Hughes Network Systems

Review: On September 17, I called HughesNet regarding an advertisment for "free standard installation" for internet service. I spoke with [redacted] who quoted me the price I would need to pay for the service. I wanted to lease the equipment and gave her my credit card to process the payment, which would have been a 39.99 payment to be placed on hold to make sure the card was good. [redacted] came back to the phone and told me the payment would not go through because I had a fraud alert on my credit file and I would need to remove the fraud from my account and I told her no, I did not want to remove it. on September 23, 2013 , I received a notice from my bank indicating my account had been overdrawn in the amont of 430.78. [redacted] had processed the 39.99+371.42 against my card. I called to find out why after being told she could not process the card, they sent this amount through. I have called every seven days since trying to get my refund back into my account. I've spoken to at least twelve different people as of today 10/31/2013. They finally changed my service from "purchase" to "lease" and keep taking money out of the" refund "money to pay my monthly billing. When [redacted] set up the purchase account she put me on automatic billing option, which I did not know about and I can't change this until the refund has been issued. These are the dates I've called to try to get my credit issued back to my bank account:

September, 24, 2013 spoke with [redacted] (he transferred me to Advance Billing Dept

September, 24, 2013 spoke with [redacted] (Advance Billing)she was going to issue a credit for $298 ,I waited 7 days, no refund

September, 27, 2013 spoke with [redacted] in Customer Service , she hung up on me,

September 27, 2013 spoke with [redacted] in Advance Billing, no resolution he couldn't get ahold of anyone in advance billing and he wold call me back but never did

September 29, 2013 spoke with [redacted] in customer service - got no where with him either

October 9, 2013 spoke with [redacted], she put me on hold listening to music and got a supervisor by the name of Isis but we couldn't hear each other due to the music from the transfer.

October 9, 2013 called back and spoke with Isis but she was not a Supervisor and after demanding to speak with a supervisor, they got [redacted] on the phone.

October 9, 2013 [redacted] spoke with another person whose name was also Isis but not the Isis above and this time I was told I would be credited the refund in the amount of 232.10 within the infamous 7 days

October 13, 2013 [redacted] actually called me back and reassured me he had worked my refund issue out and I should see the refund within 7-10 days and he also would give me $10 off for the next three months.

October 31 2013, called today and spoke with customer service ([redacted]) I asked for a supervisor and a guy by the name of [redacted] supposedly a supervisor is working on the issus.

As you can see I'm not getting any results from these people and I need some assistant to get my money back.Desired Settlement: I would like for the President of this company to know about how this has been handled. I would also like for them to pay for my the overdraft charges totalling $105 dollars along with the $371.47 charged put through on my credit card for which my bank paid. I want them to honor the $10 credit for 3 months that was promised to me by **. [redacted].

Business

Response:

November 22, 2013

Review: I purchase satellite internet services through HughesNet and suffer from EXTREMELY SLOW internet access that OFTEN TIMES gets Timeout Connection Failures as well as UPSTREAM ACCELERATION FAILURES... I MUST have contacted the HughesNet people over these issues 10 times or more by now. This service requires that I sign a two year contract. I am not getting the service that was agreed to in the contract... Please also let me know the date that my contract expires with HughesNet? I just cannot believe the slow service they provide..Desired Settlement: Faster Internet Service Fewer Timeouts and Dates that Contract with HughesNet Expires For Internet Service?

Business

Response:

May 31, 2013

Review: I signed up for Hughes net with the impression that it would provide me with a fast and efficient internet at a competitive rate to other providers. The service was slow, unreliable and misrepresented in the initial sales conversations. The sales representative told me it was the fasted internet available and the same service used by the U.S. military. After signing up I discovered the service only provided a limited amount of bandwidth per month. This was not explained in my initial interaction. Infarct the sales representative told me told me the service would be more then enough to suit my business and home needs. But we found that the service ran out about half way through the month. Because I was now bound by contract I tried upping the plan another $20 a month. This was still not enough. So I upped it again paying a total of $130 a month and it still ran out. I contacted them to say that they were not providing me with what they initially advertised. They said in order to cancel the contract it is a $350 charge which was also not clear when I signed up. I refused to pay and they sent my account directly to collections. At this point in time I have spent numerous hours on the phone trying to figure this out.

