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Business Profile

Cable TVs

Hughes Network Systems, LLC

Headquarters

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

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

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    Customer Complaints Summary

    • 2,112 total complaints in the last 3 years.
    • 427 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/05/2022

      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 purchased equipment from Hughes net internet and received very bad signal from day one. When complaining about service a technician was sent out to home to fix issue. Technician said numbers are within specs and there was nothing he could do. I eventually got tire of all the connection problems and canceled my service within the first thirty day. I was not refunded anything and was directed to their contract that started no refund on install costs and equipment. This is not discussed nor told in any way when signing up. During sign up of account I was told I had 30 days to decide to keep service or not. Nothing about not getting money back for install or equipment!After talking to multiple representatives from Hughes net trying to get refund for all the different charges as part of new service, I stopped. I proceeded to read contact and found that I was able to get a $200 refund by returning the equipment. I called 4 times and talked with four different people. They ALL told me I was not able to return equipment because it was purchased! After arguing and telling them what the contract (their contract) states, I was told I could send equipment in. One representative said a box would be sent to me, another said information would be sent on how to return equipment, third person said I needed to furnish my own box and when trying to get return information hung up when I was asking to confirm it. This company Hughes networks systems, obviously is trying to keep people from returning equipment and to purchase said equipment so they can make money and mislead the customers. Very unprofessional and far from good customer service.

      Business Response

      Date: 08/27/2022

      August 26, 2022

      **************************
      Dispute Resolution Team Leader
      Better Business Bureau
      1411 K Street Northwest, 10th Floor
      Washington DC 20005-3404

      Re: **** ****

      Complaint ID: ********


      Dear *** ******:

      In response to your letter to the Executive Customer Care division of HughesNet, we have contacted **. **** to address the outstanding matter regarding the return of the equipment for a refund and his customer service experience.

      Our Executive Customer Care representative reviewed all pertinent call logs and database records. HughesNet appreciates the feedback regarding the customer service *** **** experienced. Our customer support should engage with our customers, to understand what the customer is looking for, meeting those needs efficiently while ensuring the experience is positive. We apologize for his customer service experience and please be assured we will provide enhanced training to our support team to address these concerns.

      Regarding *** ****'s request for a refund, please be advised *** **** reported the equipment was returned and provided the UPS tracking number. HughesNet issued a refund in the amount of $249.99 representing the equipment purchase fee.

      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 148083733. Thank you very much for your consideration.

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

      Customer Answer

      Date: 09/04/2022

      [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:08/05/2022

      Type:Customer Service 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.
      Hughesnet not only over charges for wifi services, but the services they offer are sub par at best. It should be considered piracy what this company does. Then when you have an issue with some of their equipment and reach out to their what they call "customer support", they either ignore you any way they can (if your using online support) or blame you and tell you tough luck (if you call phone support). Not to mention charge you for a technician to come out and fix their product even when you pay for "express repair" (which is supposed to mean they come out, no questions asked). I can't believe a business is allowed to function like this. I would provide evidence and documents but how Hughesnet does everything, they don't provide any invoice numbers or anything. It's like they want to hide their tracks. As you might be able to tell, this message is more than just about the following "no further contact by the business" resolution.

      Business Response

      Date: 08/24/2022

      **************************
      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.

      I have reviewed *** ****'s account history. He recently tried to reach us via online chat on August 4th. We register at least 3 attempts and each time the chat agents received no response to their questions and had to close the chat after there was no response from the customer. All of the times that *** **** has contacted us this year he has exceeded his data allowance. I reviewed his data usage and over the past 2 months he has used a total of 412 GB. With a monthly plan allowance of 10 GB he will exceed his data allowance in less than a day and a half. When this happens he will experience our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. (…) If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” When the customer agreed to the 24-month agreement he agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. He can call our customer support to discuss an upgrade. At his current usage pattern our highest plan would not meet his needs. *** **** is out of his commitment period so if he wanted to cancel and go with a provider that better met his needs there would be no penalty. He would need to call out account management department to cancel his account as cancellation cannot be done though online chat or email.

      I show that *** **** had one technician visit in December of 2021. The Express Repair program is a monthly plan that assures that the technician visit will cost a copay of $24.99 rather than the standard $125 technician visit fee. *** **** was charged the lower Express Repair copay for his technician visit in December, so the billing was commensurate with the maintenance plan *** **** subscribes to.

      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.

