Hughes Network Systems

Review: I have not been a customer of HughesNet since January, 2013. They decided after 10 months, to debit my card for $200.00 with no authorization.

They debited my card (which I requested be removed from their files) for $200.00 on October 23, 2013 which put my account into overdraft. They claimed it was due to a piece of equipment not returned, but that equipment was from the Satellite dish, and the installer removed it. I sent in the modem as requested. All of a sudden, 10 months later they erroniously take $200.00 from my account. My account went into overdraft and I bounced 7 checks. When I notified them of this, they promised to refund the money immediately. I still cannot get them to refund this error and it's been 16 days. My rent has bounced, credit card payment, utility payments and grocery bills have all been returned. I need for them to FIX this. It is no longer $200.00.Desired Settlement: I need the $200.00 back immediately - and the fees they created on my account totalling $400.00 (25.00 for each check returned, and fees from my landlord, utility companies and credit card for bounced checks) IMMEDIATELY. Total is $600.00

Business

Response:

November 25,

2013

Review: A year ago, 10-11-12, Hughes installed a satellite on my roof, connected an inside modem, and guaranteed me that I would have the fastest speed available for internet. A week later, I cancelled the service because they could not deliver the service they promised. In fact, when I called several times, they admitted that they could not do any better. On October 25, 2012, I recieved a confirmation that they had cancelled the service ([redacted]-confirmation number) and they would send me a box to return their property. I told them that I had no way of returning the radio part on the roof.I told them that they had my permission to come and get it; I would return the part that was inside. I did.

A year later they are billing me for $218.50. It is for the part that is still on top of my house. I did not agree to return an item on the top of my roof. As previously stated, I did give them permission to remove what they placed on my roof. It is a problem for me because I have another satellite in that same area. It is probably too much weight on my roof as it is.

I don't think that I should have to pay for the removal of a product that didn't work. I paid them $61.72, and I got no service or refund.Desired Settlement: I want them to remove the entire satellite and stop billing me for $218.50.

Business

Response:

December 4, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support reviewed all pertinent database records. In light of the difficulties **. [redacted] experience with returning her equipment; we have issued a credit for **. [redacted]’s unreturned radio in the amount of $218.50; bringing the amount due 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. 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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I called to set up service. I was told by the sales representative that this service was perfect for my work internet situation. I assumed they were being honest in the sales pitch. Come to find out the service was anything but what they described. I also read (after the fact) several disparaging comments from other unsatisfied ustomers experiencing the same issues. On the date of the install, an unidentified truck showed up with a man and a small child. The man identified himself as the installer. He asked if we would mind if his daughter came in the house if she needed to use the restroom?? He then put the dish in a spot that he said would give the best signal. It was in an awful looking place, and placed on a temporary structure, not the house. He told us upon his exit, that the Internet service would be slow for a few days until it finished downloading?? The system didnt get faster. In fact it would time out all the time. I called Hughesnte and discussed my dissatisfaction with the performance, and also asked to have the dish moved to a permanant structure on our property. They did some diagnostics over the phone and claimed the system was fine. Again, not even listening that it wasnt working properly. They also then told me if I wanted the dish moved there would be a charge! After going around and around listening to the semantics, I scheduled to have the installer come back at my expense. When he came here, he realized that the radio that was insatlled was not working properly. He couldnt get a signal and it would turn on and off intermitantly. He didnt have one to replace it on his truck. He made an appointment with me for the following weekend to replace it. He came out and replaced it. He still couldn't get it to work properly. Then he needs to replace the modem. Keep in mind, all of this is their faulty equipment. He sends out another installer a few days later with the new modem. He goes on the roof and determines that the previous installer had the dish aiming in the complete wrong direction. All of which they claim to be keeping notes of for the customer service people at Hughesnet. Finally, after the replacement of all of their equipment, and the dish readjustment the sytem works. The installer goes in the house pulls up our account and shows usage already used in the amount of over 50%! He laughs and says, that's not right. It's impossible for you to have usage when the system hasn't even worked. He tells me to call Hughes net and explain. He claims they should credit me. According to the young man on the phone, I would get a credit e-mail. In fact I receive to e-mail charges instead. He does however manage to refill my usage. We use the internet a few times over the next 3 days. The system resets itself with new usage for the month of November. From the five days it has been working, we went away for three days over the holiday. No one was in our house, no devices were on. I come home and the usage is less than half already. I call and they tell me they want to do yet another test. I have had it. I have have made tens of calls, had so many service people come out for their faulty equipment, and to top it off it is not the service promised. It is not faster, and it is certainly not cheaper or more convenient. My contract says I can cancel without penalty within 30 days of the install. I called to cancel, and they claim because it is 37 past the install that I have to endure 2 years of early termination fees. I stated multiple times, it has only really worked for a week! It is not my fault that your equipment never worked from the date of your install!! It what like talking to a wall. The girl actually tried to sell me more stuff after I vented my frustrations? Are you kidding me? After all I have been through with this company, they want to stick it to me again because on paper the install date was a few days over thirty days completely avoiding the fact that it never worked as if it was my fault they put in faulty equipment. Meanwhile, I am still paying my other internet provider so I could have internet the entire month Hughesnet screwed around trying to get their stuff to work? Now that I am fed up and want it out, they want to charge me more??Desired Settlement: I very simply want to cancel my poor service. I do not want to have to pay ANYTHING in early termination charges. I want a refund of all charges that I have incurred.

