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:06/14/2025

  Type:Billing 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.

  Subject: HughesNet Failed to ************************ After Payment as Promised Description of Problem:I am filing a complaint against HughesNet for deceptive business practices related to internet service restoration after payment.On 06/14/2025, I contacted HughesNet to make a payment and was explicitly told by their representative that my internet service would be restored within one hour after the payment was processed. Based on this promise, I made a payment of $87.67 at approximately 13:41. I waited over an hour, but my service was not restored as promised.I then called HughesNet again to report the issue, and the representative informed me that my account was locked and that another payment would be required before service could be restored. This was never communicated to me before the initial payment, and I was misled into believing that the service would be reactivated after the first payment.This behavior is unfair and deceptive. I paid in good faith based on the terms that were clearly outlined to me at the time, and HughesNet failed to deliver the promised service or issue a refund. I believe this violates consumer protections and FCC guidelines related to internet service providers.Desired Resolution:Immediate restoration of my internet service without requiring additional payment, as originally promised.A full refund of my payment if the service is not restored promptly.Formal investigation into HughesNets customer service and billing practices, particularly regarding misleading statements to consumers.Account Information:Name on Account: ******* ***** Account Number: ************ Date of Incident: 06/14/2025 Payment Amount: $87.67 Service Address: ************************************ Phone Number: ************ Contact Email: ************************ Please let me know if you require any documentation or phone records to support my complaint. I appreciate your attention to this matter.Sincerely,******* *****

  Business Response

  Date: 06/24/2025

  June 24, 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. The two attached invoice numbers B1-430887374 with a due date of April 12, 2025 and B1-431732525 with a due date of May 12, 2025 indicate the account was past due and the account was locked for non-payment. Only a partial payment was made on June 14, 2025 in the amount of $87.67 representing bill period from April 12, 2025 to May 12, 2025.

  In recognition of ******* ******* expressed concerns, HughesNet agreed to issue a credit in the amount of $76.83 representing bill period May 12, 2025 to June 12, 2025. The account will be automatically reactivated on June 24, 2025. Please be advised the next invoice will generate on July 12, 2025 for the partial bill period June 24 to July 11, in addition to the bill period July 12 to August 12.

  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. Thank you very much for your consideration.

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

  
  

  Customer Answer

  Date: 07/05/2025

  The issue has been resolved by the service provider. 

• Initial Complaint

  Date:06/13/2025

  Type:Billing 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.

  Debit card charged to my bank account without authorizaton for an account that service was cancelled 2 months ago...service was cancelled on Mar 13, 2025 due to the fact that they deducted more for monthly service than was authorized...they are over charging for poor service topoor people in rural areas that has fewoptions for internet...the are untrust worthy...the $37.77 was deducted today 2 month to day of cancellation...

  Customer Answer

  Date: 06/13/2025

  The account with Hughes Net is in my daughters name ******* ******* that is another reason that I should have been charged I did not authorize payment and the account had been closed on March 13, 2025. Thanks

  Business Response

  Date: 06/23/2025

  Dear ***** ******, 

  In response to your letter to the *********************** Team of **********************, it is our understanding that ****** **** has some concerns regarding their HughesNet account. Our Executive Customer Support representative reviewed all pertinent records on the customers account.
  

  At this time ********************** has decided to rule in favor of the customer and has credited and refunded the customer's account in the disputed amount of $37.77. *********************** of ********************** has contacted the customer and confirmed the resolution to the BBB dispute. 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

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

• Initial Complaint

  Date:06/12/2025

  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.

  We finally got rid of the horrible Hughesnet internet and they insisted that we send back their crappy equipment. The hughesnet was for our vacation in a rural part of ********** where we only go a few weeks a year. I repeatedly emailed and told them that if they want the equipment back they should send a box or label to my permanent residence in *************************, (**********************************************). Of course these incompetent morons send it to the **************** (***** seascape, ********, *****) where no one is there. Then I have to spend 20 minutes talking to a complete idiot who informs me that they only issue one label and that I need to pay to send back their equipment or I will be charged $500. Well I'm not paying to send back anything and I'm not hassling any more with it. They have provided a horrible service and charged way too much for it for five years and I realize that because ******** provides a much better service for not much more. Another horrible company that needs be stopped for abusing and wasting people's time.

  Business Response

  Date: 06/19/2025

  Dear ***** ******,
  
  In response to your letter to the *********************** Team of **********************, it is our understanding that ****** Kane has some concerns regarding their HughesNet account.
  After further investigating ****** ****** HughesNet account, it was confirmed that his service cancellation was successfully processed on May 23, 2025. Following the conclusion of the current billing period on June 5, 2025, the system automatically generated and dispatched an equipment return box, complete with a shipping label, to the installed service address.
  
