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4.5 3650 Reviews

Hughes Complaints Summary

134 Resolved
498 Unresolved
Our verdict: When using services from Hughes with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Newest Hughes reviews & complaints

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R
12:35 am EDT

Hughes wireless internet

My husband and I called to cancel our service since the place we are moving to doesn't offer hughesnet connection. We were informed that even though they are not available where we are moving to, that if we canceled we'd have to pay a huge fee. So instead the customer service agent, who barely spoke English, said I could just suspend the account. I agreed and she assured me at least 5 times that it would be suspended on the 29th since that was our last day in the home. I made sure we would still have access until that day. And here we are on the 27th and our service shut off at 9 pm. I called customer support and they acknowledged it was their mistake but it wasn't fixable and of course at this time, there aren't any supervisors to help. Awful customer service. Definitely will NOT be recommending this company to anyone.

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kcow
, US
Jul 03, 2018 10:39 pm EDT

Terrible company! Had a similar experience, buyer beware!

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12:30 pm EDT
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Hughes internet

Your sales people need to listen to the customers needs. If they do a lot of streaming don't say not to worry, if you go over data usage, you will still have Internet a little slower.
If someone mainly streams then they should be telling the client your service is not for them. Same for gamers. That client needs no limit data usage, you do not have.
I was pulled in by your sales representative on 3/14 & just cancelled 4/26. I'm expected to pay cancellation fee of $400 which I let them know I refused to pay but they kept repeating I would be charged this amount.

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8:58 am EDT
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Hughes internet service plus ability to have netflix

I started with HughesNet in 11/2017, first they charged me twice in Nov 74.98 & 64.98. Finally resolved with credit to my account for $74.98. The service NEVER worked properly. Customer Service, and I use that term loosely, was very rude and tried to say it was something I was doing incorrectly. Numerous calls to Customer Service almost daily. Most times ‘we are aware of the problems and are working on it'. Finally the last time I spoke to them I got so frustrated I hung up. Then my account was charged $385 for cancellation which I never said! Now they have charged my account $319.50 for the equipment! I called HughesNet this morning and said for them to come and get it because I'm not doing it. Ive called my bank and blocked any further transactions from them. So $965.00 for NOTHING, never worked. They should be sued for fraud!

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12:55 pm EDT

Hughes satellite internet

We had the new 25m system installed last thursday. Stopped working last friday. They said to fix it they would send a new modem. Tried to install last night. Will not find the system. Can not communicate with call centers who barely speak english. Refused to send a technician without additional charge. We only got 1 day service! Worse customer support ever. I am warning everyone to never concider this provider!

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1:25 pm EDT
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Hughes contract??

Hughesnet charges for data you haven't used, but you can't prove it. After 2 months of service (haha), their usage meter said I used 7.8GB of data in a 4 hour period. Since we hadn't watched any TV that day and we only used our IPads sparingly without any updates or downloads, I knew what I had suspected about Hughesnet to be true. They are a fraudulent company. I immediately disconnected router cable and power to their phone modem. The next morning, their usage meter had showed an additional 480mb of data had been used after I disconnected everything. I canceled my service and received a bill for $595 for early termination. Since they no longer have access to my credit card Account (blocked them), I will not pay a termination fee for a contract I never saw or signed. I also will contest any marks against my credit score by Hughesnet. My previous ISP was glad to get me back since I was a 30 year good customer.

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12:03 am EDT
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Hughes service sucks

I have had the service for a month and have been having problems since day 1 of installation..the service sucks! You should be paying people to have your service not have us pay you guys every month..almost every day I call and get stories left to right lie after lie..after 6 days of taking payment I now do not have internet because some how I used up what I have but I didn't use it up last month which I'm guessing to keep my business...it should be a law to stop stealing people money and lying that the service is great

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11:48 am EDT
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Hughes one of many

