Complaints

This profile includes complaints for Hughes Network Systems, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hughes Network Systems, LLC

  11717 Exploration Ln Germantown, MD 20876-2711

  
• 

  Hughes Network Systems, LLC

  2750 Anderson Creek Dr Greenville, NC 27858

• 

  Hughes Network Systems, LLC

  8413 Fountain Drive Unit 248 Murray, UT 84107

• 

  Hughes Net

  123 Highway Portland, OR 97223

• 

  Hughes Network Systems, LLC

  650 Adams St Toledo, OH 43604

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They want me remove and return the radio transmitter from the dish. I have artificial legs and cant climb a ladder to remove it. I am 80 years old Hughes want to charge me $100 to come remove it or over $200 if I dont return it.

  Business Response

  Date: 03/21/2024

  March 21, 2024
  
  
  Mr.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*****************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** ******* to address his concern with the equipment return policy. *** ******* mentioned the equipment was returned.
  Our Executive Customer Care representative notified *** ******* our records indicate an on-site visit was completed on March 6, 2024. The radio transmitter, the modem, and power cord were successfully received by HughesNet. On March 20, 2024 our Executive Customer Care representative issued a credit in the amount of $247.24 representing the unreturned equipment fee. This brings the balance to $0.00. Please be advised it may take collection 7-10 business days to update their records.
  We sincerely regret any inconvenience *** ******* may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.
  
  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for better internet service and called **** ******* and talked about service, agreed and accepted their offer. Two days later HughesNet came and installed the Dish and I signed what I thought was the work order. I was not satisfied with the service, even though they tried to improve it. As it was not what **** ******* had described. I was told they could offer better service for an additional fee almost like "bait and switch". When I told them I was not satisfied and wanted to cancel I was told I had agreed with **** ******* to a $400.00plus cancelation fee over the phone when talking with them. I was given any paper work when the dish was installed, so I have no written contract and do not know exactly what my monthly fees are or what the cancelation fee is.

  Business Response

  Date: 03/11/2024

  March 11, 2024
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** ********* to address his concern with waiving the termination fee. *** *** explained the account was canceled without a termination fee and he is waiting for the equipment return kit.
  Our Executive Customer Care representative confirmed the account was canceled without a termination fee and the *** tracking ****************** indicates the equipment return kit was delivered on March 7, 2024. *** *** was notified to please return the modem, power cord, and the radio transmitter no later than April 16, 2024 to avoid being charged an Unreturned Equipment Fee of up to $300. *** ********* acknowledged he understood.
  We sincerely regret any inconvenience *** ********* may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.
  
  Regards,
  Executive Customer Care Team
  ************

  Customer Answer

  Date: 03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed internet I reached out to HughesNet to get service,initially I was signing up for a12 month service plan for 25 fb of data, first month in I complained about not having services. No Wi-Fi, I would get notified that data would be used in a couple of days.so I upgrade that’s the problem they said. Went to 50 gigs a month. Same issue. I still complain they say it’s me. I live alone only 1 phone and 1 tv connected to service.and I work 2 jobs, again I complain about service they enroll me in another year contract. I call to suspend service cause if u cancel you pay a large fee. Put services on hold. I was told I would only be charged equipment rent.14.99 a month. 6 days later they take 96.23 and when I called . They stated it was a refund that I will get paid back for on march 16 th.but they took money from my account.

