Hughes Network Systems

Review: Poor customer service. Incompetent technician and repeatedly disconnected when I tried to get help. Lied to by reps.

On 08/04/13 I arranged to have internet installed and was told I could try it out for 30 days without penalty. On 08/13/13, [redacted] came to my house to install internet service. I have an Apple Computer and he had no knowledge of how to even turn on the computer. He could not get the internet installed and instead installed it on my laptop. However, the service did not work. That same evening I called Technical Service and requested they send another tech to install on my Apple computer. I was told I would have to pay so I chose to cancel the service. My case # was [redacted] and I was told to call back to cancel. On 08/14/13 I called customer service to cancel. I was given a new case #[redacted] and transferred to "management." The phone line was disconnected so I called again. This time I was told a tech could be sent at no cost to me and I would get additional data. I agreed to these terms and I was transferred to "HomeTech" but the line was disconnected before I could speak with anyone. On 08/14/13 my credit card was charged for $64.45. On 08/16/13 I called to request cancellation of the internet and refund of my $61.45. I was given a third case #: [redacted] and transferred to "Accounts." The phone line was disconnected; I called back. I asked for the phone # to Accounts or Management because I kept being disconnected. The rep said that # couldn't be given out and transferred me. I spoke with "[redacted]" who assured me the internet service would be cancelled and my account would be credited $61.45. He said I may not see the credit immediately due to delays on the part of my bank. My cancelations # was [redacted]. I was also told I needed to return all the equipment (i.e., modem unit, power supply and radio transmitter from the dish) by 10/20/13 or I would be subject to a $300.00 penalty fee. By 09/19/13 my account had not been credited. I had to dispute the charge through my bank before my money was credited. So, even though 2 representatives told me I could try out the service at no cost for 30 days, it was a huge headache to actually get my money back, my phone calls for help were repeatedly disconnected, I was given the run around, and the technician did not even know how to work the computer.Desired Settlement: I'm not seeking anything from HughesNet. Fortunately, my bank was able to get my money back for me. The only thing I lost was time from work and time in general. I do want others to know about the shoddy customer service.

Business

Response:

October 9,

2013

Review: They say I owe 400.00 on a cancelled contract they I never signed and the services never worked at my home, had services on paper July 19-Sept 3, 2013

Called 6 times telling them the services never workedDesired Settlement: credit the account the 400.00

Business

Response:

October 9,

2013

I have had a negative experience with Hughes Net. They have lied on several occasions. The service that is offered is a joke. I was offered 55 gigs a month but was not told until I cancelled that 50 of those gigs were only offered between the hours of 3 & 8 am. My service slowed down a lot after the first month, so I cancelled. When canceling I was also told that I would not be charged an early termination fee until 45 days after the service was cancelled, I was charged on the day it was cancelled which was technically 3 weeks later. I called and asked about the money withdrawn out of my account so soon, they tried to tell me it was because I had not returned the router but they had not sent me the boxes or prepaid label to send it back. Then they said it was because of the early termination fee. Do not mess with Hughes Net they lie and will only tell you what will benefit their company.

Review: my son talked with huge snet to see if he would be able to get net flix they said yes never happened it did not go on line all the time my son had to go back and do a system restore.my son asked if he could play his video game they said yes that never happened . I wanted the phone hooked up and from that day Ii couldn't

and from day one I couldn't t receive any phone calls by the second day of having my son was on the phone with hughes net about two hoursthe phone would work one or two time s then it would be busy or the person calling in couldn't get through .so I called myself the next day and I have to talk to a recording asking if there was snow or ice on the dish.when I was listening to this I decieded then to cancel on the phone. everything hughes net said would work did not. and another thing the man my son talked to it would be a year contract. we decieded to cancel the hughes net. my son said the man he talked to told himit would cost 100 hundred dollars to cancel and a10.00$ each month left for the year . when I called to cancel they told me it would cost 339.17 the lady I was talking to told me they only have two year contract I asked her if I could talk to a higher up . I asked her three times she made me hang on . then she said they would take a month off and quoted 284.91 everything she said was a lie. hughes net took 339.17 . from my checking account this company lies . to me it was false advertising. they said we started paying in December just to make more money . my bank check into when I started paying. it was 9/23/2013 for 87.89 I truly believe I should be reimbursed for all they said we would have and didn't . sincerely [redacted].