Business

Response:

December 11, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **.

[redacted]’s service was activated on October 26, 2013. On December 11, 2013, **. [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 $400.00.

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 $400.00 to her account representing the early termination fee. The account will also be credited and refunded in the amount of $48.36.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I do not have Hughenet. I have not had Hughesnet service since November 2013. After three weeks of calling about no service a technician was finally sent out. The technician could not get a signal for Hughesnet and took the equipment with him. I have been billed $255.73 for something I do not have with a threatening letter stating that I run the risk of having my Hughesnet service discontinued if I don't pay it. I DO NOT HAVE HUGHESNET. I paid a bill in December because I thought that it was for the technician even though he didn't hook up service. I did not have service then and I do not have Hughesnet service now. Everytime I call the number on the letter I get a different country and tonight a person in Mexico told me...get a hold of the technician and get the equipment back and send it to Hughesnet. This is just insane. Last time I called it was a person in Panama. Does this company even exist??Desired Settlement: Hughesnet will drop this matter before I take them to court for fraudulent practices.

Business

Response:

May 15, 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. Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, in light of the issues **. [redacted] experience with our service; Hughes has waived the remaining disputed early termination fee of $255.73. The amount due is $0.00. **. [redacted] needs to ship back his equipment within 45 days of the cancelation date to avoid being charged an unreturned equipment 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, [redacted]r Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I appreciate the fact that Hughes is not holding me responsible for a termination of service fee for service that was not available from them at my location! However, the fact that they seem to be missing here is that the technician took the equipment (modem) with him as I stated in my numerous attempts to call Hughes and as I stated in my complaint to the Revdex.com. There should be no threats being made by Hughes to charge an unreturned equipment fee on equipment that was never installed and was not left at my residence by their contracted technician, just as there should have been no termination of service fee for service that was not available. Thank you, **. [redacted]

Business

Response:

May 21, 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. After further review, we have verified the technician did take the equipment back with him. Therefore, the unreturned equipment fee doesn’t apply. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]r Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have internet and home phonephone service through hugesnet. I have only been a customer since February 2014. Begging June 7 I was having proble** with my internet connection. I called the customer service and went through all of the trouble shooting steps in which fixed my internet problem. But later found out that I was having a problem with my phone service. A caller can call my phone and I can hear them but no one can hear me due to broken voice service. On this day I spent from 1:00 pm till 7:00 pm on and off the phone with customer service trying to run fixes. I was then informed that it would have to go to 2nd level tech support and I would recieve a call back with in 24 hours. This however did not happen. I called hugesnet back monday the 9th to inform them that I did not recieve a call back. I was told that I. Thier notes it shows they attempt to call, yet nothing shows on my caller I.d. the ticket was then to go to 3rd level and I would recieve a call within 1 to 2 days. Again I waited and never received a call. I called customer service again and was told someone had tried to call, again nothing showing on myid. I was then ttransfers to 3rd level and informed that it was my ata router and they would ship one next day. After receiving the ata router we installed it as they directed and still nothing would work. My brother then called on Saturday the 14th that it still was not fixed and went through more trouble shooting. My brother then informed them that after trouble shooting that our internet they found that our internet had a signal error and we needed a tech. I called hugesnet and had to give authorization to have a tech come out to fix it and was in formed that they couldn't have one out till Wednesday the 18th. When I argued about the amount of time I had already waited they transfer me to a manager. A glen Anderson while talking to her she apologized and said she would reschedule if an earlier app. Came open. She also gave me her word that all of my proble** with the phone and the internet would be fixed and running before the tech left my house. The tech came out to fix the internet and got it back running, however he just hooked up the old ata router tried the phone and found it still was not working. So he proceeded to hook up the new router, he stated that it could take up to 30 min. To load and if it did not work there was nothing he clue do. He stated that he does not work on the phones and does not have the ability to fix them. I then called back hugesnet on the 18th to inform them of what I want promised. I was put through more trouble shooting and to no avail my phone still didn't work. I was told that it was most likely a problem with the modem and would recieve a call within 24 hours. Last night my internet stopped working yet again. I called hugesnet again this morning letting them know that I have no internet and that I have yet to recieve a call back for the phone. I asked to speak with a manager and was informed that I was speaking with one. [redacted] told me that I would recieve a call back from tech support but can not give me a time frame. I have 6 case numbers for this problem. This is not all of them as I found out after the 4th time of calling that they change your case # every time. This issue does not seem to have an end and I am lodging a complaint in hopes to get some real help finally.Desired Settlement: I would like to have my contract canceled with them without paying cancellation fees of $460 for internet and $90 for phone service. I feel that hugesnet is in breach of contract by not providing the service's that I am paying for.

Business

Response:

July 8, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and is seeking to cancel without penalty. After further review, **. [redacted] has contacted our technical support on several occasions in regards to having issues with her phone service and internet service. In light of the issues **. [redacted] experienced with her service; Hughes has cancelled the account and waived the early termination fee. The equipment needs to be shipped back within 45 days after cancellation to avoid being charged an unreturned equipment fee. A box will be shipped to **. [redacted] in (5) to (7) business days after cancellation. We notified **. [redacted] of our decision on 07/08/2014. 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. 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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards, **

Review: I was to get a 100 dollar installation fee waived but it wasn't. I have yet to receive a bill but they charge 74.72 monthly.

I signed up to HughesNet4 becasue they said that it was 49.95 a month. They also said that they would waive the installation fee of one-hundred dollars. They didn't waive the fee. It was charged on my husbands credit card. The reason that it was charged on my husbands credit card was because the representatives there said that my Debit card was not working properly and they would have to have a credit card on file to activate me. I gave them the credit card information and now the deduction for hughes net is 74.72 not the 45.99 that they originally said. When I called them they said that the reason was because of a rental charge as well as express repair. Needless to say I am cancelling their service if possible and will do without instead of having a company rip me off. I have tried to explain to them that they said I would have high speed internet, yet I don't, that it would cost less that 50 dollars per month, yet that is not the case.Desired Settlement: I want the 100 dollars refunded to the Credit Card and I want their service disconnected without me being liable for the 2 year contract as they have not delivered High speed internet service at my house. We are unable to watch Netflix (too slow and buffering) so I have to cancel that. My son attempted to play a game online and could not (again, too slow) and if this had been explained to me that we were not going to have what we were promised, then I would not have signed up for this.

Business

Response:

March 13, 2013

Review: Everything about Hughes Net internet is bad. Service, Customer Service, Contract, Service People, Over Priced.

