number for autopay (required) and was told a months service would be taken o it, held for three end days, and then released. The installer verified this information to my husband as well. After 1 week of poor Internet service, I called to have the service disconnected and inquire about the $51 charge to me card.

I was on the phone for a total of 53 minutes trying to have the service disconnected. First was a male with a somewhat heavy accent that talked so fast I haf trouble keeping up with the conversation. I asked for the supervisor about three times and finally someone named [redacted] came to the phone who sounded like she was intoxicated slurring all her words and talking extremely slow. They sent me to a service representative who refused to cancel my service and tried to extend my trial,give me a FREE month of service at a higher GB. She wouldn't let me speak with thr supervisor (they were on another call). I literallyhad to yell at her to have my service disconnected and receive a refund for 3 weeks. All three of them kept blaming me saying I misunderstood the information that was given to me. My husband was given the EXACT information. During installation.Desired Settlement: I just want them to know that GB their employees are rude and that the set-up and installation people are misleading customers by offering free services and then not following through.

Business

Response:

April 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 letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on March 26, 2014 and requested to cancel his service on April 8, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $51.48 and that amount has been refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: Paying for inferior service

I have called and have documen[redacted] all calls & rep names & dates. Will try to attach list later. I cannot watch [redacted] movies that I have downloaded to my blu-ray without rebuffering throughout movie. It's annoying. I am constantly rebooting my Hughe's net modem as I can't get through to some websites. I can get just so far, then I get an error message. After rebooting I can access them. I shouldn't have to do that. They had just upgraded my service so I could watch my movies without rebuffering. They gave me a discount for 6 months which is costing me $10.00 more a month and I still rebufffer during movies & have had to reboot my modem. Not as much as before but shouldn't have to at all. Twice now a rep from Hugh's net was suppose to return my calls and didn't. Now I'm super PO'd & want out of this contract without paying the cancellation fees. I have not received the service I entered in contract with. The service sucks. I am calling repea[redacted]ly, I even have them on speed dial that's how bad it is. Here is a list of my calls. Each time was because of poor service.

New exchanged Hugh's net modem 4/14/14

Hughsnet Acct [redacted]

[redacted]-3/19/14 no internet service ref # [redacted] rebooted power strip.

[redacted] 4/7/14 hughs'net ref # [redacted] case number told to call back in �½ hour 8:45 now.

[redacted] 4/7/14 9:25 ref # [redacted]

[redacted] 4/8/14 ref # [redacted]

[redacted] 4/8/14 sending a tech ref # [redacted]

[redacted] 4/8/14 ref#[redacted]

[redacted] 4/9/14 internet up & running! ref#[redacted]

[redacted] 4/12/14 lost internet service again setting up a tech visit ref#[redacted]

[redacted] 4/14/14 tech came fixed internet, sold me a new router for $20. Paid cash he said he's not suppose to do that. Internet now works rutted driveway

[redacted] 4/14/14 rutted driveway ref#[redacted] someone calling 3-4 days about driveway

[redacted] 4-15-14 called about ruts going to send someone out to assess the damage

[redacted] 4-21-14 called to find out when someone is coming ###-###-#### service order number [redacted] &[redacted] 4/22/14 called to let them know I called diggers hotline, diggers coming 4/25 ref# [redacted] call back 2moro to set up appt to put pole in

[redacted] rs&I said 2 call week net ###-###-#### a&I [redacted] 4/23/14 sent 2 clai** dept left message for [redacted] 4/29/14 diggers hotline ok'd to put pole in ref#[redacted] will call 3-5 business days

[redacted] 4/29/14 tech coming out Friday am to put pole in NO CHARGE [redacted] 5/5/14 filled in ruts and seeded

[redacted] 5/9/14 keep losing internet have to keep rebooting modem ref#41756685

Ivan 5/27/14 cant watch [redacted] without rebuffering every 3-5 minutes ref#41997190 told me how to reset system during [redacted] rebuffering.

5/27/14 still having proble** watching [redacted] even after rebooting. After 2nd reboot worked good.

