Business Profile

Cable TVs

Hughes Network Systems, LLC

Headquarters

BBB Accredited Business A+Rated by BBB

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

Customer Complaints Summary

2,113 total complaints in the last 3 years.
428 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.

Initial Complaint
Date:08/26/2023
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.
The Hughesnet account was opened by my wife about 10 years ago. On or about 28 April we called Hughesnet to cancel the service. My wife spoke with a call center representative who indicated there would be an early termination fee because my wife increased the data cap on the account. My wife explained there was no no obvious indication on the website this would require a two year commitment. After discussing this with the call center representative, I told my wife to get the account terminated, I would pay the early termination fee. At that time we were told that we would receive an equipment return kit and the account would be cancelled. About two weeks later we received an email bill for a monthly service charge in the amount of $121.58. We called the Hughesnet again and indicated that we had cancelled the service. We were told the amount due was for a prorated service period. The call center rinsisted that we owed this amount as well. On the 28th of June we got a paper bill from Hughesnet in the amount referenced above. We called again and were told that a final paper bill of $267.42 would be sent after August 6 2023 in case we wanted to continue service. On August 8 2023 we got a notice from a debt collection agency ****************************************** indicating we owed $483.22. I called Hughesnet and indicated we returned to equipment on 30 June via *** and it was credited. I called the collections people who sent the bill back to Hughesnet. I called Hughesnet on 25 August asking for a paperbill so I could pay what was owed and was told they could not generate a paper bill. They emailed us a list of charges that did not match the final amount owned and with no information on how to pay any amount.
Customer Answer
Date: 08/30/2023
I'm filing this complaint on behalf of my wife *****************************. Her email address is ***************** and her phone is ************. She can be contacted and verify that she has authorized me to file this complaint and deal with Hughesnet.
Customer Answer
Date: 08/31/2023
From: *********************** <*****************>
Date: Wed, Aug 30, 2023 at 5:04 PM
Subject: Fw: Complaint ID
To: ************************************ <************************************>
Cc: *********************** <*******************>

My husband said you needed to obtain my permission for *********************** to lodge this complaint against Hughes Net with the Better Business Bureau since the account is in my name.

He has my permission to lodge this complaint against Hughes Net in the strongest possible terms!

If you need to speak to me, you can call me at ************ after 12:00 p.m. MDT

Sincerely,
******************************
**** *************
*********, ** *****
*****************
************
Business Response
Date: 09/05/2023
September 5, 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 **************** to address the outstanding matter regarding his request for an invoice. **************** expressed his frustration with the customer service he experienced.
********************** appreciates the feedback. 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 ******************** request for an invoice, please be advised we attached a copy of the invoice. We provided the payment address:
Hughes Network Systems
P.O.Box 96874
*******,** 60693-6874
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: 09/09/2023
[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. Complete satisfaction will occur when I render payment and do have to engage with Hughesnet customer service any further. A poor customer service experience is one thing but after five months dealing with multiple customer service representatives, it appears that canceling the Hughesnet service is desiged to be as frustrating as possible and is an explicit business strategy designed to make customers continue the service even when it is no longer wanted. I don't believe customer service representative training is the issue as much as a explicit business strategy to gouge customers trying to cancel the service.

Regards,

***********************
Initial Complaint
Date:08/23/2023
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 just received a call from a debt collector at ******************************. He states I owe $211.24 to Hughes Network Systems. I have not received any notification from Hughes Network since I sent in the modem last winter. I called Hughes Network, and they are unable to help me. They state that I am now dealing with the debt collector.
Business Response
Date: 08/30/2023
August 30, 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 attempted to contact **************** to address the outstanding matter regarding the balance in the amount of $211.24 and her request for a billing adjustment. Unfortunately, we have been unsuccessful in establishing contact with *****************
Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our billing records indicate the balance in the amount of $211.24 consists of two charges, the reversed payments in the amount of $105.59 representing the monthly recurring charges and an unreturned equipment fee for the modem in the amount of $105.65. In light of our investigation, HughesNet agreed to issue a credit in the amount of $105.59 representing the monthly recurring charges.
Regarding ******************** request to credit the remaining balance, please be advised it is the customer's responsibility to ship back the equipment. HughesNet allows a maximum of 108 days from the cancellation date to return the equipment to ensure a billing adjustment can be made for the unreturned equipment fee.Nevertheless, to reach an amicable resolution, **************** can return the HughesNet modem as soon as possible to receive a credit in the amount of $105.65 representing the unreturned equipment fee [see attachment]. The equipment return address is Hughes Network Systems ******************************************************************************. **************** must contact customer support to report the shipping tracking number to ensure the billing adjustment is made.
HughesNet is wholly committed to clarifying the nature of ******************** 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: 09/06/2023
[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 ********. Although I have returned the modem, I no longer have a tracking number. I will pay for the modem so that I can be finished with Hughes Network.

Regards,

*******************************
Initial Complaint
Date:08/20/2023
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.
We called and canceled in December 22 and just realized that they have been charging us still now! August 23 we called again and they say we see you canceled in December were not sure why youre still being charged we can only reimburse you for the last 2 months its up to you to check your account . Yes, thats true but. It shows we cancelled it and no they wont do anything about it. Even though it clearly shows we cancelled it.
Business Response
Date: 09/01/2023
**.***********************
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.
HughesNet regrets that ************************ account was not canceled completely when he called in December. It is the customer's responsibility to monitor his billing and finances and bring any discrepancies or errors to HughesNet's attention in a timely manner. Our subscriber agreement that can be found at legal.hughesnet.com states that all charges are considered valid unless disputed within 15 days of the charge. Since the charges were not disputed at the time, they are valid and will not be refunded. We have applied a credit for one month's charges, in addition to the month of prorated credit from the cancellation, as a courtesy. This will be refunded in the standard processing time to the card on file. 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 arm of the satellite dish.
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,

HughesNet Executive Customer Care Team
Phone:************
Initial Complaint
Date:08/12/2023
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.
Signed up with Hughes net in June for a rural address $80 per month with one person in the home with a single tv. The service does not work in my area. I called and requested to have my service disconnected and that is when I was first told about a $400 cancellation fee. There is no mention on their fee on their website. Also I wasnt aware I had even signed up with Hughes net in the first place I had called kinetic and I guess they transferred me to Hughes net because they didnt offer the service in my area. Then I was harassed by a Hughes net supervisor telling me I would be charged a surprise $400 cancellation fee for canceling my plan when I did not sign any contract and although agreed to a 2 year commitment, I did not agree to a $400 cancel fee nor did I agree to have service that did not work.
Business Response
Date: 08/21/2023
August 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 *** ******* to address the outstanding matter regarding the performance of her HughesNet service and her request to cancel without a termination fee.
Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the 100 GB purchased with the service plan exceeded during the data cycle. The household used 479 GB between June 24 through August 12 which confirms the service was working [see attachment]. The subscriber agreement at **************************************************** contains specific language stating if the subscriber exceeds the monthly plan data, the subscriber will experience reduced speeds, typically 3 Mbps or less, 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. Ultimately, it is the subscriber's responsibility to budget the data allowance purchased with the service plan to maintain a download up to 25 Mbps and upload up to 3 Mbps. Since the Fair Access Policy is part of our subscriber agreement canceling due to exceeding a data allowance is not a reason to waive an early termination fee.
When *** ******* called to cancel on August 12, 2023 she was offered further troubleshooting to determine her underlying issue that is not related to the Fair Access Policy, but she declined this offer. 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 termination fee is valid.
It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions were delivered on August 18, 2023 according to the *** tracking number ******************. Please return the modem, power cord, and the radio transmitter no later than September 26, 2023 to avoid being charged an Unreturned Equipment Fee of up to $300.
Regarding *** ******'s concern with disclosure of the termination fee, please be advised 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". *** ******* had to accept our electronic terms and conditions before the activation of the account. In virtually all jurisdictions, electronic consent is as legally binding as written signatures. Secondly, a copy of the sales order with the link to the subscriber agreement is emailed to the customer for referencing purposes. Lastly, the installer obtains 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.
We sincerely regret any inconvenience *** ******* may have experienced. 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:08/05/2023
Type:Sales and Advertising 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.
My complaint is in regards to very poor service and unclear commitment terms that seem to be strategically hidden upon purchasing HughesNet's internet services. Without any other reasonably priced options in the area we had moved into, we were forced to go with HughesNet. I signed us up over the phone with a Sales Agent, and was never informed of any 24 month commitment. However, now that my wife and I have moved again, I tried to call and cancel our HughesNet, and was informed that we would be billed $250 for "early termination of our 24-month contract". I have gone back through every email I've gotten, and I have yet to find anything that says anything about a 24 month commitment or an early termination fee. The only reason we kept the service for the 12 months that we did was because we didn't have any other options. We were consistently unable to use the wifi for much of anything. We were not able to stream shows or do any work from home during the time that we used it. We are trying to cancel the service now due to moving to another area with better internet services available.
Business Response
Date: 08/15/2023
August 15, 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 *** **** to address the outstanding matter regarding the poor service, unclear, hidden commitment terms, and his request to cancel without a termination fee.
Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate *** **** never contacted our technical support department to alert us that the services were not performing and we were not given the opportunity to determine the underlying issue. 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 termination fee is valid.
Additionally, Our records indicate the 30 GB purchased with the service plan exceeded during the data cycles [see attachment]. The subscriber agreement at **************************************************** contains specific language stating "If the subscriber exceeds the monthly plan data, the subscriber will experience reduced speeds, typically 3 Mbps or less, 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. Ultimately, it is the subscriber's responsibility to budget the data allowance purchased with the service plan to maintain a download up to 25 Mbps and upload up to 3 Mbps. Since the Fair Access Policy is part of our subscriber agreement canceling due to exceeding a data allowance is not a reason to waive an early termination fee.
Regarding *** ****'s request to cancel without a termination fee, please be advised the HughesNet subscriber agreement at ************************************************* 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". Consequently, we believe that we have a contractual right to assess this fee.
Considering *** **** is relocating, HughesNet offered to move the service to his new site address so he can fulfill the commitment term. *** **** respectfully declined and request the account canceled. HughesNet create an immediate cancel with an early termination fee in the amount of $250. HughesNet agreed to issue credit in the amount of $91.63 representing the August 1 payment. The credit will apply towards the early termination fee balance.
It is the customer's responsibility to ship back the equipment. 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 September 30, 2023 to avoid being charged an Unreturned Equipment Fee of up to $300.
We sincerely regret any inconvenience *** **** may have experienced. The Case ID *********.