I got Hughes Net internet service May of 2012. At first we had the highest internet they had it was ok at first then the problems started. The internet was in and out all the time. I call Hughes Net and they call for there tech to come out to the house to look at it. The tech was schedule to come he never come he called hours after he was suppose to be there and said he was not coming and rescheduled for a week later. The day comes for him to come back out and calls the day of and has to rescheduled for another day. He finally comes out and was hours late. He comes for a few mins and says there is nothing wrong and if I got to come back out you are going to be charged. The internet still going in and out of service at this time. So I call to cancel the service. At this time they tell me that I have a one year contract which no one told me about from the start. So we lowered the service to the cheapest service because the service could not get any worse. We was right it was just as fast as the other service and the first service was $90 a month and the second was $60. So for $30 you would think there would be a big difference in speed but there was not. So we live with this sorry internet service from May 2012 till Feb. 24 2013 at this point the internet was going out every night it was so slow you did not want to get online because of how long you had to wait if it was working. So on the 24th I called to find out how much it would cost to get out of the contract that was up in May that we knew nothing about when we signed up. We was not going to cancel at this time just finding out how much it would cost so we could shop around. We called and guess what another surprise know they say it will cost you $280 to get out. We ask why $280 for a few months and at this time the contract went from nobody telling us we are in a contract to a 1 year contract now they say we signed a 2 year contract. I tell them I did not ever sign a contract from the start and nobody told me about any contract and they said you sign one. I asked if he had a copy because I wanted to see it and for him to email it or fax it to me. He could not come up with anything that we signed but keep telling us you are in a 2 year contract. He never sent or faxed a contract we signed. I told him to look to see how much the internet was out at my house over the months and refund me. He looked and said we can refund you $87 on your account. My bill is $60 a month so that tells me from May 2012 till Feb 24,2013 my internet was out over a month almost 1.5 months. At this time we told them to cancel the service and put that $87 toward the cancel fee and credit the account for Feb. I told them to send a bill for it not to take it out of my bank account the guy said no problem I have deleted your bank account so you will get a bill in the mail. A few days later $173 was taking from my account which messed me up on other bills I had to pay. Then they send a box to return there internet stuff. A tech came to my house to put the dish on my roof and now they want me to climb or hire someone to take it off so I can return it. In the box it tells you if you do not unhook this and that first before you unhook the radio it can cause RF radiation. I copied what the paper said (Make sure the modem is completely disconnected (as instructed in panel 3) before

attempting to disconnect the radio assembly from the satellite antenna. Failure to do

so could result in exposure to RF radiation, which could cause injury to the eyes or

other injury.) Hughes Net is the worst internet company ever.Desired Settlement: I would like to be refunded the $280 for the cancel fee on a contract I dont remember signing and they will not send me a copy where I did sign. I would really like to get $30 back for every month I paid $90 for what they called better internet.

Business

Response:

March 15, 2013

Review: I placed the following order by phone with HughesNet Systems:

The Summary of your order:

Order Number: [redacted]

Payment Option: Lease -

Service Plan: HughesNet Gen4 Power - $59.99

Site Account Number (SAN): [redacted]

PIN #: [redacted]

I was told that the system would be compatable with online gaming and discovered after the installation, that it was not. I called their 800 number to cancel the service and have several case id numbers and each time, the customer service company just puts me on hold and never returns to our conversation, or either they disconnect our call. All I want to do is cancel the service. I was able to go to their website today and chat with a live respresentative who told me that they could not cancel my service via chat, but that she would have someone contact me within 1-3 business days from today to cancel the service. She also issued me a Case ID# [redacted]. I thanked her for her time and told her that I wished the customer service representives who answer the 800 number was as kind and helpful as she was.Desired Settlement: First and foremost, I want to cancel the service, and I would like to see any billing or charges made via bank draft adjusted back to my bank account, if they attempt to charge me. I called my bank and stopped the bank draft today after I called your company.