5/28/14 [redacted] checking 2 c what definition I'm using with internet. I said hd. He said I am powered as high as I can. Standard def for [redacted]. Transferred me so I can c if I can get out of contract. I waited 10 min an hung up when nobody answered.5/28/14 [redacted] called me back to check about cancellation, told him nobody answered he transferred me again and said it would be a couple of minutes. I told him I didn't care, this time it was their dime. Another [redacted] from cancellation told me it will cost over $300 to cancel contract. Upgrade $20. More a month. Did a system check. Suggested turning off computers when watching [redacted]. ref # [redacted]

[redacted] 5/29/14 ref#[redacted] suggestions from [redacted] didn't work, transferred to a tech support representative 5/29/14 Paula checking with her supervisor about closing the account. Nope. Giving me the upgrade for 6 months at the same price I'm paying now plus $10.00 a month for equipment rental . So, it's actually costing me $10.00 more a month,6/5/14 [redacted] still rebuffering & having to reboot modem after upgrade. [redacted] will call back within an hour, we verified phone number he never called back. 6/6/14 [redacted] she was no help. Ref#[redacted] outDesired Settlement: I want out of the contract without paying the cancellation fee. I am not receiving the service I signed up for. After 6 months of this service, I've had enough.

Business

Response:

July 1, 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. 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. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.” 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.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, there is currently a credit of $20.00 off for (6) months. Accordingly, our engineers are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. After review, if **. [redacted] is still experiencing issues with her service she will need to take adequate speed test in the morning, afternoon and evening as well as web responsiveness test to fully evaluate the parameters at which her service is operating. Our technical support can assist **. [redacted] on how to perform the test. At this point, we will be unable to waive the cancellation fee. **. [redacted] may contact me at the number below with any additional questions about her service. 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: I am having to though out the day repower the modem. I did not have this problem at the beginning but have been having it the last 6 months or so. When I call in they do a test and have me repower the modem to get it to work properly. Today I notice that I went though 20 GB of data in roughly 9 days when I had not been home for 4 of those days, yet according to thier side they could not see where the data had been used at.Desired Settlement: To be left out of my contact without having to pay the termination fee, and any other fee

Business

Response:

June 26, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on March 29, 2013. 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. If **. [redacted] wishes to cancel his service the early termination fee is a valid charge, however we are willing to apply a credit to the account to help offset the fee but we can’t waive the fee in its entirety. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: Internet service failed due to improper installation by hughesnet rep.

They offered free upgrade.

and I have had a week long runaround trying to get the install.Desired Settlement: get the desired service without all the hassle.

Business

Response:

July 31, 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, it is our understanding that [redacted] has some concerns regarding his HughesNet service and is seeking to upgrade his service successfully. After further review. Hughes will like to process [redacted]’s upgrade in a timely manner. Hughes will process a free upgrade charging his monthly service and any additional non-standard fees billable by the technician. If [redacted] would still like to upgrade his service he 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. Sincerely, Ecole F[redacted] Executive Customer Care ###-###-#### [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: Hughesnet and I came to an agreement but due to the actions of their agent Intersource I will not be doing business with them.

Regards,

Business

Response:

August 18, 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, it is our understanding that [redacted] has some concerns regarding his HughesNet service and is seeking cancellation of his account. After further review, [redacted]’s account is cancelled. The equipment needs to be returned within 45 days of cancellation date to avoid being charged an unreturned equipment fee. [redacted] would need to contact me at the number below for any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, Ecole F[redacted] Executive Customer Care ###-###-#### [email protected]

Review: Was told on the phone I could cancel the service whenever I chose with no cancellation fees. I was led to believe I was under no contract.

I called the HughesNet to cancel my service and I have been informed I am under contract and that there would be a $203 charge to cancel. Apparently, the person who told me I could cancel lied to me. If I had known this in the beginning I would never had signed up. I feel I was wrongly misled. They couldn't even give me the name of the representative I talked to in March. I thought that was all recorded information. Why should I have to pay a fee for something I wasn't even aware of and wrongly misled about? What can I do? I don't want to pay them any more money. The service was dreadful.Desired Settlement: I just want them to cancel my service and be done with it. I do not want to pay any more money to them. I would also like an apology for them misleading me.

Business

Response:

November 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10289448 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. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to [redacted] and was activated on August 10, 2013. On October 28, 2014, [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $205.00. 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 and there is a signature on file agreeing to the terms. 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 $102.50 to her account representing half of the early termination fee and that amount has been refunded to the card on file. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Horrible customer service!!!!!!!!!!!!!!!!!!!!!!!!!! Outrageous termination fees. C[redacted] service. Worst company I have EVER dealt with.