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on September 18, 2013. On February 15, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $355.00.

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

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $177.50 to her account representing half of the early termination fee. In addition, there was a credit of $60.85 placed on the account resulting in a total credit of $238.35. That amount was 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,

Executive Customer Support

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

[email protected]

Review: Cannot contact department to have service ended and pay my disconnect fee. Phone conversation is always disconnected. This has happened 6 times.

All representatives of this company that I have spoken with are not in the United States. When you explain that you wish to cancel your contract and pay the $300.00 early disconnect fee they tell you that they need to transfer you to that department. I have been thru this 6 times. When they try to transfer you the phone line disconnects and you have lost the call. I have also emailed this company and explained what is happening. They say that they only have one number for all calls which is ###-###-#### and that you cannot contact the disconnect department directly you have to be transferred. This is totally crazy.Desired Settlement: They will need to connect me and take payment for the early disconnect fee of $300.00 and tell me how to return the equipment.

Business

Response:

October

3, 2013

Review: Have been paying for 10mgb's download speed service for several months and made several calls to Hughes net about problem streaming movies. Hughes net assured me that I was receiving the top streaming package. I finally contacted [redacted] prime whom we stream through, and they performed a test that told them my top streaming speed was only at 1/2 mgb not the 10mgb I had been paying for. I contacted Hughes net and told them this, they proceeded to keep me on the phone for over 3 hours performing a bunch of tests myself until finally sending me to a customer site online that tested my download speed (they made me test 5 times) and the average download speed was indeed LESS THAN 1/2 MGB! I demanded a refund for the months I had been paying for service I was not receiving and to waive the termination fee and release me from my 2 yr contract. As I am writing I am still on hold waiting for a supervisor, [redacted]. [redacted] has told me that he can only waive 1/2 of the cancellation fee!!

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a full refund of the months that I paid for 10mgb download speed and only was receiving 1/2mgb. I wish I could receive compensation for the HOURS I spent on the phone explaining this problem over and over again!!!!!! I want the entire $300 fee for cancelling early waived **. [redacted].

Business

Response:

June 3, 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]’s and was activated on September 27, 2013. On May 2, 201, **. [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 $310.00. At the time **. [redacted] ordered his service, he had to agree to the ter** 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 DISCLAI** 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 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 circu**tances, 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 $155.00 to his account representing half of the early termination fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I feel the entire early termination fee should be waived, not just 1/2. I was paying for 10GB service and was only receiving 1/2 GB service. I have had numerous issues with download speeds starting the first month of service. I placed several phone calls to customer service regarding this issue and there resolution was that I pay for "tokens" to increase my speed! I feel this company is deceptive in promising services that they clearly can't deliver yet continue to collect $. Not too mention the 4 hours I was on the phone with their customer service dept. AND had to explain my story over at least 4 times due to my call being mysteriously "dropped" while speaking with a customer service rep. Very poor customer service and failure to deliver service promised. Please waive the full early termination fee, anything less is unacceptable!

Regards,

Business

Response:

June 13, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Regarding **. [redacted]’s latest concern, we previously indicated that Hughes doesn’t guarantee speeds. 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.” **. [redacted]’s understanding of purchasing tokens isn’t accurate. Tokens are purchased to release an account from exceeding the data allowance. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. Unfortunately, we are not able to waive **. [redacted]’s early termination fee in its entirety based on her circumstances. However we did waive half of the early termination fee as a courtesy on May 2, 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[redacted][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]

Due to the ridiculous amount of time that I was on the phone to customer service regarding this matter (over 4 hours) and having to explain my scenario over and over at least 4 times to 4 different reps, I would like additional credit to my account. My customer service experience was very poor and unacceptable. If I received a representative that I could understand and spoke fluent English, it was rare. No too mention, the numerous times my call was suddenly "disconnected" and I had to call back and explain my situation ALL OVER AGAIN! As I stated previously, I spent over 4 hours on a Friday night desperately seeking answers and resolution to my problem. Please, Please hire Americans that speak fluent English to work in your customer service department, it is very frustrating for consumers to try and effectively communicate with them over the phone. I thank you for measures you have taken to resolve this with mutual satisfaction but it is not enough based on the anguish I endured regarding this encounter. I am not satisfied nor will I ever recommend Hughes net to any of my acquaintances EVER.

