Hughes Network Systems

Review: Hughes Net stated that the speed of my internet service would be 1 MBPS and this would be fast enough for my husband's video phone. His video phone didnt work. We were informed by my husband's video phone technician, who can only make it out to this area once a month, that 5 mbps would be best. We requested 5 mbps from Hughes. They stated that they only had up to 2 mpbps in our area. The price would jump from 49.99 to $100 a month. We accepted it, however, when the vp tech came back, he did and speed test and found we were getting under 1 mbps. So, Hughes never even delivered the originally promised speed, yet they charged us double the price for no actual change in service. When I requested to discontinue service, they said they would have to charge me a $400 cancellation fee since it was past 30 days. I explained the circumstances, they still refused to waive the fee.Additionally, every time I call them to discuss something, its at least 30 minutes before I can talk with anyone. Then I have to be transferred at least 2 more times before I can get to the issue. So, its on average an hour of phone time before I even can discuss the reason for my call.Desired Settlement: I would like the $400 fee waived and the $100 I paid for service to be reduced to $50.

Business

Response:

March 18, 2013

Review: HughesNet installed a dish on my roof and a modem and wifi router in my home on November 19,2013. IT DOES NOT WORK. I called and canceled today, November 23, 2013. Hughesnet has already taken $68.00 and $1.00 from my bank account. They were not supposed to bill me until the 29th of November. They will send me a postage paid box to send their equipment back. That is fine with me. The problem is that they want me to pay to remove the dish on the roof and then I still have to send them the dish. The contractor that removes it will charge me any price he wants from $30.00 to whatever. I have had nothing but rudeness and no cooperation from HughesNet . If is fair that I have free installation but must pay to remove their equipment that does not work and has not work from day 1? I called the installer on the 20th of November and I am still waiting patiently for him to return my call.Desired Settlement: I would like for HughesNet to come to my house and remove their equipment and not charge me. P.S. My roof is 1 year old and I hope that they remove the dish and fix my 1 year old roof so it will not leak. I want them to take the dish etc., that they installed with them.

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 November 19, 2013 and requested to cancel his service on November 22, 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 first month’s service in the amount of $61.28 and that amount has been refunded to the card on file. In addition we have provided a complimentary dispatch to deinstall the radio from the dish so that his equipment can be returned to avoid unreturned equipment charges. Hughes doesn’t require the dish to be returned and isn’t responsible for removing the dish from the roof, unfortunately if **. [redacted] would like to have the dish removed it would have to be at his expense and he would have to discard it.

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 am a Hughes Net customer since 2007. The service has been fair-to-poor all these years; slow connection, limited daily data allowance and extremely poor quality phone support.

I had several conversations with “tech support” people from foreign countries; I could not understand their heavy accent, I had no idea what they were saying. They put me on hold, transferred to a non-existing extension or simply disconnected me.

Their new operating system came out last year. In December 2012 I decided to switch to Gen-4. I signed up for the Power Pro service plan, which offered a faster Internet service, 10 GB daytime data and 15 GB nighttime data. My troubles with Hughes Net have multiplied since then.

It started with their sales department promising the “purchase option” for my receiver. It was not until the first billing when I found out that they leased me the receiver for a $10.00 monthly fee. I was also promised a $100.00 rebate, which I never received. They told us that the sales person made a mistake and they cannot honor their initial offer because it is expired. One “tech support” person’s best excuse was “it is too difficult for us to change anything”. After about 10 hours on the phone with various “departments” a switch was made to my account and they provided UNLIMITED night time use from the hours of 2.00 AM to 11.00 AM and 10 GB of daytime data. One customer service rep assured my wife that because we are a long time customers they will not change this arrangement.

In January of 2013, using the new Gen-4 system I no longer could upload to my photo gallery. “it is a glitch in the system which has not been fixed yet” – I was told. This glitch is still not fixed as of today. (August 11, 2013) I have to jump thru their hoops to accomplish uploading pictures to my website.

It came as another big surprise when I checked my data allowance status that Hughes Net once again has changed my service without any notification. Not only took away the unlimited allowance and gave me 10 GB nighttime data - and charging me for 15 GB; they also took away the nighttime hours, reducing the time frame from 2AM to 8.00AM.

On June 15, 2013 my wife and I spent 2 hr. on the phone once again with “customer service” Case # [redacted].

We talked to someone by the name of [redacted], he was clueless in understanding of what was going on. He told us “nothing I can do”. We requested to transfer to a “supervisor”. A supervisor by the name of Jay tried to convince us that we were wrong, Hughes Net never provided anyone with a service package as underlined above. (UNLIMITED night time use from the hours of 2.00 AM to 11.00 AM and 10 GB of daytime data.)

We told him we had proof (screen print of our service allocation) and was going to cancel their service, he admitted that there is a system problem with the Gen-4 service. He promised us that he will find out more details and will contact us no later then June 22, 2013. He also promised 10 complimentary restore service tokens.

No one contacted us from Hughes Net as of this date and no complimentary tokens were provided. Further, they are providing 10 GB of nighttime data and charging for 15 GB.

It appears that there is a lot of confusion going on with this company. They send out flyers repeatedly asking to sign-up for the Gen-4 service, now promising 15 GB daytime data and 15 GB of nighttime data.

Hughes Net has monopoly providing “service” in the rural areas and they are taking advantage; shortchanging customers and getting away with it.

I would not recommend them to anyone, including my worst enemies.

Any or all of your help in finding resolution to this matter is greatly appreciated.

Thank you:

[redacted], VirginiaDesired Settlement: Restore original night time date to 15 GB.

Restore original times for night time hours to 2 am to 11 am

Business

Response:

Review: Hughesnet charged my debit card when they were not authorized to, they said I had failed to make a payment but when I provided the paperwork showing that I had paid on April 21, 2014 they still refuse to put the money back in my account that they took without my permission.Desired Settlement: I want the $78.70 they took off my card put back on.

Business

Response:

July 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on October 19, 2009. Per **. [redacted]’s letter, she made a payment in April of $78.70 that wasn’t credited to her account. **. [redacted] has been attempting to send supporting documents in to confirm her missing payment. At this point, **. [redacted] has disputed the charge made to her card in the amount of $78.70 on June 27, 2014 with her financial institution and has been awarded that amount. It hasn’t been reflected on her Hughes’ account that the payment has been reversed but we anticipate a debit to the account once the reversal is received. We have informed **. [redacted] that we will credit the debit should it appear on the account. We informed **. [redacted] of our decision on July 18, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I attempted to cancel my account and stop payment prior to a 30-day trial period and was hung up on. Three days later my card was charged $73.96.

I first called HughesNet on 10/07/2013 and requested that I get a data extension and it was granted. I was notified at the time that I had until 10/13/2013 to cancel my account. When calling on 10/13/2013 to cancel my account and avoid a $400 cancellation fee, I was then told "You are not an authorized user and cannot make changes to the account." Two days later on 10/15/2013 I was charged $73.96 on my credit card. I am receiving extra charges from my creditor now due to the fact that there weren't enough funds to cover the payment. I did not authorize these charges to my credit card. I called again today, 10/29/2013, and was told that it is policy that I cannot take my card, even, off the account.Desired Settlement: I would like to cancel the account and get my $73.96 back. Credit it to the account that it was charged from. And I would like that within 7 business days.

Business

Response:

November 15, 2013

Review: I keep getting my bank account charged for a service I no longer have, been cancelled since March 2013. Hughes net is the company.

In feb I called Hughes net to cancel my service. I was informed that if I cancelled before the next billing cycle I would be charged an early termination fee and It would be cheaper if I let the March payment go thru. At the end of March, 2013 I called back and cancelled my Hughes net internet service. They informed me that they would be sending a box to me to return the modem in. I said ok, what about the satelite on the side of my house. I was then informed to throw it away, they did not reuse them. On June 13, 2013 a draft from my bank account was made by Hughes net for $ 218.50. When I called they said it was because I had not returned the radio transmitter off of the satlite. Ok, so after them telling me to throw it away, Thank goodness I couldnt get it off my house. I get the transmitter off the dish, put it in the box they sent me and return it also. On July 12, 2013 I received a refund for the $218.50. On August 7, 2013. I get online to check my account they have a charge on $109.25 for hughes net on my account. I call them they ask me about all of the things I previously returned to them months before. These people are crooks. Everytime I have had to call to try to get my $$ back for their fraudulent charges the phone call with the hold times exceeds 45 minutes of my afternoon.Desired Settlement: A formal apology and a gurantee that they will stop charging my bank account. If they keep this up I will have no choice but to contact my attorney and seek legal advice.

Business

Response:

August 13, 2013

Review: Signed up for hughes net service and the installation guy said that when we are ready to we can upgrade to the gen 4 at any time but until then we could stream Netflix and other such entertainment sites. When we started having problems with the service being too slow we called to find out why. We were offered to set up the Gen 4 and put on hold. The representative then came back on the line and said that we did not qualify for that service due to our location and that she was sorry. If we had known this we would have never gotten the service. Now they are wanting to charge us 250 dollars to cancel service even though on multiple occasions we were promised something that we were not able to attain. I refuse to pay for the cancellation fee because I feel that my family was taken advantage of.Desired Settlement: I wish to return the equipment and not be charged a cancellation fee.

Business

Response:

November 15, 2013

I had been a Hughesnet customer for several years, always paid my bill in full and on time. When I signed up for service, I was told that I was paying a monthly equipment fee that protected me from incurring charges should ANY of my equipment be faulty or damaged during the time as a paying customer. I allowed their "qualified" staff to install whatever they deemed necessary wherever they thought best. Recently, my family and I moved, and during this move the satellite equipment was damaged in a bad storm from a falling tree. When we canceled service (a week later)we wer asked to return the equipment we had been paying to rent. My husband had once explained the issue and later I had discussed the issue with Hughesnet's alleged customer service team. My husband was offered a charge of $100 for an unreturned equipment fee, later I was told that the equipment was covered, there would be no charge and I only needed to return the un damaged equipment that was located inside my home at the time, which I did, before their time frame. Two months later I was charged $212 for unreturned equipment. When I called I was told that I was charged the full amount because my husband didn't agree to the $100 offer the first time he called to report the issue (when we were still active, paying customers). I have spoke with them and finally they agreed to refund half of what I was charged but would not allow me to speak with a supervisor about what I had been told about the equipment being covered and there being no charge. NONE of the calls made were EVER handled by a service person that spoke English as a first language which made it somewhat difficult to deal with. No one ever explained to me why I had been paying for insurance on equipment all those years when it wasn't covered. Hughesnet has horrible customer service and none of their goals are anywhere remotely aimed at satisfying their customers.

Review: When my wife signed up for HughesNet satellite internet service she asked if we would be able to stream [redacted]. She was assured that we would be able to stream [redacted]. It has turned out the the service is completely inadequate for regular streaming and that adding "gigs" will not solve the problem. Furthermore, half of the data from the service is avalable only late at night and very early in the morning - useless to us. The service we are recieving is not what we signed up for and is not even working reliably for our internet use. When we asked to be released from our contract we were told that our trial period was over (just a very few days before) and that we'd have to pay $400 to be released from our 2-year contract. My wife agreed to the contract ONLY becuse she was assured that the service would meet our needs. Unfortunately if falls woefully short. We are very disappointed with HughesNet and feel that we should be released from our contract with no penalty and that the company should buy back the equipment for which we have no use. I think [redacted] signed up for the service toward the middle of November. We have questioned the service a couple of times and with the rush of the holidays and company were distracted from following up. I called their service center to complain about three days ago and [redacted] called as well since she's the one on the contract and they wouldn't tell me anything else.Desired Settlement: As mentioned above, we feel that we should be released from our contract with no penalty and that HughesNet should buy back the equipment that is of no use to us.