Business

Response:

March 18, 2013

Review: Hughes Net was contacted because we were not able to get wifi access through our computer. A representative in the technical support department said that the problem was probably with the router, and would need to transfer the call to the home support line, but he would explain everything to them first, then transfer the call. Someone picked up and said they had not been briefed by Hughes Net, but would transfer the call again to someone else who could help. A man named [redacted] answered, and said that the problem was in the network configuration, and only they had the software to fix it. He put the call on hold to "confer with another technician", and then came back to say "Yep, that's what it is. We can do this for a one time fee of $99 if you like." He said only they had the software to "get into your computer and figure it out". I declined the service and ended the call. I was given a case number by Hughes Net, and the "Home Support Line" asked me for the number, and said they had pulled up the information. I was only told by the Hughes Net operator that the repair may result in additional charges, and he asked if I was ok with that. He had also said he thought it was the router, so not knowing the warranty status or any other info, I replied that it would depend on what the outcome was. I was never told about some 3rd party service that was going to charge $99. I reset the router and restored wireless connection, but should it go out again due to a faulty router, Hughes Net needs to replace it with a correctly working one, and rehaul their practice of using this Home Support line, which is very unprofessional and seems like a scam due to its hidden nature of fees and proclamations that only they have software programs to get into my computer that I won't have.Desired Settlement: Hughes Net needs to look into this situation. The Home Support direct line is [redacted], at least that's the number "[redacted]" gave to me. In addition, if the router proves to be faulty and doesn't hold the signal, the router should be replaced at no charge.

Business

Response:

March 18, 2013

Review: HughesNet overcharged me $40 per month for the last 5 months and will not refund my money.

My account number is [redacted]. I have been receiving services from HughesNet since 7/12/12. My bill was supposed to be no more than $60 per month. I have been overcharged every month since I signed up by $40 - bills are consistenly $98.13 per month just for internet. I called in October 2012 to complain and was told it would be fixed. I have called every month since January of 2013 and they always say they will fix it, but REFUSE to give me my money back or take it off the next bill. They take the money directly off my [redacted] charge card.Desired Settlement: I would like $38.19 times 4 for the months I have been overcharged which comes to $152.76.

Business

Response:

April 1, 2013

Review: Attempted to reconnect service to my new home by contacting HughesNet, and made aware that there would be a fee for reconnection. Subcontractor for installation contacted me in order to arrange installation, and was offered a deal where if I upgraded my service the reconnection fee would be waived. When install technician called the morning of the appointment, that changed and I would be charged the $200+ reconnection fee plus the upgrade fee, which I declined. After 2 weeks of going back and forth between HughesNet and the subcontractor, HughesNet finally agreed to be responsible for the subcontractor and refund any amount charged by the install technician. A new installation date was arranged, and the morning the install technician was to come out he called and was told that he was not permitted to mount the dish on the side of my house because I had siding, and was not allowed to mount the dish on the roof because of the height of the 2-story. A pole-mount in the yard could not be done since my house is new construction. At this point I was a month without internet because of HughesNet's lack of control of their subcontractors and failure to gather the proper information to allow installation. Considering the amount of time I had to spend calling 3 different companies (HughesNet, the distributor, and the installation company), I did not want to be in business with a company that could not uphold their end of the contract to provide me with internet service. Although my contract had not met the 2-year minimum prior to cancellation, causing a $265 bill, since HughesNet did not honor the contract to provide internet service I will not pay this fee. I spent hours and hours a day during this time trying to resolve the issue with much resistance. It was multiply difficult because during this time I am also on my maternity leave with a small infant to care for, and needing to be able to work from home for a period of time, which I was not able to do because of this mess.Desired Settlement: Cancellation of fees billed

Business

Response:

April 9, 2013

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

April 16, 2013

Review: I called Hughes Net in 12-11 and canceled my internet service since I no longer had a computer. In July 2012 I was billed on my credit card for Hughes Net again. I called them again and they said the service had not canceled but suspended for 6 months. I again told them I wanted to cancel the service. They then began transferring me to department after department and putting me on hold until after an hour of this treatment I hung up. I then reported them to my credit card company as a disputed charge and they told me they would handle it. They continued to bill my credit card each month until 3-13 when my daughter called them about canceling and getting a refund for the charges. (She has power of attorney for me and I gave her permission to take care of this problem for me.) She spent 2 1/2 hours on the phone with them getting them to cancel the service and trying to get credit for the charges since July 2012 to March 2013. They gave me credit to my credit card for $236.05 even though I requested credit for the whole amount $425.79. She told them I was not satisfied with this amount and that we would be filling a complaint we you. I have asked others about their service with Hughes Net and they all had the same problems with them. My credit card company also was given the run a round when they called.Desired Settlement: I would like the rest of my bill refunded to my credit card ($189.74). Also I would like to warn others about this company so they would not have to go through the same ordeal I did.