I started service Nov. 28th, 2017. I called the sales dept. Previously for information prior to opening the accounts. I was told several things about the services provided, benefits, I could get a residential account, etc. When we opened the acct. I asked about moving the service, because the model home was almost ready and they were moving from the sales trailer to the model. They said they would have to charge $200-300 for each move, after I was informed that we were eligible for one free move. Then, I had to open a business account, even though I explained thoroughly on the first call with sales what I was needing. Try getting the correct answers. I called a couple times after that to get assistance with the rebate-which is on line at the rebates department not billing. It is also a third party to get rebates. I also tried to get all of the accounts together on one bill and that took a bit. I recently called, because the time finally came to move from the trailer to the model home (4/11-4/12/2018). On 4/11 I was told I needed to speak to someone in the Tech Dept. I was transferred, after being on hold for a while!, She was nice enough, but informed me that to relocate service is $595, even if it is only down a block! And I would have to speak to someone in billing to ask about that fee. I have asked for a supervisor for each dept., But did not get one. The person in each dept. Just kept talking asking questions as to why I needed to talk to them or they could help me. I called again 4/12/18-after being on hold for some time, I spoke with someone in billing asking why I couldn't use the rebate card on the account to pay part of the bill. He said I had to call the number on the card, they don't deal with the rebate cards. I called the number and it was all automated, but I did have $200 on the card, I checked the balance 2 times! I called back and tried talking to someone with the tech dept. He told me that I had to talk to billing to setup/schedule the relocation service and then call the tech dept. Back to finish setting that up (?). So again I was transferred and on HOLD with billing and the gentleman I finally spoke to said that's not right, the tech dept. Was in charge of scheduling and starting that process. I asked while I was on the phone with him if he could take the payment with the card, he tried and it said funds not available! I just checked the balance and confirmed twice it had $200 on it!
Let's talk about the rebate! I was told we could use the rebate on the bill, I had to wait for 2 billing cycles to submit it and 8+ weeks to receive the card. I did what it asked. The single lot account did not go through, "it was missing a receipt" the main account with 6 separate accounts only paid for ONE and I did not know which one it paid. I tried using the account for each, but would not accept that! I had to use the main account number and got paid for one! I have sent an email 3 times this week, because now that rebate offer is no longer valid! So I requested a phone call! No calls! So the company is out $1200! In rebates.. No one seems to want to call me or answer the email! I supposedly spoke to a supervisor, Harold, but he did not address himself the first time I spoke to him as such, but couldn't answer my question the first time I called?
If you have a residential service you can use the online chat tool. Business does not have that luxury! You are on hold forever! I have been in customer service and I am in warranty now.. So I know what is it like to deal with consumers, both good and bad.. I would not sell people on ideas that cannot become a reality. Be straight up! Commission or not, I would rather have the truth and I guess I should have checked on the complaints board, before signing on! But I was asked to get it done. There is more, but this is a good start.

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7:50 am EDT
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Hughes internet

My situation is like dozens of others. I never received anything but extremely poor internet service. I called tech support 3 times. They were rude and did little to improve my service. I left and was charged a$300 early termination fee. I had returned the modem.
I just submitted a complaint to the FCC. I would urge anyone else to do the same. FCC is the regulatory body over Internet providers. Power in numbers!

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12:22 pm EDT

Hughes customer service

I've had nothing but issues with my account with HughesNet since I got it. Everytime I call I'm on hold with a foreigner for at least fifteen minutes and they don't even resolve my issue. I can't understand half of what they are saying cuz their accent is so thick. I've been robbed of money because of refunds I was promised and never got and overbilled on things I was told wouldn't be billed. I have so many reference numbers and Everytime I call I get someone new. I'm so tired of it I'm about to cancel..but don't have many options for where I live.

Frustrated customer.