I have also signed on with another provider that charges $40 per month for unlimited internet that is much faster and reliable.Desired Settlement: I would like an apology. I would like to have the contract canceled without paying a fee as well as the last month refunded.

Business

Response:

February 7, 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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. **. [redacted] is requesting to cancel without penalty.

Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

After further review, we will waive half of the early termination fee. We will also send a box and prepaid label to the address on file for the successful return of the equipment which need to be returned within 45 days of the cancelation date.

**. [redacted] would need to contact me with 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]

Review: I cancelled my service on 7/4/13. I informed Hughes Net that I was being forced to move and that my new rental did not allow a dish on the property. They said they would waive the cancellation fee and my service would expire on 7/4. Given the reputation of Hughes Net I asked the representative just before hanging up "I do not owe anything, right?" Her response was "No. Your balance is $0.00". I ended up getting a $400.00 cancellation charge to my credit card on 7/4. I had to file a dispute with my credit card, called Hughes Net and did eventually get a credit applied to my card. A week and a half ago I get an email that my monthly payment of $300.00 was declined and this is what I owe. I once again called Hughes Net and after yet another lengthy call the representative said "Your right. Your balance is $0.00". Today I receive a letter in the mail that I once again owe $300.00. It was also addressed to my former address after I have already given Hughes Net my new address. This has become pure harassment.Desired Settlement: I need my balance to be $0.00 which I have been told several times. I also want a letter that my service stopped on 7/4/13, my balance is $0.00 and stop the harassment.

Business

Response:

August 23, 2013

Review: I had been a long-time HN customer, and drafted my payment for more than 2 years. Never late, never a problem. One weekend, HN cancelled my service and demanded I pay AGAIN. I had just switched the month to paper billing. I explained to the CSRs and Manager via phone. They refused to reactivate my service although I had an active and current paid account. I talked on several different occasions for a resolve. No one was willing to help me. I was left to cancel my service. I knew I owed for 2 days of service, and because I was on paper billing, the company should have sent me a paper bill. They did not send me a paper bill, instead, they used a collection agency to collect $11.93. I wrote the collection company back to tell them HughesNet never even sent me a final bill, and that I would not pay a bill from the collection agency until HughesNet sent me a bill. The collection company sent me an itemized bill (still not clear what was $11.93). I paid the amount, wrote HughesNet a letter and copied the collection agency that 1) amount paid with copy of check, and 2) I would be reporting HN to the Revdex.com, and other government agency for HN poor billing practices and unethical business tactics.Desired Settlement: As I told the collection agency, I expect to have this removed from my credit history and I want a signed and dated letter from HughesNet and or the collection agency clearing me of debt collections/credit history issues. The debt collection agency is as follows: [redacted]

Business

Response:

March 18, 2013

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 March 8, 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]’ concerns have been fully addressed.

We would like to request additional methods for us to reach [redacted]. Please provide a different phone number where she can be reached and/or email address. Our records indicate that [redacted]’ account was activated on August 5, 2010.

Hughes is wholly committed to clarifying the nature of [redacted]’ 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

Consumer

Response:

[may I please say Hughes Net attempts to call me however I respectfully requested a written statement from HughesNet. I await a written statement. Regards, [redacted]

Review: Not sure if I chose the correct Nature of complaint. In June of 2012 I tried to cancer and terminate my service with Hughes Net due to I was moving from the residence where I was using there service to and area where I would no longer need their service. The sales person at the time after several attempts by me to terminate, convinced me to put the service on a 6 month hold. During this time I accumulated a credit balance of $341.65. At the end of the 6 months without notice they began billing me and used up the credit balance. I was hospitalized during this period of time and therefore did not notice the billing. When I tried to call and dispute this and finally terminate the services, I was met with them trying to tack on addition charges and continue to bill me for time that I was not using their equipment. To top it off they required me to go back the the property that I no longer own and dismantle their equipment to send it back to them. this is after I have been a loyal customer of theirs for 11 years. This does not appear to be acceptable business practices.Desired Settlement: I wish to have my balance zeroed out since they have already taken the credit balance I had accumulated. They will no longer contact me.