Regards,
Executive Customer Care Team
************
Initial Complaint
Date:07/30/2023
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.
Account number for the hughesnet internet service is DSS ********* I bought a house in a remote area and hughesnet promises internet service in such an area so I contacted them to install the satelite service. They asked what I wanted to use the internet for and I told them streaming tv and for my laptop. Also I work from home and have to use internet about an hour a day for that. They assured me plenty of strength for that. What they do not disclose is that the service is strong at the beginning of the month and after a certain amount of usage they take the strength down to 2.6mb which is not enough to use anything. I only have 1 tv. I am canceling the service and there is a $400.00 cancelation fee. I want this removed because their whole sales and promises are fraudulant. Please help me cancel without this fee. Thank you.
Business Response
Date: 08/09/2023
August 9, 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 *** ***** to address the outstanding matter regarding the performance of her HughesNet service and her request for a billing adjustment.
Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate the 100 GB purchased with the service plan exceeded during the data cycles. The household used 393 GB between June 30 to August 9. The subscriber agreement at **************************************************** contains specific language stating "If the subscriber exceeds the monthly plan data, the subscriber will experience reduced speeds, typically 3 Mbps or less, 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. Ultimately, it is the subscriber's responsibility to budget the data allowance purchased with the service plan to maintain a download up to 25 Mbps and upload up to 3 Mbps. Since the Fair Access Policy is part of our subscriber agreement canceling due to exceeding a data allowance is not a reason to waive an early termination fee.
On July 3, 2023 HughesNet offer to troubleshoot and *** *** ***** notified HughesNet he was not home to complete troubleshooting steps. On July 15, 2023 HughesNet notified *** *** ***** the network is experiencing an outage. On July 30, 2023 HughesNet offered an upgrade with a service discount to bring the monthly rate as close to existing rate, but the offer was declined. 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 termination fee is valid.
In a good faith effort to resolve the dispute, HughesNet agreed to waive 25% of the early termination fee in the amount of $100. The remaining amount in the account is $300 that needs to be paid to bring the closing balance to $0.00.
It is the customer's responsibility to ship back the equipment. A prepaid shipping label, a box, and instructions will generate on August 30, 2023 and will be delivered thereafter. Please return the modem, power cord, and the radio transmitter no later than October 14, 2023 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:07/20/2023
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 had Hughes Net installed at my RV site in Camden Tennessee in January of 2023 and was told that they had service here. I was also told that the service would be able to support my Canary Home security system and that if service was not acceptable there would be a 12.00 per month cancellation fee. I have called to cancel because the service does not even support my phone much less the TV or computer and I am being told it is a 345 cancellation fee. I want to know how they can sell service in an area that does not work and charge more than stated for cancellation.
Customer Answer
Date: 08/01/2023
I have received 2 calls from Hughes Net with no voicemail left during work hours and today I finally get a voicemail from a ********************* that says he had tried to reach me multiple times and since I have not called back he will leave his remarks for the Better Business Bureau. It is hard to reach someone when they do not leave a voicemail or the name of a person to speak with and I have the records of the missed calls on my phone and no voicemail. I am assuming this was done so they could insinuate I did not return the call. This is the worst customer service I have ever experienced with any company. Without a phone number I call back and get a call center in a foreign country.
Customer Answer
Date: 08/01/2023
I have received 2 calls from Hughes Net with no voicemail left during work hours and today I finally get a voicemail from a ********************* that says he had tried to reach me multiple times and since I have not called back he will leave his remarks for the Better Business Bureau. It is hard to reach someone when they do not leave a voicemail or the name of a person to speak with and I have the records of the missed calls on my phone and no voicemail. I am assuming this was done so they could insinuate I did not return the call. This is the worst customer service I have ever experienced with any company. Without a phone number I call back and get a call center in a foreign country.
Business Response
Date: 08/01/2023
**.***********************
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.

We have reviewed *** *****'s sales call. The agent informs *** ***** that the service comes with a 24 month commitment and an early termination fee that starts at $400. The agent tells *** ***** that the termination fee will be $15 for the months remaining in the commitment, when, in fact, the termination fee lowers by $15 starting in the 3 month of service for each month that has passed in the commitment. Based on the information *** ***** got from the sales agent her early termination fee with 18 months remaining would have been $270 rather than the $340 charged. As a courtesy, I have credited the $70 difference in the charge. Regarding any service difficulties, the last call HughesNet received alerting us to any technical problems was February 8th, over 5 months ago. At that time *** ***** was having problems connecting her cameras. Our agent recommended disabling the firewall, and *** ***** said they were working at that point. There were no further calls to report issues or troubleshoot them. Therefore, the remaining termination fee is valid.

We sincerely regret any inconvenience that Ms. Allen 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,

HughesNet Executive Customer Care Team
Phone:************
Customer Answer
Date: 08/01/2023
After calling 2 times and leaving no message at all I have attached a clip of the voicemail that I received today. The gentleman leaves no phone number and no extension and I have called the number he called from and I get over seas call center that does not know this individual and has no way to transfer calls… this is another example of the horrible customer service provided by **********************. I am sitting on the phone wasting more time waiting for an overseas call center to escalate the call to try and figure out who ********************* is this is the kind of service I have received from Hughes Net from day one. The average person who actually wants to talk to someone leaves a phone number and an extension as I cannot set by the phone all day waiting on Huges Net to call
Customer Answer
Date: 08/07/2023
[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:07/17/2023
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.
Account was cancelled June 5, 2023. They continue to take funds from our account, even after the account was cancelled. We called again June 28, 2023 and were assured that the account was cancelled, and we would receive a refund within 24 hours. 19 days later, we are calling again to see why the funds have not been refunded.
Business Response
Date: 07/26/2023
**.***********************
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.
HughesNet apologizes for the difficulties *** ******** had canceling his account. The standard processing time for a refund is the following billing cycle. The refund for *** *******s' payment of June 28th should process on the 28th of July. It can take up to 7 days from that processing date for this to reflect depending on the customer's financial institution.
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,

HughesNet Executive Customer Care Team
Phone:************
Customer Answer
Date: 07/27/2023
[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 while talking with representatives from the company on three different occasions we were first told it would take 1 - 2 days, then 7 - 10 days from the date of the calls. It has now been 30 days and still no refund.
Regards,

*************************
Business Response
Date: 07/31/2023
**.***********************
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.

Our apologies for any inconsistencies in the quotes regarding *** ********' refund. We show *** ********'s account has had the payment method removed and the account was switched to invoice. In this case, since the card is no longer on file to refund the payment, we will be sending the refund in the form of a check. *** ******** will be receiving a check within 6 weeks.

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,

HughesNet Executive Customer Care Team
Phone:************
Initial Complaint
Date:06/27/2023
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 want to cancel my HughesNet contract without the cancellation fee. I have called numerous times all while being on hold for 30 minutes to an hour each time. We are being overly charged for this to not even work half of the time. We have WiFi to use for our phones and streaming movies. We cannot finish one single movie because this does not work. I have tried to get the satellite remounted and was told someone would come and no one ever did. I wanted to reschedule this on july 5th. I called June 27th and was told they cannot schedule anything in July so now I have to call back on the 30th and be put on hold for over an hour. I am expecting my first baby at the end of the year and do not have the money to pay the outrageous bills and now a cancellation fee.
Business Response
Date: 07/13/2023
**.***********************
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. On June 26th *** ****** called to have her dish remounted because she had had some roofing work done. Our agent was able to schedule a technician the following morning on June 27th. *** ****** said this would work and the appointment was set. *** ****** called in the following morning to cancel the appointment as an emergency had come up. She wanted to reschedule for July 5th. Our agent indicated that the schedule for July had not been created yet and offered to set the appointment for the 30th as a place holder so *** ****** could call back for a July appointment. The case was not that we did not have any availability for July, simply that the appointments weren't yet available to the agent. *** ****** was assured she could call in on the 30th to reschedule for July. When she called in on the 30th our agent made that option available, namely to schedule for July. Ms. Reedman declined this offer and canceled instead. Since the dish issues were customer caused, and not a HughesNet system problem, and at each point we were willing to accommodate *** ******'s requests, the early termination fee is valid. 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 arm of the satellite dish.
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,

HughesNet Executive Customer Care Team
Phone:************
Initial Complaint
Date:06/25/2023
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.
06/25/2023 had called technical support was told was weather causing lack of service. Offered no resolution until weather changes in Minnesota. It has been a week of little to poor to no service. The service has been poor 80% of the time for the entire time of service. When asking to cancel service almost since started. There has been no resolution to quality of service. This time we asked to revive a credit for even this one week but since “is an act of God” they don’t have to do anything no matter how long it takes to be resolved. They seem to have excuses for every thing and have made it impossible to get out of the poor service that is contracted for. Would it be a possibility that a class action suit could help solve this ongoing problem There has been at least 7 months of poor to no service and feel that service contracted should be waved and service cancelled without further cost or penalties.
Business Response
Date: 07/10/2023
**.***********************
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 show that the day after June 25th, *** **** was able to speak with an agent who scheduled to have a technician go out to the home to correct the services. That technician visit was on June 30th. I have applied a weeks worth of credit for the technical difficulties *** **** experienced. If there is still an issue *** **** can contact our technical support for further investigation. If *** **** is not interested in further troubleshooting, HughesNet is willing to waive half of her early termination fee without any further action on the customer's part in consideration of the issues she has had. If *** **** wishes to cancel she can contact our account management department and reference case number ********* to have half of her termination fee waived.

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,

HughesNet Executive Customer Care Team
Phone:************
Customer Answer
Date: 07/11/2023
[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:
After the technician informed us that the service had never been put in correctly and after over a years worth of complaints and no resolution we will only consider them waving all termination fees and that they will continue service for another month until another service is acquired, at no cost to us. We were unable to return the representative calls as he would not leave a return number.

Regards,

*******************
Business Response
Date: 07/18/2023
**.***********************
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.
HughesNet apologizes for the technical difficulties that may have been affecting *** ****'s services. We strive to offer quality, reliable internet and regret when we are unable to provide this. We have detected a known issue affecting speeds in *** ****'s area that is not localized at her home. Currently, we have no estimated time of correction. For this reason, if *** **** chooses to cancel her service we will waive her early termination fee. She can contact us at her convenience to cancel the services and reference case number ********* to have the fee waived. We will send out 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. If *** **** wishes to keep the service we can offer a $30 monthly discount until the issue is 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.

Respectfully,

HughesNet Executive Customer Care Team
Phone:************

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