  Per the HughesNet terms and conditions, specifically the "Equipment Return" policy available on ********************************, customers are required to return leased equipment, including the modem, power supply, and radio, in good condition within 45 days of the cancellation date to avoid an Unreturned Equipment Fee. This date for ****** **** will be 07/07/25.
  
  HughesNet's policy states that "For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment." This typically includes providing a return kit with a prepaid shipping label. It is the customer's responsibility to return the specified equipment to a designated drop-off point, usually a *** store or outlet.
  
  Hughesnet understands ****** ****** assertion that attempts were made to communicate his preferred return address. The Hughesnet return labels are automatically generated after cancellation to the 
  installation address associated with the account. 
  
  Records indicate that on June 12, 2025, ****** **** contacted customer service. While the agent was attempting to provide information about how and where to return the equipment, the communication was disrupted when ****** **** used unnecessary profanity and abruptly ended the call.
  
  The return address for the equipment is;
  
  Hughes Network Systems - Returns
  Attn: RMA ID# ********
  *****************************
  *****************
  Unfortunately at this time, Hughesnet will not be crediting the account.
  
  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.
  
  

• Initial Complaint

  Date:06/12/2025

  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.

  When I contacted HeghuesNet, they promised high-speed internet 24/7, with no interruptions.They knew this was required for my job and promised they could deliver.The internet speed was half of what was being promised, the bill was $30.00 + more than they quoted me, and they were down so much, and had such poor communications, I was on the verge of losing my job.They said they could upgrade the service to give me what they promised in the first place, and the price would be even higher.I eventually had to change service providers to get a service I can count on. They are in breach of contract, and they now want to charge me $400.00 just to cancel my service.

  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 the sales call. The call verified the sales agent disclosed a virtual private network (VPN) connection will provide reduced speeds while connected to the HughesNet internet service.

  The account was scheduled to terminate on June 22, 2025 with an early termination fee in the amount of $400. As a courtesy, HughesNet agreed to waive 50% of the early termination fee in the amount of $200. ***** ****** respectfully accepted the adjustment and requested an immediate cancellation. HughesNet created an immediate termination and agreed to issue a credit in the amount of $34.57 representing unused service from June 11, 2025 to June 22, 2025. The credit will apply towards the termination fee balance.

  ***** ****** requested a paper bill by mail. HughesNet removed the payment method on file and agreed to mail an invoice to the site address.

  It is the customer's responsibility to ship back the leased equipment. A prepaid shipping label, a box, and instructions will arrive within 7-10 business days. Please return the modem, power cord, Mesh Node,power cord, and the radio transmitter no later than August 4, 2025 to avoid being charged an Unreturned Equipment Fee of up to $350.

  We are hopeful 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. Thank you very much for your consideration.

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

• Initial Complaint

  Date:06/11/2025

  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 have had internet from Hughesnet about 2 years. It has never worked right. Over and over it doesn't work. I've increased my package twice. Last month I had NO PHONE SERVICE for 2 weeks. I couldn't call out or someone couldn't call me. I live in the country and I'm alone with extensive medical problems. They turned off my service yesterday. They still charged me ******. They refuse a refund because I terminated early. I was left no choice for my safety. I have been lied to, promised a supervisor would call twice and it doesn't happen. Their excuse is they are doing computer updates. They are nothing but thieves and liars. I want people to know how they treat their customers!

  Business Response

  Date: 06/18/2025

  June 18, 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 the account was activated on November 10, 2023 and all subscribers are required to accept the 24-month subscriber agreement before the installation is scheduled.The attached invoice number B1-432488431 with issue date June ******* shows the account was terminated on June 10, 2025 with an early termination fee in the amount of $160.

  Considering the termination request was made on May 20, 2025, HughesNet agreed to issue a credit in the amount of $79.91 representing unused service from May 21, 2025 through June 10, 2025. The credit will apply towards the early termination fee balance. This credit reduces the early termination fee from $160 to $80.09.

  The attached data usage reports verify the service was successfully used and the household managed to use ***** GB between January 2025 through May 2025.

  It is the customer's responsibility to ship back the leased outdoor and indoor unit. A prepaid shipping label, a box, and instructions were delivered on June 13, 2025 according to the *** tracking number 1Z7AF3880376470090. Please return the modem, power cord, and the radio transmitter no later than July 26, 2025 to avoid being charged an Unreturned Equipment Fee of up to $300.

  Please refer to ********************************** for the complete subscriber agreement. 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:06/10/2025

  Type:Sales and Advertising 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.

  Not even 7 days of service refused to issue refund when I was 6 days of service trying to demand that I get their equipment down and that I have to pay for the first 30 days no matter what ever though they installed faulty equipment and their service is not working properly even sent me a new modem within the first 3 days because it was bad I had ot canceled as of the 10th my payment is not due till the 6th that is over 3 weeks that I will not be using a service that they demand i have to pay for

  Business Response

  Date: 06/13/2025

  June 13, 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.