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10:14 pm EDT

Hughes satellite internet with the h7

Hello, We have been customers since 2012 and until recently we had our payment deducted automatically from the bank but since August if 2017 I have called, more times than I can count about our service. First off 2 summers ago I wanted to add wifi so I upgraded our service but was unable to use the service for almost 2 months of our Alaska Summer business because the upgrade required "registration" which I was unable to do and had to get a technician to help. Which presents a problem since there is NO PHONE service where I live. Our summer was in the red because of Internet. I paid full price for the past 2 years for a service that was NO different than the one I had previously. Couldn't set up wifi cause the data would all be used up immediately! I tried to downgrade back to the cheaper, what we had previously and was told it would require REGISTRATION again.
I'm in Alaska and to get a technician where I live takes forever. I have a husband with a heart problem and NOT having phone service I couldn't do without Internet. Internet is my 911...my EMERGENCY service! So I couldn't downgrade.
Then in August 2017 the Internet just started being used up and it was requiring me to use tokens to restore the data. $$ for those tokens! So I called from August until November with complaints. Understand to make a call I have to drive 30 miles! Add that up! Besides the fact it is a major headache to do so. Finally I was told I needed a Gen5 and they would put in a request for a technician. GREAT but none came. I kept calling, getting tokens (which I can't use once the data is completely gone) and that is the only time it will allow you to use them. Most time the page to use the tokens won't download! USELESS.
Mind you I took the payment off of auto pay. I'm paying for something that is useless! Really. I have called n called, paying full price or being cut off and not having access to Internet means NO 911 emergency services for me.
I want them to come put the Gen5 in but Now I have a balance (I have asked them to credit it and fix it so I won't be cut off) from access! I have been cut off, given a little credit and still don't have aresolution to the problem.
Is that any way to treat your customers? If I didn't have to have satellite internet I would NEBER have put up with all this aggravation for almost a year now!
It would be nice to get the Gen5, fix the account balance and restore useable service to our account.
Anything you could do to help resolve this matter would be greatly appreciated.
Thank you in advance for your prompt assistance. Please contact via email. No phone service of any kind at the place where service is!

Jerry Crider
22634 Seward Hwy.
Seward, AK 99664
DSS30095307
[protected]@yahoo.com

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6:36 pm EDT

Hughes internet and customer service

I ordered your service in December 2017. I canceled in January 2018. The Internet service was the worst I have ever had. All it ever did was buffer and we ordered the highest speed you had. I was told that the service was insufficient because of the walls in the house. The most asinine excuse I have ever heard. We also had 2 days of zero service (not even the buffering) Internet could not connect at all, after making a call to you I was told that they were performing maintenance and did not know how long it would take to bring it back up. I canceled the service and I was told because I had nothing but issues and never really received service that I would receive a zero balance on my account. Well that did not happen. Every month I am being billed for a service I no longer subscribe to, you show my account as still active with my next bill date of April 19, 2018. You are daily trying to charge my credit card 323 dollars for the service I do not have nor never received. I have made calls every single day for the last 2 weeks being promised that it would be resolved only to have you try to charge my credit card again the following day. Today alone I have had to make 8 phone calls as they kept disconnecting me. I have again been promised that this will be resolved. I have already contacted an attorney to assist me in this matter if I get no satisfaction. The stress alone I have gone through is enough to put me in the hospital as I am a 59 year old woman with multiple health issues including high blood pressure. If I get no resolution to this I will also go to the media with my story to prevent other people from being ripped off. I would be ashamed to be associated with this company. A desirable resolution would be to send me documentation with a zero balance, account closed and for them to stop trying to charge my credit card. I am no at this point asking for monetary compensation but if this continues I will look into punitive damages as this is now affecting my health

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2:08 pm EDT
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Hughes internet

I have been with hughes net twice, once by stupidity I left hughes net after my contract was up, because they throttled my service down to a crawl and sometimes to a stand still. The second time I was lied too by frontier who I found out after I signed up for their satellite service that they were partners with hughes net, by then I was stuck for another two years. Being with frontier I was having the same problem, my service was being throttled down to a crawl and at one point a stand still. This service or lack of service is costing me over a hundred dollars a month, a service i'm not getting. Now I understand that hughes and frontier are no longer partners, and I can see why, screwing the people the way you do. I can't believe how you tell the people how face you internet service is, when it not, you lie to your customer and you should be held accountable for lying to the people.

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5:09 am EDT

Hughes service and misrepresentation from sales

I was misrepresent by sales. My wife signed up back in September 25 2017
She ask what size is the Satellite dish they told her was the size of a large pizza pan, not true. Sales offer us a 30 day trial day, also not true. I tried to cancel early they told me if I cancel early I would have to pay $400.00 Charges said they don't have 30 day trial.. So they offered me a $20.00 discount for 1 year so I agreed. I have called multiple times complaining about slow Netflix and slow internet service. Then in January my Hughes network was down for 9 day waiting for a tech to change a setting on my modem it took Chad about a minute to change a setting on my Hughes modem, they should of walk me thru the procedure I don't understand why service rep left me with no support they could of easily walk me thru it! I have to work with your company in good faith. I am sorry I had to cancel my services with you yesterday March 25 2018. I asking for a discount on my early cancellation if possible? I think it's only fair to ask this question for my troubles of being mislead to my purchase of Hughes Network Internet
Services.