  Business Response

  Date: 03/12/2024

  March 12, 2024
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*********************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact *** ***** to address the outstanding matter regarding the performance of her HughesNet service, a payment drafted after suspending the account, and her request to cancel without a termination fee. Unfortunately, we have been unsuccessful in establishing contact with *** *****.
  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the 50 GB purchased with the service plan exceeded during the data cycles [data usage report is attached]. The subscriber agreement at www.legal.hughesnet.com contains specific language stating if the subscriber exceeds the monthly plan data, the subscriber will experience reduced speeds, until the next billing cycle. This Fair Access Policy is a tangible part of our service and we are unable to revise due to shared bandwidth with all our subscribers. The resolution for exceeding the data allowance requires the subscriber to budget their data allowance for the 30-day cycle, upgrade the plan to a higher data allowance, purchase tokens to be released from the throttled state, or use the time frame between 2:00 am to 8:00 am seven days a week with an additional 50 GBS free of impact from our Fair Access Policy. Ultimately, it is the subscriber's responsibility to budget the data allowance purchased with the service plan to maintain the higher speeds. Since the Fair Access Policy is part of our subscriber agreement canceling due to exceeding a data allowance is not a reason to waive the $190 early termination fee. However, the termination fee will decrease by $15 per month for each month of active service after the suspension.
  Considering the household is exceeding the data allowance, HughesNet can offer an upgrade to the Gen 5 100 GB service plan with the equipment lease fee and a $30.00 service discount for 6-months for a monthly rate in the amount of $79.98 before tax. Additionally, *** ***** can sign in to the registered customer support tool online with the user name to view the device(s) using the most data under 'Usage' and 'Wi-Fi Management'.
  Regarding *** *****'s concern with a payment drafted after suspending the account, please be advised the account was suspended on February 5, 2024 with the equipment lease fee in the amount of $14.99 plus tax. The account will reactivate on August 2, 2024. On February 6, 2024 we drafted $16.84 for the equipment lease fee for the February bill cycle. On February 10, 2024 we drafted $96.29 for the entire February to March bill cycle. On March 6, 2024 the equipment lease fee in the amount of $16.84 was taken from the payment. In light of our investigation, our Executive Customer Care representative agreed to refund the remaining payment balance in the amount of $79.45. The refund will post to the **** card on file within 1-7 business days. Going forward, the equipment lease fee in the amount of $14.99 plus tax will be drafted from the Visa card on file until the suspension expires on August 2, 2024.
  We sincerely regret any inconvenience *** ***** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********.
  
  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Hughes.net installed last March, acct # *** ************ which was promised to receive 25mb. After having their internet service for a month, I became totally dismayed with it. I use the needed the internet wifi as I have a heart monitor that transmits daily data to the Cardiologist, to.pay utility bills, communicate with my daughter in W. NYS and watch **** As time went on, I found the service was extremely slow or buffering for long times. I called the company rep who said he would adjust the settings. I promised him I would give it a 30 day trial before cancelling the service. During that 30 day period, there was no improvement so, called back and unplugged the modem. Then I went with DSL which proved to be more dependable. I had to wait until 12/31/23 for them to cancel the service. Then, I received a box with instructions to dismantle the outside part, package it and other items and return them. Being that the service wasn't what was promised, I feel I should receive a partial refund and be compensated for having to dismantle their equipment.

  Customer Answer

  Date: 02/13/2024

  I received (2) voice mail messages from a ************** from Hughes.net on Friday2/09/2024 stating she would like to resolve my complaint and would be calling one additional time. On Monday 2/12/2024 I tried to contact ************** via Hughes. net Customer Service and was told there wasn't a way I could contact her personally and she would only call me. In addition I was told they would only attempt to contact me (3) times and after that, they wouldn't attempt to resolve my complaint. I have never in my 60 plus years dealt with such a company.

  Business Response

  Date: 02/19/2024

  February 19th 2024
  
  
  **. ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re: ***********************
  
  Complaint ID: ********
  
  ****************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ****** has concerns regarding the HughesNet service. 
  
   After reviewing all pertinent information to this case we have come to the following conclusion. *** ****** stated that his service was slow and buffering and that he could not use the service. Upon further review of the account we did see that *** ****** called in about the issues with the service one time. We looked into the case and did see that *** ****** was offered to trouble shoot the issues with the service, as well as escalating the issues with the service to our TSC department and he declined both of these offers. Our records indicate that *** ******'s service canceled on January 1st, 2024 and he was charged $265.00 for Early Termination Fees. We spoke with *** ****** on February 15th 2024, during the course of our conversation *** ****** advised us that he was made aware of the terms and conditions when he purchased the service. Additionally *** ****** advised us during this conversation that he had declined to trouble shoot further and decided to cancel the service. According to the terms and conditions of service which can be found at legal.hughesnet.com "If a you cancel your service before the end of your 24 month service commitment you will be charged a service termination fee of up to $400.00 which will be prorated to cover the remaining period on the term".  Since *** ****** canceled his service before the end of his commitment he was charged the prorated amount of $265.00 in Early Termination Fees. HughesNet has found that the Early Termination Fees that were assessed to *** ****** are valid charges and we will not offer any refund of these charges.  
  
  We sincerely regret any inconvenience that *** ****** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
  
  Regards,
  
  ** *****
  HughesNet Executive Customer Care
  

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday 01/08/2024 I called Hughes Net to cancel my subscription to their home internet service. I was told when I called that I would be charged at early termination fee and final bill of $310.00 and I could have internet service until the end of 01/08/24. Shortly after my call I received an email saying I would be charged for another month of internet service and would have internet until 02/08/24. I called Hughes Net right away and was told because I did not call on 01/07/24 (Sunday) by midnight I would be responsible for not only paying the early termination fee but also another months worth of internet services. I called Hughes on 01/02/24 to find out what my early termination fee was and let them know I would be switching service to Spectrum. I explained that during my time with Hughes Net our data plan only worked about 2 weeks out of the month consistently. I believe Hughes Net is charging my card for another month of service on top of the early termination fee to retaliate for switching. I have attached my bill summary that shows my service and billing was through 01/08/24 so they have no ground in which they can charge for another month of service. I cannot unlink my credit card to avoid having this additional bill hit my card. I was fully prepared to be billed and to pay the early term fee of $310 but being charged for internet I will not be using is absurd. In fact we had planned to not have internet from the time hughes turned their service off until ******** came to hook up their services on 1/10/24. Please help, we cannot be the only consumer that Huges  Net has done this too.

  Business Response

  Date: 01/29/2024

  January 29th 2024
  
  **. ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re: *****************
  
  Complaint ID: ********
  
  ****************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that ************ has concerns regarding the HughesNet service. 
  
  After reviewing all pertinent information to this case we have come to the following conclusion. ************ stated that he canceled his service on 1/08/2024 and was charged for another month of service. Upon further review of the account we found that when ************ initially requested to cancel his service the account was set for standard cancellation. Standard cancellation is a scheduled cancellation of service that will take place on the next billing date. Furthermore we found that ************ called back later on the same day and requested the cancellation take place immediately and it was processed as immediate. During the course of our investigation we found that ************ was not charged any Early Termination Fees during the immediate cancellation of his account, we also found that the charges for the last month of service that ************ referred to in his complaint in the amount of $115.67 was refunded to the card on file on 1/27/2024. Since the account has been canceled and the fees charged to ************ were refunded HughesNet will not be taking any further action on this complaint as the issues ************ brought to us have been resolved.  
  
  We sincerely regret any inconvenience that ************ may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
  
  Regards,
  
  **************
  HughesNet Executive Customer Care

  Customer Answer

  Date: 01/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got HughesNet internet started in October at my new home in Rochester, MN. Since then, I've only been able to use the internet maybe 4 or 5 times - TOTAL. HughesNet should be able to see the complete lack of activity on my account. I have called numerous times and the most recent time I was told finally that my modem itself must be broken. They sent a brand-new replacement modem and the modem itself immediately is having the same problem. They are trying to charge me $150 to send a service tech out for an issue that THEY are causing and unable to resolve or even diagnose at all on the phone. Everytime I reach a service rep on the phone they tell me something different to try. We have tried every combination of unplugging and replugging, we've tried waiting 24 hours, 48 hours, 72 hours, etc. There is nothing blocking the dish and no bad weather. No snow, no ice, no rain, no wind. There is nothing blocking the modem, it isn't even by any furniture. It isn't' overheating. It simply says "Lan" and "Wif" but no transmit. I've paid for a few months of service only to be able to use the internet a handful of times. Phone reps offer partial refunds - BUT NOTHING has solved the matter. Even with the BRAND NEW modem there is still NO internet which I am paying for. This is beyond unprofessional. They're basically stealing your money and unable to provide the services you are on the contract for. I need the internet either fixed immediately or all money back so I can cancel services if you're unable to provide internet at this location. 

  Business Response

  Date: 01/31/2024

  January 31, 2024
  **. ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:       *************************
  ***************************
  Rochester, MN *****
  
  Complaint ID: ********
  
  Dear ***********************,
  
  In response to your letter to the Executive Customer Care Team of Hughes, it is our understanding that ***** ******* has some concerns regarding their Hughesnet services. Our Executive Customer Support representative reviewed all pertinent records on the customer’s account.
  
  Upon reviewing our records, we found that *** ******* contacted Hughesnet on 1/2/2024 to inform the agent that her internet service was not working. The agent had her power cycle the modem to try to restore the connection, but the modem was still receiving no communication. Because of this, the agent sent a new modem to the customer’s location and applied a $30 discount for the next 3 billing cycles since she had mentioned that the services had been down for a couple of weeks. She then contacted Hughesnet again on 1/4/2024 after she connected the new modem that she received and still was not receiving any internet connection. The agent informed her that we must wait 24 hours for the new modem to process any software updates before we can troubleshoot the issue. On 1/10/24 she followed up with Hughesnet once more stating that it still hasn’t reconnected the internet service. The agent walked her through some troubleshooting steps and was able to determine that a technician would need to be sent to her home to repair the services. The agent understood that the customer was frustrated that they had no internet service for several weeks, so the technician was sent out to the customer free of charge, and he applied a credit to her account totaling $72.62. Since the technician visited her home on 1/17/24, her services show that they have been restored and she has been able to use the services again (see attached).
  