      Respectfully,

      M. F*****
      HughesNet Executive Customer Care

      Customer Answer

      Date: 08/28/2022

      [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:
      They say through this answer that they would only charge $24.99 for the e press repair, but when i contacted them last they refused to do that. The only demanded that it was $150 and wouldnt take anything else. As far as the data usage goes (and ive tried to tell them this multiple times ovee that one chat) yes ive had hughesnet for a few years and my data usage has been the same the whole time! It has never changed! They should not be telling me its a slow data cap thats causing my internet to not work at all! Ive always been able to do whatever i needed to do even at their reduced speeds, so why would that change now?! This "no internet" issue has only been a recent issue of the past month, not 2 years! I know what slow internet looks like and this isnt it! This is a different problem! One that this company doesnt seem to care about and refuses to help their customers because all they know how to do is blame data caps!! As far as the online conversation went, i was using the internet connection when i was trying it so of course my responses would take a while to send (one rep understood this, but when i asked for a technician to come out he closed the chat!). And on my end it would the other reps upwards of 5 minutes to even send a hello message. At one point i even spammed hello messages to them and they still said there was no response. This guy that responded to this complaint is full of crap when he says there was no response from me. HughesNet needs to actually do their customer support job and quit trying to blame rverything on the customer just because all they want is money!! Trust me if i could i wouldve switched internet providers years ago! HughesNet was only a last resort because they are the only ones that reach my neighborhood! And they take advantage of that! They know that so theyre staff just tell you "you're out of luck, deal with it,  and pay more money"

      Regards,

      ***********************
    • Initial Complaint

      Date:08/04/2022

      Type:Customer Service 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 have POA of my mother who had service with Hughes net but she has dementia & is being put in a memory care facility. She has not used the service for many months & I need to cancel her service as her house is being sold and she no longer uses it. I also need to return the equipment. I have called 8 times to try to get an email or working fax number for this company so I can send the POA paper work so they know who I say I am & can make changes on her account. Each person in customer service I have talked with has told me something different each time I have called in. I have been given email addresses that are not valid & fax numbers that don't work. I just want to get this taken care if ASAP as this company is horrible to deal with. They just keep drawing $ out of my mother's account. HELP!

      Business Response

      Date: 08/27/2022

      August 26, 2022

      **************************
      Dispute Resolution Team Leader
      Better Business Bureau
      1411 K Street Northwest, 10th Floor
      Washington DC 20005-3404

      Re: ****** ****
      Complaint ID: ********

      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 inability to fax or email the Power of Attorney documents to cancel the account and stop the billing. Unfortunately, we have been unsuccessful in establishing contact with *** ****.

      Our Executive Customer Care representative reviewed all pertinent database records and records indicate her concern was addressed. The Power of Attorney document was received on August 5, 2022 and HughesNet submit an immediate cancellation. HughesNet apologizes for the difficulty she had with faxing or emailing the Power of Attorney and canceling the account.

      It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions were delivered to the Broadway Street address on August 16, 2022 according to the *** tracking number ******************. Please return the modem, power cord, and the radio transmitter no later than September 19, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.

      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:08/02/2022

      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.
      We installed hughesnet end of June. We tried network extenders/wifi extenders to try to get their satellite service to work. Hughesnet advertised at least 25 mbps. We got LESS THAN 1! our mobile data was better than that!! So after a few weeks of trying to get it to work, we canceled last night. They are charging us $400! Despite not ever supplying a service they promised! They did not hold up their end of the deal! They are literally stealing money! This is a total scam. Now, I have to decide between food and meds or paying this fee. I am so upset. Additionally when looking online for how to cancel hughesnet, you can clearly see that just a few years ago they allowed users to cancel for free within 30 days, however they recently removed that. Undoubtedly after so many were cancelling. Just to show how sleazy HughesNet is, during the time when customers could cancel within the first month, it was routine for HughesNet to reset the user's data allowance on a nightly basis. Thus, for the first month, the user always had plenty of speedy data. After the first month however, the user would burn through the paltry data allotment in a week or less, and by then it was too late to cancel without paying the $400. The website does not show anything about an early term fee. I included screenshots.

      Business Response

      Date: 08/25/2022

      August 25, 2022

      **************************
      Dispute Resolution Team Leader
      Better Business Bureau
      1411 K Street Northwest, 10th Floor
      Washington DC 20005-3404

      Re: ***** *****
      Complaint ID: ********

      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 his HughesNet service, the disclosure of the termination fee, and his request to cancel without a termination fee. Unfortunately, we have been unsuccessful in establishing contact with *** *****.

