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:09/02/2022

  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 got Hughesnet service in January 2022 hoping it would solve our internet needs, as I am a small business owner and work out of my house, and my children need internet access for school. I have been extremely dissatisfied with the quality since January. We constantly run out of data and I have to purchase more data token adding more money to the monthly bill. I was already paying over $100 per month. The speed was slow even with a clear sky. I had to call atleast once a month for technical support, and even then if the internet wouldnt work, I would have to drive 15 minutes to someones house in another town to use their internet. More time, more gas, more money out of my pocket. The last straw for me was on August 31st, at approximately 9:00am I had to purchase more data tokens since we ran out yet again. When I did the internet was slower than dial-up speed. I called technical support and they ran some tests. It was on and working but they told me to do a hard reboot on the modem. Once I did the internet stopped working altogether (code 22.1.1), and I have been without internet since. They said I need to pay for a technician to come and fix the satellite, but I explained to them it was working it was just super slow, but its not working now since they told me to do a hard rebook. They wanted $275 for the technician fee and $150 for the hourly rate. I refused to pay the technician and just want to cancel altogether. They are claiming there is an approximate $565 termination fee which I did not know. I explained to them how much money I have been spending for terrible service, the time and money I have been spending traveling elsewhere for internet, and lets not forget the hours spent on the phone. Today I called to cancel again and the cancellation department disconnected from me and never tried calling me back. Terrible service!It is completely unethical what this company is doing. All I want to do is cancel without a termination fee and be done.

  Business Response

  Date: 09/15/2022

  **.***********************
  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, I have canceled the account effective immediately and waived the termination fee. The payment of September 4th has been credited and will be refunded to the payment method on file in the standard processing time.
  
  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:08/31/2022

  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 ordered internet service from Hughes net through the internet and paid for the first month. I never talked to a person it was all done through the internet. I was never told of a contract at all. Service is really bad so I called to have it disconnected only to be told there is a contract if 3 years and if I discontinue service there is a $400.00 fee.So now I am stuck with this service.The sales rep said I signed something I asked him to send it to me and I have not received it yet.Very shady way to do business if I had know ahead of time there was a contract I would of never gotten it,People need to know about this

  Business Response

  Date: 09/15/2022

  September 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, disclosure of the commitment terms, and her request to cancel without a termination fee.
  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate HughesNet offered to troubleshoot, however, *** ***** was not on site to troubleshoot. HughesNet explained Live TV streaming requires a rapid response and will be unplayable or may experience latency because the data must travel back and forth to satellites that are more than 20,000 miles in the sky. *** ***** was also notified weather impacts the satellite service. Lastly, our records indicate the 30 GB purchased with the service plan exceeded during the data cycle. The subscriber agreement at **************************************************** contains specific language stating if the subscriber exceeds the monthly plan data, the subscriber will experience reduced speeds, typically 3 Mbps or less, until the next billing cycle. This Fair Access Policy is a tangible part of our service and we are unable to revise due to shared bandwidth with all our subscribers. Ultimately, it is the subscriber's responsibility to budget the data allowance purchased with the service plan to maintain a download up to 25 Mbps and upload up to 3 Mbps. Since the Fair Access Policy is part of our subscriber agreement canceling due to exceeding a data allowance is not a reason to waive an early termination fee. On September 15, 2022 HughesNet offered an upgrade to the 100 GB service plan with a service discount for a monthly rate in the amount of $94.98 before tax. *** ***** respectfully declined.

  Regarding *** *****'s concern with disclosure of the commitment terms when service is ordered online, please be advised the order will not proceed unless the customer checks that she agrees to the terms and conditions of the subscriber agreement which stipulates the 24-month commitment with an early termination fee up to $400. It is up to *** ***** to review and understand the online terms and conditions before agreeing to them as they are legally binding. An email is sent to the email address provided with a link to the subscriber agreement. Thereafter, the subscriber signs the install reference sheet indicating they read and accepted the terms [see attachment]. Nevertheless, to reach an amicable resolution, HughesNet agreed to waive 50% of the early termination fee in the amount of $200. *** ***** accepted the offer and requested the ********** removed from the HughesNet account.

  It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions will arrive within 7-10 business days. Please return the modem, power cord, and the radio transmitter no later than October 30, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.
  

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

  Thank you very much for your consideration.
  

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

• Initial Complaint

  Date:08/29/2022

  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.

  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. Or that you are signing a contract if a commitment of 2 years with the company. I never signed a contract or received any notice of a contract. Additionally there is no mention of a $400 fee anywhere on the page, which I was told I had to pay to get out of my contract. On top of this, the network is poor and unstable and we are not able to stream anywhere in the house except right next to the router. I am a college student and need to be able to do homework which is almost impossible to do.

  Business Response

  Date: 09/13/2022

  September 13, 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 to cancel without a termination fee.

  Our Executive Customer Care representative reviewed all pertinent call logs and database records. Our records indicate *** ******* never contacted our technical support department to alert us that the services were not performing as advertised. If we do not hear from a customer we will assume that the services are working properly and to the customer's satisfaction. HughesNet has not had the opportunity to address *** ******* 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 August 8, 2022 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 her termination fee is valid.
  

  In a good faith effort to resolve the dispute, HughesNet submit an immediate cancellation and agreed to waive 50% of the early termination fee in the amount of $200. The account will be issued credit for unused service between September 13, 2022 through September 19, 2022. The credit will apply towards the 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 October 29, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.
  

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

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

• Initial Complaint

  Date:08/27/2022

  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 was told by hughes net that I'd be able to use my hughes net internet as a slower connection, but guaranteed connection regardless, which was the first lie. I was told by Hughes Net that I would be able to stream movies and TV shows at a DVD quality stream, yet I am rarely able to stream as the videos constantly stop to buffer and never play all the way through. This was their 2nd lie. I was given the false impression that I would be able to have internet for any use other than "playing video games online" which was another lie as I have been UNABLE to work my JOB online since this internet does not work as promised. I feel scammed and conned. I have been unable to work due to the lie I was sold by Hughes Net. Ive decided to cut ties with Hughes Net but they want an insane amount of around $400 to "cancel my connection with them early" since I haven't finished the 2 year bullcrap contract with them!!! Now I see why they make you sign a contract because they know their service is less than promised. Since I was sold a lie, I think my account should be able to be canceled with no penalty to myself! I dont mind paying for the crap service I have used, but to charge me a fee to cancel a service that doesn't even service me is a con. I will not remove my review or change my mind on this matter until this is resolved. I am a low income MOTHER who was taken advantage of since there are no other internet options in my area of residence. I have attached proof of service (hughes net has my last name spelled INCORRECTLY on my account which also proves their incompetency) and 1 complaint to hughes net in the past. I didnt even bother complaining again to them because the issue never got resolved.

  Business Response

  Date: 09/08/2022

  **.***********************
  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 *** *****' account history. She called our support team once, on April 16th. She was having an issue with streaming. Our agent walked her through an adjustment to the settings on the modem and the problem was resolved. *** ***** has not called back to report any further issues with her services or cooperate in real time troubleshooting. HughesNet reserves the right to exhaust all avenues of technical support before waiving an early termination fee. Since this is not the case with *** *****' account the early termination fee would be valid if *** *****' cancels the account. If *** ***** is having issues she can come current on the bill and contact our technical support team when she finds it convenient.
  
  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

  Business Response

  Date: 10/24/2022

  **************************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:*************************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ***** has concerns regarding the HughesNet service.
  
  Our records show *** ***** called once regarding a streaming issue. On that call the agent walked *** ***** through an adjustment on the modem and her problem was solved. There were no other reports of any problems with the services and no other attempts at troubleshooting. Since the one time *** ***** called we were able to correct her issue, and there were no other problems reported the early termination fee is valid. We have sent a self addressed postage paid mailer for the return of the modem, power cord, and radio transmitter located on the end of the arm of the satellite dish. Once those items are returned the unreturned equipment fees will be removed from the balance. The remaining charges are valid.
  
  We sincerely regret any inconvenience that *** ***** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
  
  Respectfully,
  
  M. F**********
  HughesNet Executive Customer Care

  Customer Answer

  Date: 10/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I will gladly send back to equipment when I can. Again, I am not accepting your response. How many times should I have called in and troubleshooted? Is there a fine print about this? I don't think so. 

  It is not my responsibility as a paying customer to go out of my way to constantly call your customer service every time there is an issue with your provided service. And again, I was promised a service and speed that I did not recieve. There are thousands of complaints just like mine across many platforms. Please don't pretend like this is an isolated issue when it isn't. 

  Regards,

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

• Initial Complaint

  Date:08/21/2022

  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.

  Called hughesnet 6/27/2022 to cancel service Was told it was cancelled by Sam Said there would be no further charges yet they billed us again on 7/24 Called them again and they said we had 2 accounts Never had 2 accounts and only one piece of equipment They said sam cancelled an inactive account which is ridiculous because we’re only billed for one account Have contacted them 4 times for a return box for equipment which we have never received Please help us resolve this cancellation We are not under a current contract just month to month

  Business Response

  Date: 09/06/2022

  September 6, 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 attempted to contact **. and **** ****** to address the outstanding matter regarding charges in July after the account was canceled in June and the delivery of an equipment return kit. Unfortunately, we have been unsuccessful in establishing contact with **. or **** ******.

  Our Executive Customer Care representative reviewed all pertinent call logs and database records. We reviewed the telephone call *** ****** completed on June 27, 2022. The call verified *** ****** request to cancel the account. The account was not fully terminated which caused a charge in July. We reviewed the call *** ****** completed on August 20, 2022. The call verified the account was terminated and was issued a refund in the amount of $18.44 representing unused service between August 17, 2022 through August 24, 2022. In light of our investigation, on September 6, 2022 HughesNet agreed to issue a refund in the amount of $63.19 representing the remaining unused service for the bill period between July 24, 2022 through August 16, 2022. The refund will post to the Visa card within 1-7 business days if the card is valid and the payment has not been disputed through the bank. Otherwise, the refund may take up to 45 days to post.

  Regarding **. and **** ******'s concern with the delivery of an equipment return kit, please be advised the *** tracking number ****************** indicates the equipment return kit was delivered to the site address on August 25, 2022. Thereafter, the *** tracking number ****************** was delivered to the equipment warehouse on August 31, 2022. We appreciate the prompt return of the equipment.

  We sincerely regret any inconvenience **. and **** ****** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.
  
  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:08/18/2022

  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.

  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 in 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. I paid for a higher speed/data rate so i could work from home. I have never been able to operate my laptop or any other devices on the hughesnet service. The little bit of signal we got when they installed stopped working within a month and has only worked a few minutes at a time when we reboot and up to a few hours. We have only ever gotten one security camera to connect and it is delayed and has blank images and video so we gave up trying. I have had to use my cell hotspot or go to a library for 5 months now. I decided that because of the terrible service i wanted to cancel. After calling to cancel 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. They are telling me i have to pay $355 to cancel and will not cancel until it is paid yet i have just paid for service that doesnt work for 5 months now.

  Business Response

  Date: 09/06/2022

  September 6, 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 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 *** ***** never contacted our technical support department to alert us that the services were not performing as advertised. If we do not hear from a customer we will assume that the services are working properly and to the customer's satisfaction. HughesNet has not had the opportunity to address *** ***** 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 $355 termination fee is valid.
  

  Regarding *** *****'s concern with unclear, hidden commitment terms, please be advised *** ***** signed up for the services himself over the internet. In doing so, the order will not proceed unless the customer checks that he agrees to the terms and conditions of the subscriber agreement which stipulates the 24-month commitment with an early termination fee up to $400. It is up to *** ***** to review and understand the online terms and conditions before agreeing to them as they are legally binding. This is confirmed by the signature at the time of installation [see attachment].
  In a good faith effort to resolve the dispute, HughesNet agreed to negotiate a 50% refund of the early termination fee in the amount of $177.50. The refund will post to the ********** on file within 1-7 business days if the card is valid. Otherwise, it may take up to 45-days to receive a refund check by mail. It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions were delivered August 31, 2022 according the *** tracking number ******************. Please return the modem, power cord, and the radio transmitter no later than October 8, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.

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

  Regards,
  

  Executive Customer Care Team
  ************

• Initial Complaint

  Date:08/15/2022

  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 canceled my order with HughesNet On July 11 2022.At that time i was told i would receive my money in form of a check because i had paid with my debit card.They had taken all my information to return my money but havent received anything as of today. August 15,2022.I made several attempts to call and email and not hearing anything back.All I'm asking for is my $59.98 be returned.

  Business Response

  Date: 09/01/2022

  August 31, 2022
  
  *** ***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re: ***** *****
  Complaint ID: ********
  
  Dear *** ******:
  
  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact *** ***** to address the outstanding matter regarding her refund request for the initial payment after the pending installation was canceled. Unfortunately, we have been unsuccessful in establishing contact with *** *****.

  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate the initial payment in the amount of $59.98 was collected on July 8, 2022. *** ***** requested to cancel the pending install on July 11, 2022. On July 12, 2022 HughesNet issued a refund in the amount of $59.98 representing the initial payment. The refund was issued to the **** card ending in ****.
  

  We sincerely regret any inconvenience *** ***** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.
  
  Regards,
  Executive Customer Care Team
  ************

  Customer Answer

  Date: 09/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  *********************
  

• Initial Complaint

  Date:08/13/2022

  Type:Product 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.

  On November 25, 2015, my wife and I contracted with Hughes Net for Satellite services at our residence located in Rhoadesville Virginia. The contract included a clause that required the return to Hughes Net of three pieces of equipment within 108 days after cancellation notice. Failure to do so would result in replacement costs. Approximately seven years later, on April 27, 2022, we cancelled our subscription with Hughes Net by phone. Shortly thereafter, we received a carton from Hughes Net with their return label for two pounds big enough for a power supply, modem and radio. We placed those items in the box and shipped them by *** Ground. Hughes Net has since acknowledged receipt of the box on June 21, 2022. On July 5, 2022, Huges Net charged my credit card $210.60 for the radio. On July 20, 2022, my wife called Huges Net and spoke to a gentleman who identified himself as ****** and said the radio was not in the box. My wife explained that the radio was useless to us and it must have been misplaced in their receiving department. ****** agreed and promised to issue a refund that never happened. **************** has denied our dispute because it was a merchant policy. We cant prove the radio was in the carton but Hughes Net can't prove it wasn't. Our credit score is *** and we are senior citizens. Hughes Net is a big company and not willing to budge. I wish I had their radio but we put it in the box. Tracking Number was ****************** Please help

  Business Response

  Date: 08/31/2022

  August 30, 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 attempted to contact ************ to address the outstanding matter regarding an unreturned equipment fee and his request for a refund after the equipment was received. Unfortunately, we have been unsuccessful in establishing contact with *************
  Our Executive Customer Care representative reviewed all pertinent database records and our records indicate his concern was addressed.************ reversed the unreturned equipment fee payment twice through his financial institution. On July 27, 2022 HughesNet issued a refund in the amount of $421.20 representing the two unreturned equipment fees [see attachment].
  We sincerely regret any inconvenience ************ may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********. Thank you very much for your consideration.

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

  Customer Answer

  Date: 08/31/2022

  From: ********************* <************************>
  Date: Wed, Aug 31, 2022 at 2:31 PM
  Subject: BBB Complaint ID ******** with Hughes Network Systems, LLC
  To: *******@mybbb.org <*******@mybbb.org>
  
  Dear ***********************,
  
  Thank you so much for intervening in our dispute with Hughes Net.  I was contacted yesterday by an executive representative of HNC and we were able to remedy the errors which led to their mistaken charges.  As a result, they have cancelled those charges and my ***** ***** credit card has been cleared.  I am satisfied that this matter is closed and you will receive a response from them.  Please don't hesitate to contact me should you need any additional information regarding this issue.
  
  Sincerely, *** and *******************

• Initial Complaint

  Date:08/11/2022

  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.

  A representative of Hughesnet said we can stream video among other things and ONLY after we reach the end of our allotment will our connection slow. I have constant loading screens and error messages on several platforms and over multiple devices EVEN when my internet allotment was refreshed. I have 3 devices and only 1 is connected to our hughes at once and only within 10 feet of the modem with no obstructions. I check the connection with the hughesnet app and it says the connection is excellent eventhough i cannot get anything to stream without excessive loading or error messages. We called hughes and the Agent says the connection is good. I did several speed tests with several apps and they all prove both the agent and the app is lying. I have also had the FCC look into this matter and i will likely be filing a lawsuit for false advertising.

  Business Response

  Date: 08/31/2022

  **.***********************
  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 attempted to contact *** ******* to conduct real time troubleshooting. I was unable to reach him. Currently *** ******* has exceeded his monthly data allowance and is slowed as part of our Fair Access Policy. I show over the last two months *** ******* has been good at making his data last through the cycle. However, I show a spike in usage on August 25th of 19 GB in one day. This is almost 2/3rds of his data. *** ******* can contact our technical support at his earliest convenience to cooperate in real time troubleshooting.
  
  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

  Business Response

  Date: 09/19/2022

  **.***********************
  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.
  
  The Executive Customer Care team has tried to contact *** ******* on several occasions but was unable to reach him. Our diagnostics show his modem fully operational with speeds above those advertised. If *** ******* needs additional technical support he can contact our customer support team when it is convenient for him.
  
  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. Farmer
  HughesNet Executive Customer Care

  Customer Answer

  Date: 09/28/2022

  [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:
  
  To whom it may concern, the service is still sluggish at times (even in good weather and still within my data limits), whatever Hughes did on their end has improved the signal. Mr.Travis S*************** at Executive customer care was very helpful and tried to resolve the problem, and ensured me that if the problem arises again it will be taken care of. As it is, the service is acceptable. complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HughesNet is still attempting to charge me money after I closed my account in April. I closed my account because they stole money from me and refused to give it back. I had to file a claim with ***** *****. I returned their equipment and have not had service since March.

  Business Response

  Date: 09/08/2022

  September 8, 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 attempts to draft money after the account was canceled in April.
  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate the account was terminated on April 8, 2022. During our conversation on April 26, 2022 regarding the previous Better Business Bureau complaint *** ********* confirmed she received a refund in the amount of $281.84 representing the early termination fee. We also notified *** ********* our Executive Customer Care representative issued a refund in the amount of $87.02 representing the February billing period. Nevertheless, HughesNet removed the **** card and email address on file.
  We appreciate the feedback and 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. The Case ID *********. Thank you very much for your consideration.
  Regards,
  Executive Customer Care Team
  ************

  Business Response

  Date: 09/28/2022

  September 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.
  
  In our previous response we notified *** ********* the account was terminated on April 8, 2022.
  
  Additionally, HughesNet removed the **** card and email address on file.
  
  At this point, we would respectfully request our response to this complaint be accepted as closure to the case. The Case ID *********. Thank you very much for your consideration.
  

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

  Customer Answer

  Date: 10/05/2022

  [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:
  
  The company refused to provide me with the requested documentation. They indicated that the account was closed in April, yet I was still receiving emails stating my account was going to be charged. I asked for a written proof via letter that my account was closed and they refused. They provided no reason why I was still receiving emails if my account was closed. They want me to accept that their response to my BBB complaint as proof of the account being closed, yet I received the email stating my account would be charged AFTER they sent the BBB response. I still have no proof that my account was closed and nothing has changed since I received the email about my account being charged. 

  So no, the company did not resolve this issue. But there is nothing more to discuss, it is a waste of my time to try to negotiate with con artists. 

  
  Regards,
  
  *****************************