Hughes Network Systems / satellite internet and phone

Gaithersburg, MD, US Review updated:
Contact information:

I was told by the sales rep that I had ten days from installation to cancel and receive a full refund. I explained that I worked from home and also go to school from home and have 4 people in my home including children. I needed to have the internet capable of handling internet on multiple computers, X-box, play station, cells phones, ect... They came out the next day 3/18/17 to install phone and internet and after more than 5 hours the internet was not fully functional and the phone service as able to be installed at all. The installation tech then tole me he had another job and could not spend anymore time trying to get it to work and that he had wasted too much time trying to get in touch with tech support and they "sucked". He was foul mouthed the entire time he was in my home and kept swearing in front of my children as he was very frustrated with his inability to get the products to function. He then told me to call tech support and have them mail me new equipment and install it myself. I insisted that he send another tech out and he finally agreed. That night I called tech support to ask for help with the internet service as he mentioned that the 5g would actually work if I could get it running. After two hours on the phone with tech support, still no progress was made. The next day 3/19/17 another installation tech came to my home and spent nearly three hours and yet failed to get the services to work. But still left the non functional equipment in my home. After two days of foul mouthed dirty footed techs stampeding in and out of my house I called to cancel the non functioning services. I was told the only way to get my money back was to send the equipment back to Hughes Network Systems 16060 Industrial Drive Gaithersburg, MD 20877. I returned the equipment and contacted Hughes Net with the tracking number [protected] [protected] as they instructed me to on 3/21/17 and was told a full refund would be processed $516 once the returned equipment was received. On 3/23/17 I call to verify the return was received and signed for by C. Leister Updated Delivery Day: Thursday, March 23, 2017 Signed for By: C LEISTER // GAITHERSBURG, MD 20877 // 2:43 pm. I was told by "Ray Langston" that the only refund I would be getting was for $45. I then asked to speak to a manger and was told that "advanced billing" needed to be consulted and that I could not speak directly to them. After more then an hour on the phone and being placed on hold several times he told me he had spoken to "Mary Ann Torres" in advanced billing and I would be refunded $516.47 for the entire amounts of debits to my bank account for undelivered services and the confirmed returned equipment. He then told me the full refund would not be processed until 10 full days from my last charge date of 3/19/17 which will be 3/29/17. And to top it all off I must call Hughes Network Systems back again 3/29/17 and reference my case numbers to have them follow through and complete my refund.

Mar 23, 2017
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  • As
      Aug 01, 2017

    Sir or Madam,
    We are sorry that you had trouble with your installation. We want to confirm with you that your issue has been resolved and if not to please leave a case number here so that we can contact you back.
    Thank you,
    –Andrew from HughesNet

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