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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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B
1:48 pm EDT

Hughes satellite internet

I moved to a rural area and contracted HughesNet for internet service because they were a partner with DishNetwork who we have loved for many years. Dish said they were a partner with Hughesnet. Because we have had such great experience with Dish, ... we trusted their input.

For the past 6 weeks, we have experienced variations in speed and dropping of the internet. I have been on the phone for hours with tech support trying to figure out the problem. I was on for 2 hours last week and another hour today.

I just want to cancel my service and move on - BUT - after talking to 2 supervisors, they won't let me cancel without a termination fee of $400. I told them I would be willing to pay all of my current fees and return ALL of their equipment but I don't feel it was right to charge a cancellation fee when it has never worked properly.

Every time I call in, I have to go through the same process with every new agent. Troubleshooting, testing, turning on/off devices. I have spoken to Dish Network and they keep referring me to HughesNet. I am getting more and more upset with every minute I am on the phone with customer support.

I finally asked the supervisor to PLEASE just let me cancel. Let me pay my current bill, and send back the equipment. Just don't charge me the $400. I told him he could make me very happy if he just didn't charge me the $400. Then, ... he went ahead and gave me a $110 credit to my account so I could troubleshoot more!

What?! I told him, it didn't make any customer satisfaction sense to give me $110 and then want me to waste more time with a NEW technician doing the same thing I have done 4 times already. I am grateful for the offer of $110, but ultimately - I just want good internet service and it can't be provided by Hughesnet. I don't want to complain, I just want to get out of the contract without a fee. I don't think it is right when I have been trying hard to stay with Hughesnet.

Please, you can make me extremely happy to just cancel my contract with HughesNet (customer for 6 weeks - none of them good), and don't charge me $400. That's it. Really it is not that difficult. I don't even want to waste anymore time complaining on the internet, or telling friends what a poor experience I have had. I just want to get out of the contract and move on. Let's part ways and agree to disagree. Keeping me on is not going to satisfy me as a customer at this point.

Please contact me: Bob Baker, [protected], email: [protected]@fabbakerfam.com

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9:19 pm EDT

Hughes unauthorized billing hoax, fraud or spam

I have been getting these pop-ups, on my PC when I am on different websites since August 4 from the link below. http://messages.hughesnet.com/scccp1.cfm?SN=12229264
It says, "This message is being sent to you directly from HughesNet to collect payment on your account. If you need assistance call for information: [protected]. I have a bundle account with Dish TV established on August 3, where HughesNet is my ISP. I have no billing account with HughesNet that I know of and the credit card that they have on file is not mine. I have talked several times with both HughesNet and Dish TV. Dish told me that it's a bundle account and the payments are together. They also said that I should not be receiving a bill from HughesNet. I have not received a bill from HughesNet, just annoying pop-ups on PC which I would like removed. Below is a list, from my online history, of the times and websites that pop-ups occurred.
AUG4 10:20 AM MyBenefits - Common Access mybenefits.metlife.com
10:21 AM http://messages.hughesnet.com/billing/sdcc.cfm?SN=12229264 messages.hughesnet.com
AUG 13
3:04 AM https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0ahUKEwingMDc39PVAhXCwlQKHe89DgEQFggoMAA&url=http%3A%2F%2Fwww.fbdown.net%2F&usg=AFQjCNFPwkNPCBKSSdqSWnjAKXu23x3Qygwww.google.com
3:04 AM http://messages.hughesnet.com/billing/sdcc.cfm?SN=12229264 messages.hughesnet.com
OCT 6
10:19 PM Top 5 audio enhancers for Windows 10 windowsreport.com
10:19 PM HughesNet Important Message messages.hughesnet.com
6:31 PM DISH Customer Account Login | [protected] | DISH Perks | DISH my.dish.com
6:21 PM https://hughesnet.skylogin.com/idp/Authn/HNSLogin hughesnet.skylogin.com
OCT 7
2:59 AM DISH Customer Account Login | [protected] | DISH Perks | DISH my.dish.com
2:59 AM HughesNet Important Message messages.hughesnet.com
SUN. OCT. 8 11:03 PM https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=0ahUKEwjSyq-n1OLWAhUhMZoKHS1tDwYQgD0IKTAB&url=http%3A%2F%2Fwww.vudu.com%2Fmovies%2F%23!content%2F168123&usg=AOvVaw2IarS33lg0FxhC0W_kFwYWwww.google. com
11:03 PM HughesNet Important Message messages.hughesnet.com
11:34 PM MetDaan - Flawless hairstyles for your little girls 😍❤️👌 By:...www.facebook.c
11:34 PM HughesNet Important Message messages.hughesnet.com
10:12 PM feats definition | English dictionary for learners | Reverso
10:12 PM HughesNet Important Message messages.hughesnet.com
OCT9 3:44 PM www.hometalk.com Unclog a Toilet Without a Plunger|
Hometalk 3:44 PM http://messages.hughesnet.com/scccp2.cfm?SN=12229264
This is history from one browser. It happens on Google Chrome, Mozilla Firefox, Microsoft Edge and Epic.

