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Hughes Complaints 642

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10:00 am EST
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Hughes unethical business practices

I ordered Hughes Net in early October and paid $475.00 for what I do not know except the 1st months billing was included. On October 6th while the technician was pointing my dish my house caught on fire and burned to the ground. I contacted Hughes Net and told them what had happened and heard nothing back from them until November2nd when they debited my account for November's service causing me $178.00 in overdraft fees. I contacted the and they said that they would return that money minus the overdraft fees.We contacted them again and was told that they were not returning my money and the people that I was talking to were from India, so I asked to speak to an American and was told that that could not happen. Then on November the 13th I looked at my online bank account to find that $400.00 more had been debited from my account and upon contacting them was told that it was an early termination fee.I had no insurance so the said that they were going to charge me $200.00 more for the equipment so I canceled my debit card. They said they tried to contact me and could not reach me and my e-mail is on file with them. I would like to speak with someone in the company that could have a little compassion for my situation.

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IMPdancing
Apex, US
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Apr 20, 2011 3:37 am EDT
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Amazing the way this company thinks it can commit fraud! You need to go to your banker immediately, dear. Since you had no homeowners insurance, this company does not have to fear being examined by that insurance investigator. Such practices are carefully examined when insurance payments are made and they would not dare to hurt you. But since you had no insurance ... you will have to rely on existing consumer protection laws.

Your banker is trained to help you stop companies from accessing you ... if you are unfortunate enough to meet a dumb-bunny then ASK them for their FBI contact that deals with robbery in their area. Call that number and ask for an interview time. You have suffered enough loss and since this company uses international call service, you are now considered a victim of INTERNATIONAL crime. Good luck! And do go talk with your banker immediately.

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8:32 pm EST
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Hughes slow service and credit card ripoff

I signed up for their DSL service. They installed the dish and left. It was impossible to get online on the weekends. Very slow always.
We could not understand the people they had for help. We would give up trying to understand them.
When we told them we wanted to discontinue their service they told me I would owe them $400.00. I went online with Chase Credit Cards and found they had hit my card for about $370. dollars.
I never gave them permission to ever use my card. I do not know how they got the numbers as I was going to pay them with my Bank Bill Pay service.

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IMPdancing
Apex, US
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Apr 20, 2011 3:43 am EDT
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Amazing! Go immediately to your bank and talk with a loan officer of manager. Tell them clearly that you are a victim of INTERNATIONAL fraud. The billing and customer service being done in India qualifies you for protection as an American consumer in different ways then a normal American company even does. The banker SHOULD be able to direct you to their contact at the FBI for further help. Chase Credit Card must be called and informed of the unauthorized access ... it is a CRIME that carries penalty.

Companies have to pay for the privilege to access credit card. Each vendor has the riht to suspend access if the company is committing fraud. It looks like you need to inform Chase so they can REFUSE this company the right to charge to their cards at all. You have the power to make a difference here since you never authorized with charge. Go for it ... and remember. Under your posting, there is a listing of 10 more complaints on this company should you need to refer the FBI to this list so they have more material.

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8:42 pm EDT
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Hughes incompetant tech support

I woke up this morning ready to begin my job as a stay-at-home tech support person for a large company. As luck woudl have it, I was unable to get on the internet for the 2nd time in less than a week. Consequently I was unable to work.

This was the 3rd time this has happened since I was forced to purchase HughesNet satellite internet service since moving to a rural location that does not provide any other internet options.

I dreadfully called HughesNet Technical Support knowing full-well beforehand that I was gonna hear the "it's not our fault call your computer's tech support people" spiel (as I had heard the previous two times this had happened).

As luck would have it on the previous two incidents I was able to eventually solve the problem myself but not today. Nope, I had to call HughesNet and speak with 'Max', who did indeed give me the "it's not our fault" speech.

I called Dell Technical support and spent $130 and 1 1/2 hours re-installing Windows XP to no avail. I still couldn't get on the internet.

I called HughesNet again and talked to a guy named 'Andrew' who, after some diagnostics and conversation, determined that my problem was due to the fact that I had downloaded a service pack for some software that 'exceeded my allotted download quota' and therefore HughesNet had cut me off until midnight of the following day.

Only then did I learn that I had a 'download quota' and I would, in fact, be 'punished' if I exceeded it.
(I suppose if I look hard enough at the crap I signed when I signed up somewhere in a .5 font it talks about it).

I then realized that this is precisely what had happened to me the previous two times I had been unable to connect to the internet.

And only after 5 calls to HughesNet ("it's not our fault") and wasting $130 with Dell Support was I able to get a HughesNet tech support person competant enough to know about and explain the 'download quota'.

Man, I hate these jerks. If there was ANY other internet alternative other than dial-up modem these ###s would be history.

My advise to you all is to NEVER subscribe to HughesNet internet services unless, like me, you need the internet for your livlihood and you have absolutely no other alternative. And be prepared for total incompetance if you ever need technical support.

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alneal
Mesa, US
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Jul 25, 2015 4:01 pm EDT
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I have had similar problems with "HughesNet". I was having trouble with my computer, and they recommended their Home Tech. Support (powered by Sutherland Global). The salesman there assured me that they could fix the problem, but that I would have to pay $99.99 first. After paying the fee, the "technician" admitted that he could not fix the problem...but refused to refund my money, after he had wasted both of our time, and my money.
HughesNet probably get a kickback from this scam. As soon as my contract is up, HughesNet will be fired.
Another thing to watch out for, is your contract. If you don't cancel it, once it is expired, then the contract automatically renews, and you will be stuck with their inferior, pathetic service for another two years. They have every angle covered. Oh, and yes, you get a "download quota" so that you get the minimal service, for the maximum cost.

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9:24 pm EDT
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Hughes corporate office contacts

[HN9000] HUGHESNET Contact Information

Hughesnet Executive Customer Care

[protected]@hughes.net

[protected]@hughes.net

[protected] (Office of the President)

Current Pin # - 397158

New Pin Starting 10/26/09 is 913854

Complaints? Voice them to William Smouse @ ECC

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katty appelhans
pemberville ohio, US
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Mar 09, 2022 9:20 am EST
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I was on your customer support line to speed up my high speed net gen 5. the customer service was terrible they lied to me told me I was speaking to a supervisor when in fact they were just passing me from one customer service rep to another. talked to three different individuals who were all very hard to understand and rude. they hung up on my husband twice and put me on hold for ever. When they finally got the problem fixed they were dismissive and rude. I pay over $130 dollars a month and have to call in every other month due to slow downs.

Never got to talk to an actual supervisor even though I was put on hold for over a half hour. very poor service.

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vickie deluca
US
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Jul 29, 2021 2:40 pm EDT
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my landline phone has not been working since the last week of june. started calling on july 1 to report phone not working. is over a month now and still not working. tell me why it is taking this long to fix problem when they know what the problem is. am tired of the run around vickie deluca

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Callie Etheredge
US
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Feb 03, 2019 2:05 pm EST

To whom it may concern:
Be advised that I authorized my wife to call and disconnect our Hughes Net Service! On February 3rd, 2019 she called to disconnect! First she spoke with a female who insisted on knowing why we wanted to terminate. My wife stated we had moved on... but that wasn’t good enough! She asked again why we wanted to terminate! My wife stated we no longer needed it! Suddenly she couldn’t help my wife because the account was under my name... yet she had engaged in conversation with my wife regarding my account for several minutes! She suddenly had to speak with me! My wife called me on her cell phone and put me on speaker at which time I confirmed that I did indeed want the account terminated! I was then put on hold for several minutes! I was then transferred to “ the account cancelling” department! At this time I spoke with a guy named Eric! He repeatedly ask why we wanted to cancel our account! I told him we had moved! He then relentlessly attempted to stop me from terminating my account stating we are still under contract for gen 5! ( my wife disputes this) she is the one who pays the bills! He stated I would have to pay 100.00 for terminating my service two months early! My wife calls BS! I had the phone on speaker and my wife heard his overbearing attitude! She then took the phone and ask to speak to his supervisor! He first said he had all the information we needed! When she was persistent... he stated he wasn’t sure he could locate a supervisor! She again asked for his supervisor! He stated he was a supervisor... she stated no you are not..., you are in the “ account cancellation department! He said why do you need to speak to a supervisor... she stated because that is what you do when you are dissatisfied with information you are receiving! He still refused to transfer her! Prior to informing me that I would have to pay 100.00 early termination fee, he was real close to harassment in his persistence to get us to sign up with Hughes net at our new residence! Please address these issues with your employees and advise them that the customers are responsible for them getting a pay check ... no customers... no money to pay employees! Thank you for your attention to this matter! [protected]
Acct# Dsd9517920 and please continue with the termination!