Business

Response:

January 17, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated January 5, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter.

It is our understanding that **. [redacted] has some concerns regarding Gen4 service and data limits of the HughesNet service.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’ account was first activated on November 15, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’ service was performing within acceptable parameters, but **. [redacted] had exceeded the data limits of 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 HughesNet service. **. [redacted] explains she was not informed of the full data limits during her sales call, through a third party vendor, [redacted] (RA).

PART IV – PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has offered the assistance of our advanced technical support, or a free session with Home Technical Support, to work with **. [redacted] to hopefully resolve her data usage issues. As an executive courtesy, Hughes issued a one month service credit to **. [redacted]’ account in the amount of $39.99 on January 13, 2014. Hughes upgraded **. [redacted]’ service plan with a $30.00 discount for 12 months. Hughes will continue to monitor the performance of **. [redacted]’ service and is committed to working with **. [redacted] to reach a resolution. Should **. [redacted] remain dissatisfied with the performance of her service, Hughes stands ready to cancel the account without penalty.

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

Sincerely,

Office of Executive Support

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

Review: I moved and no longer needed Hughes Net Service. Hughes Net stated I must return receiver which was completed.

Hughes Net then billed contract default payment of $200.00. When I contacted the collection agency "[redacted]" hired by Hughes Net they stated if I paid $100.00 immediately they would waive the other $100.00 billed. A month later I receive a invoice stating I now owe the remaining $100.00. I did not feel I owed the $200.00 since Hughes Net stated if I return the receiver that would cancel my contract. I only paid the $100.00 to make Hughes Net go away. Now, I'm receiveing another statement to pay the remaining $100.00 that was suppose to be written off by agreed settlement. (I have a copy of the agreed settlement)Desired Settlement: Hughes net needs to honor the agreed settlement from [redacted] of $100.00 and not to send any futher bills/statements in regards to the services rendered.

Business

Response:

September 11, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] In response to your letter to the Executive Customer Care division of Hughes it is our understanding that [redacted] has concerns regarding his HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. After further review, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. After further review, Hughes did issue a $100.00 credit to the account on 04/24/2014 which applied to the early termination fee. We have also issued a $100.00 credit on 09/11/2014 that applied to the remaining unreturned radio fee. The amount due it is $0.00. [redacted] may contact me directly for any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, the only reason I am accepting is so HughesNET leaves me alone. I returned the radio as asked and they have just now applied the credit as of 9-11-14. Poor service on their part all around.Regards, [redacted]