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Matt Feldman
, US
Oct 29, 2017 6:38 pm EDT

Had this same thing happen. Dish Network (by proxy of Infinity Sales Group in Boca Raton, Florida, lied to me regarding a bundle. They essentially told me that the internet, phone and television would all be on one bill. Come to find out, after months of investigation, Dish Network and HughesNet are both owned by EchoStar, a huge conglomerate of communications companies, but have separate parent holdings companies and therefore don't operate in association with one another... Therefore, HughesNet has nothing to do with Dish Network, and vice versa... Long story short, Dish Network closed me on a bundle that doesn't actually exist. Infinity Sales Group is also not authorized (by what I have seen so far) to place orders for HughesNet the way that they did, so there is an investigation going on there.

ComplaintsBoard
B
10:15 am EDT

Hughes internet

We just moved into a new home in Pflugerville and set up internet with Hughesnet. After four days of horrible service my wife called to cancel service. The customer service representative that she spoke with tried to upsale us to a higher package and all we wanted to do was cancel service. After about 30 minutes of back and forth the customer service rep said that it would cost us $400 to cancel service. We have only had service for four days and have to pay $400 to cancel our service? That is the most unethical business practice I have ever heard of. We should not have to pay anything due to Hughesnet's horrible service. We also stated that we would like them to come out and take the dish off our home. Then we find out that we would have to climb up on the roof to do that part and that they don't take their own equipment down. Just the thought of knowing that once Hughesnet made a sale to us and won't do anything to help their customers makes me think they are in the business of scamming customers! It has now been a week since our call and my wife has not received an email confirmation for our cancelation and we still have internet service. My assumption is that Hughesnet is still trying to make a buck vs. giving great customer service. Had I known we would be going through these issues, we would never have used this company. I can assure you that we will not be using Hughesnet ever again and would highly encourage anyone looking for internet to NOT use them either. Even on the Hughesnet website, there is not a link to contact them with this complaint which leads me to believe they don't want to deal with unpleased customers.
I'm very disappointed in how things have been handled and even more upset that I am having to write this review as we are not finished with this process. We want a full refund for everything involved on our account and want the Hughesnet dish off our home. The Site Account Number (SAN) is: DSS35346378. My personal email is: [protected]@yahoo.com

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AskHughes
, US
Oct 13, 2017 4:30 pm EDT

Blaine,
One of our representatives sent an email to you on 10/9/2017 stating the following

Dear Ms. Sanderson,

Thank you for contacting HughesNet Support.

I understand that you would you send us an email to discontinue your HughesNet Account. We value your business and are sad to hear that you are considering leaving us.

Upon checking your records, I was able to verify that your account is already under the Standard Cancellation which means that at the end of your service cycle which is the 30th of October the account will be closed. Please be informed that you must return your HughesNet modem, power supply, and radio transmitter once the return kit is received 10 to15 business days from cancellation date. The equipment must be received in good condition within 45 days of termination in order to avoid the Unreturned Equipment Fee of $XXX.XX.

Your service will remain active until '10/30/2017'. After that date, your service will be disabled. If you wish to reactivate your account, please do so by '12/14/2017' to restore your subscription(s), enhanced service(s) and e-mail accounts. There is a $25. processing fee required to reactivate your account. After '12/14/2017', your account information will be deleted. Should you wish to become a customer again after this date, you will have to establish a new account.

We are sad to see you go; however, we respect and understand your decision. Thank you for your previous business with us.

For further queries, feel free to contact us at [protected] or online at http://supportcenter.myhughesnet.com via Chat or Email. We¿re open 24/7.

Your case ID for this email contact is [protected]. You may receive an email survey which will help us identify specific areas for improvement. Please take the time to complete it. Your participation is well-appreciated!

Thank you for writing to HughesNet. Enjoy the rest of your day!

Sincerely,

Riley Evans
HughesNet Support

-Andrew at HughesNet

ComplaintsBoard
M
12:46 pm EDT

Hughes relocation service and unethical customer service

Set up transfer of service from Texas to Nebraska. Was told didn't need to move old equipment because it was outdated and new Gen 5 equipment would be installed. Set up the move and new install date. Hughes failed to install on scheduled date. Called to cancel service. They offered $200. to reschedule install. I said no, because no quarinty that would be completed and already to off work with loss wages. They said now I have to return old obsolete equipment that was previously stated to not be required or be charged including cancellation fee. Seems a bit unethical to me.