Sincerely Pat

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9:48 pm EDT
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Hughes billing

I have called about the speed and the service of this system from the day it was installed. I have been lied to over and over again. Today was the final straw I have been calling and requesting service be canceled and for my card not to be charged.I was told I would receive boxes to return equipment but instead my account was billed for equipment and early cancellation after being told not to charge my account. What kind of a company is this will never do business with you again and will not refer anyone to be mistreated as I have been. Thanks for taking food and medication money

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3:32 pm EDT
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Hughes internet

Had it installed and the service was horrible. After 3 days I called to cancel and they tried to charge me. They dropped the charge and sent a box and label to return the modem and power cord. Nothing was said about a radio transmitter. I returned it and 3 months later I get charged out of my account 213 dollars for a transmitter I knew nothing about! They will not refund my money!

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3:06 pm EDT

Hughes internet

I never signed a contract for internet service and I am being told I have to pay over 700.00 now I will not pay for slow internet and I won't pay for it at all whenever I never signed a contract they said that they couldn't send me a copy of the contract and said they have a signature so I want a copy of it and said they can't send me anything so I am not paying

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10:46 pm EDT
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Hughes customer service/billing/cancellation of service/theft

I am writing to inform you that your company took funds from my debit card without my permission. My daughter has an account with you that on more than one occasion she has attempted to have her service disconnected. The reps she spoke with refused to cancel her service, refuse to allow her to speak with a supervisor. She was given the run around. Her service is not cancelled because you withdrew the funds from my debit card. She has been moved from the service address since january 15, 2018. There is service that is not be utilized and your reps refuse to cancel and now funds have been taken from another person account. I am requesting that the funds be refunded to my account. Since I was not allowed to speak with a supervisor or manager I will continue to contact you through email. Should my funds not be returned in 30 days I will seek legal actions as well as report this company to the better business bureau. I look forward to someone responding to this email with a solution we will all be satisfied with.

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Anastasia Check
, US
Nov 21, 2021 6:23 pm EST

Hughes net is a freaking joke and the worse company out there to do business with, they lie to u and keep charging fraudulent unauthorized charges to my bank account...and they don't give a [censored] about what anyone has to say about it.. they are despicable and need to be shut down for real.

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1:39 pm EST

Hughes internet speed and data plan

Hughesnet advertises fast speeds with Gen5 - we have never been able to watch youtube videos unless they were at low resolution. We upgraded to the 50 GB plan because data disappeared halfway through the month without downloading files or watching movies. There are only two people in our house and one computer. We can't watch movies on demand through cable TV because it uses all our data just for one movie download.
Hughesnet has deceptive advertising on TV and through their sales people - we have the highest data plan available and we cannot get the service HughesNet promises on the TV commercials.

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Raymond Sabb
, US
Mar 22, 2018 10:02 am EDT

Well what do you expect, they use satellites to downstream data from 26, 000 mile in a geostationary orbit. Of coarse you are going to get slower speeds :) The alien ships keep flying through them.

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5:28 pm EST

Hughes internet service provider

Hughesnet will tell you they have 25 mb speed but after install they have deliver about 7 MB speed. I have called twice, both calls took over an hour and neither solved my problem. The support is horrific. You cannot understand the person that answers. Its better to just ask for a supervisor immediately. That hold time takes about 30 minutes before you get an English speaking person. I have spent a couple hours, time off from work to meet a repairman and I still have 7 MB or less.

Dont do it. Save yourself the trouble.

David

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7:49 am EST

Hughes return policy

When moving I discontinued hughes net service at my previous residence. I briefly had two residences, therefore the equipment needed to be returned from one of the locations when my move was complete... Boxes were provided to return the equipment in, however, I was expected to climb on top of my house and remove a piece of equipment from the satellite dish... When I contacted hughes net and asked for more time so that I could find someone to help me, I was refused and they had absolutely no concern for my safety. Apparently irregardless of a persons physical limitations, they are required to remove this themselves or face an outrageous fee for failure to return the equipment...

