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Corporate Office Contacts

Complaint Rating:  68 % with 41 votes
68% 41
Contact information:
United States
[HN9000] HUGHESNET Contact Information

Hughesnet Executive Customer Care



1-866-636-0012 (Office of the President)

Current Pin # - 397158

New Pin Starting 10/26/09 is 913854

Complaints? Voice them to William Smouse @ ECC
Complaint comments Comments (72) Complaint country United States Complaint category Internet Providers


Sort by: Date | Rating
 5th of May, 2007 by    +2 Votes

Hughesnet - Too expensive for what you get
United States

I cant believe this fair access policy that they have. limited to 200 MB per 24 hour period. This is a joke when you consider that the equipment is around $500.00 and then its like 69.00 per month for 800kb to 1.0 mb (maybe) download rates. As soon as DSL is available... IM GOING TO RUN FROM THIS CRAP!
 2nd of Jun, 2007 by    +2 Votes

Hughesnet - Slow connection speed
United States

Stunned at the number of sources and complaints against HughesNet. I just tested my HughesNet connection speed... 12 kb per second... about the slowest internet service provider in America... so much for fast download speeds.
 10th of Nov, 2007 by    +1 Votes

Hughesnet - Very slow internet!
United States

I pay over $100.oo per month for this satellite service. It's sooo slow. Dial up modem was faster. On line tests show that the service is within their guidelines, and that the problem lies with heavy traffic at various times of the day.
 17th of Jan, 2008 by    +2 Votes
This company ripped me off! Beware people!
 21st of Jan, 2008 by    +3 Votes
Thank you.

I wrote the Jan 4 2008 post by Andrew.

I just followed your advise and filed a complaint using the link: http://www.oag.state.md.us/Consumer/complaint.htm that you provided.

I also filed a complaint with: www.ftc.gov and anyone else interested do the same.
 27th of Oct, 2008 by    +1 Votes
Have had HughesNet for one week and am cancelling. Slower than dial-up. And all they'll refund is $200 of my $500+ installation, AND will charge me $100 to have someone come take the dish off my roof. Rip-off, rude customer service. A complete scam
 3rd of Dec, 2009 by    +1 Votes
Hughesnet is the absolute worse thing in the world. .. I pay almost $90 a month for TOTAL CRAP. . . and it just keeps getting worse and worse. . .
 5th of Feb, 2010 by    +2 Votes
I agree totally I've paid WAYY TOO MUCH since I've gotten this service and its terrible customer service wish I could cancel it but they want to charge you to cancel early wish I never gotten it in the first place
 22nd of Mar, 2010 by    +2 Votes
i was lied to by hughes net sales reps they lied about what counted as down loads and when i try to resolve the issues it is just a circle of bs i feel thet customers shouls get together and file a class action law suite against them.i was just plain lied to before i bought the service
 28th of Apr, 2010 by    +3 Votes
I made the mistake of having HughesNet installed at my new apartment because no other internet was available. Little did I know that HughesNet is basically the same thing as having no internet. Ridiculously expensive, and the so-called "Fair Access Policy" restricts almost everything. Two days in a row, I came home from work to find the FAP meter had been exceeded - when I wasn't even home! Last night, I went to bed with the meter in the high 90s... when I woke up, it was exceeded. Do I have a ghost using my computer, or what?

I canceled after only 2 weeks, so I won't have to pay a contract termination fee. That's about the only silver lining in this big, dark cloud.
 23rd of Jun, 2010 by    +3 Votes
We moved into an area where we had no choice but to install Hughesnet. Sometimes it worked - sometimes it didn't. We ran afoul of the FAP regularly. Early this year the system quit altogether and we placed a service call. They diagnosed it from India and decided our dish was the problem. The service guys called and suggested that since we had to pay a service fee - for an additional $150 we could upgrade to latest equipment. So we bit. New equipment installed - upgrade service as well - runs worse than ever. Contact India again and they decide our modem is bad and they want to send us a new one - it will take 7-10 days. I tell them unacceptible - I don't use my computer to play games - I really work. They refuse. I call AMEX dispute upgrade charge - plus they had double billed me for old service AND new service. I go to new Verizon store and get wireless card. It works like a dream. I cancel Hughesnet. They tell me that there will be a $400 cancellation fee because I had 23 months to do on contract. Huh? We had equipment for 2 years prior to upgrading - they contend that upgrade starts new 2 year contract - I signed no paperwork. I refuse. They call daily from India as "courtesy" to advise of cancellation fee. I hang up on them each time. Finally get a call yestserday from India telling me that they will waive cancellation fee and supposedly will credit me for upgrade charge. We'll see. In the meantime I found the BBB site which gives fabulous contact info so I'm passing it along. Will be sending correspondence to executives.