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AskHughes
, US
Sep 19, 2017 1:45 pm EDT

Rick,
We are sorry for any confusion that we may have caused. We would like to help you please come here and leave us a case number so we can contact you.

Thank you,
–Andrew from HughesNet
#AskHughes

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N
2:33 pm EDT

Hughes unauthorized debit charge

I called to cancel my service on March 3, 2017 .The representative that I spoke with kept saying that I should only suspend service.I finally agreed but my understanding was that it would be turned on whenever I called back.I called today, Sept.8, 2017 after noticing that a pymt of $98.25 was taken from my acct.There is no one living at that address and I was told that I can only get a prorated refund because it came out on the 4th of Sept.I am a disabled person living on limited income and now am dealing with hurricane Irma.I was told my refund would take 30 days but that I could call on the 18th to request my prorated refund!This company needs to look at their policy on this...I was hassled into just suspending my service and now when I desperately need that money I Have To WAIT! I know that you can tell that there was NO SERVICE USED ! Please refund the full amount to me ASAP I need it more than your company does.PS.I was never late with a pymt.the entire time that I received your services and I purchased my equipment. Cheryl A.Bell
922 NW Baughn St.
Lake City, FL 32055
[protected]

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7:45 pm EDT

Hughes wifi final bill

I am writing on behalf of my mother, Martha Helpingstine, account number DSS34258644. I am very angry at the way she has been treated. She called to cancel her service on July 7 and again on July 14. After receiving the box she returned the equipment on August 19; UPS tracking says it arrived on August 23. She was still waiting for the final bill. On August, 25 she received a letter from Joseph, Mann & Creed collection agency demanding $660.58. You sent her to a collection agency before even sending her a bill or even receiving the equipment. She called you on August 28. She was assured that the equipment had arrived in good condition and you told her she did not owe you anything. A few days later, she received a very nasty call from the collection agency. She was told, “You are dealing with us now.”, and threatened to take her to court if it was not paid in full.

This woman is 82 years old. You people and the collection agency certainly appear to be trying to take advantage of an old woman. That' not what your company is supposed to be about but it appears that way.

First I would like to know why you sent this bill to collections if the first place. She understood there would be a penalty and was waiting for the bill you said you would send. The equipment was returned in a timely fashion as soon as the shipping box arrived. It appears to be someone was not doing his or her job.

Second, you caused this problem and YOU need to fix it. If she does not owe anything then YOU need to contact Joseph, Mann, and Creep and tell them to back off.

Third, I want email confirmation of exactly what she owes and why she owes it.

Please do not call Martha. The harassment she has received has been a too much for her to handle. If necessary you may call me, Willie Helpingstine, at [protected]. You may have to leave a message as I am not allowed to have my phone while at work.

Sincerely,

Willie Helpingstine
[protected]@yahoo.com

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11:51 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hughes telephone number porting

HughesNet does not allow me to port my LEC wireline number from Frontier Communications.

This is in violation of Federal Regulations, specifically title 47, 52:34 "Obligations regarding local number porting to and from interconnected VoIP or internet-based TRS providers."

(a) An interconnected VoIP or IP Relay provider must facilitate an end-user customer's ...valid number portability request... either to or from a telecommunications carrier or an interconnected VoIP or VRS or IP Relay provider. 'Facilitate" is defined as the interconnected VoIP or VRS or IP Relay provider's affirmative legal obligation to take all steps necessary to initiate or allow a port-in or port-out itself or through the telecommunications carriers, if any, that it relies on to obtain numbering resources, subject to a valid port request, without unreasonable delay or unreasonable procedures that have the effect of delaying or denying porting of the NANP-based telephone number. ...

(b) An interconnected VoIP or VRS or IP Relay provider may not enter into any agreement that would prohibit an end user customer ...from porting ...to ior from a telecommunicatios provider."

I complained to the NY State PSC who referred me to the FCC who forwarded it to HughesNet, who replied with a nonresponsive answer. HughesNet did not reply to my response to their response. The FCC excused itself from taking further action.

Why does everyone ignore this clear violation? Who will enforce it?

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Update by Alan Hasselwander
Oct 02, 2017 9:05 am EDT

I get a message that I cannot port my number. In writing HughesNet continues to deny my requestl

Update by Alan Hasselwander
Sep 07, 2017 2:10 pm EDT

I get a message that I cannot port

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AskHughes
, US
Aug 30, 2017 9:14 am EDT

Alan,
You can port your old number over to our VOIP system. The process is shown here in our users guide http://voice.hughesnet.com/activate/docs/innoQuickStart.pdf on page 44. This starts the process and it has to, unfortunately be initiated by the customer. This process can take, but is not limited to, 10 business days. If you have any other questions we would be glad to work with you to get things remedied. If you need further assistance please come back here and post a case# so that we may contact you.