  The credit that was applied to the account was for a total of 3 weeks of her monthly service cost for the internet outage. Along with the additional discount that was provided on 1/2/2024 she has received roughly $162.62 in credits towards her billing. The bill that generated on 1/11/2024 was for $60.95 and was covered entirely by the credit that was applied to her account, and she still has $11.67 of credit remaining on her Hughesnet account that will be applied to the February bill.
  
  We sincerely regret any inconvenience the customer may be experiencing. We hope that our actions will serve as a demonstration of our good faith. At this time, we respectfully request that our response to this complaint be accepted as closure to the case. Thank you for your consideration.
  
  Best regards,
  
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hughes was hired in Sept for phone service no cellular in area. Since then nearly every call results in the other party hanging up because my voice to be heard due to a one-way audio issue not caused by my new phone or home wiring. The phone is new and directly connected to Hughes phone box.. This has even occurred w/ Hughes numerous times while trying to have the issued resolved & I am repeated not called back. These calls are especially frustrating given MY time commitment and internet usage (also by Hughes)lengthy phone answering procedures, numerous holds & transfers requiring repeating nature of my issue. Since September, Hughes responses are wait and see if the problem persists & call usback. I do not always call because they often cannot hear me! Finally after 3 months, following an extended call to ************ after which the receiver told me I was not heard but he hated to hang up, having +/- 10 calls to that number Dec 6 when I was not heard, I insisted they do something and a work Ticket was created. Rather than record on the work order was a one-way audio issue, they stated it was due to dropped calls & I was assured it would be fixed. On 12/12 when the issue persisted, I called to check repair status & was told a NEW work order was required which properly stated the issue was one-way audio. Dec 20, after an extensive wait for customer service @ ************ i was hang up on due to the issue. I contacted Hughes, was transferred a number of times and i was offered a refund of under $20. I requested to speak to a supervisor & stated that if he did not hear me at any point in the call to call me back @ ************ (not cell #). No call back occurred, I called three more times, waited for the call process, transfer & hold for supervisors who did not pick up after I requested FULL refund of service fees. I have paid fully for full service and have not received that service in return but have only gotten a complete run around and false promises

  Business Response

  Date: 01/19/2024

  January 19, 2024
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:***********************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, it is our understanding that *** ******* has concerns regarding the one-way telephone audio issue with no resolution, work order issues, the assigned follow up call from a supervisor that was not completed, and her request for a refund.
  HughesNet appreciates the feedback regarding the customer service *** ******* experienced. At the end of the call, our customer should feel a one-one discussion relative to their particular problem was provided and feel they have engaged in a productive, positive conversation. We apologize for the difficulties with the work order and the follow up call with the supervisor. Please be assured we will provide enhanced training to our support team to address these concerns.
  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate an on-site visit was completed on January 18, 2024. The technician documented he re-pointed the satellite dish and extended the coaxial cable to allow the modem to me moved to a shelf. The technician completed a test call and verified the system was fully operational. On January 19, 2024 our Executive Customer Care representative attempted to contact *** ******* to discuss her concerns. Unfortunately, we have been unsuccessful in establishing contact with *** *******. Our Executive Customer Care representative will try calling again. Or, *** ******* can reach the Executive Customer Care division of HughesNet at ###-###-####.
  Regarding *** *******'s request for a refund, please be advised our records indicate two Better Business Bureau complaints were submitted: Complaint ID 20705922 on October 25, 2023 and Complaint ID ******** on October 27, 2023. In recognition of *** *******'s expressed concerns, on November 1, 2023 HughesNet issued a refund in the amount of $96.77 and we applied a $25.00 service discount for 12-months [see attachment].
  HughesNet is wholly committed to clarifying the nature of *** *******'s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with *** *******. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID***-***-****
  
  Regards,
  Executive Customer Care Team
  ************

  Customer Answer

  Date: 01/20/2024

  Please be advised that Hughes customer service called me once on Monday Jan 15 regarding my BBB complaint. I was not at home and the message went to voicemail. I have saved the voice mail. The caller (*** *** *****) did not leave a call back number and stated that she would call back Tuesday “a little earlier” and that if she did not reach me that day she would respond directly to BBB. On Tuesday, I rearranged my schedule to ensure that I was by the phone at all times….I was by the phone for 10 hours and no call was received. During that time i reached out to Hughes to request that the phone issue be addressed and was told a technician would need to come to my home. This was the first time that suggestion was made and indeed the dish was not properly set. During that call I requested to speak with Ms Ash Hardy or someone responsible for responses to BBB issues and was told it was not possible to forward me to anyone regarding the matter.
  
  What Kind of customer service provider calls, tells you they will call back tomorrow (at no specific time), then does not call, leaving the customer with no way to discuss the matter? I dedicated 10 hours to be available for that call!!! Previously when BBB has been contacted, calls from Hughes went to voicemail after ONE ring despite my call settings for voice mail set at 6 rings. One ring did not allow me time to respond and lead me to contact Hughes about their 1 ring setting in order to request that it be changed to match the setting I had previously selected for callers.
  
  Additionally When the technician arrived at my home He informed me the dish and wiring for the router were located in a less than desirable location based on my use locations. This information was disturbing as the dish I purchased from Hughes and wiring for the router were installed by a Hughes contracted installer and i requested that they be located in the best possible location. Based on where i use my internet (living room and kitchen) the second technician stated the installation location should have been in the living room or kitchen and not the upstairs 2nd bedroom.  
  
  The technician also told me that satellite internet IS NOT CAPABLE of adequately serving phone service which is why I was having issues with my Hughes phone service, yet Hughes collects a fee to provide my phone service. Although the phone service has improved slightly, the two calls I have made have had my audio drop during those calls.  After all these issues with Hughes,  I have learned that land line phone service at my location is by internet providers who also provide landline service if you have internet service with them….Hughes does not provide land line phone service, nor are they capable of providing acceptable satellite phone service, yet I am stuck with a 2 year contract which I would have to pay them to cancel. The customer service is terrible, the phone services unacceptable, yet they collect fees and lock users into unacceptable contracts…then when BBB is contacted they make one call, leave the customer with no way to reach the caller and so my complaint is a waste of effort…Why did it take so many months for Hughes to send a tech out to inform me of the shortcomings of Hughes service??

  Customer Answer

  Date: 01/20/2024

  Please be advised that Hughes customer service called me once on Monday Jan 15 regarding my BBB complaint. I was not at home and the message went to voicemail. I have saved the voice mail. The caller (*** *** *****) did not leave a call back number and stated that she would call back Tuesday “a little earlier” and that if she did not reach me that day she would respond directly to BBB. On Tuesday, I rearranged my schedule to ensure that I was by the phone at all times….I was by the phone for 10 hours and no call was received. During that time i reached out to Hughes to request that the phone issue be addressed and was told a technician would need to come to my home. This was the first time that suggestion was made and indeed the dish was not properly set. During that call I requested to speak with ** *** ***** or someone responsible for responses to BBB issues and was told it was not possible to forward me to anyone regarding the matter.
  What Kind of customer service provider calls, tells you they will call back tomorrow (at no specific time), then does not call, leaving the customer with no way to discuss the matter? I dedicated 10 hours to be available for that call!!! Previously when BBB has been contacted, calls from Hughes went to voicemail after ONE ring despite my call settings for voice mail set at 6 rings. One ring did not allow me time to respond and lead me to contact Hughes about their 1 ring setting in order to request that it be changed to match the setting I had previously selected for callers.
  Additionally When the technician arrived at my home He informed me the dish and wiring for the router were located in a less than desirable location based on my use locations. This information was disturbing as the dish I purchased from Hughes and wiring for the router were installed by a Hughes contracted installer and i requested that they be located in the best possible location. Based on where i use my internet (living room and kitchen) the second technician stated the installation location should have been in the living room or kitchen and not the upstairs 2nd bedroom.  
  The technician also told me that satellite internet IS NOT CAPABLE of adequately serving phone service which is why I was having issues with my Hughes phone service, yet Hughes collects a fee to provide my phone service. Although the phone service has improved slightly, the two calls I have made have had my audio drop during those calls.  After all these issues with Hughes,  I have learned that land line phone service at my location is by internet providers who also provide landline service if you have internet service with them….Hughes does not provide land line phone service, nor are they capable of providing acceptable satellite phone service, yet I am stuck with a 2 year contract which I would have to pay them to cancel. The customer service is terrible, the phone services unacceptable, yet they collect fees and lock users into unacceptable contracts…then when BBB is contacted they make one call, leave the customer with no way to reach the caller and so my complaint is a waste of effort…Why did it take so many months for Hughes to send a tech out to inform me of the shortcomings of Hughes service??