Review: [redacted]

I am rejecting this response because:

See above

Regards,

Review: We had this company for a few years and the service was absolutely terrible, the price was $95 per month, and the service did not work properly I had to call them constantly sometimes as much as 2-3 times per week at an hour per call. When my local telephone company offered me centurylink high speed we switched, I called hughesnet and told them to cancel my account I have no clue what they have done but they are trying to bill me for $380 something dollars. I have no clue what these charges are for and to my knowledge I should not owe this balance, they just requested that I send back a part off of the satellite dish which is did via ups. This along with the bad service especially should more than make my account a $0 balance. This is a very poor service, poor customer service and the most costly internet service I have ever had. I am very unhappy with this group now they have turned me over to a collection agency.Desired Settlement: DesiredSettlementID: Refund

I just want my account brought to a $0 balance.

Business

Response:

December 17, 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 his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on March 30, 2010 and requested to cancel his service on August 8, 2013.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. The final balance on **. [redacted]’s account was actually $181.89 and not $381.00 as indicated in his letter. We have issued a credit in the amount of $75.16 leaving a balance of $106.83. Our records indicate that **. [redacted]’s leased modem has not been returned which represents the final balance on the account. Once we have received the leased modem, we will credit the account to bring it to $0.00.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: 1. I had Hughes Net satellite internet service installed in November of 2012. The offer in which it was installed under was: if the service was canceled in less than 30 days I would not be charged for any equipment and installation fees. I canceled the service within a few days of installation. The salesman who sold me the service was altogether misleading.

2. I was contacted by Hughes Net by telephone and was told to return their equipment. I explained to them that I would be unable to return their satellite dish and the radio transmitter because it was installed on my roof and I am disabled. During this conversation I was told that it would probably not be necessary to return the radio transmitter, just the modem and the power cord which I did.

The customer service representative was misleading.

3. I was contacted again by Hughes Net customer service and told to return the radio transmitter and told I would be fined if I did not. I explained to them that I was handicapped and could not do this. Hughes Net customer service offered to send a technician to retrieve the transmitter at a cost of $100 to me. This was in violation of the original agreement. That I would not be charged anything if I canceled the service within 30 days. I told them no do not send a technician. My monthly disability payment would barely cover my monthly bills and utilities.

4. With assistance I had the radio transmitter removed from the removed the roof and contacted Hughes Net customer service and told them I would like to return the radio transmitter. Hughes Net customer service told me they would be sending me a box with a return shipping label.

The customer service representative was misleading.

5. Soon afterward I received a phone call from a collection agency demanding money for the unreturned device. I told them it is too expensive. I contacted Hughes Net customer service and they told me not to expect a return shipping label and to pay for the shipping myself. I inquired why they keep lying to me? Every time I contact them they tell me something different that makes no sense. Needless to say I am having difficulty returning their piece of equipment. It is big and heavy will cost a lot of postage to ship. Their collection agency has been calling me repeatedly harassing me to return their piece of equipment which I have been unable to afford to do so far. The collection agency told me that I only have a limited amount of time to return the device before Hughes Net did not want it back.

6. This company Hughes Net has misrepresented and misled me nearly every time I have spoken with them and I cannot afford to ship their product back to them at this time and I want them to remove the charges they have sent to collection. This was rapidly send to collection.

7. I would also like to express my outrage against this company and it’s unethical customer service as well it’s hollow promises.Desired Settlement: I need to return the Hughes Net radio transmitter device and have the charges removed from the collection agency. I either need Hughes Net to send me a return postage label for returning their product otherwise I need more time from Hughes Net and their collection agency to return their device.

I would also like to express my outrage against this company and it’s unethical customer service as well it’s hollow promises.

Business

Response:

April 2, 2013

Review: deployed and ended contract. Told to fax orders. 2X Faxed. No acknowledgement of RCV. Phone rep or boss has ability to contact billing.told to wait.

I deployed recently, and ended my contract with Hughesnet. Told to fax a copy of my orders to a number. I did it twice. I called the [redacted] and was told by a representative that there is no way for them to contact billing nor the manager, because they (billing) do not accept phone calls or email; just facsimile. Requested a manager to follow up on this and to CC my email address to show that a person is following up on my complaint. Was told that it was not possible by the representative named Jaz O[redacted] and a representative prior to he. (July 9th) Told that there is no way to even email or postal or [redacted] mail these documents to them to have it physically sent. After sending the documents twice and no confirmation from the company it is startling to believe that there really is a fax machine and billing department. I was charged a termination fee of 559.00 USD from my account and now there is no human correspondence as to the receipt of my 2 facsimile's. My termination date was late June 24, 2014. with my account number being. [redacted]. My payment method was by credit card. I even faxed my email address with the 2 cover sheets. I am in a position now that I cannot get to a fax machine overseas. This is a pretty large company which should not have such a lowly way of communication between each department. I am constantly transferred to other departments with companies like [redacted], [redacted],and even [redacted]. I believe that there is a minimum effort being generated once funds are collected from the customers. [redacted]Desired Settlement: I am only seeking:

1. A complete refund of my funds

2. For future customers Hughesnet should change the way that they handle cancelled accounts and how they intercommunicate with their other departments.

Allow certified mail; allow [redacted], [redacted], USPS, etc to hand deliver these required documents and not solely a fax machine. (pre millennium technology)

3. Lastly more confirmation ie...ticket number (complaint) or even follow up calls....kinda like when I started my account when there was

Business

Response:

August 4, 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 HughesNet service and is seeking a refund for the early termination fee. In recognition of [redacted]’s circumstances, Hughes agreed to make an exception regarding our cancelation policy. After further review, we issued a refund of $461.53 to the credit card on file dated 07/29/2014 representing the early termination fee. [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, 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:The steps that it took to fix this issue should not be experienced by even the most pessimistic customer that they have. I have called a number of times (should be on record) and faxed three times with the same response. So when I was finally given an email address from only one representative of the Hughes Net service it finally went thru. My rejection is for the remainder of the customers in my position that have been called up to deploy overseas and given a bogus facsimile number from these guys. This needs to be fixed by this company ASAP before a simple Better Business Complaint becomes a class suit.

Review: I initially tried a "30 Day risk free" trial of Hughes's service. After realizing the service wasn't right for me as it would not run a VOIP phone as Hughes Network promised I cancelled within the first 2 weeks. They promptly sent me a box to return their ite** and I did such. Roughly a half year later they charged my account twice. Once for $106.50 and another time $213. I called ###-###-#### and after 45 mins Thanksgiving night, someone from the Philippines gave me a reference number ([redacted]) and they indeed received the ite** (Modem, Cord, Satellite Piece) and I would get a refund but I would have to call back in the morning to speak with the "Advanced Billing Department" which opens at 9am. After I called again, someone from Texas informed me they have no records of the ite** being returned and demanded a USPS tracking number. I informed them its be HALF A YEAR! The Supervisor agreed its been a long time and that she herself wouldn't have kept a tracking number that long. I asked if the tracking number was just part of a scam and in fact they know they have the returned ite**.Desired Settlement: The best outcome would be to get $430.92 returned, comprised of $111.42 Return of "risk free" payment (4/24/13) + Unauthorized Charge $106.50 (9/23/13) + Unauthorized Charge $213 (11/26/13)

If not, 2nd best would be $324.42 the return of both unauthorized charges.

Business

Response:

December 9, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 April 123, 2013 and requested to cancel her service on May 14, 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. Hughes’ subscriber agreement contains specific language that states customers must return their equipment.

“If you cancel within 30 days of activation: No Service Termination Fees will be charged. You must return your HughesNet modem, radio, and power supply within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).”

We have provided a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned to avoid unreturned equipment charges. Our records indicate that an order has been created to have a box and prepaid label sent to her. Once **. [redacted] sends her equipment back we will refund the unreturned equipment fee.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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]. [redacted]

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I have phoned [redacted] as well during normal business hours and his phone continually rang. As far as what was returned, everything I could return was (without going on my roof) and to ask me for a confirmation code so long after I originally sent it back is unprofessional. However they did have someone come out to retrieve the satellite radio from the roof. They wouldn't credit me the $213 dollars but rather made more hoops for me to jump through. Today I called customer support and had them send a box so I can return the radio.