Thank you,
–Andrew from HughesNet
#AskHughes

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8:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hughes hughesnet internet and voice service

I signed up for both the HughesNet Internet service as well as their phone voice service a year ago. From the outset the phone service was terrible with dropped calls, garbled communications, and long transmission delays. I then discovered for the first time that the phone service was Voip. (Voice over the Internet Protocol) This is never disclosed by HughesNet. Check their website. I assumed they had their own regular phone exchange like other carriers or had contracted with other carriers to handle the service.

The internet service was slow but usable most of the time. It had a lot of latency delay. I upgraded to their generation 5 service recently with the hope that both the Internet and phone service would improve. The Internet speeds did go up some but it still has a lot of latency delay and the speeds during the day vary substantially. It does not live up to their high speed Internet advertising claims.

The phone service, did not improve. It got worse. I called HughesNet and cancelled my phone service. I had a long conversation with them about the early cancellation fee since the phone service was of totally unacceptable quality and the type of service (Voip) was never disclosed. They finally agreed to fully waive the cancellation fee. Then they billed me and charged my credit card for the cancellation fee totally contrary to their prior agreement.

It has been my experience that HughesNet completely lives up to their terrible reputation and is totally deserved.

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Update by gilmac
Aug 22, 2017 7:22 am EDT

Thank you. There is nothing you can do at this point regarding my phone service. The only thing I require is the refund of the $150 early termination fee I was charged after being promised it would be waived due to the totally inadequate phone service provided. You really need to discontinue offering the Voip phone service until adequate service can be provided. I have switched back to my old land line for our phone and do not have any problems now. Of course I was charged a $50.00 connection fee for the land line. My venture with the Hughes phone service cost me $200.00 total together with a lot of aggravation.

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Kaitilyn
, US
Jun 21, 2018 1:21 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

The worst service I’ve ever had! Would not recommend to anyone. We were talked into joining hughesnet as new home owners in June 2017. Was promised by hughenet rep that it would be great service, however from day one we have had problems with it not working. If we wanted to look on Facebook, google etc. we had to turn off WiFi and turn on our cellular data. I contacted them multiple times asking them to send someone out to look at it but they said there test showed it working fine. A year later after paying $80 a month for something we could not use I decided to just pay the cancellation fee and be done. And of course where I called to cancel the woman told me nothing was wrong again. I told her I wasn’t calling to be told nothing was wrong I was calling to cancel a $80 service I’ve been paying on for a year that I haven’t been able to use. She then sets up the cancellation and tells me I will have to get on the roof to remove something to send back. I explained to her I was 38 weeks pregnant and I could not climb on the roof and my husband was 13 hours away from home working. I asked if someone in the area could just swing by and take it down for me to send back ... of course they could for another $100. Point being hughesnet has screwed me out of so much money it’s ridiculous that they still have customers. I never once felt valued as a customer and will never recommend them to anyone for service. They basically robbed me for a entire year at $80 a month then tried to get more money from me to send back their stuff not including the $250 I have to pay to cancel.

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AskHughes
, US
Aug 21, 2017 3:43 pm EDT

Gilmac,
We are sorry that you have been having difficulties with your service. If there is anything we can do for you please come back here and post your case number and how we can help

Thank you,
-Andrew from HughesNet
#AskHughes

ComplaintsBoard
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3:26 pm EDT

Hughes telephone service.

08/16/17 - The customer service Technicians are HORRIBLE. First of all why every customer service rep/tech that I spoke with today could not speak good english. I called 5 times today and was disconnected twice by the automated service and 3 times by the rep. because they could not hear me because of the DELAY in the phone service, and that is the very problem I was calling about. I want this fixed, that's all I'm asking. The 5 second delay is more like 10 second delay.

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AskHughes
, US
Aug 17, 2017 10:32 am EDT

Yvette,
Please leave us a case# so that we can find your account to assist you, or, you can come to Twitter and Direct Message us at @AskHughes.

Thank you,
-Andrew from HughesNet
#AskHughes

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6:45 pm EDT

Hughes phone and internet

I was lied to from the beginning back in Oct 2016! I was told that phone came with the internet so I cancelled my then phone service. When they hooked the phone up I had problems from day 1. I started complaining about and calling them and nothing was ever done! If internet is down which is alot...so is the phone. There is a delay when ppl are talking on the phone and it is so frustrating. I have been so miserable with the phone system since the day they installed it! It is the worst phone! I am not happy at all with Hughesnet! I cant wait until my contract is up so I can get back with the good internet!

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AskHughes
, US
Aug 10, 2017 8:45 am EDT

Deelvan,
We are sorry that you are having problems with your internet and phone service. We would like to help you please leave us a case# here so that we may look up your account and contact you.

