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:12/06/2022

  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.

  We were sent to collections for an unpaid balance; however, we have been requesting a statement be mailed to us for payment since the end of September. Collections has now 'washed' their hands of the situation and advised us to follow up with Hughes Net. I made a call to Toni at Hughes Net on 09/23 and made the attempt to cancel my account (for many different reasons). At that time my credit card that was on file was no longer accepting automatic payments. Toni quoted me 81.59 as a final bill. I requested to have a paper invoice mailed to my house rather than paying over the phone with a credit card as there is a lack of trust on our behalf with Hughes Net. I still had not received the bill (or box to mail the equipment back) so I placed a call on 10/26 again. I spoke to Ray and he said the request to mail the box had been made prior but made another request. He quoted me 54.39 for my final bill (different than previous quote). I again asked to have a paper invoice mailed to my house and he said he put the request in to have a paper statement mailed to have the bill paid for by check. I still had not received a statement so I called on 11/21 and spoke to Joe. He initially quoted me 81.59 and then 54.39. I asked to talk to a supervisor at that point. I spoke to Amy and she identified herself as the billing supervisor. I again asked to have a paper statement mailed to me in order to properly pay my bill as there have been different amounts quoted to me. She told me that it was not possible to print a paper statement as it was outside of the billing cycle and I had initially been set up to have electronic statements. I do not have the ability to print at home which is why I was asking for a statement to be mailed to me, which I indicated to Amy. She then told me that any invoice that would be printed moving forward would reflect a 0.00 balance as there has been no usage since I cancelled in September and there is nothing that they can send us indicating how much our past due balance is. I did attempt to pay with the initial credit card over the pone on 11/21 just to settle the matter, however; my credit card wouldn't allow the payment to be processed. The only other option that Amy gave me to pay our bill was to send a check (with nothing else) to a PO Box in Chicago, which I am not comfortable with. I am disputing that this was ever sent to collections considering I have been asking for something to be mailed to my house since September in order to have this bill paid. I find it difficult to believe that they do not have the capacity to print an invoice for us with an amount of it and send it to our house if they want this bill paid for. We are not paying a bill without an invoice with a specified amount (especially considering they have given me a few different amounts). Please direct us in the best way to handle this as we are quite frustrated with Hughes Net and that this bill was sent to collections.

  Business Response

  Date: 12/19/2022

  December 16, 2022
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re: ******* And ********* ********
  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 her request for an invoice.
  

  Our Executive Customer Care representative reviewed all pertinent database records and call logs. HughesNet appreciates the feedback regarding the customer service *** ******** experienced. At the end of the call, our customer should feel a one-on-one discussion relative to their particular problem was provided and feel they have engaged in a productive, positive conversation. 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 an invoice, please be advised we will attach a copy of the invoice with this response [see attachment]. Upon receipt of the payment, HughesNet will notify collections of the payment. Thereafter, it may take collections 1-7 business days to update their records.

  HughesNet apologizes for the difficulty she had in obtaining a copy of the invoice 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:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a long time customer of hughesnet and never really had issues until I moved. I had had hughesnet for longer than the required time at my old house before i asked to move my service. I did not want to have to start a new commitment plan but i was informed that the only way i would not be charged for equipment and set up is if i entered a 12 month commitment. After finally agreeing to it they went to the wrong address to set it up, my old address where it already was. About a week after set up i called because it was not working and i could clearly see it was because of a building blocking the sky. They came out and moved it, did not bother to bury the wire or anything. Then im seeing i am getting charged the full amount of equipment and set up. And even though they did not keep their side of the agreement, i am expected to keep mine and cannot cancel service without another fee. And on top of all of this, i still cannot use the internet but refuse to ask them to come fix it for i would have to pay yet another fee.

  Business Response

  Date: 12/12/2022

  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:*************************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ****** has concerns regarding the HughesNet service.
  
  I have reviewed *** ******'s account history. HughesNet apologizes for any difficultied with *** ******'s move. I show that *** ****** was not charged for the move itself, but a follow up technical appointment to correct the position of the dish. Since this appointment was within 1 month of the technician visit for the move order I have credited what was charged for the technician visit. In consideration of her issues, and as a courtesy to a long time customer, HughesNet will waive *** ******'s early termination fee. She can contact our Account Managemnt department and reference case number ********* to have her termination fee waived. We will send a self addressed postage paid mailer for the return of the modem, power cord, and radio transmitter located on the end of the arm of the satellite dish. *** ****** should make sure to verify the correct address to ship the mailer to with the Account Management agent.
  
  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

• Initial Complaint

  Date:11/22/2022

  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.

  On 11/22/2022 for a week in a row at 8pm and other various timesover the last 2 years, Hughes net has failed to provide the minimum of 1 to 3 mbps which is what your service slows to after you use up all of your Gigabit speed you pay a monthly fee for. I have repeatadly sat at my computer night after night after night for up to 1hr trying to do basic internet search's and no success. Only after calling Hughes net and they give me extra Gigabit time am I able to do basic internet work. I and my family do not stream any movie or use *****.Rather than fix the issue and provide what they advertize as 1 to 3mbps after your high speed service runs out, they try and talk you into buying token to get faster speed.I am sure I am not the only person to see this issue and spend hours trying to work the internet and hours talking to reps who are of no help at all.When you talk to someone they say here is some free high speed time to keep you from being angry about Hughesnet service. I would like 6 months of back payments as a credit to my account for missrepresentation of services and loss of the use of internet after my highspeed service had run out, I should not have to purchase more speed or pay more money for something your company advertizes would be a certain speed after such time. Thank you *************************** husband to *************************

  Business Response

  Date: 12/01/2022

  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:*************************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ****** has concerns regarding the HughesNet service.
  
  I have reviewed *** ******'s usage. Over the last two months she has used 346 GB. With a monthly plan allowance of 10 GB she will exceed her data allowance in less than 2 days. When this happens she will experience our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. (…) If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” When the customer agreed to the 24-month agreement she agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. *** ****** should note Fair Access Policy speeds are quoted as low or lower than 1 Mbps. Since the Fair Access Policy is stipulated in the subscriber agreement, exceeding data allowances is not grounds for refunding service charges. We can offer our 100 GB plan at a $50 discount for 12 months with a new 12 month commitment. If *** ***** wishes to accept this upgrade offer she can contact our Account Management department and reference case number 149881801. If she does not wish to upgrade and is not satisfied with the speeds she gets when she has exceeded her allowance, she is outside of her original commitment so there would be no penalty to cancel. She is free to find a provider that better suits her needs.
  
  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:11/16/2022

  Type:Sales and Advertising 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 moved in a home that was in a very secluded area. There were very few options for internet services and I decided to go through Hughesnet. Immediately the internet service was horrible and I had to upgrade my plan to get my tv to stop buffering. Even with paying an outrageous amount of $175 a month, I still had to buy “tokens” on multiple occasions to get any kind of speed. Out of all the providers I have used, this was the worst by far. After a month of going through hughesnet I decided to move into in apartment. The apartments that I live as of now will not let me take Hughesnet with me due to potential roof damages from the satellite. I called to cancel the service and I was told that I had to pay a termination fee of $385. It is out of my control that the apartments I moved into doesn’t allow Hughesnet, and I should not be having to pay a fee of almost $400 to cancel. Not only am I being charged for the termination, but I’m also being charged $100 for a technician to come to my old home and take down the satilite. I have never been charged for something like this in any other service provider that I have went through. This is the worst experience that I have ever had with a company. I should not be charged for a termination fee when even if I wanted to keep using Hughesnet I simply would not be able to. I expect something to be done about this and I will be letting people know how price gouging, and inconsiderate your company is. No one should be charged $175 a month just so their tv can buffer the next day.

  Business Response

  Date: 11/28/2022

  November 28, 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 contacted *** ***** to address the outstanding matter regarding his request to cancel without a termination fee.
  

  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate that *** *****'s service was activated on September 15, 2022 and the account is scheduled to cancel on December 15, 2022. As a result of canceling within her contractual agreement, *** *****'s account was charged an early termination fee in the amount of $385. The HughesNet subscriber agreement at www.legal.hughesnet.com 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. Nevertheless, to reach an amicable resolution, HughesNet agreed to waive 50% of the early termination fee in the amount of $192.50. Lastly, on November 15, 2022 HughesNet agreed to waive 50% of the on-site visit fee in the amount of $50.00 to remove the radio transmitter. *** ***** acknowledged it is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions will generate on December 15, 2022. Thereafter, it may take up to 7-10 business days to deliver. Please return the modem, power cord, and the radio transmitter no later than January 29. 2023 to avoid being charged an Unreturned Equipment Fee of up to $300.
  

  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: 11/30/2022

  
  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:11/06/2022

  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.

  We purchased this service on 10/29/21 account # ************. The service is not up to standard of what was promised at time of purchase. Since day one of service we have not been able to stream a single movie on our television without buffering through the whole movie. The wifi through your phone is slow and does not work. I would like to cancel my plan immediately- due to not being provided the services that were promised. I also request to not be charged any termination fees and for my equipment to be removed off of my property wince the service we paid for has never been fulfilled even a year later.

  Business Response

  Date: 11/15/2022

  November 15, 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 contacted *** **** to address the outstanding matter regarding the performance of her HughesNet service and her request for a billing adjustment.

  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate *** **** 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. 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.

  On November 15, 2022 HughesNet offered to troubleshoot *** ****'s technical issues. *** **** respectfully declined and requested to cancel the account immediately. We submitted an immediate cancellation for November 15, 2022 and agreed to waive 50% of the early termination fee in the amount of $117.50. The account will be issued a credit for unused service between November 16, 2022 through December 2, 2022. The credit will apply towards the remaining early termination fee balance.
  

  It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions will arrive within 7-10 business days. Please return the modem, power cord, and the radio transmitter no later than December 31, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.
  

  *** **** accepted the offer and we sincerely regret any inconvenience she may have experienced. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.
  

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

• Initial Complaint

  Date:10/30/2022

  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 purchased satellite Internet service from Hughes in March of this year, have been very disappointed with the service over the past 7 months, and so I called this week to cancel the service and send back their equipment. They responded by stating that they will penalize me with a $310 termination fee, despite my dissatisfaction with their product. I was unaware of this fee and would not have purchased their service had I known about the problems and fee.

  Business Response

  Date: 11/10/2022

  November 10, 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 contacted *** ****** to address the outstanding matter regarding the performance of his HughesNet service and his request to cancel without a termination fee.
  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate *** ****** never contacted our technical support department to alert us that he was experiencing technical issues. 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. 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.

  *** ****** mentioned he was unable to use ****. Please be advised, all types of internet connections have latency which is affected by the distance the data has to travel from one place to another. With HughesNet satellite internet latency is slightly higher (longer) than other transports because the data must travel back and forth to satellites that are more than 20,000 miles in the sky. Live video conferencing with ****, live TV streaming, live WiFi calling, live gaming, or any live internet activity that requires a rapid response will be unplayable or may experience latency. The subscriber agreement at ************************************************* contains specific language advising our customers that "Actual speeds will likely be lower than the maximum speeds during peak hours. In addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the Wi-Fi source and the strength of the signal, and its usage is subject to the Fair Access Policy".
  Nevertheless, to reach an amicable resolution, HughesNet agreed to refund 50% of the early termination fee in the amount of $155. The refund will post to the ********** on file within 1-7 business days.
  *** ****** accepted the offer and we sincerely regret any inconvenience he may have experienced. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.
  

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

• Initial Complaint

  Date:10/27/2022

  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.

  I have been a HughesNet subscriber for a year. 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 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. There was only available service between the hours of 5AM to 8AM...then nothing no signal no nothing!

  Business Response

  Date: 11/09/2022

  November 9, 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 the performance of his HughesNet service, unclear, hidden commitment terms, and his request to cancel without a termination fee. Unfortunately, we have been unsuccessful in establishing contact with *** ********.
  Our Executive Customer Care representative reviewed all pertinent call logs and database records. Our records indicate the account was activated on September 23, 2021 and the account was canceled on November 1, 2022. *** ******** never contacted our technical support department to alert us that the services were not performing as advertised and we can only assume that the service is working properly. 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. 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 $235 termination fee is valid.

  Regarding *** ********'s concern with unclear or hidden commitment terms, please be advised commitment terms are disclosed during the ordering process. Additionally, HughesNet emailed the order confirmation to the email address provided by the account holder, Darlene Simonson, with the link to the subscriber agreement which includes the 24-month commitment term with an early termination fee up to $400. Lastly, when the service was installed, Ms. Simonson signed the installation reference sheet which also verified the terms and conditions were accepted [see attachment].
  

  We sincerely regret any inconvenience *** ******** may have experienced. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.
  

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

• Initial Complaint

  Date:10/26/2022

  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.

  I’ve been paying for a service that does not work at my house. I called more than once to get help with the internet & what they told me to did not work. I informed them that I have to be able to work at home some days, and I want to be able to watch television especially if i’m paying for it. i’ve had it for a few months and it didn’t work the entire time. I called to cancel my service simply because it did not work at my house and told them about working from home etc. they informed me I had to pay a disconnect fee of $400 and told me they were doing me a favor and letting me disconnect my service. Paying $400 is ridiculous for something that does not work at home. If it worked I would completely understand. The worker that I spoke with was no help at all. I am wanting to get help with this case because if something does not work we shouldn’t have to pay $400 to disconnect it.

  Business Response

  Date: 11/02/2022

  **.***********************
  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 the technical difficulties that may have been affecting *** ****'s services. We strive to offer quality, reliable internet and regret when we are unable to provide this. There is a known issue affecting speeds in *** ****'s area that is not localized at her home. Currently, we have no estimated time of correction. For this reason, if *** **** chooses to cancel her service we will waive her early termination fee. She can contact us at her convenience to cancel the services and reference this complaint and case number ********* to have the fee waived. We will send out a self addressed postage paid mailer for the return of the modem, power cord, and radio transmitter located on the end of the satellite dish arm.
  
  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:10/15/2022

  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.

  Hughesnet never told us that there was a $400 cancellation fee. We have not been able to get the service working as it was advertised. The service technician stopped out twice to "fix" something that was supposed to give us the speed we needed for an online class. The speed increased for a day or so and then went back to not working. I called today to cancel because the service hasn't been working. We were told that we cannot cancel without a $400 fee and that they can help us increase our speed by giving us a different data usage plan, which will cost more than the $120 a month we are paying. I refuse to pay more for a service that isn't guaranteed to work in the first place.

  Business Response

  Date: 10/25/2022

  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:***********************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ****** has concerns regarding the HughesNet service.
  
  I have reviewed *** ******'s account history. We had a technician to the home for a repair on June 22nd. In the following four months *** ****** did not call to report any problems or cooperate in troubleshooting. When she called to cancel recently she did not accept our offers to investigate any technical problems. HughesNet reserves the right to exhaust all avenues of technical support before waiving an early termination fee. Since there were no reports of problems after the technician visit and no troubleshooting the early termination fee is valid. In consideration of the technical issues *** ****** had in June, HughesNet will waive half of her early termination fee as a courtesy if she chooses to cancel now. She can contact our Account Management department and reference case number ********* to have half of her termination fee waived. If she cancels we will send out a self addressed postage paid mailer for the return of the modem, power cord, and radio transmitter located on the end of the arm of the satellite dish. Otherwise, she can contact our technical support team to investigate any potential issues.
  
  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:10/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 16, 2022 I called to disconnect service. Had internet service with them for 5 years. You pay for your service in advance. My payment for October service auto drafted on September 12th for $220.02. The customer service person would not return my payment. He said, “We don’t do that.” He also was supposed to send a box for me to return the equipment. Told me I had 45 days to return equipment or I would get charged for it. Never received it. Called today 10/12/22 asked where the box was. David, the customer service representative said he would check on it and kept me on hold for 48 minutes (never coming back on the line to say he was still working on it. He told me the box would be sent and I would have 45 days to return. I asked him about my payment being returned since I paid in advance. He said I was not disconnected until October 11th. I said, no I disconnected on September 16th. I was NEVER told on previous call that I would not disconnect until October 11th. I disconnected on September 16th. I want a REFUND.

  Business Response

  Date: 10/21/2022

  October 20, 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 contacted *** ****** to address the outstanding matter regarding charges after canceling the service and her request for a billing adjustment.

  Our Executive Customer Care representative reviewed all pertinent database records. Considering the household did not use service between September 15, 2022 through October 11, 2022, HughesNet agreed to issue a refund in the amount of $191.63. The refund will post to the Visa card on file within 1-7 business days.
  

  It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions will arrive October 21, 2022 according to the *** tracking number ****************** . Please return the modem, power cord, and the radio transmitter no later than November 25, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.
  

  We sincerely regret any inconvenience *** ****** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us.

  Please refer to Case ID *********. Thank you very much for your consideration.
  

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