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iowjhefdiosmxdqio
US
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Oct 22, 2018 12:01 pm EDT
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September 13, 2018
Dear Hughesnet.com
I am hoping to resolve my issues with you IP services
Username: dflentge1@hughes.net
List of cases numbers (#):
1. [protected]
2. [protected]
3. [protected]
4. [protected]
5. [protected]
6. [protected]
7. [protected]
8. [protected]
9. [protected]
10. Current (I hope still active) Case # [protected] Tech Support Ph. # [protected]
Modem/router Password: RYSB2799yBBE7237
Problems:
I am typing this document while waiting for you to load a page—employment application! You just freeze; imagine that, you are not functional.
Modem:
Problem with Epson not able to communicate to my laptop. Your Modem would not function via Wi-Fi to/from printer and computer. Again Still Waiting!
Dish alignment:
Addressed by technician with new hardware, what technician resolved had nothing to do with my Problems?
Download speed:
To my monitor, poor to non-existence
Your freeze my operating system to the point of the “Wheel” becoming problematic.
It’s you not Safari, Word, Outlook, anything that touches the Internet.
U-tube has never worked
Password reset:
My password that I use was 2024 until you failed to recognize my password and have me and everyone else uses the same reset password that you supply: welcome1. Seven (7) events over seven years. Can I stop this waist of my time?
Change Email address:
When I moved my service to another residence in the County, you changed my Email address. Why did you not inform me? Do you know how much work and miscommunication, leading to frustrations?
Outlook:
You have four (4) outgoing emails frozen on your mainframe, slowing my incoming Emails, for two (2) years. Messages are, “failed or was dropped”, by you. I was forced by you to use your Home Email. You average was five (5) tabs to open up your Home page. How much of my time do you waste?
I have had outgoing emails taking as long as fourteen (14) hours to deliver.
Simple replies and basic email communication have taken hours.
After two (2) years of error free Outlook, you did it again. You switched my IP address from the one originally provided to me from you, to one that was “Blacklisted”.
Outlook Pop-Up request to verify Password “welcome1”, this activated my send option. This randomly occurred several months ago. This has not worked in Outlook for four (4) years, what did you do?
Internet speed:
Research through search engines, Google, produces menus, (no pictures, and photos) that some times open approximately thirty (30) percent of attempts
The more images the guarantee the page will not load
Selections from the menu are chosen to open, in new tabs and windows makes no difference in speed and download.
Research needed for Corporation, health, jobs, and projects require me to have several tabs active simultaneously
Internet pages do not completely load, after much time if all images open at the bottom of the page, you scroll back to the top of the page except it has disappeared in to your “White Page”
Pages open slowly, (click, go have a sandwich) then maybe the page would load
Pages don’t open, “White Pages”
Tabs active are deleted
Opened tabs from pages close and don’t open
Tabs need to be constantly reloaded, with little to no success
Hyperlinks:
In Word and PDF documents does not function.
Favorites, failure
I must endure with your term “Cannot locate the Internet Server”
To fix your problems I have gone via:
Geek Squad
Microsoft
Apple
IT Associates
To seek help, every one blames you.
Cost for Technicians: $368. Out of my pocket. Why? Your technicians were not capable in my problem areas so I was forced to pay Professionals. They blame you.
Server problem areas are not problems from my Mac, or cloud obstruction. My laptop works flawlessly when using Wi-Fi at remote locations. Its you.
I need Internet access from a Internet Provider to do work, currently there is no recognition of functioning Internet access.
You constantly humiliate me by freezing, rendering my Laptop via You useless.
Wasted time and money
What does that cost?
I need a functional access to work!
What are our options?
Fix my problems that you created, I will stay a customer
Lose me as a customer
The most outrageous option is to drive the eighteen (18) miles round trip to go to the local library. The library Internet functions as an IP should function. Their value is I get one hundred (100) percent of my task accomplished. This option increases my cost in mileage and driving time. You however provide Nil to a very poor functioning service. Useless
At this point Hughes v. Library you lose, you provide no service!
Monday September 17, I will cancel your recurring debit payment from my banking account. Posted 20th monthly, HNS*hughesnet.com [protected] #5296
New contact Email: dlflentge@gmail.com

Thank you for any assistance you can provide
David L. Flentge
[protected]

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stinabab
US
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Jul 10, 2018 8:56 am EDT
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the only company that will put wifi in my house is Hughestnet. I got it installed for my internet and my smart tv. its the worst service i have ever gotten. its a stupid monthly payment, the wifi doesnt work and my equipment is super slow. i called them to have them cancel my account and instead of saying "let me fix your issues so we can keep you as a customer" they charged me $235 for taking the account down and $99 for a guy to climb on my room to take a transmitter down and to leave the ugly dish up there.

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hughesnetlawyer@gmail
US
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May 17, 2018 10:24 am EDT
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I come back from a long business trip, as a precaution I always reset my WiFi password. For some reason I cant reset the password on my router, contact customer service, we trouble shoot the problem, its determined that there is something wrong with the router. Hughes sends me out a replacement.
I get some strange emails that seem to indicate to me that someone is getting into my internet data.
I go to my.hughesnet.com and cant log in because my password wont work. Strange I have a desktop app that keeps track of all my passwords, I havent changed it so that means that someone has changing my password for me, the problem with that is that Im the only person who uses the account and I live alone. Customer service helps me reset the password...odd theres some strange email address in my account profile, the rep resets the password to this nuvpuwowa@hughes.net and I attempt to delete it but I get a pop up that says Ive entered a bad password and my access is denied. It goes on that the next day I attempt to log into my account and again the password is not accepted and I have to go thru customer service to reset my password again? And that weird email address is still there. I ask the CS rep who replies that they can only see my account email address not the odd ball email. The CS rep agrees to reset the password again, and I attempt to delete it nothing happens. I log in again the next the password again doesnt work, I contact CS, the still cant see the odd email address in my profile, they can only see my address. I go to tech support, who tells me that he CAN see the odd email address but theres no name or account number associated with the user? It seems to me that IT has a rogue user thats been getting into my account but each time the user gets into my account they have to reset the password, thats why my password never works. This is a clear violation of Hughesnet privacy policy. All I get is a "we will look into this" and we will call you in a couple of days.
A couple of days? Now up till now the customer service reps have done all that they can do to get this fixed. This IT representative has a could care less attitude.
DOES ANYBODY KNOW A LAWYER THAT CAN HELP ME WITH THIS? hughesnetlawyer@gmail.com

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Ausmerican
US
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May 01, 2018 7:15 pm EDT
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I have had it with this ridiculous Company! Seriously. December 2016 - the contract was well and truly over. The former account holder (My Landlord) called them to have it put in my name, as I was leaving for another address and he had no need for Hughesnet - he was using a more reliable service. I was already on the account as an authority and was paying the bill monthly. We were told - "No problem!" We now discover, his name has gone back ON the account and Hughesnet are refusing to remove it. They not only are trying to increase the monthly fee by $30 but are basically saying I have to enter a new contract to have it in my name. I am fighting cancer and get chemo twice a month and rely on this internet for a means of contact as well. Do they care? Nope!

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Overcharged Customer2018
US
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Apr 22, 2018 1:28 pm EDT
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In Sep 2015, I signed up for Internet with HughesNet. Today, sadly I didn't catch it earlier, I noticed I was being overcharged.

When I called the billing dept., I was told a variety of stories as to why the amount I pay each month is twice what I was quoted on the phone and the order email I received. First, I was told I was on a different plan than what I ordered. Then I was told that there was a different promotion than the email reflected. I was told I had accidentally changed my plan. I was told that I have used the full amount of data allowed each month, even though the location where Internet was set-up was a house that sat empty for 355+ days in 2017. I was also told that the additional amount was for a package deal. I get Internet only. Every time The customer service agent came onto the phone, he alway had a reason for the overcharge, but it never made any sense -- how can I accidentally upgrade my service without knowing?