Thank you,
–Andrew from HughesNet
#AskHughes

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8:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hughes internet

This service is laughable. I was lied to from the beginning! First I was told that no matter how many devices were relying on the internet, I would never be able to use all of the data, it takes, on average, 15 days and we are out. The connection and reliability simply makes me mad. It's foolish of me to continue this without some sort of reliability. Please begin providing some sort of service, any at all would be an improvement.

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AskHughes
, US
Aug 09, 2017 10:04 am EDT

Robert,
We would like to help you with your service. Come to us here and leave a case# or come to Twitter at @AskHughes and send us a Direct Message so that we can help you.

Thank you,
–Andrew from HughesNet
#AskHughes

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12:46 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hughes internet service

While with them I had to call in multiple times because I was not able to do everything the sales rep who sold me the service said I could. They also sold me and inappropriate modem when installing the service and wanted me to purchase another one to help with some of my issues. Kept upgrading and upgrading, But I was still unable to do normal things like view YouTube videos or upload any videos which I told them was part of my business and I needed to be able to do. Never was able to speak to someone in the US, always had to struggle with understanding someone from another country. I moved addresses and wanted to cancel service but was talked into going ahead and moving with them and if things didn't work out they would not consider it a brand new contract after the move but would be able to cancel at any time. After the move and about 30 to 60 days I called to cancel and they would not cancel me without a $400 buyout because they said my contract automatically renewed when I moved. So I paid the $400 and they were supposed to send me a box for the satellite dish part to mail in and I never received the box. So I called and they had sent the box to my old address! Unbelievable! So they were supposed to send me another box and I never received it. Looked on my account and they had taken out an additional nearly $400 I assume for the part. This is criminal! I want to file a lawsuit but need a good attorney that has experience with Hughesnet.

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Update by HughesScammed
Aug 08, 2017 3:43 pm EDT

Called customer service and they had sent the box AGAIN to the old address. The one HUGHES moved me FROM! You would think you guys would have my new address since you scammed me into continuing my service at the new address on the FALSE pretense that my contract would not renew and I would be able to cancel it if you still could not satisfy my needs. So here is the process. I gave a new address to send yet ANOTHER box. Have to wait 3-5 days to get it, put equip in it and PAY to send it back to you UPS. WAIT 3-5 more business days and call to see if you got it. IF you have received it by then, you will process my refund. This is still so WRONG! I am not happy about this at all. You guys lied about the automatic renewal, I was FORCED to pay $400 to get out of the new contract and then you added insult to injury when you took $320 MORE out of my account without contacting me and I will persue legal action if something is not done to refund that money immediately. Reference #[protected]

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AskHughes
, US
Aug 07, 2017 1:19 pm EDT

HughesScammed,
We are sorry about the confusion and the billing for the parts. We would like to work with you to resolve this. Please come here and leave a case# so that we can confirm your information and contact you.

Thank you,
–Andrew from HughesNet
#AskHughes

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11:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hughes cancellation of satellite internet service

In December, 2015, I called to cancel my service [protected]). Your representative claimed that all calls are recorded but mysteriously you have no record of the call. I called again in May, 2017 to complain and obtain refund for charges for services never used or received. They finally cancelled the service but argued with me on where to send the cancellation packet to return the equipment. Despite my attempts to convince them that we had moved and needed it sent to our new address, they sent it to our previous address. Now they are charging us $327.75 for the equipment. When my wife called to complain, they were of little assistance claiming they had no responsibility for this issue and gave her the address where to return the equipment and said it was our responsibility to obtain the box and return it. He also said we had to return some equipment that is now on the property of where we used to live. We no longer have access to that equipment on the roof of the property. I would like for them to work with us in resolving this issue with providing us with a refund for services we never utilized and the charge for the equipment since they did not work with us on where to send the cancellation packet. We will attempt to return the equipment we have in our possession if it can be located since so much time has passed.

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Update by Lori A Young
Aug 07, 2017 5:23 pm EDT

We were not given a case number. The account can be located under my husbands cell phone number at [protected]. You may also contact that number for further discussion regarding this matter with my husband, Mark. I would like to inform you that we also filed a complaint with the better business beaurou. We are very disappointed in the customer service we received. They were not disrespectful but neither were they helpful and would not listen to our issues regarding our move.

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AskHughes
, US
Aug 07, 2017 2:01 pm EDT

Lori,
We would like to work with you if you can come back here and leave us a case# so that we can contact you and assist you. Or you can come to twitter and send us a Direct Message to @AskHughes

Thank you,
–Andrew from HughesNet
#AskHughes

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6:36 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hughes internet service

We signed up for Internet service in 2013. It is now 2017 and after many years and attempts to quit after my 2 year agreement was up I finally blocked their access to my account. They would not allow me to cancel. Now they say I owe them $365 for the two year contract which was fulfilled years ago.
It is a fraud company and scammers. Liers. Horible, lousy reception and speed. Foreign speaking so called customer service people.
A corrupt company with no ethics.