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Hughes Customer Reviews Overview

HughesNet is a satellite internet service provider that offers broadband connectivity to customers across the United States, particularly in rural and remote areas where traditional high-speed internet options are limited or unavailable. Their services include various internet plans with different data allowances to suit individual usage needs. HughesNet emphasizes its availability nationwide, leveraging satellite technology to provide internet access. Additionally, they offer built-in features such as data-saving modes to help manage bandwidth usage.

Hughes In-depth Review

In Summary: HughesNet offers satellite internet services primarily targeting rural and remote areas where traditional broadband is not available. While it provides widespread coverage and a variety of plans, customers should be aware of its speed limitations, data caps, and contract terms. The installation process is straightforward, but there may be initial costs involved. Performance can vary, especially during peak times, and customer service experiences are mixed. HughesNet includes features like built-in Wi-Fi and a Bonus Zone, but users must weigh these against the overall cost and value for money. The company also shows a commitment to sustainability and community involvement.

Company Overview: HughesNet is a long-standing provider of satellite internet services, known for connecting users in rural and remote areas. Their core offerings revolve around internet connectivity with a focus on areas underserved by traditional broadband.

Internet Service Options: HughesNet offers a range of plans that vary in price and data allowances, with speeds up to 25 Mbps. All plans come with data caps, and exceeding these limits can result in reduced speeds. Contract terms typically require a 24-month commitment.

Installation and Setup: Installation is generally handled by professional technicians and is often praised for its simplicity. Customers receive a satellite dish and modem, but there may be initial setup fees or equipment costs to consider.

Performance and Reliability: Users report that actual speeds can sometimes fall short of advertised speeds, particularly during peak hours. However, the network is known for its reliability in areas where other internet services are unavailable.

Customer Service: Customer service experiences with HughesNet are varied, with some users reporting quick and helpful responses, while others have faced challenges. Support is available through phone, email, and chat.

Coverage and Availability: HughesNet's primary advantage is its extensive geographic coverage, especially in rural and remote areas where other internet options are limited or nonexistent.

User Experience: Customer reviews are mixed, with some praising the service for its availability and others critiquing it for speed and data limitations. The user interface for account management is functional, and the mobile app offers additional convenience for managing services.

Additional Features and Services: HughesNet includes built-in Wi-Fi with its modems and offers a Bonus Zone, where customers can use additional data during off-peak hours. Other value-added services may be available depending on the plan.

Pricing and Value for Money: When compared to other satellite internet providers, HughesNet's pricing is competitive, but it may seem high compared to traditional broadband. The company occasionally offers promotions, but customers should be mindful of termination fees and refund policies.

Sustainability and Corporate Responsibility: HughesNet demonstrates a commitment to reducing its environmental impact and engages in various sustainability initiatives. The company also participates in community programs and strives for social responsibility.

Pros and Cons: HughesNet's key advantages include its availability in remote areas and the inclusion of features like the Bonus Zone. However, the disadvantages of speed limitations and data caps are significant. The service is best suited for users with limited internet options.

Final Verdict: HughesNet is a viable option for users in rural and remote locations who have limited access to other types of internet services. While it offers reliable coverage and some unique features, potential customers should carefully consider the speed and data limitations, as well as the overall cost, before committing. For light internet users and those without other options, HughesNet can be a suitable choice, but heavy streamers and those used to high-speed broadband may find it lacking.

How to file a complaint about Hughes?

Here is a guide on how to file a complaint against Hughes on ComplaintsBoard.com:

1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account, create one to proceed.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with Hughes in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Hughes. Mention key areas of concern, any relevant transactions, steps taken to resolve the issue, the nature of the problem, and the personal impact.

5. Attaching supporting documents:
- Attach any additional supporting documents that can help validate your complaint. Avoid including sensitive personal data.

6. Filling optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

Follow these steps to effectively file a complaint against Hughes on ComplaintsBoard.com.

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Contact Hughes customer service

Phone numbers

+1 (866) 347-3292 +1 (844) 737-2700 More phone numbers

Website

www.hughesnet.com

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