I asked for The customer service agent’s name and badge number, and he gave me he name, and a case number rather than badge number. Then I asked to speak with a supervisor, suddenly The customer service agent was able to speak with the advanced billing department. He said that the 3 month overcharge refund was all that the advanced billing could authenticate as to my overcharges and they could not look further back into the account to verify payments. I am on automatic payment, is the company so technologically inept that they cannot see what a customer has paid over the years? We are speaking of 30 months if overcharge, not a few months. The customer service agent said to process any kind of refund, I would have to fax my original email to Hughes Net. When I said I don’t have fax service at my house, only Internet and I could forward the email to him, he said it had to be faxed.

“The reason that the advanced billing department gave for the $214.05 refund, is that all the further back they can process a refund.” I asked his to ask the billing department what the policy actually is that says it is okay to overcharge a customer by about $2000 and it is okay to keep 1800 of it. He went back to advanced billing to speak with the advanced billing department. When he returned to the phone, he said that the advanced billing department could process a refund for 6 months only. “He said that a customer must report the issue with the bill as early as possible for them to process changes or full refund on the account.” I pointed out that the story changed again. He suggested instead of filing with the local, federal, state, and BBB offices I just post the info on HughesNet website.

At this point, I asked to speak with The customer service agent’s supervisor. I was on placed on hold. I asked my husband to bet on the fact that The customer service agent would be back on the line and say that advanced billing could authorize 12 months refund. While waiting, I looked up Hughes Network Corporate Offices so I can call on the next business day.

The customer service agent keeps coming back to the call to report that the advanced billing department is doing further research, but each time he comes back to me, another person in that advanced billing department is on the phone and he has to speak to them again. I told The customer service agent to stay with on the phone call with the advanced billing department so that he can get an answer rather than checking that I am still on the line.

The supervisor came on the line. He gave me three reasons that there was an upgrade made to my account by 1) I was told that their assumption that a call was made by myself or on my behalf to make an upgrade, or 2) I or someone else went to the website and change on the internet, or 3) the fault was on their end that call was not documented and someone at Hughes Net had mistakenly upgraded account. He again said that the company could offer me a 6 month refund of $430 and that he would send corporate an email so an investigation would be conducted to see how the change to my account was made. I pointed out that there was still an overpayment of 24 months and thenI told The supervisor I had the number for corporate and would call on Monday and I would request a transcript of the 2+ hour call from today.

Customers – know who and where to report your Internet trouble to. BBB, FCC, Attorney General of your state, local utilities commission, state utilities commission, your senate, state delegate, and congressman.

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Tammie Bratcher
US
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Apr 02, 2018 9:35 am EDT
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my name is Tammie
I had internet connect on Thursday 03.26.2018, and my service has been horrible from the time it was connected. I am unable to watch t.v. print from my printer. The service is horrible. The technician that connected my internet, took the old dish off the roof and just threw it on the ground, he even had the nerve to ask to use my bathroom, and I have never in my life time since I've had my own home had a tech ask to use my bathroom. I live in a subdivision, and most sud-divisions has fees once a year. Also the property has to look up to par. The dish is sitting on the very front of my roof, and this is unacceptable. Every time I called hughesnet, the reps act as though they don't know anything or know what I'm talking about, this was very frustrating. They didn't want to connect me with a supervisor when I would ask for one, I was even hung up on by one of them. I was even told that the reason why my service was bad was because Montana was having bad weather, and I live in Indiana, now what kind of mess is that. I asked them that if Indiana has bright sunny 80 degree temps and Montana has a rain storm, it will affect my service, and I was told yes. This is so ridiculous. I wasn't told this when I was talking with the sales rep, this was one big thing that was left out, and this is something very important customer's should know. Hughesnet is only out to get whoever they can get. It's all about money. Hughesnet is a joke! I was also told that they only have one tech in my area, and he is the same one I demanded not to send to my home again, and that I have the right not to have him back in my home. Why is there only one tech in a large area...UMMM it makes one wonder. I just wish I had read some of these reviews before I went with them, because I most definitely didn't want the same tech coming out.

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Tammie Bratcher
US
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Apr 02, 2018 9:31 am EDT
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my name is Tammie
I had internet connect on Thursday 03.26.2018, and my service has been horrible from the time it was connected. I am unable to watch t.v. print from my printer. The service is horrible. The technician that connected my internet, took the old dish off the roof and just threw it on the ground, he even had the nerve to ask to use my bathroom, and I have never in my life time since I've had my own home had a tech ask to use my bathroom. I live in a subdivision, and most sud-divisions has fees once a year. Also the property has to look up to par. The dish is sitting on the very front of my roof, and this is unacceptable. Every time I called hughesnet, the reps act as though they don't know anything or know what I'm talking about, this was very frustrating. They didn't want to connect me with a supervisor when I would ask for one, I was even hung up on by one of them. I was even told that the reason why my service was bad was because Montana was having bad weather, and I live in Indiana, now what kind of mess is that. I asked them that if Indiana has bright sunny 80 degree temps and Montana has a rain storm, it will affect my service, and I was told yes. This is so ridiculous. I wasn't told this when I was talking with the sales rep, this was one big thing that was left out, and this is something very important customer's should know. Hughesnet is only out to get whoever they can get. It's all about money. Hughesnet is a joke! I was also told that they only have one tech in my area, and he is the same one I demanded not to send to my home again, and that I have the right not to have him back in my home. Why is there only one tech in a large area...UMMM it makes one wonder. I just wish I had read some of these reviews before I went with them, because I most definitely didn't want the same tech coming out.

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2:21 pm EDT
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Hughes falsely accused customer of sending out: spam-account locked

On 10/15/09 Hughes contacted me with allegations/charges that I was in review for possible violation of the Terms of Service Agreement. ( I have already used 1yr., of a 2yr., contract), for sending Spam being sent from my IP address, so this type of activity is a breach of thier Terms of Service Agreement and is considered a Severity Level1 Violation of there terms! 1st offense is: Account Lock! 2nd Offense would be a Account Termination. I currently was charges with Status of Severity Level 1! Notice that in the beginning of the letter is states that my account was UNDER REVIEW FOR POSSIBLE VIOLATION OF THE TERMS OF SERVICE AGREEMENT! Yet I am Charged and penalized with having my Account Locked! Hughes net doe's not have secure Web Mail Protection at all, I receive 30-40 Spam mailings every single day from them and have complained! All I can tell the Consumer is: 'BEWARE!" I DO BELIEVE THAT WITH SOME OF THIS SPAM MAIL THAT I DO GET DAILY FROM THE WEB OF EMAIL FROM HUGHES.NET, THAT POSSIBLE A WORM OR VIRUS CAME ALONG WITH THEM, ATTACHING TO MY EMAIL ADDRESS BOOK THEREFORE SENDING OUT MAILINGS? BUT THAT IS A GUESS. MY ANTI VIRUS IS PC CILLIN WITH TREND MICRO, AND I HAVE ALWAYS KEPT MY ANTI VIRUS PROTECTION UP TO DATE AND SCANNED MY COMPUTER COMPLETELY ON A DAILY BASIS, AND NEVER SHOWED ANYTHING BUT "INFECTED FILES FROM HUGHES.NET AND THIER EMAIL CONTRACTED COMPANY THAT HANDLES THIER EMAIL: MOTIVE COMMUNICATIONS. I HAVE ADDRESSED THE CEO OF THE COMPANY AND SENT LOGS OF THESE FACTS. OF COURSE NO RESPONSE! IN ORDER TO HAVE MY ACCOUNT OFF LOCK, I MUST SIGN A LETTER FROM HUGHES, SIGNING WITH MY SIGNATURE THAT I HAVE ANTIVIRAL SOFTWARE IN PLACE AND RUN A COMPLETE SYSTEM SCAN TO DETECT ANY VIRUSES (INTERESTING SINCE I SUSPECTED THEM TO HAVE SENT IT THROUGH SPAM!) IN ADDITION, I HAVE TO CHANGE MY EMAILL P.W., ALONG WITH MY DSS PASSWORD. IN THIS EVENT THAT WE DO NOT RECEIVE A WRITTEN RESPONSE FROM ME, THEY WILL NOT UNLOCK MY ACCOUNT. THIS IS AN ENFORCEMENT OF THIER TERMS OF SERVICE AGREEMENT!
**QUESTION:
WHAT ASSURES THE CUSTOMER (I AM A HOME CUSTOMER), THAT OUR EQUIPMENT WILL NOT BECOME TAMPERED BECAUSE OF SECURITY OF HUGHES WEBMAIL BECAUSE OF LOUSY ANTIVIRAL SERVICE!?

I WAS A CUSTOMER PRIOR WITH BELL SOUTH/ATT FOR OVER 3O YRS., AND NEVER HAD THESE KIND OF PROBLEMS! BECAUSE I LIVE IN THE RURAL PART OF TENNESSEE I COULD NOT GET DSL FROM AT&T IN MY AREA AND THAT IS WHY I CHOOSE HUGHES, AND IT IS NO FASTER THAT MY DIAL UP WAS! BEWARE OF WHAT YOU ARE GETTING YOURSELF IN! I HAVE HAD A NIGHTMARE EXPERIENCE WITH HUGHES! I HAVE BEEN CHARGED, GUILTY, AND HUNG! I AM INNOCENT OF ALL ALLEGATIONS AND WAS NOT EVEN AWARE OF ANY OF IT UNTIL I RECEIVED A PHONE CALL FROM HUGHES, AND THEN THIS LEGAL LETTER CAME 3 DAYS LATER. WHEN I ASKED TO SEE THE PROOF OF THE CHARGES I WAS NOT SHOWN YET, AND IS ONLY HEAR SAY, AND AM STILL WAITING FOR THEM! I DON'T EVEN EMAIL THAT OFTEN! I AM VERY INSULTED, HURT, AND DAMAGED BY ALL THESE ALLEGATIONS! I AM A INNOCENT CUSTOMER!

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Hughes misrepresentation of (fap) fair access policy

HUGHESNET: CONSUMERS BEWARE / CAVEAT EMPTOR

Per Hughesnet Customer Care...

Hughesnet Customer Care: What activities may cause a subscriber to exceed their download threshold? Some activities are more likely to exceed the download threshold and trigger the application of the Fair Access Policy. Several examples are listed below.

Hughesnet: Full-length movie downloads.

Horizon Entertainment: This is an untrue statement. According to various Hughesnet representatives I've spoken to at Hughesnet, you can exceed the FAP in just 7 or eight minutes of download time.

Hughesnet: Continuous downloading or viewing streaming media content such as audio or video programming.

Horizon Entertainment: This may actually be a true statement, however, according to Hughesnet representatives I've spoken with. the FAP can be exceeded with just viewing less than 10 minutes of streaming media content.

Hughesnet: FAP limits can easily be exceed simply by the hosting of server devices such as email, FTP or Web servers.

Horizon Entertainment: According to the Hughesnet representatives I've spoken with, simply using an internet server for your business will greatly slow down your internet speeds, as well as greatly increase the liklihood of exceeding the Hughesnet FAP limits (which includes "Automated computer to computer connections used for the archiving of local computer content")

Hughesnet: Simultaneous downloads.

Horizon Entertainment: While this is also a true statement by Hughesnet, simultaneous file downloads are completely unacceptable to Hughesnet and doing such downloading will likely cause you to exceed the FAP set forth by Hughesnet.

Hughesnet: Downloading large files will cause you to exceed the Hughesnet FAP (i.e., file sizes that are close in size to the download threshold of your service plan):

Horizon Entertainment: I would simply say that downloading any streaming video or such files, of any kind, is very likely to subject you to exceeding the FAP limits set forth by Hughesnet. Remember, according to Hughesnet representatives, downloading 7 or eight minutes of streaming video or such types of information will automatically subject you to exceeding the Hughesnet FAP.

Hughesnet: Excessive downloading or use of the services described above may cause subscribers to be affected by the Fair Access Policy, or in severe cases, to be terminated from the service:

Horizon Entertainment: Again, this is a true statement, but the Hughesnet definition of "excessive downloading" is very narrow and very, very, limited.

Hughesnet Customer Care: What will my Internet access be like if I exceed the download threshold?

Hughesnet: When the download threshold is exceeded, you will experience reduced download speeds for approximately 24 hours. During this recovery period, the HughesNet service can still be used for activities such viewing emails and Web surfing, but speeds will be significantly slower than your normal browsing experience.

Horizon Entertainment: Based on my experience, this statement is completely untrue, which in essence, is probably my biggest complaint against Hughesnet, their advertising, marketing and their Customer Care Statement.

Horizon Entertainment: During the FAP you will simply not "just" experience reduced download speeds. This is an almost complete misrepresentation of terms. Nor during the Hughesnet FAP recovery period, will you be able to continue receiving emails ... This is simply NOT TRUE. For example, today, during the FAP recovery period, I have NOT been able to retrieve ONE single email.

Horizon Entertainment: In regard to Hughesnet saying that internet speeds will be "significantly lower, " surfing the Web is virtually non-existant. During the FAP recovery period, internet speeds are much slower than dial-up and sometimes, internet access does not exist at all.

For example, the Hughesnet Customer Service representative that I spoke today said that with my current Hughesnet plan, I am normally able to dowload approximately 60 MBs in one minute.

The Hughesnet Customer Service rep went on to tell me that I DID HAVE internet access, because throughout the day, I was able to download a couple of 2 MB and 5 MB files.

When I told him that (according to what he just said) I had been able to download less in ONE day, than I normally would be able to in ONE minute, he simply responded by saying ... "Sire, I'm sorry Sir, but you are under the Hughesnet FAP and there's nothing we can do about it (despite the fact that this is completely contrary to how the Hughesnet Customer Care website actually reads and/or would suggest).

Again, based on my understanding of Hughesnet's adverting, marketing and their Hughesnet Customer Care guidelines, I personally feel that things simply do not add or match-up with what Hughesnet promulgates in their advertising, marketing and Customer Care terms of service.

Horizon Entertainment Hughesnet Case #[protected]

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Jason Ferguson
Lakeland, US
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Jan 06, 2010 7:10 am EST

As a victim of DirectWay/HughesNet I can only say that for several years we had no issues with the system. Two years ago we were forced to upgrade modems as part of their system update to increase speeds. Since then it has been nothing but a problem from hardware issues to inept customer service based outside the United States. If the customer service issues were not a nightmare imagine our surprise to learn that to go along with an increase in costs the bandwidth allowance was cut in half for the FAP.

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Hughes fradulent advertising

File a complaint with the Federal Communications Commission!

Go here: http://esupport.fcc.gov/complaints.htm

Here is my complaint... This complaint is regarding HughesNet’s Fair Access Policy. HughesNet’s television ads clearly imply that their service is far superior to dialup internet. Sometimes that is true, but often it is not true. If the consumer exceeds bandwidth usage, HughesNet throttles your account down to nearly no bandwidth at all. HughesNet provides no information to the consumer regarding their current status of use of their bandwidth. None of this was made obvious by HughesNet in any of their advertising

Of course, if you are willing to pay considerably more for your service, you can eliminate this problem. In my opinion this is like a “loss-leader” advertisement. They hook you with one price, only to require a much higher payment to actually receive the advertised service capability.

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gstan1952
West Palm Beach, US
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Apr 20, 2010 2:21 pm EDT
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You got that right !
Most of the time, my download speeds go down to 5.4kbps. Which is ridiculous!
They claim "Fair Access Policy", but when they decide you've exceeded your limit, they
cut you off from internet access for 24 hours. Even though your still paying for the service!

garystan

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Hughes rebate hassel

When I first signed up for Hughes Net I was told it would be free installation. This was a lie! I had to pay$245.00, because they would not let me lease the receiver. They said because I lived in Vt. I had to buy it. Because I had to buy it they could not give me free installation. They told me I would however Qualify for two rebates- $100.00, and a free months service. I am college educated and not computer illiterate. It has taken me over 2 hours to get all the information needed to do this. I hope I get it.

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Hughes I have numbers to call!!

I have answers and numbers to call. I have gotten the run around from everyone at the HUGHESNET site and phone tree. Talking to them is like talking to a brick wall with spikes. BUT...yours truely has found numbers and info for you to talk to AMERICANS that will hopefully do you some good. I have talked to them today and it SEEMS that i might have gotten somewhere! WOOT WOOT. call this number [protected]. I called this number and pressed 6 and then waited and pressed zero. I asked for complaints dept. and this very nice lady Camilla (actually her name cause she is an AMERICAN!) took all my info and said she would call me back...get this...SHE CALLED ME BACK WITH IN AN HOUR (I KNOW!) Camilla apologized for the crappy service that i had gotten since getting this system, credited me a months service, and...TOLD ME THAT THE PEOPLE I HAVE BEEN DEALING WITH LIED TO ME! An actual admission of this crap!She has a "go to" guy in her office and his name is Ronnie...Ronnie is going to call me on monday and he is going to fix my issues. I told her about my install "problem" with no place to go with the dish and having to shell out extra $$$$ for a pole and she is going to see what she can do about getting me reimbursed for that cost as well! I told her that for this area and for as many people i have talked to about this "having to have a pole" and being scammed. She said this was not right and that she was going to see that this practice was stopped! I certainly hope this helps anyone who has been having these problems! I am going to try to post this link and see if it works...It is to the BBB..has addresses phone numbers and email address. Even provides the address to the place i called! At least there is a place to throw eggs and protest...haha. Good luck and please let me know if this worked for you! My email address is [protected]@hotmail.com. Here is the link: http://www.dc.bbb.org/report.html?national=y&compid=9864 Copy and past to your browser...Happy hunting everyone!

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Ron Card
Charlotte Court House, US
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Apr 05, 2010 7:27 pm EDT
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We've had HughesNet service for over 5 years so far. For the past 4 years, yes, we had our share of slow/no speeds issues. Were very mad! We upgraded from the 4000 to the 7000 modem a few years ago and then speeds gradually slowed down at certain peak times of the day. Our service speed was up and down, just marginally adequate, but we have no choice out here in rural central Virginia. About a year ago, the 7000 modem began needing periodic disconnecting of the two cables to reset the modem and get the speed back up to par. That was fine once or twice a day. But speeds still slowed or died, so, through an internet search, someone revealed the Hughes corporate phone number in germantown, MD. We called and quickly got connected the HughesNet CEO, William, who carefully listened to our issues, acknowledged them and was very courteous and apologetic and put us under executive customer care. William graciously upgraded our modem to the then new, HN9000 series for FREE and switched our service from the older, over-crowded satellite over to the then newly-launched satellite. To boot, he gave us a one month use credit. William was wonderful! After installation, speeds were quite fast, we had upgraded to the mid-level speed program which cost more, however, after several months, speeds again slowed down and we had to again disconnect and reconnect the two cables which did work and restored our speed for a day. In time, we got tired of having the chore of doing this, so we called tech support in India, starting at first base. They could not help us and transferred us to what was called, Prioritized Tech Support. The very helpful gentleman, I believe in the Philippines, solved our long-time problem in a matter of minutes. He had us go to, and make noteof this, customercare.myhughesnet.com and go to downloads area on the center right-hand side, and click and then click on the first download, which is for the 7000 and 9000 series modems for Windows users. This is called the Lan Client Config. Utility, and it configs Windows-based computers to obtain optimized performance. It took a minute to download and install and, presto! our speeds greatly increased to where they should have been, and the speeds stay consistent throughout the day--no issues. Finally. We strongly suggest trying this route. This is the Tweek you need! Also, Hughes has solved, sort-of, the issue of exceeding the Fair Use Limit by issuing a free restore token, one a month, and beyond that, a small fee to pay to instantly restore speeds. So, for us, everything has been rectified. We tip our hat to CEO William and Hughesnet. Ron & Linda in VA. 5 April 2010

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Hughes terrible service

I ordered Hughes Net satellite internet the first week of August 2009. It was installed on August 15, 2009. After a few days, I noticed that the speed had dropped to even slower than dial-up. I called Customer Service and told them to disconnect the service because I was not paying twice as much money for slower service than I was getting with dial-up internet. They informed me that I was only allowed 200mB of downloads per month and if I went over that threshold, it would slow my computer down for that day, but would refresh every 24 hours and that I should be okay the next day as long as I didn't download anything else. So I agreed to keep the service for the rest of the 30-day period in which I would be able to cancel without obligation to contract. Just a few days after that, I was again experiencing problems and wasn't aware of anything else being downloaded, so I called Customer Service back to explain the problem. I was connected to someone who did not speak English very well at all--I was having trouble understanding anything she was saying. So I politely asked to be transferred to an American, but she refused. So then I asked to speak with her supervisor, but she refused this also. WHAT GOOD IS CUSTOMER SERVICE WHEN THEY REFUSE TO HELP YOU! So I hung up very angry and frustrated and now I'm stuck in a 2-year contract with something that's not worth what I was paying for dial-up. I will tell EVERYONE I meet not to ever do business with Hughes Net because they are the worst excuse for a company that I have ever had the 'displeasure' of dealing with. This is one customer that will not be a repeat, nor a source of referral for the company. My first suggestion would be "SERVICE AFTER THE SALE"--you just can't wrong with that. My next suggestion to them would be to hire people that can at least speak English, even if they are not from U.S. I could go on and on, but I think I have made my point very clear.

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Hughes hughesnet sucks

Hughesnet SUCKS! Initially, I paid like $600. to have the service installed, then $59.99 per month. Within the last year or so, I kept getting this "Fair access policy, " where they basically shut your internet down for 24 hours. Also, for several months now, my service has been slow or not working at all. I called the tech support line, where I was told I needed a new modem. I asked the tech if this would fix it, and the answer was, "yes." After paying $125.00 for the new modem, I had no change with the poor signal. I called again, with yet another person who I could barely understand, telling me I needed a tech visit, which was billable, you guessed it at $125.00. I then proceeded to call and have the service shut off. The csr asked why, and I shared the above story. She offered to waive the tech visit charge, so I decided not to shut it off. The tech came out, telling us the feeder horn? on the disk had water inside it, and was corroded. He suggested we call customer service(?) and see if they would give us a new one. I called, and the man, (with an attitude, ) on the other end told me it was either $399. for a new set up, or $100. plus a $10.00/month lease fee. I have yet to call, since I'm travelling, but you can see where this is going. Unless these, "A double S'es" replace the equipment, no charge, no clease fee or contract, they are done!

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bill lampman
DECATUR, US
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Oct 10, 2021 2:04 pm EDT

i have already wrote a complaint and this damn service didn't let me oost it

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bill lampman
DECATUR, US
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Oct 10, 2021 2:03 pm EDT

i have had nothing but he-- out of hughes net they are way worst than dial-upwitch i don't have the option of anymore as there are no telephone lines in the country where i live. trust me when elon musk get his system up and running everyone on earth will run to it. starlink is it's name it will be up and going in about anther year or so not only for internet but also cell phones and tv he will become the richest man in the world by a long ways i'm going to buy stock in his company as much as i can bill lampman

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A.W.90s
US
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Jun 01, 2018 12:18 am EDT

The absolute worst, nonfunctional bs internet on the face of the earth. Same price as cable. Fifteen times SLOWER than dial-up, and they throttle you all day long through a "fair use policy." Even when the service works, which is only between the hours of 3 and 6 AM after said throttling, the connection is generally 1.2 mbps at best, assuming fair weather, no clouds, no wind, and of course your willingness to wait up to these cuckoo bird hours for a sliver of internet. Absolute robbery.

HughesNet is the most cretinous internet service provider on the face of the planet. They shouldn't just be avoided at all costs; they should be sued into oblivion!

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Robert Gunnison
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Jun 01, 2007 12:00 am EDT

Are you kidding me? My HughesNet runs at 2Kb or about 14 times slower than dial-up, yet costs $60 a month. I can cancel my 15 month contract at a cost of $700, so you figure it out.