Business

Response:

March 11, 2013

I called our current dish provider for our TV to find out more about internet service. I was hoping to get a faster and more reliable internet service because we live in a rural area and have only been able to have our local phone company service our area with very poor internet service. I was transferred to Hughesnet about getting service through them and the "sales person" boasted about how much faster and better this service will be for our family. I explained the purpose for this was mainly due to my two teenage children having to do a lot of homework online we were running into issues where they couldn't complete assignments due to the poor connection and speed we were currently getting through our present carrier. The salesman set us up, and explained someone would be calling to set a date for installation. Someone called on the day of installation we were never "scheduled, or given a date" and he was leaving messages on my home phone while I was at work. He then was able to speak to my daughter and told her he would have to reschedule, so she called me and he came over to install our equipment which included a dish on our roof. We were never told about having another dish installed on our roof, and now that we have canceled the service not only won't they remove the dish, they will charge us $100.00 to have someone come take the transmitter from it to return it when we receive our cancellation packet to return the equipment. After having the service for the 30 day trial I called to cancel as it wasn't any faster or more reliable than our current provider and they gave us an additional 30 day trial but still charged us. They also tried to seem concerned by sending us to a technician to trouble shoot. The best he could offer was to move the router (which we were never told we would need to purchase until the installation man came to our house and asked us if we had one or we could buy his) I went out and purchased the router he suggested and got a much larger one because of the kids needing reliable service. We live in a small ranch home and "moving the router" did not make any difference at all. This is the worst internet scam I have ever heard of. This provider knows what type of service is available where our home is located and rather than be up front and provide the kind of customer service they would want for themselves they do what they can to get the sale and inconvenience the customer at any cost. I will use face book, twitter and word of mouth to warn anyone I can about this internet service provider. If I had done my due diligence in the first place and researched them before accepting their proposal; I wouldn't be in this situation, because after getting involved and finding out the hard way we were getting a dish on our roof and had to purchase a router, I realized I better look into this company. I haven't found any positive feedback about Hughesnet. Shame on me for making that mistake, unfortunately I learned the hard way and fortunately I won't make that mistake again.

I could not get Hughes Net to work most of the time. I could not stay on the internet even if I finally did get on it. I had to constantly refresh with out much luck. I had to cancel because I was not receiving the service I was paying for. They charged my credit card $ 385.00and that's after I told them not to charge any more charges to my card. They said that I signed a contract to pay a cancellation fee, but it was their contract and they are suppose to provide a service. Why is the contract only one sided. I am suppose to continue paying for a service I am not receiving? The second month I finally was able to check my usage and on the second day of the new billing cycle they said I used 53% of my allowance ( Impossible). The week I had the service installed the Tech. who installed the dish shows up at my home a few days later and said there was a service call, I did not call them. He goes to the dish and then comes back and said my dish was bent and customer service recommends I buy another dish. He said that I was responsible for buying another dish. He told me at the initial install that he just sent back 3 or 4 dishes because they were bent. This is a scam I did nothing to the dish. He said even if it was an act of God I was responsible. There were no marks on the dish there is no way that dish would be turned inward without a mark on it. Customer service, when I tried to complain about them charging my card after being told not to he would just be silent and I would have to ask him if he was going to talk to me he said I'm listening. I asked him to let me talk to a supervisor if he was not going to talk to me, but finally I just had to hang up. When he did talk he said he had no record of me calling before. I asked him then how did I cancel the service if I had never called before. When he realized how obvious of a lie that was he said Oh, I see where you called before. If you sign a document to let a company automatically hold out a monthly payment they should not be able to charge your card when you tell them not to charge anything else to your card. The credit card co. said I could dispute the charge after the co. charges my card, but they could not stop the charge from being made. Then the credit card co. would decide the outcome of the charge.

Review: My internet goes out every month if not 2 or 3 times a month. The Tech support keeps telling me that they cannot fix it unless I am at my computer. I work all day long and this is not possible many times. They fixed it from where they were this time after I put a complaint in to you. Its getting to the point I have to use my wireless more than satelite. This begs the question "why do I have this?"Desired Settlement: That I could be released from my contract and get my deposit back for the equiptment.