      Our Executive Customer Care representative reviewed all pertinent call logs and database records. We show prior to his call to cancel services August 1, 2022 he only contacted us once regarding his speeds on July 5th. The diagnostics that were performed on the modem indicated the speeds where testing 29 Mbps download and 3 Mbps upload, which is above the advertised speeds. The technical support team changed the frequency channels in the modem and changed the devices from the 5 Ghz network to the 2 Ghz network due to the distance between the modem and devices. *** ***** reported the connection to the cell phone was working better, however, the television was still experiencing slow speeds. The call was referred to Home Tech Support (HTS) which is a premium service that has partnered with HughesNet. This service is available to customers experiencing issues that are non-HughesNet related, such as: slow speeds, spam/malware issues, device updates/performance issues/set-up, 3rd party software, and Network configurations, and any In-home devices that connect to the internet. Our call logs did not have a record of his conversation with Home Tech Support. When *** ***** called to cancel on August 1st she was offered further troubleshooting to correct her problem, but she declined this offer. The data usage report indicates the household used 136 GB between July 1 through August 4 which indicates the service was working [see attachment]. HughesNet reserves the right to exhaust all avenues of technical support before waiving an early termination fee. Since this was not the case in *** *****'s situation the $400 termination fee is valid.

      In recognition of *** *****'s expressed concerns, HughesNet agreed to submit an immediate cancellation for August 25, 2022 and waive 50% of the early termination fee in the amount of $200. Considering the household stopped using the internet service on August 4th, HughesNet agreed to issue a credit in the amount of $66.68 representing bill period August 1 through September 1. The credit will apply towards the early termination fee balance, reducing the fee to $133.32. The ********** was removed from our files and the final invoice will be mailed to the site address on County Road ***. It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions will arrive within 7-10 business days. Please return the modem, power cord, and the radio transmitter no later than October 10, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.

      Regarding *** *****s's concern with the screenshot from the website not showing anything about the termination fee, please be advised the legal website https://legal.hughesnet.com/SubAgree-********.cfm contains the entire subscriber agreement [see attachment].

      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:08/01/2022

      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.
      The service with this company is sub-par. It is unreliable, spotty and has only worked decently a couple of times in the last 2 weeks of service. My daughter needs reliable internet for school, I need reliable internet to work from home and my security cameras have at least a 10 second delay. When considering security, seconds matter! HughesNet service is expensive but I didnt mind paying it for good service. I cannot say this service is good. The download speeds are not consistent nor allow my apps, streaming and webpages to load fully and continue w/o interruptions. We are using our cell phones hotspots far more than we should when having internet wifi service. We shouldnt have to use them at all! I am constantly getting network unavailable, connection interrupted, no network notifications when using any device on the network. In todays day-in-age with so many people relying on internet for school and work, this is unacceptable. This company is scamming people with thinking they provide a good, reliable service when it is not. They do not make it clear that a 2 year contract is required and did away with trying the service for 30 days before committing so that they can trap you with their poor service. Anyone providing a service should provide quality service. And if they cant do that they need to reimburse or allow termination of the contract without penalty which is what I am seeking. I will never recommend this service to anyone.

      Business Response

      Date: 08/26/2022

      August 26, 2022

      **************************
      Dispute Resolution Team Leader
      Better Business Bureau
      1411  K Street Northwest, 10th Floor
      Washington DC 20005-3404

      Re: ***** ******
      Complaint ID: ********

      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, unclear commitment terms, and her request to cancel with no termination fee. Unfortunately, we have been unsuccessful in establishing contact with *** ******.

      Our Executive Customer Care representative reviewed all pertinent call logs and database records. Our investigation determined *** ******'s concern was addressed. We reviewed the call *** ****** completed on August 1, 2022 which verified HughesNet scheduled the cancellation for August 11, 2022 and agreed to waive 100% of the early termination fee in the amount of $400. It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions were delivered August 24, 2022 according to the *** tracking number ******************. Please return the modem, power cord, and the radio transmitter no later than September 25, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300. HughesNet apologizes that our services did not meet *** ******'s expectations.

      Regarding *** ******'s concern with unclear commitment terms, please be advised *** ****** signed up for the services herself over the internet. In doing so, the order will not proceed unless the customer checks that she agrees to the terms and conditions of the subscriber agreement which stipulates the 24-month commitment with an early termination fee up to $400. It is up to *** ****** to review and understand the online terms and conditions before agreeing to them as they are legally binding. Secondly, before the service was installed on July 11, 2022, HughesNet emailed the link to the subscriber agreement to the to the email address provided by *** ****** asking the her to read the terms and conditions before the installation is completed. Thereafter, when the installer completes the installation a signature is obtained stating the subscriber acknowledged reading and accepting the terms and conditions [see attachment]. Consequently, we believe that we have a contractual right to assess this fee.
      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:07/20/2022

      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.
      y complaint is in regards to poor service from HughesNet and unclear commitment terms that seem purposefully hidden when you sign up. I moved to a rural area with very few internet options. I signed up for HughesNet online through their website. The website makes almost no mention at all of an early termination fee. On the page with a listing of all the plans they offer there is only one text statement mentioning "Service plans require a 24-month commitment." This statement is about halfway down the page, well below all of the plan options that you can click on. It is not very noticeable at all. Additionally there is no mention of a $400 fee anywhere on the page. After signing up, and getting the service installed at my home i received an email stating: "When you first start using your HughesNet service, your computer and other connected devices might start to automatically download large software updates. For this reason, for the first few days after your HughesNet Service has been activated, any data you use will not count against your specified Service Plan data allowance." After reading this i decided i had better update my computer, and download software updates over the next couple days. Literally 2 days later i checked my plan usage on the HughesNet website and my plan data had already been completely used. I feel the statement in the email was a complete lie. Now having a throttled data plan down to about 1mbps the internet was completely unusable. I work from home and i could hardly even load any webpages. I decided that because of the terrible service i wanted to cancel. After looking online i was astonished that i would have to pay a $400 early termination fee that i had not previously seen any information about. Additionally when looking online for how to cancel hughesnet, you can clearly see that just a few years ago they allowed users to cancel for free within 30 days, however they recently removed that. Undoubtedly after so many were cancelling.

      Business Response

      Date: 08/05/2022

      **.***********************
      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.

      *************************** signed up over the phone with a sales agent not online. I had **************************** sales call reviewed. The sales agent did inform her that the service came with a 24 month commitment and an early termination fee that started at $400. **************************** agreed to the service with this information which constitutes a legally binding verbal contract.

      I have reviewed **************************** account history. She did not contact us during the first 30 days of service regarding our relaxed bandwidth policy. Each time she has contact us she has exceeded her monthly data allowance. When this happens she will experience our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. ()If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads. When the customer agreed to the 24-month agreement she agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. Since the Fair Access Policy is stipulated in the subscriber agreement, exceeding data allowances is not grounds for waiving an early termination fee. If **************************** cancels her services the early termination fee will be valid.

      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.

      Respectfully,

      M. F********
      HughesNet Executive Customer Care

      Customer Answer

      Date: 08/07/2022

      [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 may have agreed to 24 months but after the first day the wifi was so bad I couldn't watch A TV show or use my phone I was told it would be fast Internet speeds  they lied about how good there services were 

      Regards,

      ******** ***********************
    • Initial Complaint

      Date:07/18/2022

      Type:Billing 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 had an account with Hughes Net. I fulfilled my two year committment, they are attempting to charge me $240 for early termination. They refused to let me speak with management. After hours of waiting on hold, I was transferred to Charlie (supervisor) ref # ********* who stated he couldn't help me. My balance is $96.46 which i attempted to pay with him, he again said he could not help me. Account number *********** ***************************

      Business Response

      Date: 07/27/2022

      **********************
      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.

      I have reviewed *** ****'s account history. She moved her service to a new address in October of 2020. Usually, this would restart the commitment to 24 months. I listened tot the call in which *** **** processed the transfer. The agent states that, as a courtesy, she will not restart the commitment and *** **** will only have 13 months remaining on her contract. The agent did not document this accommodation in her notes, and HughesNet apologizes for the agent's error. I have removed the balance on the account which included the remainder of the balance *** **** quotes in her complaint and the early termination fee. We have sent a self addressed postage paid mailer for the return of the modem, power cord, and radio transmitter located on the end of the satellite dish arm. *** **** will need to send back all the equipment to avoid unreturned equipment fees.

      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.

      Respectfully,

      M. F*****
      HughesNet Executive Customer Care

      Customer Answer

      Date: 07/31/2022

      [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,

      ***************************

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