Business

Response:

April 19, 2013

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: In February of 2013, I cancelled service with HughesNet satellite internet service. During the twenty-two months of service at $79.00 per month, we never received the speed of service promised. During the first month of service I asked to cancel the service because of slow speeds. I spoke to numerous technicians and made changes in my own computer with the expectation that speeds would improve. Because I live in a rural area, internet service is difficult to obtain. During those twenty-two months I tried to live with the slow speeds. At one point a technician even came to the house to try to improve service when service had become inconsistent.

Finally in February of this year I was able to find much faster internet service at half the price. After being on hold on two different occasions for over an hour both times, I was able to talk to someone and cancel service. This individual tried to convince me to stay with HughesNet and even offered me a reduced monthly fee. When I told them I was not interested because of the poor quality of service, they then said I would have to pay a cancellation fee because I had not been with them for twenty-four months.

My response was that I had never received the quality of service guaranteed and I did not recall signing any contract requiring me continuing service for two years. I asked them to send me a copy of any document I signed obligating me to a two year contract.

I received two more phone calls from HughesNet asking me to continue service. Each time I declined and again was told of a cancellation fee and each time I asked for documentation showing that obligation.

I heard no more from HughesNet until I received a collection letter from [redacted] demanding payment of $100.00. I am disputing the validity of this charge and am requesting HughesNet accept responsibility for providing less than promised quality of service and no cancellation charge is warranted.Desired Settlement: I wish for HughesNet to accept no cancellation fee is appropriate.

Business

Response:

May 14, 2013

Review: The company was given a card to charge at time of installation for 39.99- installation was cancelled and 3 weeks later hughesnet debited 337.00 from accountDesired Settlement: Put money back in account immediately- I did not sign for any installation

Business

Response:

July 10, 2013

Review: I upgraded my internet service from G3 to G4. Hughesnet,com did not close the G3 account, they have billed me for both accounts for 2+ months. I have contacted them 6 times, I was told the G3 account was closed, then I was told the charges was for early termination of service June 16, I am still an active customer so that charge was waived June 18, but then they debited my bank account for that fee anyway. The amount of $175 was promised to be returned to my account July 16, it was not. Then on July 16 $49 was debited. Then checking my bank account July 22, I discover $66 has been debited. I contacted Hugesnet again, the Supervisor of the Brownsville office (Eric) handled my case he issued another case number [redacted]. The credited amount was listed on the closed account. After being placed on hold several times he assured me the $175 and the $49 would be refunded to my bank account but it could take up to 10 business days. My question is why so long since it's electronic, and why did it go to a closed account, and why 2 separate refunds. This has caused me to have several NSF charges and transportation hardships to attending my VA Medical Appointments.Desired Settlement: That Hughesnet.com would promptly refund unauthorized withdrawals back to my checking account, and not expect me to suffer any more hardships due to their ERRORS

Business

Response:

Review: I called Hughes Net about Installing Internet Service they told Me that Hughes net owened more satellites than any other company and once connected I would stay connected I asked several times about that because I have had problems with other internet companys not staying connected in this area they assured me once connected I would stay connected so I agreed and signed to a 2 year contract with in the first week I had problems staying connected they would have me unplug the modem to reset it that would work for a little bit and the same problem again I called in 15 to 20 times the first 3 mounths I got the same thing and on the phone with them each time about 1 to 2 hours while they checked out everything I don't have the time for this kind of service So I called and asked to let me out of my contract they told me it would cost me $ 300.00 I told them they were not providing me with a reliable service they promised I told they would get no more money from me so I don't think I should be held to a contract with service that is not reliable or useable I sent back the modem & transmitter they asked for then I recived a bill for $664.32 I don't feel as I owe anything they broke the contract by not providing servicesDesired Settlement: money back for each mounth I paid for services not usable So a Full Is Refund Expected

Business

Response:

July 26, 2013

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

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