The installer was so fat he couldn't climb on the roof so he charged me $132.50 which is a scam for the installer to make extra money, to install a pole into the ground. He told me to make the check out to him personally, not to Millennium Satellite. I was a DirecTV installer and am well aware of this scam. The rebate program requires copies of my invoice but I don't get an invoice. instead my business ATM card is charged every month, so the rebate is a scam too.

So what's my recourse? I tell you how to get even with these ###. Sue them in small claims court. It will cost you about $50 to file; you don't need a lawyer, but guess what? THEY DO! They're a corporation. So they spend at least $500 to defend themselves or lose by default. First you have to give them a chance to make good, so do that first. When you're not satisfied, sue them. The installer too.

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PBJelly
Leander, US
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Jul 15, 2015 9:18 pm EDT

I agree completely. Worst internet service ever. I would gladly go back to dial up. Most of the time my internet runs at 15 - 18kb. DSL, cable, not available. No phone line at this time, but the instant my two year contract is up, I will be switching to something that actually works. No point in begging cable company to put in cable, those greedy (deleted) only want to install cable where they can sign up a few thousand people. Still, no matter what, DO NOT SIGN UP FOR HUGHES NET! It is way overpriced for the service received. Should cost about a buck a month for service rendered. It should be closed down now, I doubt anyone would miss it, not like you get any connection anyway. Do not believe the commercials, I'm stuck for at least another year, don't fall into that trap. Get dial up, it's way faster, get unlimited cell phone service, it's cheaper and faster.

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crystal258
Brooklyn, US
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Jul 17, 2014 3:52 pm EDT

highes net should be closed down

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Hughes Net Internet Service Provider exists to legally “hook” customers in a two-year contract and force the client to upgrade their service. Hughes Net advertizes to a clientele that has no other possible ISP in their area except 56k dialup service. They promise, through false advertizing, to provide 1, 000k satellite service for the standard fee. Once...

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Hughes $350 termination fee on a free trial!?

Bottom line... Hughesnet.com incorrectly debited my checking account for $334.34 for an early termination fee. They immediately found the problem and "fixed it", they said. Well, fixing it means they will refund my money in 30 days! I spent a half hour with a hughes billing support agent (In the philippines). He said their standard operating procedure was to refund their mistakes in 30 days. After he put me on hold for a while and visiting with other support folks in his organization they were able to shorten it to 7 days. But that still does not seem like a reasonable time frame for them to "fix" the problem. Needless to say, I talked to two more support agents (Who said they were each the last line of decision making there was) who both told me they could not and would not do anymore to help me get the money back into my checking account within a day or two. I asked for a contact number or person here in the united states who might be able to help with this situation and he flat out denied that there was anyone to talk to. These folks have no idea what customer support is. So as it stands now, I have to wait 7 days to receive a credit. Will that happen? Who knows?

Let me also say that they have a pretty sneaky way of keeping you on the hook for service if you decided to cancel within the 30 day trial period. I canceled the service within the first week because it just wasn't fast enough for me to work from home. My new aircard is 2 to 3 times faster for almost half the price! In any case, when I called to cancel the service... And make no mistake, I clearly cancelled the account. The "termination department" support rep told me, since I have paid for my first month’s service already that I can continue to use it, but after that it will be cancelled. I said, that's fine, but I can't use it, it’s too slow. They also said I would receive an email that included instructions on how to return the modem and other things, otherwise I would be charged for those items. I asked when I would get the email, and they said just after the end of the month.

Just before the end of the month I decided to call hughes net to make sure things were cancelled, as I was concerned they had not sent me an email with the directions on what to return. I was surprised to hear that my account had not been cancelled, but was on a "pending cancellation" status. Parden my french, but what the hell does that mean? I cancelled the service right? “no sir, you elected to continue the service to see if you really wanted to cancel”. By this time I was getting pretty upset. If I would have called a couple days later I would have missed my chance to cancel during their 30 day trial and would have been subject to an early termination fee!

And all this leads me here today, finding they debited my checking account for the earlier cancellation fee of $334.34!

I understand things happen and people make mistakes, etc. But all i'm asking for is a reasonable turnaround time in getting my money. Is that too much to ask for?

And hughes net, I would recommend when a customer says they would like to cancel their service, you cancel their service and not play games. That’s bad business!

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Update by Unhappywithhughesnet.com
Sep 04, 2009 2:37 pm EDT

UPDATE: 9/4/2009 1:00PM

Good news. As I went to the BBB to file a complain I noticed a phone number next to Hughes Net's name. I called them number [protected]) and gave the operator a 30 second version of the problem. She immediatley forwarded to me to Rebecca (not sure who she is or what her title is) but she said she'd handle the refund right now. So I spent 10 minutes on hold while processed my refund. She came back and said she's placed the refund into their system and now we're just waiting for the bank to pick it up. She says it shouldn't take anymore than a day or two. Folks...this is all I was asking for. Rebecca...thank you.

Bad news. How many other folks are going through this same stuff. I think the group in the Philippines needs a good ole lesson in customer service from Rebecca.

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ibbunny
Portland, US
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Nov 07, 2010 7:52 pm EST
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wow, the hughesnet dealer can't read...

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Hughesnet Dealer
US
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Apr 10, 2010 10:07 pm EDT

Losers, You know good and well you signed the work orders and kept the system for more than 30 days and now are just whining for whatever reason.

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S L Hunter
US
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Feb 12, 2010 3:08 pm EST

Call the number mentioned above [protected]) and press 0 to talk to an operator! I had an unexpected military move and had to cancel my service early. I informed HughesNet that I would be leaving the state on 1 January and confirmed what equipment needed to be returned. I was told just the modem and cable. Long story short we moved halfway across the country and over a month later received a letter from HughesNet saying we had one week to return the radio assembly from the top of the satellite dish or we would be charged a $300 unreturned equipment fee. I made six different calls to customer service requesting an extension so that my husband could drive 1500 miles, climb on the roof, cut down the radio assembly, and mail it back. After the hours long, frustrating attempts at getting an extension and a guarantee that my card would not be charged, I was at wits end. As I was just sitting on hold for the sixth time in a week, I was googling HughesNet complaints and stumbled across the above post. I immediately hung up, called that number and spoke with a live, English-speaking individual who personally guaranteed she would prevent the charge from going through on my card and told me that my husband did not have to make the drive to get the radio assembly. She told me if I had any more problems I should call and ask for her specifically. I will never again use HughesNet nor recommend it to anyone, but it is nice to know that there are a few individuals that work for the company that can actually get things done.

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Bud Parker
US
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Sep 04, 2009 8:33 pm EDT

I'm a new account holder. 3 day ago my bandwidth suddenly dropped from around 750 to 800 kbps to 12 to 19 kbps. For 2 days I tried to find out if I had a virus or some Denial of Service problem. Well, finally I called Hughes Net. In fact, I called them 4 times today. Somewhere in India or God knows where.

The first fellow educated me about their Fair Use Policy. He was polite and methodical. The phone call dropped. I called back and talked to the 2nd fellow. We had an extremely poor phone line that dropped off. 3rd guy I could talk to. He again explained the "Policy" that punishes Hughes customers for having the unmitigated gall to actually use the service.

I asked the guy if he had a lot of complaints about the "Policy" and he indicated that he spent all day placating customers. I told him that the 3rd fellow that I talked to two hours earlier assured me that my Penalty Box time would end within 10 minutes. Of course, that didn't happen.

The 4th guy said that my bandwidth would continue to be unusable until tomorrow at 7 PM. That would be nearly four days with an unusable bandwidth of 12 kbps. I told him that logic indicates that Hughes Net is applying this ridiculous Fair Use Policy because they have inadequate resources to service their client base. The only other reason is to simply alienate their customers and make them drop their service at the first opportunity. That defies logic…

So, on one day I was naughty and utilized too much scarce bandwidth. After being denied service for 4 days I will be allowed to use the service that I am paying for. You can bet I will organize as many other Hughes Net victims in Mississippi as I can find. We need to inundate the State Attorney General and the Better Business Bureau and the Federal Trade Commission with thousands of complaints.

If you want in shoot me an email to budparker@ymail.com I will supply names, phone numbers, email addresses and snail mail addresses for you to file your complaint. It is time to tighten up Hughes Net. They mislead potential customers with their claim of 1 MB bandwidth only to inflict their Fair Use Policy after you commit to their service. Google “problems with Hughes Net” without the quotation marks to find thousands of livid customers!

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Hughes fair acess policy

I have had it with this policy that limits usage on a daily basis based on which service you purchase. I personally have the pro which allows you to download up to 300 megabytes of info daily. The problem with this is that most of today's software is a lot larger than 300 meg therefore you either have to wait until the hours between 2am - 7 am or go through the hassle of using download manager software. I prefer to do my own down loading. so after being with hughes net for over two years I am going to try Wild Blue at least they allow usage based on a monthly amount, which for about the same price I pay Hughes Net I get more high speed download time. Check out Wild Blue cause Hughes Net SUCKS!

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Hughes false advertisement.

Hughes.Net certainly wins the black ribbon for worst ISP I've ever had the displeasure of using. Upon moving to the somewhat rural area of Darlington, I had to use satellite internet for lack of a better choice. The salesman on the phone outright lied, saying that satellite would be perfect for things such as online gaming and networking with multiple PCs.

To make matters worse, they impose the FAP (The air is thick with puns) which stands for Fair Access Policy, a polite way of saying you can only download 200mb before they throttle you down to speeds that are almost as bad if not worse than Dial-Up, and having to wait 24 hours for it to "restore." However, in the end, there's nothing you can do if you lack better options, and Hughes.Net no doubt thrives on this sort of monopoly over rural internet users.

Armstrong Cable and Verizon also provide painfully close to my home, literally a short walk up the road, this could warrant whole new complaints about these companies on how they seem to have simply abandoned the 1800 block of the street and skipped over to the next road for no apparent reason. Simply, I am in a Bermuda Triangle of Telecommunications.

Although it is partly my fault for not researching as well as I should have, the thought did not occur to me, and many others, that an ISP could impose such ludicrous limits.

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linksage
US
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Jan 04, 2010 3:59 pm EST

We've got the same problem. We've been dealing with Hughesnet for years now, from before they went loco and started dealing the harsh 24 (more like 26) hour punishment period for going over their ridiculous limit.

Funny thing is, we didn't even know about the FAP until I went in and did some digging. In addition to that, I had to snoop around even more to find out exactly what that limit was, and only today found a page that tells us what we've used so far.

Trust me, this company would've gone out of business a long time ago if half of us had any choice. Personally I'd rather go back to dial up than deal with these jokers any more. It'd probably be faster in the long run (During their FAP period, speeds drop down to less than 1/3 the speed of dialup. At least you'd be able to actually download something, though!).

It's just a scam to get you to shell out more money for a higher cap. Unfortunately, even after a bunch of research, I can't seem to find any alternative other than dial up.

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Sol Solomon
Yucca Valley, US
Send a message
Dec 31, 2009 11:51 am EST

Yes! Hughes.net has been a great dissapointment, can't get Outlook e-mail to work, their tech support is just terriable to say the least. Very dissatisfied.
I have some $477.47 into their equipment and can't get things to work, and now I suspose they think to hold me to a two year contract!?
Isn't there some way to claw back and get rid of the "service"?

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8:05 pm EDT
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Hughes terrible isp

We live far up in Maine, in our area we have very few internet companies to chose from.

We were using Localnet which cost $9.99/month, it was very slow and we saw a HughesNET commercial on TV, which guaranteed highspeed internet and access from any area. So we decided to try this out.

A guy came and installed the satellite dish, which cost us $130.00 and we chose the cheapest plan they had which was $60.00/month.

Once we went online the speed was decent compared to LocalNet, but very soon our internet speed just dropped, it was even slower than dial-up. We looked through the paperwork and saw that our plan only allowed us to use up to 200mb of Bandwidth, if we exceeded this limit we would be penalized for 24hours and our internet would stay slow.

Pretty soon our internet kept getting slower and slower, we had all our backround downloaders shut off, to minimize the bandwidth limit, we also couldn't go to websites such as "Youtube" or it would quickly run up our bandwidth limit. Basically the only websites we could go to without crapping out our internet were pages with only text and very little pictures.

Even with the "green flag" our internet is still very slow and we have called customer support several times and have been given poor support where the staff can barely speak English and couldn't figure out the problem, they would just redirect us to a speed-test website and tell us to refresh it 5 times, which didn't do much for us.

We're done with HughesNET, we our paying $60.00/month for the same slow internet we had when we had $10.00/month dial-up.
I will be filing a lawsuit and I advise everyone to stay away from this low life ISP.

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John L Sparks
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May 18, 2007 12:00 am EDT

Internet service is virtually nonexistent. Technical Support insists that FAP has been met even though there is no evidence of this on the user side. Have filed complaint with the FCC. Seeking refund for poor service for several months.

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8:15 pm EDT
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Hughes damage to property

Unauthorized installation of Hughes Net Satelite dish to roof line of newly built rental property using lag bolts through the shingles. Tenant vacated at lease end. On Inspection roof leaks at installation site. Called multiple customer service rep. and they would do nothing. Was told it was not their problem. HAve a call in to Executive phone # but I doubt that will resolve the issue. Estimates to repair the roof are about $1000.00. Tenant is being held responsible for damage. All I want HN to do is come and get their satelite off of the damn roof. They will not. !

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sharonkaycee
Liberty Hill, US
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Feb 22, 2010 1:16 pm EST

wish i had read this before...they won't take the dish from my home either...

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11:13 pm EDT
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Hughes worse than dialup!

After upgrading from 56k dialup to the hughesnet hn9000. I decided it was time to finally do the much needed updates from microsoft i had been put off.
While it was downloading, i called and canceled my dialup service from bellsouth (I have had for 10 years now) . Within 2 hours i had reached the fap usage limit (200mb / day) . I was unable to load a single webpage afterwards. The connection would timeout before i could even load the yahoo mail home page. I read over the paperwork and discovered the fap that i was never shown or told about. It was in there. I setup windows and my download manager to start at 3:15am daily and stop themselves at 6:45am. Unfortunately, during the night the router shutdown 16 times. The next day i was without internet service for 2 hours. It finally came back up. I decided to do a speed test. The 192. 168. 0. 1 page said i was nolonger limited by the fap so i began my test. About 10 seconds later, my net crashed for 2 more days. Customer service? Thats a joke! You could have better support from local teenagers.

When the net service came back (On its on without changing anything on router or computer) . I thought i'd just skip the tests and go straight to my online game (Played on dialup for 5+ years) . Guess what. . . It timed out. I was shocked that my new highspeed internet couldn't even keep up with a basic online game. After some packet logging, i discovered at 99% of the udp packets sent out never reached their destination. I was receiving random packets that were not for me. I was also receiving 1000's of malformed packets. I started to look through the router and discovered turbopage ttmp status was down and qos was off. Turbopage ttmp randomly turns on and off all day and each time it does my internet service goes out for around 15 minutes. Sad to say, i had a much more reliable service, ability to play my online game, cheaper bill, and actually got more downloaded and done with my dialup service. I'm going to turn my dialup backon.

My internet went down before i could post the message. I had to wait 2 hours just to submit this complaint. I'd recommend bellsouth dialup over hughesnet. Hoping verizon's gets a real highspeed wireless service here soon.

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denham
Adelaide, AU
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Apr 15, 2009 7:35 pm EDT

Smokey,
Hughs. Net is not a company but only an e - mail address of one richard dobson (Fake) . Hughs. Net resides in peru. Contact with this individual is by e - mail or phone. Address is richard dobson, 645 pedro pascacio, mayobamba, san martin sm1, peru.
E - mail richard@mayobamba. Net, phone 51 - [protected].
I hope this has helped. Ps - his info was obtained from (Whois. Net)
Denham69

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Joshua Ripton
Newport, US
Send a message
Jan 06, 2010 10:26 pm EST

HughesNet is the worst ISP I have ever had!

My family and I recently moved down the road about a mile, for some reason our old DSL provider was out of reach. So we changed over to dial up through the same company (Fairpoint) upon the move. After about a week I couldn't take it, I thought this is the worst ISP I have ever experienced. Boy was I in for a shock. I saw a local TV ad for HughesNet and thought to myself, it’s got to be better then dial up 56k.

The HughesNet commercial advertises FREE standard installation. So this is great, high speed net and free installation...I'm hooked. So the technician shows up, of course we can't get the free installation which is TOTAL CRAP considering we have four satellite dishes on the house and a clear view of the S, SW sky. My friend from back in college, (who installs satellite dishes for a living) confirmed my two areas of attachment that I had recommended to the tech guy. But of course we get SCREWED and extra $275 for a custom installation. The tech then recommended that we install a pole with cement because yadda yadda yadda. So I said that’s fine do what you got to do but put it next to our deck post so it’s not in the way. He said that would be fine. I went to bed, since I had taken a night off from work to meet the tech guy, only to wake up and find that he had installed the pole about eight feet from where we had talked, t and drilled an extra hole into my NEW HOUSE, instead of running the wire where the other satellite cables go into the house. My excitement for high speed is the only thing that kept me from snapping on the guy.

So it's been a month now and I can't take it anymore. I must cancel my HughesNet account! We literally enjoyed the internet for probably ten hours in that month’s period of time. The CONSTANT disconnects, the inability to play a SIMPLE game online that dial up was able to play, the cost of nearly four times what we paid for dial up each month and the overall dissatisfaction during the installation process was too much to bare. On top of all this, upon canceling we find out that we were two days past the thirty day trial period that was NOT made known to us, in which case you can get out of the TWO YEAR SCAM they make you sign for half price disconnection fee or whatever it is, (I can't remember what it was exactly because I was so angry). A real company would have waved that fee anyways to prevent bad publicity through internet blogs and other means of expression. But not HughesNet! So now we are stuck paying $400 dollars to break the contract.

Then we get a little letter in the mail from our buddies at HughesNet. WE HAVE TO MAIL BACK THE SATELLITE/MODEM ETCETERA AT OUR OWN COST WITHIN 30 DAYS OR THEY FINE YOU ANOTHER $100! Then when they receive the crap, they then inspect it and can additionally charge you if "THEY SAY" the equipment is broken. Now how can a person prove or disprove it is broken if it is now in there possession? Or...you can pay a technician to come back to your house for $100 to inspect the equipment and take it off your hands, but not take the damn pole out of the middle of my lawn or fix the hole they drilled in my house.

So let me recap and add this up; day of missed work, (this number varies for each person that reads this) of $250, custom installation fee (which from my experience, I think the free installation is a bunch of crap and next to no one gets it for free) of $275, disconnection fee of $400, one month of service, (can’t remember how much it was so I'll say $50?) and to give the garbage back to them costs another $100. A grand total of $1075 for a month of the worst service I have ever seen, a pole stuck in my yard and a hole drilled into my house.

My words to the entire world are this, don't ever get HughesNet ever, if I could bankrupt that company I would, it is the worst service I have ever had the displeasure of barely using. If this gripe even stops one person from getting screwed by HughesNet, then I can die a happy man.

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Bud Parker
US
Send a message
Sep 04, 2009 10:19 pm EDT

HughesNet misrepresents their service. The Fair Use Policy, that is not mentioned in the advertising, is an inducement for you to upgrade (for more money) to another level that is poor service, too!

Time to file complaints:

Sit down and think through your complaint and put it on paper. Try to leave out the shear opinion, like, “They Suck! Stick to the facts. The internet is rife with unsatisfied HughesNet customers. Let’s get together, pass info, and complain to the FTC and your Attorney General Office.

1. Federal Trade Commission
The FTC site includes news and alerts, consumer protection and anti-trust information.
www.ftc.gov/
2. Google for your states Attorney General

HughesNet contact info:

HughesNet - Hughes.Net - Directway
Phone: [protected]
Fax: [protected]

11717 Exploration Lane
Germantown, Maryland 20876
It is best to write snail mail because the phone will often send you to Indonesia... No help there.

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madkow
Marshfield, US
Send a message
Aug 09, 2009 6:05 pm EDT

I agree...have had them for the last 10yrs. and every upgrade the service gets worse. It's still the only high speed we can get besides wildblue and from what I have heard and read about them...I will stay with hughsnet and my 200 meg very 24hours.

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xrandallx
N Vernon, US
Send a message
Aug 09, 2009 12:57 am EDT

yes i agree 100 million % HUGHESNET SUCKSSSSSSSSSSSSSS lol we have had them for 2 years and nothing but trouble. they are putting down more verizon dsl lines up the road so cant wait till we get that cause we are no longer under contract cause we filed a fcc complaint in april and it got resolved in may and they dropped our contract so we just pay month to month. gl with everything

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8:27 am EDT
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Hughes misrepresentatio

The reps from their company do not tell you of the restrictions concerning downloading. Than when you call to report bad service, you are informed of these restrictions. The idiot supervisor can tell you(Lorenzo) is that we should have visited the website to be made aware of the underlying restrictions that no one told you about. How do you pull up the website until you have service? All he can say is that is my problem! And than hangs up.
I have told everyone I know of these facts and have cost them at least 4 customers in my immediate area. If I stopped 4 people from buying the svc, and each one of them stops 4 people, I'm sure hughes net is losing lots of money for misrepresentation.
I now have a phone number to corporate headquarters([protected]) and will pursue this matter further!
Murphy Louviere

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Just a Girl wanting what is PAID FOR
Santa Barbara, US
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Dec 22, 2009 10:19 pm EST

YOU ARE ABSOLUTELY CORRECT! I just posted a similar complaint. I was told the best time to watch my NETFLIX movies was between 2am-6am PST! Yea right, I pay $80/mo. but need to wake up in the early dawn to do ANYTHING online! They (Hughes "foreign" techies) told me I am in the plan that provides 300 MB-- but I forgot to ask and they didn't tell me that, that was 300 MBPD (PER DAY versus per second, or whatever)-- it's running at around that speed...

Just a Girl wanting what I paid for...

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10:00 pm EDT
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Hughes rip off by service call

Updated my modem call their wonderful Indian rep and they could not register my modem and said I would need a tech to come out and realign my dish. The tech came out check the system call hughesnet registered my modem. Called me and told me he did not touch my dish that my system was fine it was hughesnets problem and that he wrote on his service ticket that there was no need for the call. Hughesnet charged me 125.00 because their tech's can't fix problems over the phone.

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About Hughes

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Hughes Network Systems, commonly known as HughesNet, is a provider of satellite-based internet services. The company caters to customers across the United States, particularly those in rural and remote areas where traditional broadband services are limited or unavailable. HughesNet's primary offering is its satellite internet service, which utilizes geostationary satellites to deliver internet connectivity to subscribers.

The service is known for its availability, as it can reach locations beyond the reach of cable and DSL. HughesNet offers various plans that differ in data allowances and speeds, designed to accommodate the varying needs of its customer base. These plans come with a built-in feature called the "Bonus Zone," which provides users with additional data to use during off-peak hours.

In addition to internet services, HughesNet also provides business solutions tailored for small and medium-sized enterprises. These solutions include business-grade high-speed internet and additional features such as enhanced security and business support.

HughesNet's equipment typically involves a satellite dish and a modem, which are required for the connection to the satellite network. Installation is conducted by certified professionals, and the company provides customer service and technical support to assist with any issues or questions that may arise.

While satellite internet is generally not as fast as fiber or cable, HughesNet's service is designed to support common online activities such as browsing, emailing, and social media engagement. However, due to the nature of satellite communication, there may be higher latency compared to other types of internet connections, which can affect real-time online activities like gaming or video conferencing.

Customers considering HughesNet should evaluate their internet needs and geographical location to determine if satellite internet is the most suitable option for them.
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- 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.

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- Summarize the main issue with Hughes in the 'Complaint Title' section.

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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.

Overview of Hughes complaint handling

Hughes reviews first appeared on Complaints Board on Aug 29, 2006. The latest review Disappointing Experience with Gordon's Moving and Mobile, LLC was posted on Mar 7, 2024. The latest complaint false charge on returned satellite equipment was resolved on Dec 21, 2014. Hughes has an average consumer rating of 2 stars from 3668 reviews. Hughes has resolved 134 complaints.
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