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Update by Bob.c.
Oct 15, 2017 9:30 pm EDT

I told the collection agency that Hughesnet needs to provide proof that I somehow agreed to an additional 2 year contract in addition to the one that I fulfilled years ago. I did not make one. It's amazing the depths a corrupt company will stoop to try and gouge a few more hundred dollars.

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AskHughes
, US
Aug 01, 2017 2:33 pm EDT

Bob,
We would like to work this out with you. Can you leave a case# or the phone number on the account here so that we can pull up your information and work towards a resolution.
Thank you,

–Andrew from HughesNet

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Author of the review
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Bob.c.
, US
Oct 15, 2017 9:17 pm EDT
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Replying to comment of AskHughes

I left him my case number and the only one to get back to me was the collection agency. Even their phony reply was part of their scam to only look good for hopeful new customers to fall into their trap.

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2:48 am EDT
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Hughes fraud

I am returning your hughesnet internet system to you. It is being returned without an RMA, but with proof of delivery because your service Representative refused to give me an RMA when I requested one on 7/25/17.

You have failed to provide adequate service to us since we ordered your service in 2016. We have tried numerous attempts to remedy this problem by contacting you (almost every month since 2016)since we have had your service only to be disappointed by the continued promises that the service would be fixed.

I have asked several times for you to cancel my service because of these reasons, but I either received an email telling me I had to call to cancel or your service representatives made promise after promise to fix the poor internet and disappearing data with no positive results and numerous excuses. I never signed up with you to waste my time being forced to call you only to be put on hold for long periods of time in order to fix an internet service that has never worked adequately. We even spent extra money hiring someone to check our computers for virus's to see if data was being used up or our computers were not working right. There is NOTHING wrong with our computers nor do we have any virus's attached to them. This was done at the request of YOUR representative causing us to spend more money without any positive results.

You replaced my system with a Gen 5 system that was ordered on June 6th and not installed until June 8th, then did not work until June 14th. Resulting in 8 days of NO SERVICE. During that order I was promised that I would not be charged any extra for the installation or extra monthly charges. I was lied to. In fact I specifically told the representative that I would not accept the new installation if any extra charges would be attached to it. That included any renewal of my service. I was very specific about this and told the representative that I would prefer to cancel and I would not agree to or sign a new contract for service. That is when she said the same 2016 contract would be used for the new Gen 5 system and that the cancellation fee at that time would be around $280 or less depending on how long I waited.

Now, after contacting you again on 7/25/17 I was informed that someone forged my name to the installation and that alone renewed my service for another 24 months! Why would I do this if I have had nothing but problems with my service from the beginning? I NEVER SIGNED ANYTHING or AGREED to A NEW 24 month contract!

The representative (Sal) even said that my signature was not the same as the other one on file. This constitutes fraud. That call was over 1 hour and 45 minutes of me asking for RMA to return the system and the representative trying to change my service, only to tell me in the end he didn't have the authority to cancel my service and that I would now need to pay $400 if I did because I supposedly signed an agreement when the Gen 5 system was installed. I DID NOT SIGN ANYTHING!

After all of the stress and wasted hours trying to remedy these numerous issues with your company, Last month we were forced to get another internet provider because we were unable to rely on Hugesnet internet service. Many times we had to drive 10 miles into town to the library to use the internet because we could not even load up our email. So Why would I want to keep an internet service that I cannot even use?

Unless I receive a letter stating that I no longer am responsible for any cancellation fee's and that my service has been canceled with a zero balance(I have paid every bill on time to date) I feel I will need to pursue Fraud charges, along with any other damages caused because of the inability to use the service. I have been extremely patient and I give people every chance to remedy a problem, but having to call your company on a monthly basis because of little to no internet or data since [protected] only to hear excuses and sales pitches for added services is more than anyone should have to endure.

Because of the Fraud issue brought to my attention on 7/25/17 by your representative stating that my signature was fraudulently put on a document allowing you to renew my contract and to collect $400 in fees from me if I cancel, I will be sending a copy of this correspondence to the Attorney General and the Better Business Bureau. I am taking this crime very seriously and will not be intimidated into paying for an inadequate service and a fraudulent contract I never signed, nor agreed to.

