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

• 

  HughesNet

  750 19th Street Ensley Birmingham, AL 35218

• 

  Hughes Network Service

  9605 Scranton Rd San Diego, CA 92121-1788

• 

  Hughes Network Systems, LLC

  473 E Fayette St Baltimore, MD 21201

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:04/03/2023

  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.

  August of 2022 hughes network advertised a $300 **** gift card if you signed up for their services. I was told that I would receive the card by mail after 6 on time payments it's now 7 months and still haven't received the card I called on April 3 2023 only ti be told by a supervisor that the deal was expired and that I could no longer receive the **** card but they did offer a $25 credit for 12 months. The issue is there was never a $300 **** card it was all false advertising.

  Business Response

  Date: 05/05/2023

  May 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 a rebate offer.
  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the account was activated August 10, 2022. Review of the calls made August 2022 has no record of inquiries about the rebate offer. Generally, rebate offers have an expiration date within 30-90 days and the rebate offer from August 2022 is no longer valid. In an April 3, 2023 telephone call *** ***** mentioned he has paperwork stating the rebate offer he received had a 6-month expiration date which requested six invoices with proof of six payments. HughesNet requested *** ***** to provide a copy of this rebate offer. *** ***** declined and ended the call.
  In recognition of *** *****'s expressed concerns, on April 3, 2023 HughesNet applied a $25.00 service discount for 12-months ($300 savings).
  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
  ************

  Customer Answer

  Date: 05/15/2023

  [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:
  I never told anyone that i had paperwork stating the promotion and that it expires in 6 months. The promotion was on their website last August 2022 I was verbally told that I would receive the $300 **** gift card after 6 on time payments which would have been March of this year 2023 after not receiving the card I contacted the company.  Also I called from 2 phones over the course of my service so she's only looking at the phone log from the number on my account 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 05/26/2023

  May 26, 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, it is our understanding that *** ***** has additional concerns regarding his Better Business Bureau case.
  While HughesNet makes every effort to disclose our rebate benefits and limitations, HughesNet understands *** *****'s frustration and concern. HughesNet regrets not being provided an additional telephone number and having a secondary telephone number on file for his HughesNet account.
  Generally, rebate offers have an expiration date within 30-90 days and the rebate offer from August 2022 is no longer valid.
  In recognition of *** *****'s expressed concerns, on April 3, 2023 HughesNet applied a $25.00 service discount for 12-months ($300 savings).
  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
  ************

  Customer Answer

  Date: 05/30/2023

  What other choice do I have? I give up because they aren't going to admit that they were wrong and they falsely advertised a promotion. 
  
  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:04/02/2023

  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.

  My 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. HughesNet basically put a sign in our front yard. 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, in very small print, 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, the service worked for a few days then changed and only worked seldomly during the day and did not work at night. We were paying $84.98 a month for the 100 GB plan but basically couldn’t use it. We attempted to contact them through their service number(**********) ten times plus tried other numbers and could not get through but when we tried the sign up for new service number, we got through. Then that representative couldn’t even get us through to technical support and eventually hung up on us. I decided that because of the terrible service I wanted to cancel. We ended up blocking HughesNet on our ******* *** card and we signed up for ******** instead. 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: 05/08/2023

  Re: ***********************
  Complaint ID: ********
  
  Dear ****************,
  
  We apologize for any confusion caused to *************************** regarding the terms of service and the early termination fee. We understand that the commitment terms were not easily noticeable on our website, and we apologize for any inconvenience this may have caused.
  
  However, we would like to point out that our terms of service, including the 24-month commitment and the early termination fee, were disclosed and agreed upon during sale and the installation of the service by our technician. Additionally, these terms can also be accessed and reviewed at any time by visiting Legal.Hughesnet.com.
  
  Regarding the service issue, we understand that ****************** had difficulties with the service after installation, and we apologize for any inconvenience this may have caused. Our technical support team is available to assist with any service-related issues, and we regret any difficulties ****************** may have encountered when attempting to reach them.
  
  We regret that ****************** decided to cancel the service due to these issues, and we apologize for any inconvenience caused by the early termination fee. As standard practice in the industry, the fee is in place to cover the costs associated with the installation and activation of the service.
  