Contact UsFind a BBBText Size HomeFor Consumers
Name: Hughes Network Systems, LLC
Phone: (301) 428-5500
Address: 11717 Exploration Lane, Germantown, MD 20876
eMail: bbbdc@hughes.net
Web Address: www.hughesnet.com
BBB file opened: January 01, 1998
Business started: January 1972
Primary Contact: Ms. Ellen Martz (Senior Director, Customer Service)
Complaint Contact: Ms Robin Chapman (Executive Customer Care)
Other Contacts: Mr Pradman Kaul (President & CEO)

Alternate Business NamesBack To Top

Hughes Network Systems

Additional Locations and Phone NumbersBack To Top
100 Lakeforest Blvd., Gaithersburg, MD 20877, Montgomery County
Google map Mapquest map Yahoo map

(301) 428-5695
(866) 347-3292
(301) 428-1656 (FAX)

Number of complaints processed by the BBB
in the last 36 months: 2264
in the last 12 months: 880

Complaints Concerned:
Selling Practices (141 complaints)
140 Resolved
1 Company made every reasonable effort to resolve

Advertising Issues (165 complaints)
162 Resolved
3 Company made every reasonable effort to resolve

Service Issues (708 complaints)
692 Resolved
16 Company made every reasonable effort to resolve

Customer Service Issues (26 complaints)
25 Resolved
1 Company made every reasonable effort to resolve

Credit or Billing Disputes (435 complaints)
428 Resolved
7 Company made every reasonable effort to resolve

Delivery Issues (43 complaints)
40 Resolved
3 Company made every reasonable effort to resolve

Refund Practices (129 complaints)
128 Resolved
1 Company made every reasonable effort to resolve

Product Quality (254 complaints)
252 Resolved
2 Company made every reasonable effort to resolve

Contract Disputes (183 complaints)
181 Resolved
2 Company made every reasonable effort to resolve

Guarantee or Warranty Issues (43 complaints)
43 Resolved

Repair Issues (137 complaints)
135 Resolved
2 Company made every reasonable effort to resolve

ID: 9864
Report as of: 6/23/2010 5:11 AM
 12th of Aug, 2010 by    +2 Votes
deceptive selling and billing problems here

promotional offers were not honored and suddenly came with additional stipulations that were not disclosed. customers service was extremely rude and combative and claimed to have listened to taped conversation for sales agreement- yet claimed nothing I was told was on there. (I wonder if she told me that whopper with a straight face?).

found this site and THANK YOU to whoever listed executive customer care office contact number. received the assistance I needed there promptly and professionally. recommend calling them directly to handle any problems.

and check your credit card statements- anything that says HUGHESNET but does not say Maryland needs to be brought to the corporate office's attention.
 5th of Nov, 2010 by    0 Votes
Does not provide what they say in their commericals. Service never works when you need it to.
 16th of Dec, 2010 by    0 Votes

Hughesnet - ongoing fraudulent charges
United States

We have placed the account in suspension three times now. For the fourth time fraudulent charges have been charged to our bank account. Spent another 45 minutes of frustration with their horrible customer "service'. Please advise regarding class action lawsuit, thjs is ridiculous.
 7th of Jan, 2011 by    +1 Votes
Hughesnet is a criminal operation in my opinion. They gave me a hard sell with promises of speed and internet a plenty. Then the INSTALLER informed me of the cap on the amount of internet I could get. He assured me the cap was set higher than I could reach and that was false. I canceled within the hour and found that for the benefit of trying their "trial", I had to pay a 159 install fee. The fee, not the cap was ever presented to me in the sales call. To top it off I placed the order as a credit card transaction and they ran it as a debit. I filed a complaint with the CA AG's Office and the BBB and called the company directly and to date have not received satisfaction. I hope they all rot in hell. I got mugged by a douche in a suite.
 12th of Feb, 2011 by    0 Votes