Review: I have complained about the internet service provided for months and months. In the past, we have received discounts for the service. On July 6th, 2013, my husband called once again about the service NOT working. After going through several steps to determine the satellite was working properly, the customer service representative apologized for the inconvenience. He offered a monthly monetary discount, in which my husband asked for more. He asked his manager for approval for $20 off for 5 months. We received a confirmation number as 36914939. We were satisfied with the results. Well, the bill came due and I tired to log on the same way I had been paying the bill for months. I kept getting webpage is unavailable for weeks....I realized the bill was due and would be late so I finally broke down and called customer service again on 7/17/13 to get into the site just to pay our bill. I spoke with [redacted] around 11:15am on 7/17 and was notified that we HAD to log into the new site. She directed me by phone on how to do it. IT would NOT log in with our information (username and password). So [redacted] redid our information. She apologized for the inconvenience (which we hear a lot) and gave us a $5 off discount for 5 months! So now this should be $25 bucks off. I finally logged on, to see a full priced bill. I figured it would take a month to adjust the bill so I was just going to pay it. This website would NOT let me pay my bill unless I put in a payment type! SO I put in a payment type. NOW, July 23rd, I have TWO payments withdrawal from my account. Problem. One wasn't due yet and SHOULD have been discounted...It is due August 15th, 2013. [redacted], my husband, called to get this cleared up. He started out by speaking to a customer service rep that he did not get her name. She informed him that we were enrolled in automatical withdrawal for awhile now (I've been paying my bill for roughly 6 months now) and because we were late it charge for it (their explanation). (Why would it be late if it was automatically withdraw?) Now I didn't put in that particular account number in until I pay the bill which was late because we couldn't log on. He requested the extra payment that wasn't due until August 15th be given back because we never signed up for automatic withdraw. He was transferred to a manager, [redacted] employee # [redacted]. From this point, it goes down hill. We were told that she didn't see the discounts. He gave her the confirmation # and she said she saw the $5 discount but no $20 one. So my husband gave her the number again in which she said she saw a $10 one. Then as the conversation went on, she finally admitted to the $20 dollars. THEN when we asked about getting our $69.37 back since the bill wasn't due yet or discounted, she said it wasn't possible. He asked why it wasn't discounted and she said it "must have been a miscommunication". He asked how did we get on automatic withdraw because we never signed up and apparently if you put a CC# in their website it signs you up. BUT remember, I tried to pay the bill and it wasn't possible without putting a payment type in. She informed him she would take us off the automatic withdraw. (I pay multiple bills monthly and store my CC#. They do not automatically withdraw from my acct just because it's stored.) So he asked how we were able to pay our bill if we couldn't through that site. At this point, since I handle the bills, I started speaking with [redacted]. She walked me through the way to pay my bill, which is a totally DIFFERENT way (we probably now have been walked through at least 4 times ways to pay a bill). And as she was walking me through, and I clicked on the link. OF course, I got "Webpage is not available". At this point, she said she could transfer us to the tech team to figure out why it wasn't working. (It's always implied something is wrong with our end. She asked about what browser I use.) I had to get off the phone. I informed her I will be cancelling my service once I get my internet to work and make a complain with Revdex.com. She said nothing. I will be cancelling service.Desired Settlement: We have [redacted] phone, [redacted] but yet when we call these companies they do not offer internet because they bundle with HughesNet. I feel it's a monopoly on internet out here and wish they would release us from it. We will not pay for service with HughesNet any longer. I would like an explanation as to why [redacted] or [redacted] can't provide us satellite internet out here when HughesNet can? A real detail explanation.

Business

Response:

August 2, 2013

Review: Was told would meet all my needs and wants,did not know about time limits until was timed out while using internet.then called was told of limits.

Was led to believe would meet all expectations was not told of limits until happened.service was initiated late April 2014 I think. I paid through a debit card which I cancelled because of this problemDesired Settlement: Because of not specifying all things I would just ask for the reminder of the contract to be nullified.

Business

Response:

July 2, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his cancellation. Our Executive Customer Care representative reviewed all pertinent database records. “Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. “Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” We are unable to revise the policy.” Please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination charge 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. After further review, **. [redacted]’s account was cancelled on 06/02/2014 and an early termination fee of $302.69 produced to the account. Hughes created a complimentary dispatch to retrieve the equipment. In light of the issues **. [redacted] experienced with our service; Hughes has waived half of the early termination fee; bringing the amount due to $150.00. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] executivecustomercare@hughes.

Review: Here are my main complaints among many:

1) The advertised HughesNet Satellite internet speeds do not apply to [redacted] computers. I was not informed of this when I signed up for service. After months of intermittent and slow service, HughesNet sent me to a third party tech support to troubleshoot. The rep there told me that there wasn't much he could do for my operating system because [redacted]s are notoriously incompatible with satellite internet. Again, nobody at HughesNet had told me this when I signed up -- they didn't even ask about my computer.

The HughesNet rep with whom I spoke to close my account asked why. I informed her about the unacceptable service and the incompatibility with [redacted]. She AGREED with me. She said to me on the phone that she was aware of the issue with [redacted]s.

2) I closed my account on 02/22/14. I spent an hour on the phone with this rep telling her that I would not pay the cancellation fee of $400 for a service I was being forced to cancel because it didn't work as promised. After several agonizing rounds of her attempts to negotiate with me, I finally told her that I needed to hang up and would not be paying any cancellation fee. She could send me to collections, but I would not pay. On 03/03/14 HughesNet charged my debit card $225.50. I had told her specifically to eliminate any banking information from my account the day I had closed it. She confirmed that she had via email (see below).