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Update by maryju
Aug 04, 2017 4:54 pm EDT

I do NOT use twitter. I would assume that talking to your company more than a dozen times and sending a certified letter explaining the situation to the corporate office, customer service with all the case#'s would be enough. I WILL NOT give certain details on a public forum. I do not know who you are. If you want to help. Go to my file. SAN#DSS34125371. The only thing that will help is to rectify the fraud by cancelling the service with a 0 balance owed. I have been lied to and deceived so I do not trust what your reps say anymore.

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AskHughes
, US
Aug 04, 2017 4:00 pm EDT

Maryju,
Please come to @AskHughes in twitter and send us a Direct Message and we can work together to try and resolve this. We have assigned you a case worker that will work with you for the entire process.

Thank you,
–Andrew from HughesNet
#AskHughes

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AskHughes
, US
Aug 04, 2017 10:09 am EDT

Maryju,
We are sorry that you have had a lot of challenges trying to work through your issues. We would like to reach out to you, come back here and leave a case# or come to twitter @AskHughes and send us a Direct Message.

Thank you,
–Andrew from HughesNet
#AskHughes

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maryju
, US
Aug 04, 2017 12:23 pm EDT
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I have recently talked to your customer service several times, thus multiple case #s. I give everyone the same opportunity to fix something if I have been wronged. But after the fraud that was committed when someone signed my name to a new installation that I had told the rep I would not pay one dime extra for or sign up for another 24 month contract and I specifically said Your company can have the equipment and I would prefer to cancel than do any such thing because our internet was little to none since we signed up with your service. Now you are telling me that sorry we're just gonna charge you $400 for a new contract that I did not agree with and and did not sign is not OK. It is clearly fraud. Also no one knows what the other person is doing at your company because I've had to talk to a different person every time and I've gotten different answers and they didn't even know I had returned the equipment and we're going to charge me for that also even though someone sign for it

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3:52 pm EDT
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Hughes bait & switch? hughesnet lied about its service...

I had to cancel my service and am being charged a penalty, this despite HughesNet wholly misrepresenting the service, its use to me and its eventual actual cost.

I explained to the agent when first exploring whether or not to sign:

1. I work from home and am on internet most of every day.
2. I have a Netgear Orbi system which uses 2 routers.
3. I stream music up to my stereo on another floor using an Apple Airport Express.
4. I have a 4K TV and stream in high res.

My question to him, therefore, was, would the 20 gig plan be sufficient?

Here is what he told me:

1. 20 gig will be sufficient for my needs. The Internet will be fine and with 25 mbps, far faster than a DSL. Not true. 20 gig lasts 4-5 days only and then HughesNet slows the mbps rate to the point where it takes up to 30 seconds to load a simple web page. This might be called a denial of service. I would have to more than triple my expense to get coverage for the month.

2. Orbi will be fine. Not true. Their tech support is saying they think the Orbi is eating data and is not compatible with the system. I should use the wifi on the HughesNet router.

3. If I cannot use the Orbi, I cannot stream music. I work in the music field and this is not an option.

4. He should have told me what their tech support has now told me: that high res streams use up 3 gig per hour and I will not be able to use high res on my TV bought for this purpose.

There are one of 2 possible explanations:

1. The salesperson misrepresented the service and was wrong about all the key data.

2. The company itself is involved in a bait and switch and has its sales persons say whatever they have to to make the sale.

I have now called on 9 occasions, spent nearly 5 hours on the phone, been promised 3 calls back that never came. Yet, to my surprise, one of their agents told me my story was not believed.

Avoid.

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AskHughes
, US
Aug 04, 2017 3:48 pm EDT

Gsel, We are sorry about the confusion. We would like to help you get this resolved. Please come and leave a case# here or come to Twitter @AskHughes and send us a Direct Message to contact us.

Thank you,
–Andrew from HughesNet
#AskHughes

ComplaintsBoard
R
4:45 am EDT

Hughes hughes network security

For the THIRD TIME my account has been "hacked"? I can sign in to my account but when trying to change or access my account information I get the message "OpenID or Credentials".
Previously (in May I believe) someone cancelled my service (not me). After it was restored, my account was hacked. Customer service IN INDIA could not tell me what happened or why. I had to retire my email address used for years for security reasons. Now the same [censor] has happened again.

My strong suspicion is that the security breach is HUGHESNET CUSTOMER SERVICE IN INDIA! The have access to all the necessary information! I have never been able to speak to someone in the US.

This situation is 100% unacceptable

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AskHughes
, US
Aug 01, 2017 3:02 pm EDT

RMalloy,
We want to make sure that everything is working the way it is supposed to. We also want to make a few suggestions. First, come to our community https://community.hughesnet.com/ to get some more information on how to best use your service. Second, we want to work with you to ensure that everything is working correctly so if you can leave a case number or the phone number on the account.