Business

Response:

May 15, 2013

Review: On September 30, 2014, I returned my satellite equipment from my time with them (I was only a customer for 2mos only due to poor service). Prior to mailing, I contacted Hughes for instructions on how the refund would be processed. They stated that as soon as the equipment was received that payment would be processed, since they debited my account for failure to return the equipment in it's entirety. I have confirmation of mailing receipts from [redacted] and I also faxed a copy to Hughes to further expedite my claim. I sent a follow up email inquiring on my payment on Tuesday, October 28, 2014 and according to the gentleman on the line, he was not showing the payment. This is a continous thing with Hughes Network, they are very quick to debit my account, but I follow the rules and now I am given the run around getting my money back from them. I no longer want to talk to them because I feel like they are liars and I never get a straight answer.

I know my package was delivered and I used the address provided by them. The shipping order was #[redacted]Desired Settlement: sent overnight

Business

Response:

November 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 letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 19, 2014 and requested to cancel her service on May 15, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Relative to [redacted]’s concern of not receiving a refund for being charged for the unreturned equipment, our records indicate that [redacted] was actually charged $216.50 as opposed to the $230.00 mentioned in the letter. We have issued a credit in the amount of $216.50 and that amount has been refunded to the card on file as of November 13, 2014. [redacted] can expect to see the refund within 24-72 hours depending on her financial institution. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance with this matter.

Regards,

Review: Hughes Net allowed service to be added to my name without my consent, I am currently deployed to Turkey.

Hughes Net allowed service to be added to my name without my consent, I am currently deployed to Turkey. Even thought they have finally cancelled my service, they will not cancel it until the end of the billing cycle and will not allow a refund. I want a full refund as I did not authorize thus service in my name.Desired Settlement: I want this false account cancelled as if it never happened and I want a full refund of any money they took from my account.

Business

Response:

October 8, 2013

Review: I contacted HughesNet Monday, April 29 2013 to inquire about their satellite internet service (I moved two days prior). The sales representative ([redacted] or [redacted] or something similar) told me the price would be $299 and I had 30 days "no-risk" to cancel and that if I did all my money paid would be refunded. After confirming the price and the 30 no-risk cancellation period I agreed to have the service installed.

Wednesday, May 1 2013, the technician arrived and installed the satellite and other equipment. He said he was not allowed to hook up any of our PCs to test the system, but he showed my wife a few search results on his personal device. Since I was not home, he then told my wife she had to sign my name and initials on the install forms. She said she didn't want to sign my name, but he again told her she had to or the install process would not be completed.

About an hour later, I got home from work and tried two seperate devices with the service - neither worked. I restarted the router and was able to get fragments of web pages to load, but nothing usable (unformatted text would appear on the screen, but no images or styles or anything else). I then contacted their technical support line. They had me restart the router again and did some diagnostics on their end and said nothing was reporting problems. After 30 minutes on the phone with them, I was able to load a single page (yahoo.com, and it took 4 minutes). At that point, the service technician told me she "could downgrade my plan to a slower speed since that may increase performance". I responded that that was unacceptable, as the problem was no service, not slow service (and I still don't understand how a slower speed would speed things up?). I asked to be transferred to customer service to either have the system fixed, or to have the service cancelled and my money refunded.

After being transferred, the customer service representative "[redacted]", offered to send out another technician free of charge, give me a month free service and extend the cancellation window from 30 days to 60 days. This sounded good to me, but I first verified with him that if I cancelled on day 31 that the $299 I paid would be refunded. He then told me the charges were $399 and not $299 and that they would only refund a maximum of $199 and only if I removed the equipment myself and returned it "to a location they would provide". When I told him that both the price charged, the amount refunded and the fact I had to remove the equipment myself was not what I was told Monday, he responded saying it "wasn't his problem to solve since the representative I talked to should have told me". I then asked to talk with a supervisor and was denied. I then asked for the corporate office and was told "we don't have one". I then asked for the human resources department and was again told "we don't have one". Finally I was able to get the phone number of the company that did the installation (I contacted them afterwards and received no response). With no other resolution possible, I ended the phone call.Desired Settlement: I would like to have the charges cancelled (they have not appeared on my credit card yet, and I have notified [redacted] of the situation in case they do) and the equipment removed from my house at no charge to me. Since the service never worked (and they were notified withing hours of the install) I don't feel I should have to pay the charges they refuse to cancel/refund (especially since they are $100 more than they told me they would be!) nor pay someone to remove the equipment.

