Hughes
reviews and complaints

Re: Complaint Against HughesNet Violation of Promo Agreement

On August 24, 2017, I responded to the HughesNet advertisement promo bundle (internet, TV and telephone) for $29.99 each. See attachments 1. The services that I only subscribed to are the Internet and telephone for $69.99 plus $14.99 equipment lease. See copy of the order summary attachment 2. I have Directv which is working fine for me so I did not subscribe for the TV Service.

I had difficulty with the Hughes Net telephone service provider because it would cut on and off during a conversation and the sound was garbled most of the time. I Have called the HughesNet Customer Care several times to report the problem, and I was told that the problem will be fixed but never was. Case number for the conversation with HughesNet representative to fix the problem (Case no. [protected], [protected]). Since I have an existing Vonage telephone service and can be connected to any internet provider including HughesNet, I have been using Vonage for my telephone service. However, every month they sent me a bill that is over and above what I contracted for. Naturally, I called the costumer care to lodge my complaint, and after a long, tedious process of passing me to one department to another, they ended up assuring me that they will fix the problem and that I just have to continue to pay $85.00 per month.

Recently, I received a bill of $591.12 9 see attachment #3). Again I went through the process but this time they are adamant that I pay the erroneous amount or they will cut off the internet service which they did. I can not understand how the $591.12 was arrived for I have paid $24.98 to place and order and $145.87 on September 26, 2017 for installation of internet service.
As you may note their next step would be to a collection agency to force me to pay the bogus bill. The whole deal stinks to high heavens and I hope that you can assist me in resolving this issue.
Sincerely yours,
Nelson F. Consumo
829 Redwood Court
Seymour, TN 37865

Hi,

I am emailing you to help me resolve a very serious issue. As you can see below, the service that was installed less than 3 months ago is still not working causing me to cancel the service. I have called since day 1 and weekly thereafter trying to get the service to work. I have spent hours and hours on the phone and in chat rooms with your team. I was told when I signed up I was under no obligation and could cancel at any time. I let the tech in to install the service, however, I left my house and when I returned he had already left without me signing anything or providing me with a contract or details to any contract.

My cancelation was due to Hughsnet not fulfilling their commitment to provide me with service. I do not think it is right that I have to pay a $400 Early termination fee. I have spent so many hours on the phone and been abused by your customer service team, that I thought I would try this angle and see if I could get someone to waive the ETF. I am also in the process of writing to the president and posting my experience on any website that shows your experience with Hughsnet.

From: HughesNet Customer Service Research
Sent: Thursday, March 01, 2018 5:27 PM
Subject: Feedback request on your HughesNet customer support experience

You've contacted HughesNet Customer Support on more than one occasion over the past 30 days. If your support need was for different issues, we trust all was resolved. However, if you had to contact us multiple times for the same problem, we want to fix that by learning why the problem re-occurred or wasn't fixed the first time. This brief 4-5 min. survey will help us improve your experience.

To help you recall your most recent follow up contact, here's a recap:
Account Number: DSS35967777
Contact Reason: Account - Inbound - Insufficient Customer Info
Case ID: [protected]

I sent in bank statements showing that i paid a payment in Dec 2017 after they told me that I did pay in Dec. I paid two payments in Jan 2018 which one of those payments should have been put on my feb bill because that is what I was paying my feb bill I just sent it in at the jan (paying early) but they told me that one of those payments in Jan was towards my bill from Dec. Which I stated that I paid my bill in Dec I faxed over my statements and it shows that Dec bill was paid. They still have not credited my account so I am 106.33 ahead on my monthly payments So I paid you 5 payments this year and you will be taking out payment for May so that will be 6 payments now my counting up to may would only be 5 payments so you need to adjust the payment that you already have to go towards mays bill I have sent numerous emails about this & nothing has been done about this I have already fax to your billing dept my statements months ago. Also I want my card taken off my account because you just keep taking my money & until this is straighten out no more of my money will be taken out of my account because i have tried to delete my card info but of course you made it so I can't. I will be contacted the Better Business Bureau if nothing has been done within a week.

I received my installation last Wednesday at around 5pm. The tech left after seeing the internet connect to a device but not operate properly. Second, that night I called technical support to be on the phone for over 30 mins to get maybe 20 mins of semi-adequate speed. (All I'm trying to do is watch Netflix, Hulu, or scroll Facebook. And not all at the same time either!) We go to work the next day, get home, to the exact same issue- there's 100% connection, no speed once so ever. Didn't bother calling technical support because I had worked all day and didn't wanna spend the rest of my night on the phone with someone who apparently cannot help me! Thirdly, tonight I call, spend 30 mins talking to someone who is redoing everything person 1 tried to do. Still nothing. My husband calls because I'm too agitated at this point to even try to go through it all again and spends AN HOUR AND A HALF on the phone with technical support during which time he's transferred FOUR different times, he's running around the house doing everything they ask with the devices, modems, etc. (he's worked all day we don't get paid for this). During the four transfers somehow my primary phone/account number disappears and now suddenly my secondary phone number is my primary. How does that even happen when all 3 times of calling the automated system pulled it up fine, first 4 technical support people pulled it up fine then somehow during a transfer of our call to another representative who can "better assist us", my number THE ACCOUNT HOLDER'S NUMBER disappears and secondary became primary like mine was not even showing up to them. Lastly, 9/10 times I try to pull up systemcontrolcenter.com it does not work. I have no trouble pulling up any other site on my phone except this one and the Hughes net customer care site stays loading my account info without ever finishing. I want this removed I've had it not even a week. A tech is scheduled for Wednesday, May 9, 3-5 pm "free of charge" and I just want it out my house. Also, if I had torn up the modem or if any damage at all happened I can see a tech not being free but why should I ever have to pay for a tech to come fix a service I pay for that you cannot ensure even work adequately. I don't need great, I need sufficient and this has been the WORST business I've ever dealt with!

-The technical support are all very friendly but were all unable to come close to solving this issue.

Was told from a outside contractor for dish Network when here fixing connection problem about Hughes net running a special for $19.99 a month, free installation, no charge for equipment, no contract. Thought it would be a good deal... Should of read all the complaints before we said we would try it. First month $80+ bill auto pay set up during installation, called and complained. Was told it was just a one month price and that was the regular price. Hard to understand anyone you talked to. Was told I signed a 2 year contract and would be $400 cancellation fee. The only thing I signed was the technician's computer saying that the installation was done and working. Have asked for a copy of my signed contract and they can't provide me with one. They say to go on their legal website and I can read what I signed, liers. They did say that they will lower my bill for 6 months but auto debit wrong amount again, had to cancel my card and after a few attempts was able to get an address to mail them a check.

Would love to join a class action lawsuits against them.

The customer service (what an oxymoron that is in connection to this company) is either non-existent or so extremely rude when you try to ask them a question. I was only trying to update my auto-pay after MANY attempts through my account on-line, and found out that they had REMOVED my auto-bill (with, of course, no notes in the file) and you can't update an expiring card without paying your bill IMMEDIATELY, and they don't know what happened...not to the auto bill that has been on my account since the date of install nor the removal of the auto bill nor the rebate that we were supposed to receive for the install nor the $5.00 credit for the auto bill on a credit card...USELESS. I will NEVER recommend this service and the day my contract expires I am having it DISCONNECTED, unless I finally get fed up and pay the penalty to have it disconnected early. It is a travesty for these people to still be in business!

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

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

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

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

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

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

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

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

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

Frustrated customer.

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

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

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

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

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

Sincerely Pat

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