Thank you,
-Andrew from HughesNet
#AskHughes

ComplaintsBoard
V
6:22 pm EDT

Hughes customer service in billing

My name is Vivienne Ford. I had service at 4808 s elwood ave lot 629 Tulsa, OK 74107. I also have an acct in Seymour, MO for my elderly mother . I moved from Tulsa to West Plains MO in February and called to cancel Tulsa acct in March. Your customer service also canceled my mothers service so I called back to have it turned back on. Unknown to me they also turned back on Tulsa service. I have been dealing with calling your company every month since then. I have to call 4 to 5 times due to disconnection. In May this was supposed to be taken care of for the final time and a box sent to 872 cr 8620, West Plains, MO 65775. I have yet to receive this box . I had my mother call and make payment for her internet. She was told it was 45 dollars and given conf# [protected]. I checked my checking acct. and your company took out 346 and change for that payment. They said when I finally got through it was for equipment. I told them I had not received return box and they said it was sent out and we were cut off AGAIN. Now I am requesting another box to be sent to the West Plains address previously listed and monies returned to my acct minus what I owed for acct. in Seymour, MO 65746. I cannot get any action from these people!

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AskHughes
, US
Aug 03, 2017 11:57 am EDT

Vivienne,
We believe we have located your account number can you provide us with the last 4 numbers of the zip code for the address on the account. We also want to call you and discuss this with you to try to get this remedied. Please leave a good day of the week and time to contact you.

Thank you,
–Andrew from HughesNet
#AskHughes

ComplaintsBoard
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6:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hughes unethical behavior, fraud

I signed up for HughesNet Satellite service in July 2016. After hearing I could purchase my equipment or pay 15.00 a month to lease it, I decided paying the 450.00 would be the best option as the equipment would pay for itself in less than three years compared to leasing. I received an email today about the new Gen 5 service. I called about upgrading and was told I would either have to purchase all new equipment again at 450.00 or pay 15.00 a month to upgrade. I was never told initially that by buying my equipment I would not be able to upgrade it and would have to pay 450.00 again. What a repave. So because I was stupid enough to pay for the equipment up front, I now have equipment that is basically obsolete because I can't upgrade it. If I had paid the 15.00 per month for the equipment, I would only have invested 180.00 at this point, not 450.00 and would be able to upgrade without an increase at all. I really wish this had been explained to me because what idiot would pay 450.00 if they realized their equipment would be obsolete in less than a year. I am really disgusted, totally pissed off, and will let everyone I know about this injustice. I hope to get consumer television coverage on this topic as I think people really should be made aware of the situation. What a rip-off this is.
Totally disgusting...

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AskHughes
, US
Aug 04, 2017 4:21 pm EDT

Cat,
We believe we have found your account. We will need to have Catherine contact us preferably through a Direct Message on Twitter @AskHughes and after we have confirmed her then we can proceed to ensure that we are speaking to the account holder

Thank you,
–Andrew from HughesNet
#AskHughes

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Cat Fox
, US
Aug 14, 2017 11:49 pm EDT
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Replying to comment of AskHughes

I don't Twitter... I can be reached at [protected] or [protected] or at bobcatfox@hotmail.com

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AskHughes
, US
Aug 03, 2017 12:01 pm EDT

Cat,
We are sorry about the confusion, but, we would like to help you get this resolved. Please come here and leave a case# so that we can find your account and try to help you with your issue.

Thank you,
–Andrew from HughesNet
#AskHughes

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Cat Fox
, US
Aug 03, 2017 1:34 pm EDT
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I don't have access to case #'s or acct number at this time Hughes Network Systems — unethical behavior, fraud I am out of town. The account is under Catherine and/or Robert Fox 1975 Beatty Street Gardnerville NV 89410. The phone numbers associated with the acct are [protected] and/or [protected] Please let me know if this info will suffice.

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11:31 pm EDT
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Hughes unethical behaviour

After eight years with HughesNet I upgraded to Gen5- Minor internet usage is using a ridiculous amount of gigabytes, when I contacted support, they said they could not tell me why and then cut the phone conversation off. If this is how the company is operated there is a problem and I intend to follow through on it. Within 20 minutes of checking email, surfing for a few minutes I had gone through over two gigabytes of data and was told by customer service they could not track my data.
I find this very convenient for HughesNet after I have been locked into a two year contract with Gen5- The speed is fine compared to Gen4, but I absolutely believe they are ripping customers off trying to get them to upgrade to a higher data allowance.

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AskHughes
, US
Aug 07, 2017 2:25 pm EDT

Matikah,
We cannot track where your data has gone, but, we can make a SUGGESTION as to how to track it yourself. There is a software that you can use to track it called glasswire. You can download it at Glasswire.com. We hope that this helps you.

Thank you,
–Andrew from HughesNet
#AskHughes

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.

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- 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.

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

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