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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.
    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/27/2023

      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.
      October 2021 I spoke with an agent about suspending my account and cancellation. I sent back the equipment with the box Hughes Network Provided. Since April of 2022, this has turned into countless phone calls and reassurance from agents at Hughes Network that it has been resolved. They sent me to two different collection agencies, the first of which dropped the account and quick calling me. The second one just contacted me to let me know that Hughes Network, in fact, did not resolve the issue like they claimed but are still perusing charges for equipment I do not have. I was with Hughes Network for over 10 years due to the lack of service in our area. And although it had not been ideal, at the time it was our only option. Now after all the money that I have paid them, and the same equipment I have had for as many years, they are charging me $367.02, for equipment I sent back to them. I talked to multiple agents on the phone, had to recount what happen over and over to different agents, be disconnected again and again and spend hours on the phone. Three times I was told it was resolved, I have two confirmation #'s and names of two of the agents. Today I was told that the confirmation #'s were in reference to the conversation of me owning on the account. Why would I need a confirmation # for that? It doesn't even make sense. Then when asking to speak to the supervisor today (***) he said he would no longer discuss it with me because they turned it over to collections. Which they had already done before. I will never go back to them EVER. Even if the equipment was lost I have paid more that that equipment is worth over 10 years. I feel absolutely appalled at the service, the attention, the understanding and I have no doubt that in response to my complaint it will be met with disinterest. I completely expect to get the standard letter of regret in which I am sure they feel none of, due to me being a no one of consequence to them.

      Business Response

      Date: 02/28/2023

      February 28, 2023

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

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

      Dear ****************:

      In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** **** to address the outstanding matter regarding the assurance of credit for the unreturned equipment fee and her request to correct the credit report.
      Our Executive Customer Care representative reviewed all pertinent database records and call logs. We reviewed the call *** **** completed on September 7, 2022. The call verified HughesNet offered credit in the amount of $367.02 representing the unreturned equipment fee. We determined Case ********* was not documented with the information. We apologize for her customer service experience and please be assured we will provide enhanced training to our support team to address these concerns.
      *** **** mentioned she settled the balance with collections. She agreed to pay $150 and collections agreed to credit $217.02. In light of our investigation, on February 28, 2023 HughesNet agreed to issue a refund in the amount of $150 representing the settlement she paid. A refund check will be issued by mail and may take up to 45-days for delivery. ** **** acknowledged she understood.
      We sincerely regret any inconvenience *** **** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.

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

    • Initial Complaint

      Date:01/25/2023

      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 live in an area that didn’t offer a lot of internet choices. I reluctantly signed up for Hughes.net. We have had their service now since February of 2021., during that time I have called many times and told them that I was basically not getting the product I had been promised. The internet is continually buffering and was even told to turn Our cell phone data off because Hughes.net couldn’t compete with it. I can’t even describe the frustration and time spend on the phone with Hughes.net. We are now moving to a new home and I definitely do not want to enter into another 2 year contract with this company! They want to charge me a $240 early termination fee. Even though I have made many attempts to tell them they are not supplying the service they promised. Can you help me get out of this contract without the fee? Please help!

      Business Response

      Date: 02/24/2023

      February 24, 2023


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

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


      Dear ****************:

      In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact *** **** to address the outstanding matter regarding the performance of her HughesNet service 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. Our records indicate the 20 GB purchased with the service plan exceeded during the data cycle. On October 21, 2022 *** **** upgrade to the 50 GB service plan and the household continued to exceed the data allowance. 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 February 4, 2023 she was offered further troubleshooting to determine the underlying issue, 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.
      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.
      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: 03/07/2023

      [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 upset  upsetting to me, but at this point I have exhausted all avenues in getting satisfaction from Hughes net. So Iguess accepting their response is my only recourse. 

      Regards,

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

      Date:01/25/2023

      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.
      Hughes net was the only one of few internet providers listed in our area I was assured it was designed for a rural area. I have called technical support numerous times with out any resolution. I feel I was mislead and given the run around every time I call I was told I need a bigger package of data ( more money ) I then called to cancel my service after two months calling for assistance and the fee is almost 400 dollars. I have many health issues and having the internet is vital. Im Saddened to think that big corporations get away with this . Im saddened and disappointed with HughesNet . At this point I believe my cancellation shouldnt cost me a dime. Thank you!

      Business Response

      Date: 02/24/2023

      February 24, 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 and call logs. Our records indicate the 30 GB purchased with the service plan exceeded during the data cycle. On December 17, 2022 *** ***** agreed to upgrade to the 50 GB service plan and the household continued to exceed the data allowance. 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. In a good faith effort to resolve the dispute, HughesNet agreed to waive 50% of the early termination fee in the amount of $185.
      We sincerely regret any inconvenience *** ***** may have experienced and are hopeful waiving 50% of the termination fee 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:01/15/2023

      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.
      Date of signup - 8/2022 Account No. ************ SIGNED UP FOR INTERNET I signed up with HughesNet service for two years, but their internet was not working. I called them and told them it was not working, and they said it shows on their side that it is working. I paid them $450 for the equipment and signed up for a more expensive plan with more data to see if it would work, but it never did. I called to cancel, and they stated they are not reimbursing me the equipment amount of $450, and on top of that, they are charging me almost $300 for canceling without finishing the two-year contract. I explained to them that it was not working, and I did everything I could to see if it worked, even spending money to buy extenders, but still, it did not work. I signed the contract in August, paid the $450, signed two of your agreement on the pretext that I would get good service, which did not happen. Now they are ripping me off by making me pay the $297 and not reimbursing me the equipment fee, which I paid for assuming I would use it for two years. This is a rip-off since the failure was on their part, having failed to provide the service I signed up for.

      Business Response

      Date: 02/11/2023

      February 10, 2023


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

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


      Dear ****************:

      In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** ****** to address the outstanding matter regarding the performance of her HughesNet service and her request for a refund of the equipment purchase fee.
      Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate *** ******'s account was activated August 11, 2022 and the account has been active for 5-months. HughesNet reserves the right to be notified of an equipment purchase fee reimbursement in a timely manner. HughesNet understands *** ******'s frustration and concern, however, the refund request is invalid.
      Regarding *** ******'s concern with the performance of his HughesNet service, please be advised our records indicate the 15 GB purchased with the service plan exceeded during the data cycle. On September 24, 2022 *** ****** upgrade to the 50 GB and the household continued to exceed the data allowance. The subscriber agreement 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.
      Additionally, we show prior to her call to cancel services in January she only contacted us once regarding her buffering issues on October 11, 2022. The agent offered troubleshooting, but *** ****** was not home to complete the steps. When *** ****** called to cancel on January 14, 2023 she was offered further troubleshooting to correct her problem, 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.
      In recognition of *** ******'s expressed concerns, HughesNet agreed to refund 50% of the early termination fee in the amount of $149. The refund will post to the checking account on file within 1-7 business days.
      We sincerely regret any inconvenience *** ****** may have experienced and are hopeful refunding 50% of the early termination fee 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:01/07/2023

      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.
      The service never worked. Called multiple times never got though. Called to cancel and the representative told me that I’ve never called but they never looked at the numerous complaints I had to emailed. Was offered a promotion of a $300 gift card never received it. Contract states that it was a $300 cancellation fee. Turned out to be a $400 cancellation fee. I could not use my phone while I had Hughes net Internet. If a call came in I had to turn off my Wi-Fi. When I told the representative that she told me that I should get on my phone and just click forget Network. Why would I want to forget network on my phone? Also, nowhere in the contract does it state that I have to get on my roof and cut the radio off.

      Business Response

      Date: 02/07/2023

      February 7, 2023

      **. ***********************
      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 rebate offer, the removal of the radio transmitter from the roof, and the termination fee amount.

      Our Executive Customer Care representative reviewed all pertinent database records and call logs. At the time *** ****** ordered service, she had to agree to the terms and conditions of our subscriber agreement to begin HughesNet service. 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 during the first ninety (90) days after activation of the applicable HughesNet Service plan. 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.

      Our records indicate *** ****** never contacted our technical support department to alert us that the services were not performing as advertised. We can only assume that the service is working properly and we did not have the opportunity to address *** ******'s technical concerns. When customers are experiencing issues with their service, they are encouraged to contact Customer Support so that our agents can perform real-time troubleshooting with the customer and determine the underlying issue. When *** ****** called to cancel on December 22 she was offered further troubleshooting to correct her problem, 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 in the amount of $340 is valid.

      Regarding *** ******'s concern with the rebate, please be advised subscribers eligible for the $300 rebate must visit www.hughesnetrebates.com in a timely manner to obtain the rebate form and include two invoices. HughesNet offered assistance, but *** ****** declined this offer.

      Regarding *** ******'s concern with the equipment return policy, please be advised if the subscriber is unable to de-install the radio transmitter, a professional installer can be requested, at the subscriber's expense, to perform the work. The cost of this option is $100. Once de-installation is complete, the modem, power supply, and radio will be left *** ******. The equipment must be returned using the prepaid shipping label and a box that was delivered January 13, 2023 according to the UPS tracking number [see attachment]. *** ****** took this opportunity to notify HughesNet she is a disabled veteran and expressed the challenges she may experience with removing the radio transmitter. HughesNet agreed to create a complimentary on-site visit to remove the radio transmitter and she will be receiving a call within 3 business days to schedule the appointment.

      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: 02/25/2023

      [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:01/02/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I live in a rural area in Pennsylvania and the internet service we had was very slow and buffered alot. I kept getting mail ads for Hughes Network internet service so I gave them a call and they assured me that their internet service was a 100% guarantee that we would be completely satisfied with their services. So after I spent $506 to have a satellite dish installed on my roof, their service NEVER worked! NOT ONCE! I was on the phone with them for over 2 aggravating hours telling them their service was not only worse than my last internet carrier, but DID NOT WORK AT ALL! The latency, or ping, was over 1,000. The lower the ping number, the better internet service you receive. I have fought tooth and nail with this company trying to get my $506 back along with the $36 they charged my account 5 days later for over a year now to no avail! So my mother in-law suggested I reach out to the BBB to see if you can help. Hughes Network ripped me off $542 and I have a satellite dish ontop of my house that's completely worthless. Thank you, and we pray you can help me and my family get our money back from these CROOKS!

      Business Response

      Date: 02/02/2023

      February 2, 2023

      **.***********************
      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 a refund for the equipment purchase fee.
      Our Executive Customer Care representative reviewed all pertinent database records and call logs. The call *** ******* completed with HughesNet customer support did not indicate he was requesting a refund for the equipment purchase fee. In recognition of *** *******'s expressed concerns, HughesNet notified *** ******* he may return the radio transmitter, modem, and power cord at his own expense to receive a refund in the amount of $249.99 representing the equipment purchase fee. HughesNet provided the equipment return address Hughes Network Systems 16060 Industrial Drive in Gaithersburg, MD 20877. We assigned a follow up call for February 7, 2023 to the shipping tracking number to begin the refund process. *** ******* acknowledged he understood.
      HughesNet is wholly committed to clarifying the nature of *** *******'s concerns and expectations relative to his account. We look forward to addressing these concerns as soon as possible. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID***-***-****

      Regards,
      Executive Customer Care Team
      ###-###-####

    • Initial Complaint

      Date:12/18/2022

      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.
      I called to cancel hughes net.They refused to cancel the service saying that I signed A contract and I had to pay 8 more months for the contract to expire.This service is terrible and I did not sign A contract.They also threaten to put it on my credit report if I did'nt pay 8 more months.This is flat out blackmail.I see in the last 3 years they have had over 3,000 complains.Something needs to be done to stop these people they are con artist.thank you. ***********************

      Business Response

      Date: 01/16/2023

      January 16, 2023

      **.***********************
      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 contract.
      Our Executive Customer Care representative reviewed all pertinent database records and call logs. In light of our investigation, HughesNet agreed to issue a credit in the amount of $137.68 representing the early termination fee. Additionally, HughesNet agreed to issue a refund in the amount of $50.00 representing the partial payment made towards the termination fee balance. The refund will be issued by mail and may take up to 45-days.

      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:12/14/2022

      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.
      I have been overcharged the amount of $61.00 by HughesNet and they cannot seem to tell me what the extra charge is for even though I phoned twice to try and get an explanation. They will only state I owe that amount over the amount of $150.21 which would be the correct amount for 100 GB/mth plus other charges including tx. I received a text from them stating they are going to cut my service if I do not pay the $61.00 immediately even though they have received the $150.21. I autopay through ***** and I created a dispute regarding the $61.00 and they were contacted by ***** but they will not respond; instead they sent me the pay or else email. ***** is continuing to try to resolve the issue but they cannot do anything if the service is cut even though I really owe them nothing. I have had this 100 GB plan for only 2 months...it's a new plan they offer. The plan itself is $139.00 but then you pay for equipment rental etc. I put refund for the desired resolution, but the actual resolution would be for them to admit their mistake and take off the extra $61.00. Account Number: ************ Customer since: 6/18/22 Invoice Number: ************ Bill To: ***** ****** ***** * ******* ** Floral City FL ********** Bill Summary Previous Balance: $ 150.21 Last Payment: $ -150.21 Adjustments: $ 0.00 Past Due: $ 0.00 Recurring/One Time Charges: $ 209.72 Usage Charges: $ 0.00 Current Charges: $ 209.72 Taxes: $ 1.49 Total Current Invoice: $ 211.21 Total Due: $ 211.21 Due Date: 11/18/22 You can see from the invoice there is no explanation for the extra charge. All their invoices include the one time charge note but there is never a charge on that notation. There is no adjustment...nothing whatsoever to say what the 61.00 is for. In reality, there is not extra anything. I have not gone over the 100 GB...in fact I used less.

      Business Response

      Date: 12/29/2022

      December 29, 2022

      **.***********************
      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 a $61 charge and her request for a refund. Unfortunately, we have been unsuccessful in establishing contact with *** ******.
      Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the difference between the October 2022 invoice and the November 2022 invoice was an upgrade from the 45 GB service plan to the 100 GB service plan. The upgrade was completed on October 18, 2022. The invoice that generated November 18, 2022 charged the 100 GB service plan for billing period October 18, 2022 through November 18, 2022 and November 18, 2022 through December 18, 2022 [see attachment]. Please be advised the charges are valid due to the upgrade.
      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: 01/15/2023

      [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:

      Two messages were left on my phone which I did not have on me at the time of the calls.  There was no way to get in touch with the person who left the messages as my phone registered

      the number as unknown and no phone number was left in the 2 messages in order for me to call back, which, I would have done if that person had left a way to get back to them.

      I do not find hughesnet to be an honest company.  I do not have the streaming speed I was told I would have and their invoice system is ridiculous.  I am left with no recourse because it seems they are good at smoke and mirrors.  I had to pay the amount they said I owed as they took away the internet service within 2 days of my wanting to know what the extra charges were.  They have refused to properly explain why I was charged the extra amount.  They charged the amount 2 months after I changed my plan.  Wouldn't the extra charge have been applied after the change and not 2 months after if it was legit?

      I was told I would receive a $200.00 card as a new customer and when I asked where it was I was told I had to apply for it.  When I phoned 'myhughesnet'com' about the card, I was told I had wait 2 months to show I was a customer and then send in the application for the card along with copies of the invoices.  I asked for invoices to be mailed to me and I was told they do not do that and I had to print them off myself.  Their site actually says they will mail you invoices if you ask for them although you will have to pay for them.  Do they actually want to keep customers or do they just prefer to fish in new ones with the promise of a rebate?  Later on, they were promising new customers $300.00 credit cards but I think they have now reduced that to $100.00

      I have no problem wondering why hughesnet has lost over ****** customers within the last year and this can be found online with a simple search.  I guess in the long run it will not matter since they are being replaced by companies like spectrum.  It is obvious I will never get a refund and I look forward to alternative internet service within the next 6 months or so.

      It would be honest of them though, to at least send me that $200.00 credit card I was promised.

      Regards,

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

      Business Response

      Date: 02/13/2023

      February 13, 2023

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


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

      Dear ****************:

      The Executive Customer Care division of HughesNet received *** ******'s response and appreciate her feedback. Please be advised in our previous response we provided the Executive Customer Care division telephone number. We acknowledged we may not make contact at times due to *** ******'s and HughesNet scheduling conflicts.
      Regarding *** ******'s concern with the performance of her HughesNet service, please be advised our records indicate *** ****** never reported performance issues. We received calls about a rebate inquiry, data allowance reset date, and billing inquiry about prorates from the upgrade. When customers are experiencing issues with their service, they are encouraged to contact Customer Support so that our agents can perform real-time troubleshooting with the customer and determine the underlying issue. In light of our investigation, we can offer the assistance of our technical support team to address *** ******'s technical concerns. Our technical support team is available 24 hours a day, 7 days a week.
      Regarding *** ******'s concern with the date the prorates were charged, please be advised on October 18, 2022 *** ****** upgrade from the 45 GB service plan to the 100 GB service plan [see attachment]. The prorates appeared on the November 18, 2022 invoice because it was too late to appear on October 18, 2022 invoice.
      Regarding *** ******'s concern with the rebate policy, please be advised HughesNet disclosed the steps to redeem a rebate correctly. Subscribers must fill out the rebate form and include the first two invoices. The rebate does have an expiration date and the request must be submitted in a timely manner. If an account is set up with the automatic payment feature the invoices are available electronically.
      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: 03/15/2023

      [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 completed all the terms for the $200.00 dollar rebate, following the directions on the site provided for that purpose.  The response I got was that
      I wasn't eligible for a refund.  So, they still do owe me that rebate but do not seem to honor their own advertising.

      When searching online for other people having similar problems with this company, I noticed many people are not receiving the rebate that was promised to them.  There are also different
      amounts ranging from 100 to 300 dollars.  I would still like that rebate that I was promised, but HughesNet is putting themselves out of business with their empty promises and bad
      service.

      Regards,

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

      Date:12/12/2022

      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.
      No phone service for one month already i can call hughes net they pick up i hear them but they cant hear me. several neighbors have tried to call from my house and they also could not get thru. I then went on Dec12 to my local agency they filed a complaint with hughes net and was told someone would call me within 2 hours thats how long it would take to get home. It is now around 7 50 pm and still nothing. The agent that orriginally signed me up told them that the installation on my roof is bad> I need credit for one months billing and if this situation is not resolved i then need to look for a different carrier

      Business Response

      Date: 12/22/2022

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

      HughesNet apologizes for any technical problems that may have affected ******************* phone service. We had a technician visit the home on December 17th, and the problem appears to be fixed. I applied a one time $30 credit to the account as compensation for ******************* problems. If any other issues arise she should contact us at her earliest convenience. 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

    • Initial Complaint

      Date:12/09/2022

      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.
      Hughesnet canceled our service because they could not get it to work at our location. I contacted hughesnet and let them know I was sick and hadnt been able to return the equipment. They told me it was ok to still return and get a credit for the return so I returned it. Fast forward debt collection agencys are wanting 300 something for not returning equipment. I have proof they received it but they say even though they got it back it took me to long. Which why would they tell me its ok if its not? If they are forcing me to pay for the equipment I want what Im paying for returned to me. They forced me to pay the first bill citing I was able to use a few gb of there service even though they agreed they couldnt get it to work. Spent hours trouble shooting. Had to pay someone to get on my roof to remove it to send back and now yall really trying to scam me for additional money when you got your equipment back really???? They admit they have it but they wont credit my account nor send me back what they are forcing my to pay for. If I cannot get a resolution here I will go through a attorney

      Business Response

      Date: 12/21/2022

      December 20, 2022

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

      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 refund for equipment that was returned.

      Our Executive Customer Care representative reviewed all pertinent database records and call logs. 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.

      Regarding *** ********'s request for a refund for equipment that was returned, please be advised we reviewed the call *** ******** completed on May 31, 2022. The call verified HughesNet notified *** ******** she may return the radio transmitter, modem, and power cord to reverse the unreturned equipment fee. On December 20, 2022 our Executive Customer Care representative explained the equipment fee must be returned within 108 days of the cancellation date. In light of our investigation, we agreed to issue a credit in the amount of $333.75 representing the unreturned equipment fee. This brings the balance to $0.00. Collections will be notified of the updated balance within 1-7 business days.

      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: 12/29/2022

      [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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