  Customer Answer

  Date: 01/20/2024

  I find it INCREDIBLY interesting that Hughes response stated they called me on Fri Jan 19. I was away from the phone from 9 until 11am..the entirety of the rest of the day I was at homeif they called while I was away, why was no MESSAGE LEFT? If they called while I was home, why didnt the phone ring? IN fact, why are there no records of calls from them on my phone on either the 16th or the 19th, despite records existing from another caller on the 19th? 

  Hughes is deceiving BBB and have misled me, the customer, about the services they have the ability to provide.

  I Have dedicated in excess of 20 hours to this poor service JUST THIS WEEK. The hours dedicated to this mess since its inception is completely unacceptable and is considerably out of line with the quality of service receivedall the while Hughes collect their fees for substandard services.

  I MEARLY wish to be relieved of the contract with HUGHES a desire refund of my equipment purchase and installation fees so that I can secure the services of an internet company who can provide acceptable phone service. Why is HUGHES allowed to collect a fee and trap customers in extensive contracts while providing less than adequate service? They advertised a 1 yr contract when I initially contracted with them, only to have the contract extended to 2 years when the service they sold me provided to be inadequate despite the salespersons reassurances it would suit my needs perfectly.  I am now seeking an agency that can assist me with ending the HUGHES contract as nothing i have done or the time i have dedicated has made significant improvements. Yes ONE call by the technician to HUGHES did not have audio issuesYET 2 other calls HAVE HAD ISSUES. HUGHES makes it as difficult as possible to communicate, despite my request that communications are in writing through their email system only to be told the system has GLITCHES>>>> Of course HUGHES has records but they do not make it possible for the customer to have access to those records or receive feedback in writing except when BBB is involved. 

  Customer Answer

  Date: 01/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  

   Complaint: ********
  
  I am rejecting this response because: I received a voice mail from a company representative who left only their first name and the companies general phone number. When I returned the call, the voice service could not forward my call because they required a first and last name. I have since then responded to the callers email and informed them that i have little to no cell phone reception and suggested they also try the phone number provided by Hughes although my voice may be garbled due to the frequent one way audio which is one of the issues I have with Hughes networks service.

  I am awaiting a response from Hughes.
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/01/2024

  February 1, 2024
  
  Mr.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:***********************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** ******* to address the outstanding matter regarding the voice being garbled due to the frequent one way audio issue with the HughesNet telephone service. The HughesNet provided telephone service and her cell phone provided service both had poor audio during the call.
  Our Executive Customer Care representative acknowledged a technician was dispatched to the site address on January 18, 2024. *** ******* reported the telephone service still does not work after the on-site visit and would like the issue resolved. The investigation of the on-site visit indicates the technician reported he completed a test call and the telephone service was okay. *** ******* requested the telephone service canceled to ensure billing stopped for the telephone service. HughesNet created an immediate cancel for February 1, 2024.
  *** ******* request credit for the telephone service dated back to the activation on August 4, 2023. Considering *** ******* first reported telephone issues in December, HughesNet agreed to issue credit in the amount of $104.88 representing the December balance and the January balance. The credit will appear on the February 10 invoice and apply towards the February balance. *** ******* reiterated her request for an additional adjustment for August, September, October, and November. HughesNet explained telephone issues were first reported in December and no further credit will be issued.
  Unfortunately, the poor audio made it extremely difficult to communicate by telephone and *** ******* requested a response via email. Our Executive Customer Care explained our response will be sent via email through the Better Business Bureau and we sincerely regret any inconvenience *** ******* may have experienced. We are appreciative of your efforts in facilitating contact with *** *******. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********.
  
  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The beginning of September i canceled my service with no balance due. On 10/6/2023 my account was charged $42.35. On 10/27/2023 my account was charged $94.17. I had no service in October. I contacted customer service and was told to *** the equipment back which I did on November 2 2023. I was informed my account would be credited both of these amounts upon receiving the equipment. I was credited $41.13. I contacted customer service and was told that I would not be credited the $94.17 with no explanation. How can I be charged for service that was canceled in September.Reference #*********

  Business Response

  Date: 01/08/2024

  January 8, 2024
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*****************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact **************** to address the outstanding matter regarding charges after canceling the account and her request for a refund. Unfortunately, we have been unsuccessful in establishing contact with **************** and received a message stating the voicemail box has not been set up yet.
  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the September invoice generated on September 10, 2023 for a balance in the amount of $62.34 representing an upgrade from the 50 GB service plan to the 100 GB service plan. **************** contact HughesNet on September 12,2023 requesting to cancel the account. ********************** generated her cancel request and scheduled the termination for the end of her bill cycle of October 10, 2023. HughesNet received a partial payment for the September balance in the amount of $42.35 on October 6, 2023. An October invoice generated for $94.17 representing the remaining past due and October bill cycle. HughesNet issued a refund to the **** card on file in the amount of $41.13 on December 12, 2023 and $53.04 on December 16, 2023 totaling the $94.17.
  We sincerely regret any inconvenience **************** may have experienced and are hopeful refunding the October payment will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.

  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:12/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Searching online for ISP at a potential new home rental for me. I work from home and and we have a set of requirements like speeds and applications to complete daily tasks. Prior to commiting to moving to the residence I spoke to Hughesnet rep. I was very specific about my requirements for work and told that I would have fast and reliable internet -no doubt in mind. So I move into the new residence, the HN tech gets everything up and running. Soon I notice I have really bad connection issues and can't use any of the apps that were discussed when I got the service. The sales rep bait n switched me. Since then they offered 2 solutions prior to canceling ...1. add a VOIP line, and 2. added 200GB upgrade to help w/latency. This got very expensive for me being pushed into a situation where they use deceptive practices to acquire customer, then can't fulfill the service, and then offer solutions that just increase the price and never fix the underlying issues. I spoke to a rep a couple weeks ago that cancelled my account who also assured me that I would not be responsible for the "Early Termination fee" and to just follow the return Merchandise instructions and be done w/this. Then I called again today to confirm this is cancelled and the manager says that I'm now responsible for the early termination fee that was already promised to be taken off of my account. He is also requesting that I put my demand in writing and send via fax ************ and they will look into it. I will also put my demand in writing but let this serve as a demand for eliminating the Early termination fee, the 447.82 balance, and clear instuctions to send back any merchandise. A bait and switch advertising (especially on a recorded line) is grounds for an action of common-law fraud, unjust enrichment, and sometimes a breach of contract. Also a violation of the consumer Fraud and Deceptive Business Practices Act.

  Business Response

  Date: 12/28/2023

  December 28, 2023
  **. ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  
  Re:       ***************************
  ******************************************
  Anthem, AZ *****
  
  Complaint ID: ********
  
  Dear ***********************,
  
  In response to your letter to the Executive Customer Care Team of Hughes, it is our understanding that *************************** has some concerns regarding their HughesNet account. Our Executive Customer Support representative reviewed all pertinent records on the customers account.
  
  Upon review of **. ******* case history and records we discovered that he was having issues with using Wi-Fi calling for work. Our agents informed him that Wi-Fi calling is not recommended on Satellite internet services due to the latency involved, to which **************** stated that he was not informed of latency being an issue for his services when he spoke with the sales team. We have reviewed the sales call, and they did provide the customer with a text of all terms and conditions of the services for him to review (these can also be viewed anytime at www.legal.hughesnet.com)and agree to before proceeding to enter his credit card information to sign up for the services. The sales agent also informed the customer that with satellite service, the data must travel up to the satellite and back, which will cause delays. When a customer is trying to do any online activity over satellite internet, the signal must travel approximately 88,000 miles, causing delays with any real-time online activities. For this reason, our HughesNet technical support team recommended that the customer obtain our home phone services to have a more reliable way of making calls over their internet service. When *************** contacted us on 10/20/2023 the agent he spoke with noticed that he was 2 weeks into his monthly data allotment and only had 26% of his high-speed data remaining and offered to upgrade his service plan to 200 GB at a deeply discounted rate to help him avoid being subject to the fair access policy and better suit his needs. While reviewing the data usage history for **. ******* account, it appears that he used 636 GB during the month of September, 303 GB in October, and 281 GB in the month of November (see attached). When a customer runs out of their high-speed data, they will be subject to the fair access policy which will slow down their speeds. The terms regarding the fair access policy state that All ******* Plans feature ************ Limits where the subscriber can continue to use the ******* without being charged for additional data usage. If a subscriber uses more data than is provided in their monthly plan, he or she may be prioritized behind other users during network congestion, resulting in slower speeds, until their data resets. Web sites will respond and load more slowly and certain activities such as video streaming or large downloads/uploads will be significantly impacted.
  
  **************** contacted our account management team on 11/17/2023 with the intention of paying his outstanding balance and cancelling his services. When the agent spoke with **************** about fees associated with closing the account,**************** stated he was going to be disputing those fees with his Attorney General, but he wanted the services cancelled in the meantime. At no point did the agent assure the customer that there would not be an early termination fee. The agent then explained that he will need to return the modem, radio, and power supply to avoid any future unreturned equipment fees. Our records indicate that a return shipping box with instructions and a pre-paid shipping label has been delivered at the customers service address in Mayer, AZ on December 15th. At the end of this interaction, **************** decided he did not want to pay the outstanding balance on the account but would call the following Monday to make a payment. The next time he contacted HughesNet was on 12/4/2023 and the supervisor he spoke with explained that he will still have the $385 early termination fee on his next bill, and still had the past due balance of $447.82.**************** stated that he would not pay any of the balance and wanted to submit a written dispute. The supervisor acknowledged his request and provided the fax number and information regarding the process. He also offered to waive the October bill for $244.34, bringing the balance to $203.48 so it would be easier for the customer to settle the bill, but **************** declined. Currently,HughesNet has only received an initial payment of $29.98 for the month of September and to set up the services, since then we have not received any payment for the services provided to him through the months of October and November. Since the account is now cancelled, he also has the $385 early termination fee. When signing up for services and agreeing to the terms provided, the customer agrees to a 24-month commitment. If they choose to cancel their services, they will be subject to an early termination fee of up to $400. These terms can also be viewed at the aforementioned legal site (see attached). This brought his balance on his HughesNet account to $832.82. As a courtesy, HughesNet will honor the offer that was provided to *** ****** during his interaction on 12/4/2023 and will waive the October bill. This brings his current remaining balance to $588.48. 
  
  We sincerely regret any inconvenience the customer may be experiencing. We hope that our actions will serve as a demonstration of our good faith. At this time, we respectfully request that our response to this complaint be accepted as closure to the case. Thank you for your consideration.
  
  Best regards,
  
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:12/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered internet service online from Hughesnet. I canceled the service through email on November 19&20,2023. The account # is ************. I finally got in touch with a guy when I called on December 2,2023. He stated that I will be charged $400 for termination fees. Told me to return all their stuff or I'll be charged $300. I told him I wasn't told about a termination fee,I'm NOT paying it and as for the material of theirs I sent a email to find out how to return it TWICE. He stated he didn't see any email. I went to the Hughes website pull up the Legal information and tried looking at the fees for termination but nothing showed. I WASNT told of the $400 fee and I don't feel I have to pay especially when I wasn't informed. I didn't pay anything for the service. They did!

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  **************************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:*****************************
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted **************** and she mentioned she was told to pay $400, pay $200 for something else, then another $100, and that she was not paying all that money.
  Our Executive Customer Care representative explained $400 represents the early termination fee. At the time **************** ordered service, the sales agent presented the terms and conditions of our 24-month subscriber agreement which contains specific language advising our customers that "If you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service". The terms and conditions were understood and agreed to before the activation of the account. Additionally, a copy of the sales order with the link to the subscriber agreement is emailed to the customer for referencing purposes. Lastly, the installer captured a signature indicating the terms and conditions were reviewed and accepted [see attachment]. Consequently, we believe that we have a contractual right to assess this fee. Nevertheless, ******************** December 2, 2023 call review confirmed that the early termination fee has been waived.
  Regarding ******************** concern with paying $200 for something else then another $100, please be advised HughesNet was disclosing the equipment return policy. The HughesNet subscriber agreement at www.legal.hughesnet.com contains specific language advising our customers that "you must return your Equipment in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee for HughesNet satellite-only plans ($100 for the satellite modem and power supply and $200 for the satellite radio)". A prepaid shipping label, a box, and instructions were delivered December 20,2023 according to the *** tracking number 1Z7AF3880369738449. We explained the modem, power cord, and the radio transmitter must be returned no later than January 28, 2023 to avoid being charged an Unreturned Equipment Fee of up to $300.
  We sincerely regret any inconvenience **************** may have experienced with customer support and please be assured we will provide enhanced training to our support team to address these concerns. We are hopeful our actions will serve as a demonstration of our good faith.At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us.Please refer to Case ID *********. Thank you very much for your consideration.

  Regards,
  Executive Customer Care Team
  ************