$400 cancellation fee ... which was NEVER mentioned when I signed up via telephone. However, they did send me a confirmation email that only states there will be a cancellation fee [omitting the price] ... they offered a link which I never clicked on. I want to thank them for making me more cautious for ever signing up for anything else. Slow, Slow internet ... what a joke. AND they charge by gigs ... so many gigs = $$ ... so not unlimited - WHAT??? Kiss my b[redacted] ... I am still going to cancel to get away from them and all of their extra charges.

Review: The [redacted] office received an invoice that has a charge of $550 on it for time and materials on 1/30/13. No one from our office has called Hughes Network for any services since 11/13/12. My first call to Hughes Network to get this charge resolved was on 2/21/13. At which time, [redacted] the CSR, informed me that a manager from Hughes Netork would be returning my call with in 48 business. I waited until 2/27/13 giving Hughes Network plenty of time to return the call to [redacted] to resolve the issue. On 2/27/13, I called and spoke with [redacted]. At this time I was informed that someone would be calling me back no later than end of business day on 2/28/13. Since I had still not received any calls to resolve the time and materials issue by 3/1/13, I called for a third time. I was first informed by [redacted] that they had a cell phone number that was on the file as the main contact number. I informed them at that time that the cell number they had was ONLY supposed to be listed as an installation contact number since the installation was on a mine site which I would not be at. They informed me that in order to change the number to the proper contact number, I would have to send in a fax with the requested change. I told them I am not faxing in anything for the changes since it was a mistake made by the Hughes Network rep. At this point I asked to speak with a manager about the two problems with the [redacted] account. [redacted] put me on hold to see if she could get a manager on the phone. After approximately 5 minutes of being on hold, [redacted] returned to the phone. AGAIN, I was informed that a manager would be calling me within 48 hours. As of 3/5/13 10:20 am, I still have yet to receive any calls from Hughes Network to get this problem resolved. I will be calling Hughes Network again today (3/5/13) to try and get this issue taken care.

Hughes Network is one of the worst companies I have ever been in contact with for any issue or service. They have to send people from a different state for installations, they do not return calls to resolve issues and even when a fax is sent to them to change information, it takes two or three times of sending the fax to get any changes made. Also when they make changes, its rarely correct the first time so you end up sending in a 2nd or a 3rd request to have things changed. I wish there was another internet provider in this area who provided remote internet connections on mine sites.Desired Settlement: First I would like an explanation of these charges IF they do belong to [redacted]. If they do not belong to [redacted], delete the charge and issue a new invoice. Second, if they say they will call a customer back in a certain time frame, then call the customer back. Don't say something and then not follow through with it!!

Business

Response:

March 18, 2013

Review: I contracted internet services through HughesNet in September 2012. I have repeatedly called to complain about the speed and continuity of services only to be put on hold for extended periods of time. I was not able to view social media such as Facebook or play Words with Friends on a consistent basis. I was offered a discount for my troubles but the problem was not fixed after repeated calls. The connection was so spotty and weak that I wasn't able to chat with a CSR on the company website to get a resolution to my issue. I ran a speed test on [redacted] only to find my internet speeds were extremely low in comparison to advertised speeds. PING was 993 ms, Download speed was .28 Mbps, upload speed was .11 Mbps. I also asked to upgrade to the newest product and was informed I would have to pay an additional $199 equipment fee for the new equipment I would need. I told them I would rather cancel, now they want to charge me $355 to cancel. In my opinion, this is not right, the service was never what they promised it to be. I have since elected a new provider and my speeds are now PING 821 ms, DLS 4 Mbps, ULS 1.89 Mbps. Which is a remarkable improvement of speed and the continuity of service is excellent, even in inclimate weather.Desired Settlement: I really just want them to cancel my service and NOT charge me the $355 fee.