  In conclusion, we apologize for any inconvenience caused to ******************, and we remain committed to providing the best possible service to our customers. We will take her feedback into consideration to improve our website's transparency regarding our commitment terms.
  
  Thank you for bringing this matter to our attention, and we remain available to address any further concerns that ****************** may have.
  
  Regards,
  The Executive Customer Care Team
  HughesNet
  Phone: ************

• Initial Complaint

  Date:03/07/2023

  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 illegally took $412 out of my checking account without authorization. Not only was automatic payments REMOVED from my account this company cannot provide me with any information as to why $412 was taken from my account without authorization, especially when my bill is only $167 a month. I called Hughesnet spoke with a customer service agent they could not provide me with any explanation of why $412 was taken out of my account without authorization and would not reverse the charges. I want my money place back into my checking account this company DID NOT have authorization to take any money out of my account let alone an amount they cannot provide an explanation for.

  Business Response

  Date: 04/13/2023

  Re: **********************
  Complaint ID: ********
  
  Dear ****************,
  
  We are writing in response to the complaint filed by ******************** regarding his HughesNet service billing. We apologize for any inconvenience caused by this and would like to provide an explanation of the charges incurred on his account.
  
  Upon further investigation, we found that between February 11th and March 2nd, data tokens were purchased on **. ********'s HughesNet account, totaling $270.00 for 78GB of data during this billing cycle. While we understand **********************'s frustration, we regret to inform him that purchased tokens are non-refundable. Furthermore, we would like to clarify that our policy only permits customers to purchase tokens themselves online, and any tokens provided by a HughesNet employee are not charged to a customer's bill.
  
  Regarding *********************'s online account, we discovered that the only account currently registered with us under his account information is named "cholliday84". We kindly suggest that he check with any other residents at his address who may have access to this account.
  
  We also noted that ******************** has an active card on file authorized for automatic payments. Please be advised that we can only remove the card upon his request as the alternative, paper billing, incurs an additional $5.00 charge per month. We encourage ******************** to contact our customer service to have this issue resolved.
  
  We apologize again for any inconvenience caused and hope that this explanation resolves the issue to ************************ satisfaction. Please feel free to contact us if you have any further questions or comments.
  
  Sincerely,
  
  The Executive Customer Care Team
  HughesNet
  Phone: ************

• Initial Complaint

  Date:03/05/2023

  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.

  I purchased internet through HughesNet and the internet quality was extremely poor. I called and informed them multiple times with no improvement. They are trying to charge me for an early termination fee as well as for the equipment. I was told they were sending me a box and shipping label to return the equipment, it never came. I inquired about this and they said they were sending it March 26th. I only have so much time to return the equipment, so it has already been billed to me. I believe they should waive the fees and return my money already paid, they did not hold up to their side by giving me reliable internet. there would be many days it wouldn't work at all. Account number ************ they even discontinued the chat with them when I asked for a refund. the contract is void if they do not give the services promised to the customer.

  Business Response

  Date: 04/12/2023

  Re: *************************
  Complaint ID: ********
  
  Dear ****************,
  
  Thank you for bringing to our attention the complaint of *****************************. We apologize for any inconvenience caused by his service issues and we would like to address each of his concerns.
  
  Regarding ******************** equipment return, we have checked the tracking number associated with the return box sent, and it does appear that it was delivered on April 4th, 2023. However, if he did not receive the box, we can always send another out upon his request.
  
  We would also like to clarify the billing issues that **************** mentioned, specifically being charged for the equipment before receiving the box. This occurred because he requested an immediate cancellation of his account, which skips the grace period for returning equipment. That being said, **************** can contact us as soon as the equipment has been sent with the active tracking number, and we can speed up the process of removing that part of the current account balance.
  
  Regarding ******************** service issues, it is important to note that satellite internet has inherent limitations and can be affected by various factors such as weather conditions and network congestion. One of the most significant limitations of satellite internet is latency, which can cause a delay in data transmission. We would also like to clarify that while we do not guarantee specific speeds or performance, we provide customers with clear information about the capabilities and limitations of our service before they sign up. We encourage customers to read through the terms and conditions carefully before making a decision.
  
  Regarding the early termination fee, this is a standard practice in the industry to help offset the costs associated with providing the equipment and service. During the sign-up process, our sales representatives inform customers of the 24-month commitment and the early termination fee. We also provide customers with clear information about the capabilities and limitations of our service before they sign up, and we encourage customers to read through the terms and conditions before making a decision. Furthermore, our installer obtains a signature from the subscriber acknowledging that they had read and accepted the terms and conditions, which includes information about the early termination fee.
  
  We apologize for any inconvenience caused and hope that this explanation resolves the issue to ******************** satisfaction. Please do not hesitate to contact us if you have any further questions or comments.
  
  Regards,
  The Executive Customer Care Team
  HughesNet
  Phone: ************

  Customer Answer

  Date: 04/16/2023

  [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:  As stated before, how should a consumer be required to pay for something that has no use to them.  I could understand if I was canceling because I didn't want it or I changed carriers, but I did not.  they are basically the only option where I live so I have to go without.  I have boxed up the equipment and will be shipping it back this upcoming week.  I had to cancel service multiple times and was continually charged for the service not being used.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 04/18/2023

  Re: *************************
  Complaint ID: ********
  
  Dear ****************,
  
  Thank you for your email regarding the complaint of *****************************. We understand that he has rejected our initial response and we appreciate the opportunity to provide further clarification.
  
  Firstly, we would like to reiterate that we understand the frustration **************** has experienced with our service. We take all customer complaints seriously and strive to address them in a timely and satisfactory manner.
  
  As we explained in our previous response, we do acknowledge the equipment return issue and offered to send another box if necessary. We also explained the billing process for early cancellation and the limitations of our service.
  
  Regarding ******************** concerns about being charged for a service that was not used, we would like to clarify that we do not charge for the service once the cancellation is processed. However, if **************** canceled his service but did not return the equipment in a timely manner, he may have been charged for the unreturned equipment. Once the equipment is returned, the charges will be removed from his account.
  
  We appreciate ******************** decision to return the equipment and we will process the return as soon as it is received. If there are any remaining issues, we encourage him to contact us directly so that we can work towards a resolution.
  
  Once again, we apologize for any inconvenience caused and we hope that this explanation helps to clarify the situation. Please do not hesitate to contact us if you have any further questions or comments.
  
  Regards,
  The Executive Customer Care Team
  HughesNet

  Phone: ************

• Initial Complaint

  Date:02/28/2023

  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.

  My 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: 04/10/2023

  Re: *****************************
  Complaint ID: ********
  
  Dear ****************,
  
  Thank you for bringing this customer's concerns to our attention. We apologize for any inconvenience this may have caused **********************. As per our policy, we require our subscribers to commit to a 24-month service plan when they sign up for HughesNet. This commitment includes an early termination fee in the event that the subscriber chooses to terminate their service before the 24-month period has ended.
  
  Our website clearly mentions the 24-month commitment under the "Service Plans" section, which is visible before the subscriber selects their preferred plan. As for the $400 fee, it is also mentioned in the terms and conditions, which our installer obtains a signature from the subscriber acknowledging that they had read and accepted.
  
  Regarding the subscriber's concerns about data usage, we understand their frustration. However, it is important to note that our policy states that any data used during the first few days after activation will not count against the subscriber's data allowance. Once this grace period ends, any data usage will count towards the subscriber's data allowance. Additionally, when a customer is in the grace period, their data will reset daily instead of monthly, so when *** ********* checked and saw he was out of data, this may be due to the Daily reset not hitting his account until the day after he checked it.
  
  We take pride in providing quality service to our subscribers and our team is always ready to assist with any technical issues that may arise. However, it is important to follow our troubleshooting steps before deciding to terminate the service. We were not able to see any calls where the subscriber had reached out to us to troubleshoot their technical issues.
  
  We apologize for any miscommunication or confusion, but we are not able to waive the early termination fee. We respectfully request that our response to this complaint be accepted as closure to the case. If you have any further questions or comments, please do not hesitate to contact us.
  
  Regards,
  The Executive Customer Care Team
  HughesNet
  Phone: ************

  Customer Answer

  Date: 04/11/2023

  [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:
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:02/24/2023

  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.

  Signed up for hughes net terrible internet from day one...they could never fix it do I canceled it. Was told I wouldn't be charged but was charged the next day and when I called again I was told my account wasn't canceled. I was told they would send a tech to remove the satellite dish and waive the fee then when I called they said I had to get up on the roof and get the radio off the dish. I can't do that and don't have help When I called again I was told they would have to charge $100 then when I talked to the supervisor he said $150 all in the same phone call Still no resolution

  Business Response

  Date: 03/29/2023

  March 29, 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, the difficulties with canceling the account, and the customer service she experienced.

  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the account was canceled on February 17, 2023 and HughesNet agreed to waive the early termination fee in the amount of $400. We confirmed the radio transmitter, modem, and power cord were received. HughesNet apologizes for the difficulty she had in canceling the account.
  

  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 her customer service experience and please be assured we will provide enhanced training to our support team to address these concerns.
  

  HughesNet apologizes that our services did not meet *** ******'s expectations. 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: 03/31/2023

  [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:02/23/2023

  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 ordered services on September & was told that my bill will be $69 plus taxes & fees. After being surprised that my bill was $ 105 I called & was told that I only had discount for 6 months & they apologized for the customer service that didn’t give me the right info. But I have been charged $ 106 since November. That besides the horrible service & my kids can’t even do homework due to the poor internet signal. Please resolve my problem as this is fraudulent. Thank you.

  Business Response

  Date: 03/28/2023

  March 28, 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 service discount expiration date, the performance of her HughesNet service, and her request for a billing adjustment. Unfortunately, we have been unsuccessful in establishing contact with **************** and received a message stating the voicemail box was full.
  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate **************** was notified of the service discount expiration date several ways. At the time **************** ordered service, we emailed a copy of the order details to the email address she provided. Secondly, the duration of the service discount is printed on the invoices. We attached a copy of the initial invoice to validate this information. **************** may view all invoice history at the online customer support center.
  Regarding ******************** concern with the performance of the HughesNet service, please be advised our Executive Customer Care representative attempted to contact **************** to diagnose and troubleshoot the performance issues. Unfortunately, we received a message stating the voicemail box is full. Technical support is available 24 hours a day,7 days a week to offer troubleshooting at her convenience.
  Regarding ******************** request for a billing adjustment, please be advised on February 19, 2023 HughesNet issued a credit in the amount of $82.05 representing the February bill period and a $30.00 service discount for 12-months. Additionally, on March 26, 2023 HughesNet issued another credit in the amount of $111.79 representing the March and April bill period. Considering HughesNet issued multiple credits and service discount, no further billing adjustments can be issued at this time.
  Please review the attached invoice for the service discount expiration date.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: 03/28/2023

  [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,
  
  ***********************
  I accept if they honour whats on the email for the discount but I wont believe it until it is time for last discount which is April as I have been told lies before by the same company. & also I have not been contacted by HughesNet before nor is my mailbox ever full. Thank you. 

• Initial Complaint

  Date:02/22/2023

  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 had Hughes Net for a month in 2022. Ultimately Hughes net could not provide us with internet service due to our location. We cancelled the service and got another provider. We cancelled on March 18, 2022, they sent us a box to send the modem and an antenna back to them. We did. They provided the box and shipping label. Today nearly a year later we get a letter from a collector for $325. I call the customer line to ask what the charge was for. They said it was for their equipment. I said we returned that months ago. She asked me for a tracking number. I said I didn't have it bc they provided it. She said they had no record and ultimately we would have to pay. I asked to speak to a manager, she put me on hold, got back on the line said to call back during normal business hours. I then asked if a manager was on duty? She said yes but she can't keep me on the line and put me on hold again. When she took me off hold she said bye and hung up. We no longer have Hughes net due to no coverage, we terminated as of March 18, 2022. I have an email stating we would be charged 0$ for terminating early bc we had no service. I called to resolve the issue and was hung up on after waiting 35 minutes for a resolution. We would like an adjustment on our bill and a correction made on my credit report.

  Business Response

  Date: 03/28/2023

  March 28, 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 charges after the equipment was returned and her request for a billing adjustment.
  The HughesNet subscriber agreement at ************************************************* contains specific language advising our customers that "you must return your HughesNet modem, power supply, and radio in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter)".
  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate the equipment was not returned within 45 days of cancellation date which is the reason the account was charged a $300 Unreturned Equipment Fee. *** ****** mentioned she did not have the tracking number to validate the return date. In a good faith effort to resolve the dispute, HughesNet agreed to issue a credit in the amount of $325.05 representing the unreturned equipment fee. The collection agency will be notified of the credit. It may take up to 7 business days for the collection agency 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:02/16/2023

  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.

  Hughesnet charged my card and I don't have an account with them.. I would like my money back...

  Business Response

  Date: 03/20/2023

  Re: *********************************
  Complaint ID: ********
  
  
  Dear ****************,
  
  In response to your letter to the Executive Customer Care division of HughesNet, we would like to address *** ********* to talk about the outstanding matter regarding the charges on his card.
  
  Our Executive Customer Care representative reviewed all pertinent call logs and database records. The customer states that his card was charged but he does not have a HughesNet account with us. Upon checking the address provided by *** *********, I was able to find that there is an account registered to said address but the name of the account holder is different from *** *********'s name.
  
  To Investigate this matter further we would need additional information from *** *********. We ask that he call us at our customer service line (###-###-####). This is something that HughesNet takes very seriously and we would like to resolve this matter as soon as possible.
  
  We apologize for any inconvenience that *** ********* may have experienced and hope that our actions will demonstrate our good faith. We respectfully request that our response to this complaint be accepted as closure to the case. If you have any further questions or comments, please do not hesitate to contact us.
  
  Regards,
  Executive Customer Care Team
  ************ 

• Initial Complaint

  Date:02/08/2023

  Type:Order 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 Hughesnet (Acct #************) come out and install their internet service at my home with the promise that their service would work at my house. I had to discontinue their service due to the fact I seldom had internet for my computer (work from home) and could not watch or stream movies because their service did not work most of the time. I called seven times to resolve the issues to no avail. (Tech support case numbers: *********, *********, *********, *********, *********). The first two times I called I did not get case numbers. Since I had the service disconnected, they are trying to charge me $448.00 after I have already returned the equipment. They charged me $100.00 to have someone come out and take down the equipment to be returned to them. I am 65 years old. I wonder how they expected me to get on the house to get the equipment down. Their standard disconnect fee is $300 if you cancel before my contract is up. I had to disconnect because their service did not work and now they want to charge me $448.00 to disconnect a service that did not work. I have a very good credit rating and don't want a scrupulous company to ruin that. Please help if you can. Thank you.

  Business Response

  Date: 03/15/2023

  Dear ****************,
  
  In response to your letter to the Executive Customer Care division of HughesNet, we would like to address *** ***** to talk about the outstanding matter regarding her early termination and de-installation fees. 
  
  Our Executive Customer Care representative reviewed all pertinent call logs and database records. We were able to find that currently she owes $448.25. This includes the early termination fees, and the de-installation fee. Based on the cases we have on record along with the cases provided by *** *****, it does appear that a genuine effort was made to resolve her technical issues on both ends. With that being said, HughesNet has agreed to waive the cost of the de-installation, as well as half of the early termination fee as a gesture of good faith. We have gone ahead and credited *** *****' account for a total of $250.00.  This brings the total amount owed down to $198.25. If *** ***** would like to pay the remainder of this balance, please advise her to contact our customer service.
  
  We apologize for any inconvenience that *** ***** may have experienced and hope that our actions will demonstrate our good faith. We respectfully request that our response to this complaint be accepted as closure to the case. If you have any further questions or comments, please do not hesitate to contact us.
  
  Regards,
  Executive Customer Care Team
  ************

  Customer Answer

  Date: 03/17/2023

  [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,
  
  *********************