Complain about a product or service

Hughes Network Systems

Dena of May, TX October 17, 2009

Huges net will not give me an address, she said the did not have one they could give out. They said the only address they could give me is a billing address which is what i have listed. My Complaint--I ordered huges net internet service on 10/15/2009---We specifically told the lady (Casey) that we had third party software on our computer, we were told that was not a problem (fist lie)--they came and hooked it up, we could not get to any of our software, we called the customer service and explained that we were told this was not a problem, then we were told that they do not support third party software.

I then told them that we could not use the service because we were told it did support the software. This was within hours of the installation. I spoke to a man named Tom that cancelled the service, and told me my bank card would NOT be charged and to box up the equipment and return it to them. Which I am in the process of doing right now. I pulled up my bank account and it was charged 129.78 dollars. I called them back 10/17/2009 amd spoke to Ann, she informed me that I could not get my money back for 30 days. This is keeping my money interest free for 30 days when if I had just been told the truth about the service, I would not have ordered it knowing I could not use it.

So the second lie that they tell is you will not be charged and I was charged.I am on a fixed income and need the money they charged me back that was not suppose to be charged at all. Now I also am out the money it cost to return their equiment that should have never been installed if I had been told the truth. All of this could have been avoided if Huges Net told the truth when you call them for information. I would like my money returned to me immediatelly plus the amount it will cost me Monday when I return this equipment. If this is done to 100 people a month, they are getting 2978.00 to keep for 30 days every month. It would seem to me that is a scam. I have all names that i spoke to with dates documented. Is there anything that can be done about this since no where in any of their advertisements is this told to the customer (that they do not support third party software), and you are told it does when you order the services. Also, the only address I am able to get is a billing address as ANN told me they could not and would not give out their home office address for me to file a complaint. Thank You

stephen of Ames, IA October 17, 2009

We are planning on moving to a new location 15 minutes away. we called to have hughesnet move our dish. It turns out that we(the subscriber) have to deal with the technician on the cost. We were not notified until that moment that we would have to price negotiate. I stated that it doesn't say in the subscriber agreement that upon moving, we would be responsible for reinstallation. Even the first person i talked to looked over the agreement, agreed with me and appologized, and said that they are telling me now.

I called back later for a supervisor, who told me its policy for subscriber to pay moving expenses. i said it wasn't, and she tried to justify the cost by saying it only costs 25-30 dollars to move. Turns out the move will cost 200 to reinstall, and 120 for them to remove the service from our old house. Hughesnet claimed that they had no "hughesnet installers", that they just contract out installers. now i am going to be out either 350 dollars for moving the dish, or 400 dollars for just cancelling the service prior to contract expiration.

Paul of Saint Cloud, FL October 16, 2009

I tried to sign up for satellitie internet that they promote 99 start up fee that will be charged at installation. They ran a back ground check and said I would have to pay over 200 dollars. So I declined and when looking at my bank account they had charged me 25.00. They had not mentioned anything about charging me for anything.

kim of Rexville, PA October 13, 2009

this is kim from Rexville once again i have no connection and can't browse the internet is this what i pay 60 a month for i hope people will read this and stay far away from hughes net i will see what my options are in bringing hughes net down they are takin people over is there anybody out there that will stand behind me. by the way i did have good connection for one day out of the last three months

Vicki of Salado, TX October 12, 2009

In July I ordered HughesNet through their authorized dealer, Elitesat.com. The package was for 399.98 all inclusive. It clearly states that the price is 399.98 and after you send in for the two rebates you pay only 199.98. I ordered it and gave them my credit card information for the initial payment, of 399.98. They got the authorization on my credit card and the system got installed. The next month when I got my credit card bill they had billed me 855.14! I protested the charge and told my credit card company that they were no longer allowed to charge anything to my credit card. I also emailed HughesNet with the same information and got an automated response, which was no help. Then I sent another email itemizing all the issues and received a response completely ignoring the fact that I had purchased a package. They just itemized out what I would have paid had I not gotten the deal I had gotten. You can not respond to the emails so I decided to wait until they contacted me. As of the first week of October I had still not heard anything or received a bill so I again sent an email, which they call "chat" with their representative. I got an email back that said that she could not help me that it was a different department.

Later that week I got a message that popped up on my screen from HughesNet telling me to contact their customer support to pay my bill. Their "customer support" is just where you can send them another useless email or pay what they want you to, no matter if you owe it or not. I finally got a telephone number to contact them and the man I spoke with just kept giving me the run down of how much their normal service is. Finally I asked to speak to his supervisor and he put me on hold, that was 47 minutes ago. I am still on hold and I am sure he isn't coming back to the phone. This appears to be a ploy so we have to pay what ever they want, with no regard to what is actually owed. There has to be a law against this type of abuse or fraudlent use of customers credit cards. Not to mention the exploitation of customers. There has to be something people can do to protect our credit ratings and compensate us for the time, stress and frustration caused by trying to deal with this company.

kim of rexville, NY October 9, 2009

i have no connection or little connection i have sent over 3 hour talking to customer service and still no results i beleive hughes net should be investiaged and shut down most of the time i can;t even browse the internet.

Sarah of Highlands, NC October 7, 2009

Everything the previous guy had stated, you can not speak to anyone in the US for help. You are directed to the Philipines for tech, billing etc. They overcharged me 379.99 in the month of September 2009. They tell me they will not credit me until 3-4 weeks after the next billing cycle. The norm is 3 -5 business day. This is just the tip of the ice berg.

patrick of enterprise, OR October 2, 2009

Hughes Net is selling service that has so many defects that one has to conclude it is intentional. They have isolated themselves so that they have minimal customer contact. Example: Corporate Headquarters in Chicago, tech-support in the Phillipines, point-of-sales in Los Angeles (and numerous other places), a middle-man in Boise, ID, and an installer in Pendleton, Oregon, etc. And good luck finding anyone who will actually take responsibility. As one can read elsewhere in other complaints, Hughes Net also disconnected our service twice in the first two weeks for using more download than allowed. One of those days we weren't even home. Asked to specify how or what was downloaded, they could not tell us. In general, this is a very hard to reach company who wants communication to be one-way (theirs). We have yet to receive our refund for returned equipment and know that we will have to hound them to get it.

Then there is "tech-support". I know those people in the Phillipines need employment, but the English is so bad that everything is said twice or more before you guess at what is being said. Given a number to call for "customer service", we got the billing department...and the run-around. As said elsewhere in other complaints, do NOT get involved with Hughes Net. the cost to us for paying for service was 600 that could not be recovered.

dennis of lewisburg, TN September 30, 2009

We have e-bills for hughes net. We have not seen a bill for well over two years. They told us two years ago our modem was obsolete and we would need to upgrade. Paid for a new modem, had to have e-bills or be charged for the paper bill. Have been charging us for a closed account for over two years. We were having technical difficulties and call tech help. They were the ones that told us we had two accounts, one which was closed. They now say that it is our fault we have been paying for both accounts and will not give us any money back.

Carol of McEwen, TN September 29, 2009

I have had hughes for years and it has been ok most of the time until recently ,they have crowded the system til it slows to a crawl every evening and is totally useless as broadband. Their tech support is useless and pointless on that score anyway. im returning to dial up.

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