Business

Response:

March 18, 2013

Review: I signed up with Hughesnet Gen 4 satellite internet service in February of 2013. The account is under the name of [redacted] (my stepmother) however I am the actual user of there service. The phone ####-###-#### and that is also how they pull up my account. The problem is when I signed up I was told very specific information and they have not honored what I was promised. I was told that there was 10GB of anytime data. Then there was an additional 10GB of bonus data to use between 2am and 8am pst. Then between the hours of 11pm pst and 5am pst there was an unlimited of amount of data. That is what I signed up for was the unlimited data. I said fine I would schedule my downloads during that period of time. All was ok until June 2013 when they changed their policy and I was not notified of any change. They did away with the unlimited amount of data between 11pm and 5am. I was unaware of any change until my internet speed was significantly reduced due to monthly overage amount in early July 2013. I called them about this matter and they explained that their policy had changed in June and that they sent out an email notifying customers of this change. I received no email or hard copy information from them in regards to this policy change. I said that is not what I signed up for and should I choose to leave hughesnet I want my early termination penalty waived. They said they would not. They did say that they will reduce my bill by $10 per month and move me up to the next package of allowable data. I said do that however I am still exploring my options. If they would have said back in February when I signed up that there will be no unlimited internet usage in my plan I would never have signed up with them.Desired Settlement: I have not switched providers as of yet but I will as soon as they waive the early termination fees. They lied about their plan details in the sales presentation causing me to sign up with them for an extended period of time that I would never have agreed to if they told me the truth. I want to leave hughesnet without incurring any early termination fees and charges.

Business

Response:

August 14, 2013

Review: As a customer with this business since November 2008, I have had numerous moments of inconsistent service and with very difficult customer service to resolve the many issues throughout this period of time and service. On June 28, 2013 I contacted Hughes Network Systems customer service to cancel my internet service and to close my account to discontinue charges. A brief description of the cancellation procedure was provided by the customer service representative in hopes that I would not be listening to the details of the company terms to cancel. It was stated that my billing date was the 12th of each month (not the same date my service with the company was initiated) and that I would be canceled on the 12th of July. I asked, why am I being charged for service beyond my desired cancellation date, I shared that I wanted the cancellation to take place immediately and a prorated credit applied to my account/credit card. The customer service rep agreed to pursue the immediate cancellation, but clarified with me that they typically cancel the account on the billing date and would have to seek approval from a superior to provide an immediate cancellation and a credit provided. After placing me on hold for a 2-3 minute period the representative returned to indicate that the immediate cancellation request was approved with an amount to be credited to my account for the immediate cancellation, still totally to the benefit of the company. I refused to accept the inaccurate amount provided by the company and stated that at the monthly cost of the service at $59.99 and I am canceling the service on June 28 that I would have utilized 17 of the 30 day billing period and would be entitled to a $26.00 credit. Since this amount was not consistant with the authorized amount, another approval would have to be requested. When the representative returned again 2-3 minutes later, it was agreed that a $23.33 credit would be placed on my account for for credit to my credit card account. Since this amount was closer to the correct proration of $26.00, I decided it would be an acceptable amount to get the cancellation completed. It was again promised that this $23.33 credit would be applied to my account and credit card and a Service ticket number of # [redacted] was provided to reference the call for future reference needs.

While I did not expect a credit to show up on the very next credit card account statement, I figured it was most likely somewhere in the middle of my credit card accounts statement/billing period. So after receiving a second credit card account statement without any credit applied by Hughes Network Systems I decided on September 12, 2013 to make another call to inquire with the company Hughes Network Systems customer service and spoke with a customer service rep by the name of [redacted], only to be told again that they do not terminate or cancel an account until the billing date and my date would be the 12th of each month only to reenact the initial call made to request a cancellation to my account and service with Hughes Net, all over again. I shared with [redacted] that I was promised by the first customer service rep on June 28, 2013 that a credit would be applied to my account and credit card in the amount of $23.33 and said that a service ticket number was provided and shared this number of #[redacted] with [redacted] and was told by [redacted] that there simply was nothing in the service ticket report indicating any credit due as a result of my cancellation. I was also told by [redacted] that maybe something could have possibly been done to credit my account had I not waited 3 months to inquire about the promised credit. It was not 3 months and I was insulted by this statement. Being frustrated with the progression of my follow ups call as well as with so many other calls over the period of 4.5 + years as a loyal customer, I stated that this type of customer treatment was not going to be accepted by this customer and I would not ever give up with my attempts to retrieve my credit due, as it was promised. My attempts to finalize my cancellation with any satisfaction was totally a loss and a complaint with the Revdex.com was now totally warranted. I feel the amount of any credit would have avoided my efforts in filing this complaint even though I would never recommend the services provided by Hughes Net to any other person that I liked ever.Desired Settlement: The above complaint is only one of the many unsatisfied issues that I experienced over the 4.5+ years of internet service with Hughes Network Systems, I am no longer a customer nor will I ever become a likely returning customer, so the morale/principle of any settlement to my cancellation and account credit request will likely have little or no impact upon my opinion of this company's services provided over my service period with them. I feel the time that I have been required to invest into this simple issue, is worth far more than the $23.33 that was originally promised. An amount in excess of the promised cancellation credit would have to be far in excess, of the promised amount, now before I would change the sharing of my experiences on the many internet venues available to share these unfortunate experiences with such a customer abusive, customer services. 100% of every call made to this companies customer service over the 4.5+ years, for technical service was handled by minorities who could not speak fluent English making it all the more difficult and frustrating.