Review: Unauthorized charges to my checking account

On February 18th, 2013 I ordered internet from Hughesnet. A man arrived the next day and did the installation. When I ordered services I was told there would be a $40.00 hold on my bank account that would be released in 3-5 business days.My bank called me to inform me my bank account had been overdrawn. I looked at my account and Hughesnet charged me $100.18. There was no hold of $40 just the charge of 100.18 plus $116.00 overdraft fee.Desired Settlement: I would like the 100.18 plus the 116.00 overdraft fee back on my account.

Business

Response:

March 18, 2013

Review: monthly charges higher than represented.

On 1-23-2013,I contacted HughsNet for internet service,I was told by the rep.,there was no instalation fee,the amount per month would be 50.00.As of this date 03-15-2013,I had not received any bill or correspandance from HughsNet,I called costumer service,was informed I was on automatic pay,I asked if I could be billed with monthly paper billing, respnnse was yes,with $5.00 per month addditional fee,go figure, I agreed asked what my previous bills were they stated,[redacted] stated $100.45,his explanation for increased amount was I did not summit rebate,I am not sure if this was brought uo in original conversation,he then trans ferred me over to [redacted] case #[redacted]2,he directed my son [redacted] to a web sight, for rebate,and billing,the question to higher billing in Jan.was never really resolved other than to print out rebate,and mail that in,I informed him I did not own printer was instructed to go to local [redacted] coffee shop and use their internet,I informed our small town [redacted] does not have such,he said I could go anywhere.He also told my son that after March billing my service would go up to $75.00 per month,this was not told to me at time of sign up,he said the $50.00 per month was only promotional,I was not aware of this,[redacted] said,they had complaints that costumers were not aware of all policies from rep., who sign costumers up,he said he would connect me to that department and I would be able to liten to the recorded conversation,during the redirecting process I was disconnected.Desired Settlement: All I am asking is that my monthly bill from HugesNet be as I was told it would be $50.00 per month.

Business

Response:

April 1, 2013

Review: WE are not at all happy with Hughesnet services. When we purchased the service the salesperson told us that we would have really fast internet. She also told us that we would be able to use a wireless router and use [redacted]. Well, our internet runs terrible (we have brand new computers). You can not get someone on the phone to help you and the only way to get through to them is on the online chat. Whenever you chat with them online you get bumped off and a new person keeps coming on. I finally received a SUPER SNOTTY phone call from one of their managers. My wife talked to her. Hughesnet was ready to just drop our service without helping us and wants to charge us the $300 for contract withdrawal. They had me troubleshoot the service and said they could not help me if it was not doing what I said it was doing when I was on the phone with them. They refused to send out a service person. They also said, contrary to the original salesperson, that using Wi-Fi is not recommended. So, they lied to us just to sell us the service. I wanted a technician to come out to our home to resolve this VERY TIME CONSUMING problem with troubleshooting our internet. I feel and know that something is wrong with it. They told us when they installed that sometimes the dish could get blown by wind or bad weather. This seems to be an issue, but they refuse to send anyone to the home. Our Wi-Fi does not work at all and we have a brand new lap top to show for it. We have brand new wireless equipment that also will not work now and the 2 people who installed the system said we would be able to use Wi-Fi with it as well. The Wi Fi is terrible. You have to be in the same room now for it to work at all. It's gotten worse and worse over time.Desired Settlement: DesiredSettlementID: Refund

AT this point we are seeking a refund to get out of the contract to end service with them. We are so upset and angry with HughesNet. They lied to us about the use of [redacted]. The original salesperson said we would have plenty of data and speed and use of WI-FI with the system. She said we would have up to 4 hours a day of watching movies/ you-tube or whatever.