  In recognition of ******* ******* expressed concerns, HughesNet agreed to reschedule the termination to ensure a refund is issued for unused service. Unfortunately, we have been unsuccessful in establishing contact and ******* ***** may contact customer support at *************** to provide verbal authorization to reschedule for an immediate termination.

  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. Thank you very much for your consideration.

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

  Customer Answer

  Date: 06/13/2025

  [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. I called the company and they said the refund would be issued to my bank.And I could receive it anywhere from 1 to 7 business days and they scheduled for somebody to come get their equipment and cancel the account immediately As long as those things are met I am content with the response.Thank you so much for your help
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:06/10/2025

  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.

  We pay the company a monthly amount of $109.46. The original signing price was $84.46 monthly. We purchased their fusion 100Gb plan initially in late July early August of 2023. We have spent no less than $2,263.48 on the monthly package. Through the Fusion 100Gb plan we are given 100Gb of priority data at about 25 Mbps. Then the service becomes unlimited standard data, where the speed is slowed to give speeds to members who still have priority data. This is general knowledge on the plan. The issue we have experienced, is a complete loss of data speed when being throttled to the unlimited standard data. Upon running multiple speed tests, both by HughesNet speed test, and third party tests, our standard data speed is so low it doesnt register or is less than 1mbps. Their own speed test wont actually test the speed, it continuously loads, never listing a result. We are unable to use it for ANY services including: streaming, gaming, work, downloading of any kind over any period of time, surfing the internet, searching basic answers on a web browser, loading web pages, etc. Upon calling the company, they will tell us our priority data has run out, which I state that I understand the data has expired and we are on unlimited standard data. They will award us a very small data token and then test the speeds and devices stating everything is working properly(after placing a data token to test it). They will then try to sell us the higher package, not addressing the issue that the unlimited standard data doesnt actually work for anything.We understand the data should be slowed, and limited based on the plan. However, it doesnt state that the standard data would be entirely unusable for any Internet purposes and that is our issue.

  Business Response

  Date: 06/20/2025

  Dear ***** ******,
  
  In response to your letter to the *********************** Team of **********************, it is our understanding that ****** ******* has some concerns regarding their HughesNet account.
  
  After further investigation into ****** ********* HughesNet account, it was found that the speed tests conducted fall within thresholds of Hughesnets terms and conditions of service, when all ************* has been exceeded.  The customers ********************** is fully operational, as data is being transferred back and forth (screenshots attached).  Streaming, gaming, and certain work activities require speeds significantly greater than those provided once the service speed is reduced after ************* has been exceeded.
  
  As per HughesNets Fair Access Policy for Gen5 users (available at ********************************), all HughesNet plans, including the Fusion 100Gb plan, are designed to provide a certain amount of *************. Once this ************* is depleted, the service transitions to "unlimited standard data." The policy states: "should your usage during a monthly billing period exceed the amount of data included with your Service Plan, Hughesnet may temporarily slow your speed to allow us to manage our network resources and ensure a fair internet experience for all subscribers.
  
  This reduction in speed makes it difficult to perform data-intensive online activities. It has also been noted that during ****** ********* troubleshooting calls with our tech support department, agents have offered to upgrade ****** Cleavers account to the new ********************** satellite plans but offers were declined.  Such an upgrade would have addressed his service issues by providing higher speeds and greater capacity.
  
  HughesNet is available for troubleshooting 24 hours a day, seven days a week, and able to provide data conservation steps to help manage monthly data plan usage, given the current service plan and network conditions. It is highly recommended that ****** ******* upgrades to the new Hughesnet satellite service to experience faster download speeds when speeds are reduced.
  
  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.

• Initial Complaint

  Date:06/10/2025

  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.

  In March of 2024 I signed up for ******* internet service. To get it hooked up they sent several people to get it to work. After a month, their service crashed & maybe worked 4 days a week. I was told if I wanted better service that I had to pay a technician to fix their equipment. After over a year of fighting their service & increased pricing, with no help, I called to cancel my service. They told me I can not cancel & they will not shut me off. They would send a technician out tomorrow. They couldnt help me for over a year and I never received credits for all the time their service crashed. Now that Im have a new provider, they want to send a technician out next day. Its too late. So they are refusing to shut my service off unless I give them an additional $300.

  Business Response

  Date: 06/13/2025

  June 13, 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 and call records. Our call records indicate on June 12, 2025 ***** ******* spoke with HughesNet and request the account ******************************* scheduled a standard cancellation for June 21, 2025 and agreed to waive 100% of the early termination fee in the amount of $205.

  We 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. Thank you very much for your consideration.

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

• Initial Complaint

  Date:06/06/2025

  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.

  In November 2024, I contacted HughesNet at ************** and spoke with a representative, ********* about internet service for my rural location. She assured me that HughesNet could provide service, and the promotion did not require a contract. I was advised to pay an upfront installation fee, which I agreed to. The installation was completed, but I was not given a copy of any documents and was told to register on the HughesNet website.The service has been adequate for basic streaming, but the speed is too slow for work-related tasks, with download/upload speeds causing delays of 7-8 minutes per document. In March, I opened case #********* and spoke with a representative who explained a "gateway" issue caused by rain, but no improvement was made. I also noted that my neighbors **************** was faster with less reception.On June 6, 2025, I called ************** to cancel due to the poor service. A representative, ****, told me I couldn't cancel until the end of my billing cycle (June 27) and that I would be charged a $327 early cancellation fee. When I explained that I had no contract, he referred me to supervisor ****, who insisted the contract was available online but refused to email it to me. My service was terminated on June 6 at 9 PM, but I was not credited for the days I would not receive service.Additionally, I was promised a $200 **** gift card after two months of service, which I never received. I was transferred to various representatives, including **** in ******, **** in the ***********, and ******* ***** in *****. Each of them referred me to the "internet" for terms, with no clear resolution. ******* confirmed I should have received the $200 **** card, and I was instructed to submit invoices on the HughesNet website for a credit. At this point, after over two hours of phone transfers, without the promised service or compensation, along w/ refusal to provide me said contract info. Telling me it's online doesn't me I agree/entered into it.

  Business Response

  Date: 06/11/2025

  June 11, 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 records indicate the account was immediately terminated on June ******. The call recording for June 9, 2025 indicate HughesNet agreed to refund the early termination fee in the amount of $264.41 after the radio transmitter, modem, and power supply is returned to HughesNet using the prepaid shipping label. The *** tracking number 1Z7AF3880376431695 indicates the prepaid shipping label was delivered June 11, 2025.

  At the time the service was ordered, HughesNet presented the subscriber agreement which contains the terms and conditions of our 24-month commitment term. The terms and conditions must be accepted before the activation of the account. Secondly, a copy of the sales order with the link to the subscriber agreement is emailed or sent via text to the customer for referencing purposes. Additionally, the installer captures a signature indicating the terms and conditions were reviewed and accepted [see attachment]. Lastly, the subscriber agreement is displayed in the subscriber online self help tool [see attachment]. Please refer to ********************************** for the complete subscriber agreement.

  The attached invoice number B1-426991984 with issue date November ******* contains the rebate center website with the gift card offer. The attached screenshot of the rebate center website displays the steps the subscriber must take to redeem the rebate.

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

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

  Customer Answer

  Date: 06/12/2025

  [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:06/04/2025

  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.

  My 80 yr old mother had fraudulent activity on her acct so she had to get a new debit card. The Hughesnet internet bill was being pulled from the old card. She got in touch with them on Sat.5/31/25. She got the bill paid through her bank account. They would NOT return her service until she got a letter from the bank about the fraud and a new card. The letter had to be faxed. The # they gave her did not work. I arrived in ** on Wed to help her. I called on 6/4/25 and spoke with ****. He was NOT able to help and a supervisor was not available after being put on hold 3 times. **** gave me a different number to use to fax (which finally worked). I was then told it would take 3-5 days to get the internet back working. I'm home with my mother and I work remotely. I will NOT be able to work because that is how **** **** says it will take to get the internet back up and working. My mother pays a LOT of $ to have internet because she loves her TV and social media. It is asinine that it takes 5 days to get internet reconnected when it only took 1 day to set it up from the beginning.I am going to look for other companies that cam get us out of this RIDICULOUS contract with this sorry company. I believe they prey on people who live in rural areas bc the options are limited.

  Business Response

  Date: 06/06/2025

  June 6, 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.

  HughesNet appreciates the feedback regarding the customer service ********** ***** experienced. At the end of the call, our customer should feel a one-one discussion relative to their particular problem was provided and feel they have engaged in a productive, positive conversation. We apologize for the customer service experience and please be assured we will provide enhanced training to our support team to address these concerns.

  Our *********************** representative reviewed all pertinent database records. Our records indicate on June 2, 2025 the service was stopped due to fraudulent activity on the debit card and the billing stopped as well. On June 5, 2025 HughesNet received the fax with the bank statement, however, on June 4, 2025 HughesNet received a request to cancel the account. ********************** will issue a refund in the amount of $160 representing the payment for the June 2 bill period.The refund will be sent by mail to the site address.

  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. Thank you very much for your consideration.

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

  Customer Answer

  Date: 06/06/2025

  [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.  I wanted to offer a special thanks to **** for her dedication in ensuring that I felt heard and valued as a customer of over 5 years. She was able to do what four others failed to do. I also wanted to mention that although the four reps did not do what **** did, they were professional and calm during my extremely irritating ordeal.

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