Business

Response:

October 11, 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 Care division of Hughes, it

is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

After

further review, Hughes has issued a refund to **. [redacted] in the

amount of $18.00 to the credit card on file; the refund post to the account on

8/12/2013. We left a message notifying **. [redacted] of our decision on

10/11/2013.

We

sincerely regret any inconvenience that **. [redacted] may have experienced and are

hopeful that our actions will serve as a demonstration of our good faith. In

the event you have any additional questions or comments, do not hesitate to

contact me. Thank you very much for your

consideration.

Very

truly yours,

Executive

Customer Support

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

[email protected]

Consumer

Response:

[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 will not accept any shortage to myself, by this company any further. It was explained in the initial complaint that they need to credit my account the amount of my monthly cost for the days that I did not utilize their service. I was with this company for over 4.5 years without any compromise made by them. Yes they did discount the monthly cost a couple of months for service interruptions or equipment deficiencies. My personal experience during these 4.5+ years was one of my worst life experiences ever. Trying to communicate with their technical support group (which was the only department that one could contact & speak to a human) was nearly impossible because they do "NOT" speak fluent English, therefore getting a resolution to a problem was usually always impossible.

Review: I started service with this company and was overbilled and they refused to correct this issue. I was told, after numerous calls that a "call review" had to be done, involving [redacted]. I waited and waited for a call back, which was their instruction. After waiting, I called again, and was told the problem was escalated, twice. No avail. No call back. I started service and had it for approx 3 months, my total service bill should be no more than 120.00.I received bills from this company 5 days after service started requesting the purchase of the dish on my roof. I joined this service as a LEASE customer and was told nothing about installation charges. I am sure this is why there was not a call review placed, because they know they are in the wrong.I will gladly pay the 120.00 for services used, without question, but have now been placed in a collection agency for over 800.00.

Product_Or_Service: 10/15/2012Desired Settlement: DesiredSettlementID: Other (requires explanation)

Bill settled at 120.00 and corrected to reflect credits for all installation charges, fees, and purchases. This was a lease deal and no more.

Business

Response:

March 22, 2013

Review: New pre-paid phone was purchased for my daughter. This company began calling the phone daily 2 months after we purchased the phone. A voicemail was left each time, using up my daughter's phone minutes. I called the number on multiple occasions requesting for the number to be removed. The number was linked to a name of no one I knew. I was reassured each time that the number would be removed, and I would receive no further calls. I continued to get calls. Today I am told that they cannot remove my number from the list, that they will keep calling until I register with the national do no call registry.

Business

Response:

April 26, 2013

Review: Was told by sales agent I have one month to try their fast internet service, if not happy, I can discontinue. The service was never "fast",we could not play you-tube videos (too slow) I call to complain I am transferred to a recording that repeats "please wait" every 10 seconds. I call 3 more times and a girl tells me there is a $400 early termination/disconnection fee because I'm one day over. Because Sunday was my 30th day of service, and no one to call on Sunday. She couldn't connect me to a supervisor, then said "we are waiving your termination fee, but we must charge you for this next month because it is already past the date; we are also mailing you a 'return kit' for you to disconnect the equipment from your roof and it must be mailed back to us within 45 days or there is another $300 charge. Here is your case number..." - All of this is not disclosed when you order their internet service.Desired Settlement: To try to get the next month's charge removed, would be impossible; "it has already transpired" Very bad customer service, then told "have a nice day".