Business

Response:

May 14, 2013

Review: I tried there service within the guarantee period of 30 days, and on the 20 day when I asked them to cancel the service they agreed but after 10 days they collected the money from the bank. with the help of visa I returned my money back.But now they are not sending me there address to return the hardware back and to close the contract forever.They don't provide email address to contact or mail address, the only contact they provide is by phone or fax only income to them.I sent them few faxes more than five to cancel the service and send me an address to return the hardware to you, but I received just a phone call which I refused because I cannot be guaranty it is from them and the subject is not registered.

Product_Or_Service: Internet service by satelite

Order_Number: [redacted] rev

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

send me an email with there address to return the hardware to them, and a letter confirm the cancelation of the service within the trial period.

Business

Response:

[redacted],: “After reviewing the customers’ account and case history, Hughes will be terminating this customers’ account to a date within the first 30 days and will waive his termination fees.” Any questions, please feel free to call me. Regards,….[redacted]Sr. Director,Customer Service###-###-#### (Office)###-###-#### (Cell)

Review: I called to cancel my HughesNet Service on 5 July. At that time, I was told that a box would be shipped to me to return my modem and satellite's radio. I confirmed the address with the representative at that time. I was told that the receipt of the box would take 7-10 days.

I called today (22 July) to inquire about the whereabouts of the box and was told that the box was delivered to a "carport" at the delivery address. I spoke to "[redacted]" who told me the delivery address was either [redacted] or [redacted] - he could not tell me which address the box was shipped to. In addition, he told me that since a return box had already been shipped and confirmed to have been delivered, that he could not authorize a second box to be sent to the correct address. When I asked to speak to a supervisor, "[redacted]" told me that I would not get a different answer from a supervisor since they "use the same guidelines" as he does; he said that it "would do no good" to transfer me. The house does not even have a "carport," so I'm not sure where the original box was sent.

I called back and spoke to "[redacted]," who sent me to a dead line. She is the original representative that I spoke to when I called to cancel the service. When I finally talked to an account manager, I was told that I would have to provide a street address because HughesNet uses UPS which does not deliver to a PO Box. I gave him a street address: [redacted].

I have lost confidence in the customer service at HughesNet. They have demonstrated nothing but incompetence and lack of concern for actual customer service.Desired Settlement: I want a box delivered to [redacted] so that I can return their equipment.

I want an explanation as to why [redacted] could not confirm the delivery address and why he could not transfer me to a supervisor or authorize a 2nd box.

I want someone to help **. [redacted] understand how to successfully transfer a customer to an account manager without sending them to a dead phone line.

I want someone to know that there is no "carport" at the alleged delivery address, so I have not yet received a return box.

Business

Response:

August 1, 2013

Review: Copy of letter I mailed to Hughesnet.

Thursday, January 16, 2014

Hughes Network System [redacted]

TO WHOM IT MAY CONCERN,

RE: [redacted] The following is summary of my experience with your company that has left a bad taste for Hughes Network System.

1. I CANCELED my Hughes Network satellite service in Aug. 2013.

2. I returned the equipment requested in the box sent to me by Hughes Network.

3. Aug. 20, 2013 Hughes Network debited my account for .78 cents for monthly bill.

4. Sept 23, 2013 Hughes Network deposited .78 cents back into my account.

5. Nov. 20,2013 Hughes Network debited my account for $208.45

6. December 2013 when balancing my account I discovered the unauthorized Hughes Network withdrawal of $208.45.

7. I called ###-###-#### and after a exasperating 45 plus minute conversation during which the clerk continued checking their record for an explanation of the withdrawal:

a. I was accused of not returning equipment

b. asked for a tracking number of the box I did returned-in Aug 2013

c. told my modem had been returned , but not a another piece of equipment

d. I was asked to go outside and look on the satellite dish for something, to which I refused to do, as I am a senior & there way snow & ice outside.

e. Finally I stated “I have been on this phone long enough, if you can’t find your records it’s not my problem. If you need something off the satellite dish that you refused to come and get when I discontinued my service; then you need to come and get it. it’s on the ground under a tree left for me to pay to get rid of it.

