Complaint Review: Hughes Network Systems LLC - Internet

ISSUES SUMMARY:

1) FALSE MARKETING & SALES: was sold Gen4, but this is not available in my area, HughesNet reps outright lied

2) SERVICE FAILURE: consistently poor internet connection, not getting the bandwidth I’m paying for – regularly can’t open email attachments or send documents, every other page won’t download

3) BILLING ISSUES: discrepancies in billing and extra unexplained fees, bills get larger each month and are not explained

4) FAILURE TO PROVIDE TERMS & CONDITIONS: no contract or terms provided, nor are bills available with details on the costs and fees, despite repeated requests

5) UNDISCLOSED THIRD PARTY VENDORS: regularly HughesNet customer support has consistently directed me to  “support lines” that turn out to be third party vendors requiring additional fees to ostensibly resolve issues with both service, technical  and plan issues (like confirming the correct set-up and equipment)

6) NO ACCOUNT OR BILLING ACCESS: inability to access my account and info online or over the phone, despite a multitude of calls to HughesNet customer service and nothing sent thru the mail or electronically

7) FAILURE TO HONOR BUNDLING AGREEMENT: mine was thru Direct TV – no amount of calls to customer service has resolved the unissued credits and plan this over 6 months

8) INADEQUATE CONSUMER SUPPORT: Multiple complaints lodged with HughesNet, Better Business Bureau, State Attorney General and other consumer protection agencies have not resolved any of these issues.

9) FAILURE TO COMPLY WITH CLASS ACTION SETTLEMENT: I've read thru the class action lawsuit settled in 2012 and notice HughesNet is still doing the same thing in addition to failing to comply with the terms of the settlement.

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I signed up for the ‘Gen 4 system’ with HughesNet, ostensibly getting a discount bundle plan for $40/mos. The installer told me they were a sub-contractor and had me sign an "Installation Reference Sheet" advertising their company and giving ‘standard installation’ details, but no billing information or contract information. I immediately had issues with my Internet service, which was so slow I couldn’t complete basic operations like opening email or viewing attachments.

During the first week of service I made multiple calls to the HughesNet Support Lines listed on the ‘reference sheet’ to address the connection issues. I also needed to find out if the installation was correct – as wires were exposed on the outside of the unit and neighbors told me this was not safe or normal for HughesNet satellite dishes. The customer service rep told me I had to pay for an additional $10/mos protection plan to answer my questions and fix these issues.  Concerned at the request for more money and inadequate technical support, I called a different customer number found online. To my shock and dismay this rep told me I had an account with a 3rd party vendor. He gave me a $10 credit for the extra fees charged and a confirmation number for my  ‘new’ service plan that was supposedly directly with HughesNet. 

I noticed my billing was irregular and increased significantly each month.  I tried to go online to see my account since I had no written info from HugheNet. The system would not let me access my account and told me there were 2 accounts with my ref number.

When I requested a copy of my contract and terms, along with written bills, the reps refused and told me this could be found thru an internet search. I was also informed it’s part of HughesNet business practice to use 3rd-party vendors and not disclose this to customers.

The final blow was after 15 hours of phone calls and being put on hold for 23 minutes when I asked to speak to a manager, I found out I’m not receiving Gen4 – which is apparently not available in my area (although this is what I was told I was purchasing and would get). Basically, what I was told when I signed up was a lie used to justify a higher cost plan. 

Despite numerous requests, I've never received a formal contract or bills. Automated deductions have increased significantly each month and not provided any details or explanations of fees ($53.84, $66.40, $76.40).   I was not charged a pro-rated amount when I singed up (July 27, which would be 4 days of service), instead I was billed for the full month. I’ve also never received the promised ‘bundle’ credits.  Additionally, the account number I've been given is not recognised by the HughesNet customer support or online customer care – so I cannot log into my account online. Since the reps refuse to send me any billing or contract details thru the mail I have no understanding of the contract of billing.

I’ve lodged multiple BBB claims to which HughesNet casually responds by telling me to contact their corporate offices – which offer no solution to these issues.