United States

I am just putting this out there as everyone else. Hughes Net company is a rip off. After six months of them dipping into our bank account after we have another service, we would just like to inform the public not to become involved with them. For your own sanity, financial security steer clear of them at all costs.
 24th of May, 2011 by    +2 Votes
We just canceled our hughesnet service. We were never told at the set up of our service that we would have to PAY $100 for them to take the satellite/equipment off of roof to return it to them. This is absolutely rediculous!!! We had to pay set up fees and then monthly rental fees for the equipment & now they are wanting to stick it to us one more time with an equipment removal fee. How absurd!!! I am spreading the word to everyone I know not to use this terrible internet service provider! I am so disappointed!
 26th of May, 2011 by    +2 Votes
Attention: Corporate Legal Department
Subject: This is FINAL notice of impending litigation
My SBA certified small business has been crippled by a faulty HNS install of what was supposed to be business internet service. I have gone through over a month of service calls and repeated statements by the service techs that the installation was improperly done, was missing parts, and was incorrect from the beginning. Your Customer service (tech support) refuses to send over an install team, just repeated deployment of techs (total waste of YOUR money). These guys have been great. They stay here until 9pm at night and each time say the same thing...faulty install, improperly sighted. Dish needs to be moved.

Your Tech support wants to charge me for this as a "relocation." I WANT and am ABOUT to sue you for crippling my business. Your original installers simply slapped a dish (with missing parts) on an old residential pole that was here from the previous home owners and left. I've been battling with it since March. I have had a dozen calls (an hour or more in length) and at least 4-5 service calls. I still have degraded service to the point where it is unusable.

Your Technical Support Manager (Shannon -- Case number: xxxxxx) refuses to escalate this to corporate, stating that she's the top dog and you'll review it in a few weeks. My business is losing thousands of dollars a day and you are liable here. All I want is an American Manager from corporate to authorize this service to be re-installed properly ---- TODAY and we can avoid litigation. Note that I have written statements from your sub-contractor repairmen that the service was improperly installed.

Please contact me today as this is of the utmost urgency. My account number is: xxxx
 27th of May, 2011 by    +2 Votes
Numerous issues with Hughesnet service in Tennessee. For the last 3 years we've had to call them constantly, you get a CSR that doesn't speak English well, and they transfer you around from person to person to troubleshoot the issue. They do not want to send a repair person out to fix the issue. Service is unreliable. They also overbill. We had flood in Nashville and 1 satellite dish destroyed due to flood- they wouldnt replace without charging us, We decided to Disconnect 1 account and keep the other that had a Satellite that still worked. They have been overcharging for both accounts under the 1 acct number, - appears its for 1 account but double dipping. We get disconected, you call back they cant find your previous call. You will spend at least 1 to 1.5 hours on the phone. The download speeds are low- many times my boss cannot download, use the computer & hes in music and has an important job as a writer. Has to download music, use internet. A TERRIBLE service but unfortunately living in Rural areas there isnt much else . :( DIsappointed still trying to resolve
 12th of Jul, 2011 by    +2 Votes
HughesNet business practices really should be investigated. Their customer service is the worst that I have ever experienced. Without going into details that will enrage me to even type..I got a notice from a collection agency that I was $212.00 in arears with them for unreturned equipment... 6 MONTHS AFTER I MOVED OUT OF my previous house and town. They decide that is FINALLY a good time to inform me of some teeny tiny part that is connected to the dish on the 3 story roof of the house that is 100 miles away that I haven't rented for almost a year. WHAT the hell am I supposed to do about it now? Instead of getting an apology for the misunderstanding...or the lack of communication on the part of Hughesnet...I get the run around and people who barely speak English just repeating the same thing over and over. I can't tell if they are not understanding the issue...or if they think I am stupid and they need to keep repeating themselves..either way ..it is totally frustrating and instead of coming up with a solution...I'm just pissed and vowing to tell everyone I know and don't know on every social networking site that exsists..How much HUGHES NET SUCKS. I am also prepared to hound corporate officials until this gets resolved..and possibly even take it to court. Does anyone know of any class actions against Hughesnet?

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