8. Tired of being put on hold & the go around on the phone I stated, “I returned everything I was told to return and I wanted my $208.45 returned immediately and if you can’t find whatever equipment you are looking for it’s not my problem and I am going to hang up. “

9. December 16, 2013 a serviceman arrived and stated he needed to remove something from the satellite dish, to which I gave him permission.

a. He removed a hunk of metal (photo attached) and gave it to me, ask me to sign a paper stating I would be responsible for a fee, I refused to sigh that one.

b. I did sign the bottom of paper with the number of the item removed (copy attached).

c. The serviceman said Hughes Network would send me a box for its return.

10. Received a letter dated January 3, 2014 from Hughes Network Syste** .

a. demanding payment

b. threaten service will be suspended

c. threaten early termination fees

d. copy of letter attached.

11. As of today, Thursday, January 16, 2014, I have received no corresponded from Hughes Network concerning the item removed from the satellite dish by the serviceman .

12. My account has been closed and my bank account credited for the $208.45. (by my bank)

13. THE PURPOSE OF THE LETTER IS TO PROTECT MY CREDIT RATING AND TO STOP HUGHES NETWORK FROM FURTHER ATTEMPTS TO COLLECT UNJUSTIFIED FEES.

14. TO NOTIFY THE Revdex.com OF THE UNSATISFACTORY SERVICE FROM HUGHES NETWORK SYSTE** IF THIS CAN NOT BE RESOLVED.

[redacted] & [redacted]

Attachments: Hughes Network System letter

HughesNet Equipment De-Install

Photo of metal part

--------------------------------------------------------------------------------...⇄ />
PART 2

After receiving several computer calls requesting that I call I did.

January 31,2014 1:34:39 PM

I called Hughesnet at ###-###-####

Requested to speak to a supervisor and was give the run around , put on hold and finally was told sup was busy and could not speak to me. I demanded that a supervisor call me back in 2 hours.

Feburary 2,2014 10:20:01 AM-have not received a return call from anyone

February 19, 2014

Received a call from (collection agency?) Told person I did not owe any money to Hughesnet and I had written a letter to them. Requested a mailing address for them & told her I would forward a copy of the letter I sent to Hughnet. Also said I would file a complaint with the Revdex.com.

Their address was ([redacted])Desired Settlement: Believe Hughnet has turn this over to a collection agency, want all collection action stopped and removed from my credit rating. Stop Contacting Me. Come and get this hunk of metal they removed from the dish.

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 haven’t attempted to contact **. [redacted] per request 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 June 20, 2005 and requested to cancel her 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. **. [redacted]’s account has be credited the disputed amount of $208.45 leaving her with a $0.00 balance.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Review: I got internet service over the phone through a man named [redacted]. His # was [redacted]. Ext. [redacted], when I called he was always with a customer, referred to some one else, did not get the $99.00 rebate, constantly locking my computer or say watch later. I have had no complete service, just wanted more money.Desired Settlement: I would like for them to come get their equipment and refund my money, they refuse to mail another paper bill. want a bank account #, they quoted $51.62. Trying to charge $61.62, too much for my budget and service.

Business

Response:

May 7, 2013

Review: Company withdrew $300.00 from our checking account without it being authorized for a part we hadnt returned. We returned part and were told we would get a refund of our $300.00. They received part on April 22,2014 and we have still yet to receive our refund. We have called Hughes Net multiple times and they have been rude and jerked us around saying we would habe to wait 45days for a check refund. We have been waiting way past thst for our money. We have called multiple times asking where the chefk is and they tell us that they will call us and let us know where the check is. They have not honored this at all. They have jerked us around and lied to us and ontop of that made an unauthorized withdrawal from our account in which they had ni right doing. We need our money! Were not rich we live paycheck to paycheck and when they took thst $300.00 out of our checking account which was unauthorized it put us in a huge bind financially and were still playing catch up from it. We need our money!!Desired Settlement: $300.00 we are owed and an apology for the trouble and how we were treated.