Business

Response:

May 19, 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 August 10, 2013. On April 19, 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 $295.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $147.50 to his account representing half of the early termination fee and we have refunded that amount to the card on file. A message was left with our decision on May 19, 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've had HughesNet Satellite Internet Service for just over 2 years, in which the service as been "intermittent" at best during that time frame. However, the system failed permanently on Thursday, 6 JUN 13. After contacting HughesNet support and several tests were accomplished, I was informed that a technician would need to come to my site and physically adjust the dish. They scheduled the technician for Friday, 7 JUN 13 between the hours of 11 AM and 3 PM. I had to take off work to meet these requirements. Unfortunately, as of 4 PM, no-one showed up. I contacted HughesNet once again to inform them of this and after they called the technician, informed me that the technician stated he called my cell phone although I had no missed calls nor does this evidence appear on my cell phone records. I was then informed that the technician would once again call that evening after all routes were completed. Once again, I received no call. After calling HughesNet for the 3rd time, I was informed that the technician would call Monday, 10 JUN 13, by 6 PM. It is now Tuesday, 11 JUN 13, at 10 AM and I've still received no call. With this, my contact has already ended with HugheNet and I will be placing a block on my credit card that's associated with this account. Unfortunately, this does not remedy my Internet service issues nor pay for my time away from work while awaiting the scheduled technician.Desired Settlement: Payment for $164.42 (4 hours of current wages at $41.10 per hour)

Business

Response:

June 25, 2013

Review: This is kind of a twofold complaint.

I received flyer I the mail about hughesnet services. I called and spoke with a gentleman and set up date and time for them to come out and install the satellite for internet services. when I called and spoke with them, I was told that I would receive the first 30 days as a free trial period and then for the next 3 months after the trial period was up my bill would be $30.00 plus a $9.99 fee for equipment use.

The service was installed on Saturday March 15, 2014.

I told him that the reason I was looking to get the service was that we lived in a rural area and couldn’t get anything except dial-up internet. I have a daughter that’s a junior in high school and she’s taking some online classes and we wanted it for that so that she could do them at home and not have to go out to the local library to use their wireless for our laptop. He told me that this would work great for that. Up to this point she sometimes would hotspot my [redacted] for this purpose and to synchronize with their website for her everyday assignments and this would be a great benefit.

The service didn't work properly, anytime we wanted to use the internet. I would have to unplug the modem, and unplug the router from the modem. leave them turned off about 5 minutes then plug in and turn back on then wait 5 - 10 minutes for everything to get ready then could go online. When I called in about this problem this is what I was told to do by several different hughes net employees.

My daughter was and continued to be unable to use Hughes net for classes, it wouldn’t synchronize with the academy where she is taking classes. So she would have to hotspot the [redacted]. I called and was on the phone for close to 45 minutes with technical support and they were able to help me that time, but the next time she went to synchronize her assignments it was back to not working. And once again we are back to hotspotting the [redacted].

I called Hughes Net numerous times in the 30 days with technical issues.

I gave my debt card information because he told me that they would have to put a $40.00 hold charge on it, but that it would be released back to me, which it was.

I told him that I didn't want automatic payment and I requested my bills to be paperless and that they would be emailed to me.

He told me that I would receive my first bill in Mid April after my 30 day trial period, it would be emailed to me and that it would be due within 10 days of the date that I received it.

I NEVER RECEIVED ANY BILLS. NOT A SINGLE ONE.

I called in several times last week and told them that I as unhappy with the service and wanted to cancel, but they kept trying to send me to technical support and then a guy said his name was [redacted], told me that I needed a higher package that the one that I chose didn’t have fast enough speed to do what needed it to. So ok this didn’t make sense to me, but he told me that he would double my package and that he would guarantee the price would be the same for my two year time frame.

He asked me to just try it and if it didn’t work then to just call back and they would be happy to cancel the service.

I said ok that I would try it.

On Friday April 18, 2014 I got a notice that my auto insurance couldn’t process my payment. I didn’t understand because the money was on my debit card. So I went online to look at my account and found out that on March 17, 2014 Hughes net had charged my debit card for the amount of $51.33 this was not an authorized payment. I wasn’t supposed to get my first bill until Mid April. And this was just two days after the satellite was installed. And also on this same day April 18, 2014 they charged another $52.11 to my debit card. My debit card expired in March 2014 and I had not updated my card information on their site because I was waiting to get my first bill via email and would go online and make my payment. I never received a bill. They just took this unauthorized money from me.

After finding out that they and to my thinking Illegally stolen between the 2 charges $103.44 from me and they still said I had an overdue balance of $69.96 when I had never received the first bill for anything and wasn’t expecting to have a bill due until around the 25th of April going by what I was told when I made the appointment for the installation.

When I called on the 18th of April 2014, they kept wanting to put me to technical support, but I kept telling them that I didn’t want technical support as I had spoken with them numerous times and the problem still existed and wasn’t getting fixed.

I wanted the service canceled and I wanted a refund for the $103.44 that they illegally took from me as I did not authorized these charges to be taken from my debit card.

He told me that they would cancel the service, but that they couldn’t refund the $103.44 because part of it was from a previous billing cycle. I said that I was not satisfied with that because I had not authorized either charge that I was supposed to receive my first bill (according to what I was told by [redacted] when I called to get the service) Mid April which would be due within 10 days of the date I received it.

To my feeling and thinking I did not authorize the charges and one of them was taken out over 2 weeks after my debit card had expired and I had not updated my info as I was going to be making my payments online when they were due and DIDN’T want automatic payment option so I would have control when my payment was made.

I want the $103.44 that they took from me unauthorized stolen refunded to me.

As of this moment Thursday April 24, 2014 at 4:03 pm central time not a single penny has been refunded to me.

I called and complained at last once a week since 3-15-14, I called 3 different times on 4-17-14 and called again on 4-18-14.Desired Settlement: I want to be refunded the amount of $103.44 that Hughes Net stole from me via unauthorized charges to my debit card. either by crediting it back to my debit card that they took the money from me the wasn't authorized or by them sending me a refund check for the $103.44.

Business

Response:

May 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your 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 March 15, 2014 and requested to cancel her service on April 17, 2014. We spoke to **. [redacted] in detail about our findings as a result of her complaint which included a sales call review. We are very sorry that **. [redacted] wasn’t able to use Hughes’ service and experienced frustration while dealing with customer service. **. [redacted]’s account has been credited in the amount of $52.11 and that amount was 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: When I originally signed up with Hughes Net, I was on a plan for 10 mgs for $59.95 per month. After I refused to accept the Gen 4 update, my download went to, and are currently, 1000 KBS!!! The company refuses to refund my fee $84.20 for this month. They are additionally going to charge me $100 to remove the radio transmitter, but I cannot have that done until I call on September 15. I have discontinued the service as of today, and have gone with another provider. They have tried on numerous occasion, even today, to sell me on the Gen 4, but I had already noticed a drop in service and was soon to be out of my contract. They could not guarantee that I would be able to access [redacted] with the new Gen 4. This website is crucial for my business, and hasn't been accessible from signing the contract. This is down right fraud!!! They, without notice, started to systematically lower my download speed to get me to upgrade to Gen 4 and another 24 month contract. They have monetarily hurt my business, which I do from home, because of this drastic drop in speed and excessive connectivity issues.Desired Settlement: I deserve an immediate refund for the months since Gen 4 came online and my service plan was changed from 10 mgs to 1 mgs WITHOUT MY CONSENT! I'll will dismiss the monetary damages to my company, approximately $1350, if they will issue an immediate refund for 11 months of service. I called in November, December, January, and March with No Browse Issue according to Customer Service. I am painfully aware that I also stated speed with these calls.

Business

Response:

August 30, 2013

Review: I signed up for Hughesnet service in December of 2012. They installed the equipment only to have it fail to work properly. They sent someone out after a week and the service was restarted. within 24 hours the service began to disconnect again.

After a year of trying to keep internet service I am completely disenchanted with the service so I call to have them remove the NONWORKING equipment only to have them inform me that there will be a $235 charge to disconnect it and I am the one that has to take the equipment down and send it to them.Desired Settlement: I would like to know that my dissatisfaction has been heard at the highest level of Hughesnet. And I would like them to email me with an explanation of their behavior and charges. Why would I be charged $235 dollars to take down their equipment that doesn't work and be responsible for it until they get it back. LUDICROUS!!

Business

Response:

February 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.

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

“For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment.

You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.”