3) HughesNet internet service was consistently shoddy. Service was intermittent. They sent me an outdated modem at first and it took months for any of their reps to catch on to that. The replacement modem still didn't improve service. While upload and download speeds may have worked as promised, and as I mentioned, the delay that happens with [redacted]s makes the service much slower than their advertised speeds.

I won't bore you with the rest of my complaints, but in summary, the four-ish months I spent with HughesNet were abysmal. They provide hands-down the most infuriating customer service (customer torture) that I have ever encountered in my life. I've never had a rep try to turn the blame for bad service back on me -- to tell me I bought too many data tokens, or have my computer on the wrong settings, and on and on. Better yet, the last person I spoke to told me that the poor service was due to my choice to change my modem. They will try ANYTHING to build a case against a customer. They must be used to people filing lawsuits.

Frankly I'm dumbfounded by the whole thing.

HUGHESNET CONFIRMATION EMAIL OF CLOSED ACCOUNT:

On Feb 22, 2014, at 4:54 PM, [email protected] wrote:

This is an email confirmation that your HughesNet account ending with [redacted] has been closed. Your final Invoice has been generated. For your convenience, you may view your invoice and make payment using this website: http://customercare.myhughesnet.com and click View/Pay My Bill Without Logging In. You will need your account number and zip code to access the website.

If you would like to reactivate your service, please contact us within 45 days.Desired Settlement: I want half the total amount I paid for service refunded, since I spent half the time I was a customer trying to make the service work, which was futile apparently since I'm on a [redacted]. The other times I spent settling for mediocre speeds and time-outs.

I paid HugesNet $963.33 in total over the past four months. I would like 1/2 that refunded by check, totaling $481.67. Since I got half the speed they promised, I think that's fair.

Business

Response:

March 18, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear [redacted]:

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

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. HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS. When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.

Regarding [redacted]’s request, Hughes will be unable to issue a refund for half of the service paid. However, as a courtesy we did waive half of the early termination fee on 02/23/2014 in the amount of $177.50.

There is a current balance on the account of $225.00 as a result of a disputed charge. This amounts needs to be paid to bring the balance to $0.00.

A box was sent to the address on file for the successful return of the equipment which needs to be returned within 45 days if the cancellation date to avoid being charged an unreturned equipment fee.

If [redacted] has any additional questions; 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

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

Review: Purchased [redacted] along with HughesNet internet service in a bundle, this was due to slow speed from DSL and I purchased a Smart TV. HughesNet and [redacted] told me this would be a good combination. DSL produced 3MG of speed and Hughes net was to be 5mg, have come to find that the Hughesnet satellite is slower than the DSL and sometimes doesn't work at all. I contacted hughesnet about the problem and they stated that I was getting 5mg of speed but the would up my service to 10, still the same service at my location. I contacted them again and they said I was getting the right speed. I explained that it was not working properly and I was dissatisfied with the service, but they said it was my equipment and told me to buy a better router and I explained to them that I already did and it is still not working as advertised. They said it was working and they would not let me out of the contract unless I paid 20 months. I explained that I should not have to do that as it doesn't work as advertised. They would not. I have since found a lot of the same type complaints from others that have used Hughesnet.

ps. I also asked them to come out and check it out for themselves but they wanted to charge me a service call which I feel is not right.

I have paid 6 months without service!Desired Settlement: make it work, as advertised or let me out of contract without further payment!

Business

Response:

March 17, 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 the [redacted]’s has some concerns regarding their HughesNet service.

Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS. HughesNet is not recommended for use with Virtual Private Networks, twitch or RPG online games, online trading, web hosting, or heavy file uploads.”

Regarding the [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 the [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

Hughes will cancel the account without penalty. A box and prepaid label will be sent to the address on file for the successful return of the [redacted]’s equipment. The equipment need to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.

We would need for **. [redacted] to contact me at the number below for her preferred cancellation date.

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

Very truly yours,

Executive Customer Support

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

[email protected]

I will NEVER use Hughesnet for any service again. The service provided is horrible. The customer service is horrible, and they seem to always forget to refund money owed back to the customer...I dont don't know how they are still in business!

Review: I called in early January 2013 to order generation 4 hughesnet. I was given a case number for the conversation and an order confirmation number, I was told they would charge the card on my account. On July 18th I spoke to someone named Ray because nothing had happened. I got a new confirmation number and an apology. To this day, my order still has not been activated. I have trouble staying in contact with my daughter who lives far away. I am very disappointed in the service I have received and I plan to cancel my service. This company has displayed flagrantly false advertising, and has placed two separate orders and never fulfilled their promises.Desired Settlement: I plan to simply cancel my service agreement with them, but I wanted to bring this to the attention of the Revdex.com to prevent future misconduct of this nature by this organization. They send me mail and emails every week claiming that I have access now to Gen4 service from them. It has been an incredibly misleading and frustrating experience.

Business

Response:

October 15, 2013 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington, DC 20005-3404 Re: [redacted]Case # [redacted] Dear **. [redacted]: In response to your letter dated August 11, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed. We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where he can be reached and/or email address. Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].

Sincerely,

Office of Executive Support

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

Review: I started service with them and they told me my bill will be 59.99 and I notice on my bank statement they was taking out 79.99 and I told them I can't afford that a month and I wanted the 59.99 that I can afford and they got smart with me and I told them to stop my service and they did in feb. 2013 and the end of march they took 90.00 out and the first of apirl they took 390.91 and i'm disabled and didn't give them promission to take any thing out of my ssd money and with this I couldn't pay my rentDesired Settlement: all together they owe me 480.91 and I couldn't pay my rent and I might get kicked out of my house i'm renting and I have been here almost five years

Business

Response:

April 29, 2013

Review: I tried to cancel my hughesnet service because it doesnt work right and they wont let me do it- they say that I am not the account holder that my husband is and he has to turn it off. This account was put in my name, I called, gave them my social security number and my information- never once mentioned my husband, never authorized him to be on the account and never gave his information to HughesNet. The bill comes in my name, not my husbands. I just want to cancel the service but they wont let me until they talk to my husband. I could have him call but this is not right- THEY DID NOT HAVE AUTHORIZATION TO ADD HIM TO THE ACCOUNT and I want this service cancelled now.

Product_Or_Service: Satellite Internet

Account_Number: dss[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my service turned off without hassle and want the billing to be stopped as of today 03/26/13.

Business

Response:

April 30, 2013

I am a widow. I called the technical department to get an upgrade to my satellite internet service. Was told I needed to put the account in my own name first, so I faxed the death certificate of my husband to the billing department as requested. I have a transmission confirmation. When calling billing and account department the next day, I was told they did not have the faxed death certificate, they had to confirm, I was passed around to 4 different individuals, 2 calls were dropped. On calling again I asked for a supervisior to call me, seemed to be impossible, I hung up in frustration after 2 hours. Two days later I tried again, this time reached one person who finally transfered me to an account management department, where I was able to open a new account, and schedule a serviceman to come out the next morning for a new modem and update to different satellite. I received an e-mail confirmation of new account, and guess what! The account was STILL IN THE NAME OF MY DEAD HUSBAND!

Very frustrated with this company from the onset. They send out 3rd party installers; the one we had was very unprofessional and in a hurry. He came at a different time than scheduled and relayed that he would not come back for 2 weeks if we did not let him go ahead at time he came. Customer Service has been terrible. They are almost impossible to reach and when you finally make contact; you end up on hold and/or transferred - or just disconnected. They have a Chat but it is not efficient either. They have a Community forum - some work for Hughes and others are customers. I have sporadic internet and cannot use it as it is so unreliable. I am being forced to pay for a lack of service.