Business

Response:

June 24, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns about his service and is seeking to have a $300.00 equipment refund. After further review, we were only able to retrieve a [redacted] account for **. [redacted]. If **. [redacted] concerns are associated with his [redacted] account he would need to call ###-###-####. If the concerns are associated with his Hughes account; we would need the phone number or account number. **. [redacted] may contact me at the number below to provide the required information. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Hughesnet provides satellite internet services to rural areas. They charge a monthly fee based on bandwidth usage and if you use your allotted bandwidth within a month, you must either pay more money or accept speeds and latency that is over 1/100th of your plan speeds.

Your charges are based on the usage data they provide. On multiple occasions they have stated that my usage was about 3X over what I actually used..

When I called to complain, they first blamed my wireless router for eating 1/2 Gbit/day. Yes... 500M/day!

After speaking to three customer service reps I was told that I had used my bandwidth.

Finally, after my fourth request to speak to a manager, they agreed to a test of their system. It showed that their system was clocking usage even when no devices were connected to their modem. They offered a small amount of money back but they maybe charging everyone based on false usage reporting.Desired Settlement: This practice must be stopped. They should lose their license to provide services that they cannot monitor correctly. They are falsely charging customers for services they do not use. This is clearly fraud on a massive scale.

Business

Response:

[redacted]4:28 PM (16 hours ago)to meHi [redacted] you sent a complaint from a [redacted] and we will need more info as we have a multitude of [redacted] but none match his info. If you can get his DSS# that would help name and phone number he gave isn’t working. Thanks[redacted]

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 account name is under my father-in-law ([redacted] - ###-###-####) which I pay and is #[redacted]

If you call him he will tell you to talk to me.

Regards,

I recently chose hughes net for my internet service. I had a service appointment from 8am-12 to install. At noon the service person had not shown up, so I called the number provided. He told me that he had me down for a afternoon appointment. I had received 2 emails verifying date and time of my appointment. He said that he would be there at 2pm. I waited until 500 pm and he had still not shown up. All called to him went unanswered. I work the graveyard shift, which means that I had to go to work without any sleep. This was the worst/unprofessional service call I have ever had.

Review: I feel like this company has failed to provide the service that was advertised and promised to us.

From the time that we upgraded to the new Gen4 service, we have had nothing but problems with our Internet provider. We went months without service, months without returned phone calls, or technicians that were supposed to come and fix the problems Hughesnet said we had. While the problem was eventually fixed, (after SEVERAL attempts to get it worked out) we still do not have what the company promises its clients. We have slow download, slow upload and a usage limit that is ludicrous to have for the price that we pay. Over a 30 day period we are allowed 10gb of data, which ALWAYS runs out. No matter what we do to prevent it. We have noticed that during times no one is in our home the download usage will change. Our connection has a passcode and is not open to anyone else. Previously, we were allowed complimentary "restore tokens" that would replenish download capacity when you had used up your original 10 gb limit, those are no longer available. It is something you must pay for now. There used to be a semi decent bonus period that was granted to customers, this bonus period allowed you unlimited access to the Internet from the hours of 2am-11am, daily. This has been changed to 2am-8am and it is only a 10gb bonus for the 30 day billing period. These changes were made without notice to clients and are unreasonable to those of us who have Hughesnet and work daytime hours.

During the past month we have been experiencing a period of about 60-75 minutes of service interruption daily. There have been calls made to the company, but nothing has resolved the problem. 9 out of 10 phone calls that you make to Hughesnet you are either placed on hold for 30-45 minutes and then disconnected, or you are transferred to a person who is so unprofessional and rude that there is absolutely no way to resolve the issue.Desired Settlement: We wish to be let out of our contract without penalty, or early termination fees.

We will pay what monthly bill we still owe, but want the equipment picked up and our service, and account terminated.

Business

Response:

July 26, 2013