Business

Response:

April 29, 2013

Review: I called HughesNet off a post card I had received in the mail. It had said there was free installation on leased equipment for satellite internet. The representative ran my credit and informed me that actually installation is free no matter what but because of my credit I would have to purchase the equipment. He also told me that there is a rebate right now for the equipment so the $200 I would pay at installation would be rebated back to me and a check would be cut the next day and put in the mail. He also told me that if I was ever unsatisfied just call HughesNet and they would even purchase the equipment back from me for the same price I paid. I said okay.

The installation guy came out and I was telling him about it and confessed it sounded a little too good to be true because normally you have to wait on rebates. He encouraged me to call again before they installed to make sure about the terms. I called back and was told the same thing that there is free installation no matter what, the company does indeed buy back equipment for the same price however the rebate takes 6 weeks to get to me. I laughed and said that sounded more accurate. The installer agreed that sounded more reasonable. The satellite got installed, this was on a Sunday because I am self employed and my weekday time is at a premium.

I kept checking my account and the money was not coming out. A week and a half later I got a letter in the mail saying they had tried to take the money out but it was not in the account and I needed to provide an alternate form of payment. That was weird because I had just over $300 in my account at that time. I called the number on the letter, went through the time consuming automated phone voice and then waited some more. After twenty minutes of pressing numbers and waiting I was finally able to talk to a human and was informed that Hughesnet was trying to take $450 out of my account. Whoa! I never agreed to any such number nor would I have had it been said to me. I told the guy to come get the equipment there was no way I was paying that. $200 with a rebate was ridiculous enough but $450 with $200 of it rebated was by no means what I had been told. He said that was fine he was going to put me on hold and transfer me to the department that would take care of everything for me. He hung up on me instead. Having already wasted 30 minutes of my day I did not have time to call back and go through 20 minutes of menus and holds again.

A week or two later someone from HughesNet called and left a message. I was in the car with about an hour drive ahead of me so I called them back to get this cleared up. I went through 20 minutes of menus and holds again and finally got someone on the phone. We had the same conversation and as they put me on hold to transfer me they hung up as well. I called back this time and went through the 20 minutes of menus and holds again! Had the same conversation and told the guy about being hung up on twice now. He said he was going to do a live transfer to make sure that didn't happen. Somehow two representatives were on the phone and one interupted the other to explain that he was going to get off since there were two of the same people on the line. When he hung up the line went dead. At this point I was in the parking lot of my detination and did not call back at that time.

A week or two later I got another call. I called HughesNet back went through the whole 20 useless minutes of menus and holds and got someone on the line. Told them the same story and told them about being hung up on all those times. He did a live transfer that worked. I spoke to a lady who then told me that because we were not having this conversation in the 30 days after the installation I am responsible for all charges plus a $500 and something cut off fee for early termination. I explained the WHOLE story again and she informed me there was nothing she could do. I asked to speak to her boss who was straight up rude.

He said he could look back and see where I called and spoke to someone the three times before this. In all the notes it indicated what I said. But because the disconnection did not actually occur there is nothing he can do. I asked if he had access to the conversatons I had with the agents who sold it to me. I also asked if he had any proof that I had ever agreed to such charges. He said he had my signature at installation. I asked if he could send that to me since the Fair Debt Collection Practices Act states that a company has to prove that I owe the debt. He said he couldn't send it to me. I asked what his name was and he said he was [redacted] and was the Account Management Supervisor out of [redacted] TX. He told me that I had originally spoken with a company call L3 Communications when I first called in to be a HughesNet customer and that if I wanted recorded phone conversations I would need to call them. [redacted] also told me that installation had occured on February 17th and that my first call had come in on March 13th which was within that 30 day window.

I called L3 Communications at 801-594-2000 whaich was the number [redacted] had given me and was informed that they have nothing to do with HughesNet. I wish I could say the same. I have had someone from HughesNet call three times since then. However I have already wasted too much time on hold and talking with people who claim they are just as much a victim of the phone and computer syatem as I am. Not to mention [redacted] who spoke to me like I was an it for not having the three claim numbers for him from previous calls even though he then said he could see the numbers right there.

I have decided to spend my time on this complaint instead.Desired Settlement: I would like for HughesNet to come get there equipment and to adjust there billing to show I owe nothing.

Business

Response:

April 26, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

[redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, we attempted to contact [redacted] to resolve the outstanding matter on 4/25/2013. It is our understanding that [redacted] has some concerns regarding her HughesNet service and is seeking a credit to her account due to stating she was set up on the wrong plan.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]s frustration. We have waived the early termination fee, equipment fee and partial service fee. [redacted] needs to pay the remaining reactivation fee, service fee and applicable taxes in the amount of $171.23. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

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]

Business

Response:

April 26, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, we attempted to contact [redacted] to resolve the outstanding matter on 4/25/2013. It is our understanding that [redacted] has some concerns regarding her HughesNet service and is seeking a credit to her account due to stating she was set up on the wrong plan.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration. We have waived the early termination fee, equipment fee and partial service fee. [redacted] needs to pay the remaining reactivation fee, service fee and applicable taxes in the amount of $171.23. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

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: I called [redacted] back the day after she called an left a message and I left her a message. I have still not heard back from her. I am using my cell phone as a hot spot right now to activate the internet on my computer. I am NOT reactivating with HughesNet no matter what. So there should be no reactivation fee. I was also told by both of the salesmen I talked to that Hughes buys the equipment back at any time for the full amount. I have told Hughes several times to come and get the equiipment. The $200 equipment would more than credit back whatever these bogus fees [redacted] has come up with. Once again only one call was made, I returned it on Friday April 26th, the day after the call, and it is now Tuesday April 30th and Hughes has not had the courtesy to call me back even though they took the time to email the Revdex.com. NO I do not ever intend to reactivate with Hughes or do any sort of business with them in the future. Please come get the equipment.

Regards,

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:Once again I made the decision to purchase equipment based on false information provided to me by two Hughes agents at the same phone number. **. [redacted] did send me a 12 page print out with a signature that looks like mine digitally imposed. However at installation I signed a one page agreement and a little brown box which I was informed would just let Hughes know that the installation was complete. There was not any sort of 12 page agreement signed by me and to superimpose a digital signature on a 12 page agreement I am sure would not stand up in court.

The portions of the agreement that were highlighted do not reference my situation anyways. I DID call within 30 days and the phone system Hughes uses cut me off. As I stated to [redacted] on the phone, I was led to believe by both agents that if I wanted to terminate the agreement that Hughes would buy it back for $200.

It says in the 12 page agreement that I saw for the first time this past weekend, that if I contact Hughes within 30 days, which I did, I can return the equipment for a $200 refund. This would cover the $171.23 amount that Hughes has mysteriousely come up with. As far as sending the equipment back, I got the box and instructions from Hughes last Thursday and will send back the parts that are Hughes. However the satellite was installed on the roof of the home I am renting and is on a 5 foot pole on top of that. I do not own a ladder nor do I know how to do any of the technical stuff with it. If Hughes wants the satellite they need to come get it and I am not paying a dime for them to do so.

As mentioned before, I would not have to be doing any of this if Hughes had just done what the agents had said OR if they would train their agents to tell about what it is that Hughes actually charges. [redacted] has pointed out in our conversation that since the equipment is used they can no longer sell it, however in the 12 page agreement that I just saw this past weekend it DOES state that Hughes refurbishes their equipment and a customer can receive a $25 discount if they buy a refurbished one which would still give Hughes $3.77 over the $171.23 I will not be paying from the refund.

I am expecting Hughes to credit the $200 from the return of my equipment in order to give me a balance of $0.

Regards,

Business

Response:

May 21, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, we initially contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some additional concerns regarding her HughesNet service and is seeking a credit to her account.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] frustration. As previously stated, Hughes has waived the early termination fee, and partial service fee. [redacted] needs to pay the remaining install fee of $171.23 and return her purchased equipment to bring her account to a $0.00 balance. [redacted] balance is currently $371.22 which includes $171.23 for the installation and $199.99 for the equipment fee. Once the equipment is returned there will still be the remaining $171.23 for the installation which would need to be paid to bring the account to $0.00.

Hughes is not responsible to de-install [redacted]’s equipment. If [redacted] needs assistance with the de-installation process there is a $100.00 fee and she may contact our technical department at [redacted] to help facilitate her request. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

In addition, Hughes has mailed [redacted] her signed copy of her contractual agreement agreeing to the terms and conditions of our service.

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: I am in this conundrum because I did speak to two representatives before installation. [redacted] has mentioned that the company is acting on good faith yet it is not doing what was originally offered. [redacted] has also mentioned that Hughes does not report to the credit reporting agency's but the letter in the box sent to me states " Hughes may elect to report this incident to credit reporting agencies and to pursue any available legal remedies. ". The letter also says this was a lease and once again I agreed to purchase under the provisions which the first Hughes representatives spoke of.

Review: I ordered Hughes Net internet services b/c they were the only ones to provide service that I could find in area (out in country). Service didn't work at all so I cancelled service within 1 week of ordering it and they were fine with that. A week or so after cancelling, I got a phone call about 845 at night from some man from Hughes net that said they were coming out with 4GEN (a faster product) that might work for me and would I be interested in that service. I said I would as long as I had working internet. I never heard another thing from Hughes net, no phone call, nothing. I assumed it couldn't be set up since they never called to install it. Come to find out, they have been debiting my account for the last 6 months and I don't even have the service. I called to correct it with them and they said that with the phone call that night that I had agreed to service with them and they reactivated my account at the time! Unbeknownst to me!!! They said it was my responsibility to call and get the service set up with them ( which I was never told). Even though I don't have the service they are charging me for the "ability to have service with them" whether or not I actually had service per their account manager. They wouldn't refund my money and charged $350 to cancel what they said was an 18 month contract!! I'm furious and think this is fraud and unethical in the least. I had no written contract with them nor did I know I was reactivating an account with them with no service. This occurred in Jan 2013 and 4 GEN wasn't even going to be available until Feb at the earliest. I feel taken and was scammed!!!Desired Settlement: I would like to be reimbursed the $350 cancellation fee and for the 6 months they debited my account. They were unpleasant in the least when I tried to clear this up and I think they have quite the scam going. Having their salesmen call to tell you about new services when really they are signing you up for service! They need to have fraud charges brought against them. Terrible business ethics!

Business

Response:

June 18, 2013

Review: This internet product was advertised as a fast service. After multiple attempts at upgrades for faster download/upload times, the system download times only increased by a small fraction. The system also lost its connection several times during the day and froze at times, causing lost information. I work as an online Medical Transcriptionist and need to have a dependable/fast service. After numerous calls and long holding times, with Tech Service, there was no resolution to these issues. I was losing substantial amount of wages because of this poor quality service. I had the company discontinue service due to the above issues. I had a hard time getting to a Customer Representative to help me with the termination. Had long wait times and transfers to other departments, only to have the phone call cut off with an automated message to call back at the same number. In February, 2016 I sent a written note to the Corporate office asking to waive the early termination fee. Did not receive any return correspondence from them, only a return box to return their hardware (which I did return promptly). Now I have received calls from a collection service asking for the early termination fee. I have resent a letter appealing the fee and asking them to waive the fee due to the poor service.Desired Settlement: I would like to have the termination fee waived. I feel I gave their product a fair trial, even to the point of upgrading the service from $40 per month to $110 per month in an effort to gain the increased speed I needed for my employment.

Business

Response:

July 9, 2013

Review: I received internet through Hughes Net LLC. I was got a deal of 39.95 a month for five years under the recovery act. In June, I moved five houses down the road. I called Hughes Net and told them I was moving. They said they had a moving program to where they would install the new equipment at the new house free of charge. They also said they were going to upgrade to the Gen4 at no additional charge. In the end of July, I looked at my credit card statement and saw that I was charged 71.84. I called Hughes Net on July 29th and he said that with the Gen4 that was the pricing. I then proceeded to tell him that I was told it would no additional charge a month according to the sales rep when I called to move. He said he couldn't do anything about itDesired Settlement: I want my bill credited the difference of 31.89 and my typical bill of 39.95. If they will not comply, I want a chance to opt out of my current contract, whatever that may be, with no early termination charges, if it applies.

Business

Response:

July 31, 2013

Review: I have tried contacting Hughes Net numerous times to cancel my installation set on August 12, 2013. The only time they will answer the phone is if you are trying to become a new customer. However, that department cannot cancel installations or even transfer you to a person who can. I have contacted all numbers associated with Hughes Net and selected all options they offer to change installation service which has now totaled over three hours of wait time.Desired Settlement: If I cannot get in touch with the business before my installation date, or they do not get in touch with me, I will want a full refund for service fees for the service I do not want installed.

Business

Response:

August 7, 2013