Complaint Review: Hughesnet - Nationwide

Hughesnet steals data, reduces speed you pay for, then charges u to buy tokens for more data to get speeds back up. I paid for 10GB DAY & 10GB NITE. More often than not within 2 weeks of renewing monthly data Suddenly 10 GB daytime ALL GONE. When I know I didn't even use a fraction of it. I sleep anywhere from 6am- 4pm daily first of all, secondly I use my phone data when away from home & I've never even come close to going over my straight talk 3 GB limit EVER. And i use my phone data the same as I use my hughesnet daytime allowance. I don't watch videos, movies, netflix or anything like that until it's 2 am (which turns to nite time usage of 10GB). Oddly ive NEVER come close to using my 10GB nite allowance; even though that's when I'm using Netflix & Hulu for hours at a time. I don't video chat. I surf & read news stories, I play yahtzee, match game, facebook, pay bills online.

When I first signed up in March 2009, I added HughesNet Safety and Security Subscription in the amount of $3.95. A month later I bought a new computer and it; HughesNet Safety and Security, was no longer compatible. Here is an email I sent to them on 7-20-2010: "To whom it may concern: I have contacted you repeatedly regarding being charged for HughesNet Safety and Security Subscription in the amount of $3.95 monthly. Since being with HughesNet (March 2009), I have only used this during the first month. Then I got a new computer and could not use it anymore as it was not compatible with my software. I have asked numerous times to have this charge removed from my bill (via phone and email) AND to be credited for EVERY month that I have not used this. To no avail, it continues to be on my bill and I continue to be charged for it.

I am VERY upset about this and expect that this will be taken care of IMMEDIATELY. I should not have to keep asking and bugging to have a charge removed from my bill for a service that I have not recieved in 15 months. I expect to be reimbursed for 15 out of the 16 months worth of charges $3.95 x 15 = $59.25. This is ridiculous. Thank you, Michelle" Although they FINALLY took it off my bill EVENTUALLY, I never received a dime back in reimbursement. "To whom it may concern: The previous case number is from dealing with "Other Billing or Account Management Issues", and they have now referred me here; which I believe is the same place I started. See below for all details of my problem/complaint please." Hi Ashley, I realize that you were not the person/people that I have talked to regarding this issue in the past; so I apologize if I come off 'bitchy'. However, this is absolutely ridiculous that I am having to continue to deal with this horrendous customer service for this long for something as simple as taking something off my bill/stopping a service that I haven't recieved in over a year (15 months). You say to "Re-install ZoneAlarm Security Suite software." and I can't reinstall the zone alarm software because it wont let me because it is not compatible with my system. Even if I could reinstall the software it asks for the license key which I don't have because I uninstalled the zone alarm 15 months ago AND I've called the support line and been given the WRONG license key THREE TIMES. And, If I was able to try to install it without the license key, then it would just DOUBLE BILL ME for the service instead of stop charging me for the service, which it did last time I was trying to re-install it on my old computer system (15 months ago). I have explained all this before via email support and via phone support. I want the billing to STOP NOW, not a day from now, not a week from now, not a month from now. NOW. NO MORE EXCUSES. I want to be CREDITED FOR ALL CHARGES AFTER THE FIRST MONTH of service. I hope this explains everything. Michelle" "----

- Original Message -----  From: [email protected]  To: mccck@ Cc: mccck@ Sent: Tuesday, July 20, 2010 10:55 PM Subject: HughesNet Response  Dear Michelle, Thank you for contacting HughesNet Billing Support. We appreciate the opportunity to assist you today. I understand that you would like you were unable to use the HughesNet Safety and Security Subscription and you would like to have credits. Thank you for bringing your concern to our attention. Your time and efforts are highly appreciated. I will be more than glad to provide you all the information you need. Michelle. I have pulled up and verified your records, it shows that HughesNet Safety and Security Subscription is still active that is why you are still being charged for the service. You must first unsubscribe from ZoneAlarm Security Suite prior to uninstalling the software or you will continue to be billed for the service. If the software is uninstalled prior to unsubscribing:               Re-install ZoneAlarm Security Suite software.             Unsubscribe (unregister) the software license key.    1.         Click the HughesNet Tools icon located in your system tray. 2.         Click Security under Helpful Tools 3.         Click Unsubscribe from HughesNet Security Service (Zone Labs Security Suite). 4.         Click Continue 5.         Click Yes. 6.         ZoneAlarm Security Suite will verify your system clock. 7.         ZoneAlarm Security Suite will verify your registration data. 8.         Click Finish. 9.         Right click on the ZoneAlarm icon in the system tray 10.        Click Shutdown ZoneAlarm Security Suite.   If you experience difficulty in uninstalling Zone Alarm in your account please contact our technical support.  You can contact the Technical Department through phone, chat or email at the following: Phone support: Call 1-866-347-3292 and select technical option in IVR (Interactive Voice Response). 

Chat Support: Open browser window and type <http://customercare.myhughesnet.com/support.cfm?source=chat> in the address bar. Select "Hughes Technical Support".  E-mail Support: Open browser window and type <http://customercare.myhughesnet.com/support.cfm?source=email> in the address bar. Select "Hughes Technical Support". Should you have any other concern, you can contact the Billing Department through phone or chat at the following: Phone support: Call 1-866-347-3292 and just enter or say the 10 digit phone number associated with the account  Chat Support: Open browser window and type "http://customercare.myhughesnet.com/support.cfm?source=chat" in the address bar. Select "Hughes Billing & Account Management Support". Your case ID is  I sincerely hope that the information that I have provided you with has been helpful and that you are satisfied with my level of support. Should you have further inquiries regarding your HughesNet account, please let us know right away, so we can try assisting you in rectifying the situation to your satisfaction.  Again, thank you for contacting HughesNet Billing Support. I'm grateful with the opportunity to assist you today, Please do have a wonderful day ahead. Kind regards" "From                         : Michelle Email Receive Date          :7/20/2010 9:53:24 PM

To whom it may concern:      I have contacted you repeatedly regarding being charged for HughesNet Safety and Security Subscription in the amount of $3.95 monthly.     Since being with HughesNet (March 2009), I have only used this during the first month. Then I got a new computer and could not use it anymore as it was not compatible with my software. I have asked numerous times to have this charge removed from my bill (via phone and email) AND to be credited for EVERY month that I have not used this. To no avail, it continues to be on my bill and I continue to be charged for it. I am VERY upset about this and expect that this will be taken care of IMMEDIATELY. I should not have to keep asking and bugging to have a charge removed from my bill for a service that I have not recieved in 15 months. I expect to be reimbursed for 15 out of the 16 months worth of charges $3.95 x 15 = $59.25. This is ridiculous.    Thank you, Michelle K"