We have created a complimentary dispatch for **. [redacted] to successfully return his equipment. A certified technician will be contacting **. [redacted] at the number on file. The equipment needs to be returned within 45 days of the cancellation date. **. [redacted] may contact me with any additional questions at the number below.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: 8/8/13

To whom it may concern:

Yesterday I began to sign up with internet provider HughesNet, until they said my Social Security number “has no credit” on it and asked for somebody else’s Social Security number to “apply their credit to (mine)” so I could get the promotions they were offering. When I asked what Social Security numbers had to do with credit, they said they couldn’t go into specifics, but again requested someone else’s Social Security number. I said forget about it, hung up, and phoned my bank to cancel my debit card, whose number I had given them.

I talked with a woman named [redacted]. No last name, but at ###-###-#### (out of [redacted] MD), you can ask for her. Either she personally or the whole company was trying to scam me. Who legitimate asks for a Social Security number?

Via phone call locally, I learned HughesNet has an A+ rating with you, but has 2,276 complaints lodged against them.

I’d appreciate any feedback on what, if anything, the company or [redacted] is trying to pull, and taking any legal action necessary.

Thank you for your attention.

Sincerely,Desired Settlement: see Attached document

Business

Response:

September 3, 2013

We had service with the companybut never received good service. We called and complained several times but nothing was resolved. We tried to cancel the service but was told that we had to complete our one year contract. We payed the bill on time every month and upon completion of our contract we called to cancel the service and were told we now had another year left to fufill on the contract. We have since canceled the card that we used to pay the bill and would like everyone to know that we had a horrible experience with a horrible company.

Review: HUGHES-NET HAS DAMMAGED A HOME WITH THE INSTULATION OF PRODUCT ONTO A HOME - HAS BEEN CHARGING FOR SERVICE FOR 9 MONTHS WITH NO ABILITY TO USE SERVICE

SIMPLY SAID > HUGHES-NET ATTACHED A LARGE SATELLITE DISH VIA SUB CONTACTOR TO HOME WHICH DAMAGED PROPERTY. HUGHES-NET HAS BEEN CHARGING FOR INTERNET SERVICE THAT DOES NOT WORK AFTER SEVERAL COMPLAINTS. HUGHES-NET HAS REQUESTED THAT I FILE A COMPLAINT VIA EMAIL WHICH WAS DIFICULT TO COMPLETE BECAUSE I DID NOT HAVE WORKING INTERNET. HUGHES-NET REFUSES TO COMMUNICATE VIA EMAIL HOWEVER THEY ARE AN INTERNET PROVIDER. THERE PHONE CALL WAITS HAVE TAKEN OVER 45 MIN GET A HOLD OF REPRESENTATIVE. THEY REFUSE TO REFUND SERVICE. THE COMPANY IS DIFFICULT TO WORK WITH A MANAGER TO FIND A RESOLUTION COMPANY CONTRACTS ALL WORK OUT SO THEY ARE TECHNICALLY NOT HELD LIABLE TO DAMAGE COMPANY HAS SHADY BUSINESS PRACTICE.

THE COMPANY HAS AGREED TO REMOVE THE SATALIGHT DISH OFF THE HOME. HOWEVER WITH DISCUSSION WITH TECH who is to remove the dish, He was to leave the dish and all cables attached to the house. He was only to dismount the electical propriatry componants. By this leaving the parts that did the dameage to the home still attached. By this they will not fix the repairs as requested. All the rest of the product on the house for leaving there waste on the home for me to both remove and dispose of.Desired Settlement: 1)I want damage to home fix (Roof Repair, Holes into home fixed)

2)I want refund for service not rendered for 9 Months

[redacted] is the account holder and she is my wife.

Business

Response:

April 23, 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 the account is registered to [redacted] and was activated on August 31, 2013. On April 6, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $340.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $340.00 to her account representing the early termination fee. In addition we have credited the account for two months of unused service as a courtesy and a refund of $99.98 was issued to the card on file on April 7, 2014. Regarding **. [redacted]’s concern of the tech removing the entire dish and patching the holes from the install, Hughes’ subscriber states that Hughes will only remove the radio from the dish. The location and install was signed off on. There is no documentation to support the service not working since the install in August. 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[redacted][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: