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 Systems, LLC

  8413 Fountain Drive Unit 248 Murray, UT 84107

• 

  Hughes Net

  123 Highway Portland, OR 97223

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:07/01/2025

  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 bill this month or one I received to day has wrong amount of $137.61 for June 2025. I pay each month 2/10$20.43,2/6 20.42 2/5 20.42 2/4 20.42 3/4 20.42 3/5 20.43 3/5 20.42 3/4 20.42 4/23, 4/21,4/17 @20.42 4/16 20.43, 5/23, 5/21,5/17 @ 20.42 4/17 4/16 20.43 5/15 20.43 5/14 5/12 5/9@ 20.42 6/26 20.43 6/25 6/23 6/20 20.42 these payments are not on received bill today 6/30/25 or are my payments sent thru my bill pay bank ever correct. As you can see they are paid each month I have all records but bill does have a ****** on it but no explanation. This doesnt fix mistake on credit my account or difference in *** billed or old outdated equipment that never upgraded or changed. As you can see I pay each month. Have tried ever date can think would work as it doesnt state on bills. However I do pay this needs correct immediately as I am looking to switch to company that can actually bill, service equipment. As I have had this since 2013 it ***** and no customer service or updated equipment.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  
  Mr.***** ******
  Dispute Resolution Team Leader
  Better Business Bureau
  *********************************************************************************************************************
  
  
  Re:***** *********
  Complaint ***********
  
  
  Dear Mr. **************** response to your letter to the ******************************** of **********************, it is our understanding that ***** ********* has concerns regarding the HughesNet service.

  The attached subscriber payment history indicates all four payments made in June posted to the HughesNet account. Please be advised that any payment made by the subscriber through a third party, such as a bank,may take a few days to post to the HughesNet account. The ********************** invoice generates on the 26th of every month and the subscriber must schedule the payments accordingly to ensure it posts before the 26th.

  The attached invoice number B1-432084769 indicates the balance in the amount of $137.61 was generated in May 2025, not June 2025. Invoice B1-432084769 represents the balance in the amount of $56.23 for the April 26 through May 25 billing period and the balance in the amount of $81.26 for the May 26 through June 26 billing period.

  In recognition of ***** *********** expressed request for a billing adjustment, HughesNet issued a credit in the amount of $40.19 on July 1, 2025. This brings the June 2025 balance to $0.00.

  Please be advised that the July 2025 balance in the amount of $67.70 representing the July 1 through July 25 billing period is due on July 26, 2025.

  We are hopeful adjusting the bill 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. Thank you very much for your consideration.

  Regards,
  Executive ************* Team
  ************

• Initial Complaint

  Date:06/30/2025

  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.

  In June 2024, I contacted Hughes Network Systems to cancel my internet service, as no one would be residing at the service address going forward. I spoke with customer service, and they confirmed that the service would be canceled and that no further charges would be incurred.Despite this, I unexpectedly received a bill in February 2025 for $543.49. I was shocked to find that instead of honoring the cancellation agreement, Hughes Network Systems had continued to charge for services and has now turned the alleged balance over to a debt collector. This has caused undue stress and potential damage to my credit for a situation that should have been resolved nearly a year ago.I am requesting that Hughes Network Systems:1.Remove the $543.49 charge.2.Instruct the debt collector to remove the account from collections.3.Confirm in writing that the account was terminated as originally promised.I believe this situation is due to poor internal communication or a failure in process, and I respectfully ask that it be rectified immediately.Sincerely,***** ****

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  
  Mr.***** ******
  Dispute Resolution Team Leader
  Better Business Bureau
  *********************************************************************************************************************
  
  
  Re:***** ****
  Complaint ***********
  
  
  Dear Mr. **************** response to your letter to the ******************************** of **********************, it is our understanding that ***** **** has concerns regarding the HughesNet service.

  Our *********************** representative reviewed the call completed on May 21, 2024. The call determined a third party called requesting to cancel the service. HughesNet asked to speak with the account holder,***** ****, to obtain verbal authorization to proceed with the request. HughesNet disclosed the remaining commitment period and early termination fee if the account is canceled. We presented the move program or offered to suspend the account from May 21, 2024 to November 16, 2024. The offer to suspend the account was accepted.

  HughesNet received a call on February 21, 2025 requesting to cancel the account. The attached invoice number B1-430296195 with issue date March 21, 2025 confirms the account was terminated with an early termination fee in the amount of $205.

  In recognition of ***** ****** expressed request for a billing adjustment, our *********************** representative agreed to issue credit for unused services after February 21, 2025. The credit applied towards the termination fee, and this brings the early termination fee balance to $0.00.

  The attached invoice number B1-431965073 with issue date May 21, 2025 indicates the remaining balance on the account in the amount of $331.50 represents the unreturned equipment fee. It is the customer's responsibility to ship back the leased equipment. A prepaid shipping label, a box, and instructions was delivered on March 25, 2025 according to the *** tracking number 1Z7AF3880375612232. The attached photo displays the modem, power cord, and the radio transmitter that must be returned to remove the Unreturned Equipment Fee in the amount of $331.50. Upon receipt of the leased equipment, the balance on the account will be $0.00.

  We look forward to addressing the unreturned equipment fee as soon as possible, and are appreciative of your efforts in facilitating contact with ***** ****.

  Regards,
  *********************** Team
  ************

  Customer Answer

  Date: 07/03/2025

  [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:
  
  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:06/27/2025

  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 ordered HughesNet back in May of 2025; (Acct: *************. When I ordered the service and before I officially agreed to the service the tech told me that I would have no problem with watching tv or my son playing his ******** DS live games. After the tech came out and hooked everything up, he said wait till about 6pm which was 4 hours after install for best results. Well, we waited and the service barely worked. After 3 maybe 4 weeks I called and told the company I was very unhappy with service, and it really never worked. Meaning I could not really watch anything, or my son play his games. I asked at that time for a return box and for my service to be cancelled, because they lied to me to get the service. A month went by, and I never received the box, and they charged me again for the service. I call again asking to please cancel my service and send the box for return. A month has now gone by, and I am charged again. About two months ago I got a different service, and they cut the line to the satellite, so it is not used since we started our new service. I am still trying to get my service stopped and for them to stop charging my account. Emailed on 6/27 this is my 3rd contact. Last 2 by phone.

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  
  Mr.***** ******
  Dispute Resolution Team Leader
  Better Business Bureau
  *********************************************************************************************************************
  
  
  Re:***** *********
  Complaint ***********
  
  
  Dear Mr. **************** response to your letter to the ******************************** of **********************, it is our understanding that ***** ********* has concerns regarding the HughesNet service.

  Our *********************** representative reviewed the sales call. The review of the sales call determined the sales agent clearly disclosed that online games where you take turns, role-playing games, and ******** games work well with our Hughesnet plans. However, real-time multi-player games are only supported with the Hughesnet Fusion plan.***** ********* selected the ************* plan with 200 GB of **************

  On April 22, 2025, HughesNet explained that the household exceeded the 200 GB of ************** The attached **** usage report verifies the household used 425 GB during the April **** cycle. HughesNet offered an upgrade for the same monthly rate. The offer was declined and the call ended. When all the ************* is ever used up the ************* speed kicks in automatically. When using *************, the subscriber may experience a slower speed during high traffic periods.Please refer to ********************************** for the complete subscriber agreement.

  The attached chat support and email support conversation verifies the subscriber was advised to contact account management to provide verbal authorization to terminate the account and obtain the cancellation terms and conditions.

  Considering the household is exceeding the high speed ************** HughesNet can offer the 500 GB service plan with the equipment lease fee and a service discount for 12-months for a monthly rate in the amount of $169.98 before tax. Though, if the subscriber wishes to cancel the service, there will be an early termination fee in the amount of $355. The subscriber must contact customer support to accept the upgrade offer or cancel the service to receive credit for any unused services after May 6, 2025.

  HughesNet makes every effort to disclose our policies and limitations. We look forward to addressing the upgrade or cancellation as soon as possible, and are appreciative of your efforts in facilitating contact with ***** *********.

  Regards,
  *********************** Team
  ************

• Initial Complaint

  Date:06/25/2025

  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.

  I am filing a complaint about HughesNets billing and cancellation process. I had internet service installed on May 25, 2024, at my late fathers home in a rural area. The account was in my name. He passed away on June 18, 2024, and I contacted HughesNet soon after to cancel. They refused to waive early termination fees since the account was in my name. I continued paying until May 2025, then decided to cancel and pay the ******* return the equipment, I paid for a technician to remove the satellite dish from the roof and was told I had to be present. I scheduled the appointment for Saturday, May 31, 2025, from 11am2pm. On Friday, May 30, I got a text asking me to rate the technician even though the appointment was scheduled for the next day. When I arrived Saturday, a neighbor informed me the tech had come the day before. I had no notice of the appointment being changed.I called HughesNet that day and was told my appointment was indeed Saturday. The *** apologized and confirmed the technician fee would be waived. Over the next week, I spoke to three ***s who all agreed the fee would be waived. Despite this, I discovered on June 25, 2025, that HughesNet had charged both the early termination fee and the $100 technician fee.When I called, the *** refused to acknowledge the prior agreement or take my reference number, and kept ***eating Cant waive it. This is deceptive billing. Im seeking a refund of the $100 fee and an investigation into how HughesNet handles technician scheduling and customer promises.

  Business Response

  Date: 07/07/2025

  Dear ***** ******,
  
  In response to your letter to the *********************** Team of **********************, it is our understanding that ****** ****** has some concerns regarding their HughesNet account.
  
  ********************** has completed its investigation into ****** ******** complaint. The investigation confirms that ****** ****** did speak with a Hughesnet representative on May 31, 2025, and during that conversation, it was discussed that the de-installation fee would be fully covered.
  
  Considering the nature of the complaint and the account's history, ********************** has decided to issue a credit for both the $100 de-installation fee and the $250 Early Termination Fee, totaling $350. This credit and refund were processed on July 7, 2025, to the payment information Hughesnet has on file. Please allow 7-10 business days for the credit to be reflected, as processing times can vary depending on your bank.
  
  We sincerely apologize for any misunderstanding or inconvenience this may have caused and we respectfully request that our response be considered closure to the case. Should you have any further inquiries, please do not hesitate to contact us. Thank you for your consideration.
  
  

  Customer Answer

  Date: 07/07/2025

  [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:
  
  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:06/25/2025

  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.

  The services with this company were disconnected after the contract was completed. The internet services were too slow. After disconnecting the services there were 45 days to return the router. The two routers were returned via *** in the allotted time frame. The company still took $214.00 from my bank account. When asked what the charges were from, they said the radio on the satellite itself. The customer service representative even told me to ask a family member to help. It was not disclosed to me that I would need to climb on the satellite and uninstall a radio transmitter. I refused to put myself and my family at risk. We are not certified satellite technicians.

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  
  Mr.***** ******
  Dispute Resolution Team Leader
  Better Business Bureau
  *********************************************************************************************************************
  
  
  Re:******* ****
  Complaint ***********
  
  
  Dear Mr. **************** response to your letter to the ******************************** of **********************, it is our understanding that ******* **** has concerns regarding the HughesNet service.

  The HughesNet subscriber agreement at ********************************** contains specific language advising our customers that "you must return your Equipment in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee for HughesNet satellite-only plans ($100 for the satellite modem and power supply and $200 for the satellite radio)".

  The attached Service Termination email sent April 20, 2025 indicates HughesNet disclosed the leased equipment must be returned to avoid an unreturned equipment fee of up to $300.

  Nevertheless,HughesNet issued a credit in the amount of $214 representing the unreturned equipment fee on June 25, 2025. A refund will be posted to the **** card on file.

  HughesNet makes every effort to disclose our policies via email notification or verbally. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. Thank you very much for your consideration.

  Regards,
  Executive ************* Team
  ************

• Initial Complaint

  Date:06/24/2025

  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.

  BI will not accept a ny fees for canceling a service that is not functioning properly.

  Business Response

  Date: 06/26/2025

  June 26, 2025
  
  
  Mr.***** ******
  Dispute Resolution Team Leader
  Better Business Bureau
  *********************************************************************************************************************
  
  
  Re:******* ***
  Complaint ***********
  
  
  Dear Mr. **************** response to your letter to the ******************************** of **********************, it is our understanding that ******* *** has concerns regarding the HughesNet service.

  All Service Plans feature ************* and unlimited ************** If a subscriber uses all of their ************* during a billing cycle,the subscriber can continue using the service using unlimited ************* until their ************* resets. Subscribers using ************* may experience slower speeds, which will lead to web sites responding and loading more slowly and certain activities such as video streaming or large downloads/uploads being significantly impacted. This Fair Access Policy (FAP) is a tangible part of our service and we are unable to revise it due to shared bandwidth with all our subscribers. It is the subscriber's responsibility to budget the data allowance purchased with the service plan to maintain the ************* speeds. Please refer to ********************************** for the complete subscriber agreement.

  The attached Data Usage report indicates the 100 GB ************* purchased with the service plan exceeded during the data cycles. On June 24, 2025, HughesNet offered assistance to address performance issues not related to the Fair Access Policy, but this offer was declined. HughesNet reserves the right to exhaust all avenues of technical support before waiving an early termination fee.

  Nevertheless,as a courtesy, HughesNet agreed to refund 50% of the early termination fee in the amount of $117.50. The refund will post to the **** card on file.

  HughesNet makes every effort to disclose our policies, and we are hopeful waiving part of the termination fee 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. Thank you very much for your consideration.

  Regards,
  Executive ************* Team
  ************

• Initial Complaint

  Date:06/20/2025

  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.

  On April 12th I contacted Hughesnet to cancel my service because I was no longer living at the location. After 30 minutes of them trying to get me not to cancel, I was told that I would be charged 300 and some dollars if I did not return the equipment. I asked if the satellite needed returned or just the box/modem. I was told the box/modem. They mailed a box to me and a shipping label and I sent back to them. There were no instructions included. So today, 2 months after I cancelled. $212.95 was taken from my account with no warning or explanation. I called customer service and was told because I didn't climb on the roof and get a little black piece off of the satellite and return it with the rest of the equipment that is why they took money out of my account. I was never told that I would have to do that. The person I cancelled with did not explain this. I feel this was very bad business. No communication whatsoever. **************** guy I spoke with said he could guess what the charge was for and put me on hold to come back and say "just as I thought you didn't return the piece on the satellite. So, this is evidently a theme with them not explaining the process and charging people automatically taking from their bank accounts. I was a customer for 5 years or more, but will not in the future.

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  
  Mr.***** ******
  Dispute Resolution Team Leader
  Better Business Bureau
  *********************************************************************************************************************
  
  
  Re:******* *******
  Complaint ***********
  
  
  Dear Mr. **************** response to your letter to the ******************************** of **********************, it is our understanding that ******* ******* has concerns regarding the HughesNet service.

  At the time the service is ordered, HughesNet presents the terms and conditions of our leased equipment return policy which contains specific language advising our customers that "you must return your ********************** modem, power supply, and radio in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter)". The terms and conditions were understood and agreed to before the activation of the account. Please refer to ********************************** for the complete subscriber agreement.

  Additionally,our *********************** representative reviewed the call completed on April 12, 2025. The call determined the leased equipment return policy was disclosed. Lastly, the attached emails indicate two emails were sent to the email address on file providing instructions for returning the radio and modem. The confirmation verifies both emails were successfully opened on April 12, 2025 and April 20, 2025.

  The attached invoice number B1-432765433 with issue date of June 20, 2025 provides an explanation for the unreturned equipment fee in the amount of $212.95.

  In light of our investigation, the radio transmitter must be returned to receive a refund in the amount of $212.95. The equipment return address is *********************************************************************

  We look forward to refunding the unreturned equipment fee upon receipt of the radio transmitter, and are appreciative of your efforts in facilitating contact with ******* *******. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. Thank you very much for your consideration.

  Regards,
  *********************** Team
  ************

• Initial Complaint

  Date:06/20/2025

  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.

  A credit was issued to my account on June 17 for the complaint I filed on June 13, on June 19 the charged was put back onto my account...$37.77 charged to my debit card for a account originally had by daughter ******* ******* with Hughes Net...on Mar 13 Hughes Net submitted an increase in cost of internet for which no notification was given as to increase...my daughter cancelled the service on Mar. 13, 2025...NO service received since that date...on Jun ******* Hughes Net took $37.77 from my account for which I did not give authorization....guess we are going to play this game of on /off my bank account...so unfair

  Business Response

  Date: 06/25/2025

  Dear ***** ******,
  
  In response to your letter to the *********************** Team of **********************, it is our understanding that Jerrie **** has some concerns regarding their HughesNet account. Our Executive Customer Support representative reviewed all pertinent records on the customers account.
  
  
  On 6/23/2025, the HughesNet *********************** Team of ********************** reached out to the customer and verified that a credit and refund for $37.77 was sent back to the customer's payment method on file. We have already responded to a previous complaint with the same disputed amount. The customer can call ********************** customer support 24/7 with any further questions and reference case number 165157156.
  
  
  We sincerely apologize for any misunderstanding or inconvenience this may have caused, and we respectfully request that our response be considered closure to the case. Should you have any further inquiries, please do not hesitate to contact us. Thank you for your consideration.
  
  Best regards,
  
  *********************** Team
  ************
  

  Customer Answer

  Date: 06/26/2025

  [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:
  
  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:06/17/2025

  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 cancelled my service with ******* on 6-5-2025 they would not cancel the service until 6-17-2025 and then they stoled $160 .00 on that day from my debit account. I told them they were to cancel my auto pay but they didn't. They said the money was for cancelling early. I have been a costumer since 2019 so how is that early. I want my money and I don't want them taking another ***** from my bank account.

  Business Response

  Date: 06/20/2025

  June 20, 2025
  
  
  Mr.***** ******
  Dispute Resolution Team Leader
  Better Business Bureau
  *********************************************************************************************************************
  
  
  Re:****** ******
  Complaint ***********
  
  
  Dear Mr. **************** response to your letter to the ******************************** of **********************, it is our understanding that ****** ****** has concerns regarding the HughesNet service.

  Our *********************** representative reviewed all pertinent database records. Our records indicate Order # ******** on January ****** verifies the subscriber generated an upgrade to the 100 GB service plan through the online self-help tool. The upgrade offered a $25.00 service discount for 12-months and required a new 24-month commitment term. The terms and conditions of this offer were accepted electronically by the subscriber.

  Considering the cancellation request was made on June 5, 2025, HughesNet agreed to issue a refund in the amount of $45.25 representing the unused service from June 6, 2025 to June 17, 2025. The refund will post to the MasterCard on file.

  At this point, we would respectfully request our response to this complaint be accepted as closure to the case. Thank you very much for your consideration.

  Regards,
  *********************** Team
  ************

• Initial Complaint

  Date:06/16/2025

  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.

  When I signed up for ******* on 2/18/25 they were running a promotion that new customers got a $200 debit card after successfully paying the first two months bill. I tried to submit the forms online. It said I did not qualify. I mailed the forms in by mail on 5/7/25 by first class mail. The post office says Hugesnet received my paperwork on 5/12/25. When I called Hughesnet to follow up they informed me they were sorry but they had processed my paperwork on 6/2/25 and the promotion expired on 6/1/25. I have a receipt from the post office showing they received my paperwork on 5/12/25 and I have a copy of the the form they require to be mailed in that says specifically the promotion expires on 6/30/25. I believe ******** is running a ponzi scheme and cheating their customers out of money by not honoring the promotions they use to get customers to sign up for their service. I completed all tasks they asked me to complete and I feel I should receive the $200 debit card they offered in the promotion they offered. If they will not honor the promotions they advertise then all early termination fees should be waved.

  Business Response

  Date: 06/26/2025

  Dear ***** ******,
  
  In response to your letter to the *********************** Team of **********************, it is our understanding that *** ******** has some concerns regarding their HughesNet account.
  
  After receiving this complaint, HughesNet initiated a comprehensive review of the account. This process included a thorough examination of all attached files and internal communications related to the rebate claim, as well as direct contact with *** ******** to gather all relevant information. The investigation confirmed that *** ********** $200 rebate claim was indeed valid, and the associated paperwork was successfully submitted well within the stated promotional timeframe.
  
  While HughesNet strives to honor all valid promotions, company policy prevents the issuance of physical rebate cards beyond their designated expiration dates. To address this unique situation and ensure customer satisfaction, the escalation team took immediate action. A $200 credit was applied directly to *** ********** HughesNet account on June 26, 2025. This resolution was communicated to *** ********, who confirmed his understanding and acceptance of the applied credit as a satisfactory resolution to his claim.
  
  We sincerely apologize for any misunderstanding or inconvenience this may have caused and we respectfully request that our response be considered closure to the case. Should you have any further inquiries, please do not hesitate to contact us. Thank you for your consideration.

  Customer Answer

  Date: 06/26/2025

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ********