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 has 25 locations, listed below.

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  Hughes Network Systems, LLC

  11717 Exploration Ln Germantown, MD 20876-2711

  
• 

  HughesNet

  1350 N Kolb Rd Tucson, AZ 85715-4945

• 

  Hughes Network Service

  9605 Scranton Rd San Diego, CA 92121-1788

• 

  Hughes Network Service

  303 Magnolia Dr Laguna Beach, CA 92651-1720

• 

  Hughes Network Systems, LLC

  17315 Tamiami Trl North Port, FL 34287-7295

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:10/12/2022

  Type:Customer Service 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.

  September 16, 2022 I called to disconnect service. Had internet service with them for 5 years. You pay for your service in advance. My payment for October service auto drafted on September 12th for $220.02. The customer service person would not return my payment. He said, “We don’t do that.” He also was supposed to send a box for me to return the equipment. Told me I had 45 days to return equipment or I would get charged for it. Never received it. Called today 10/12/22 asked where the box was. David, the customer service representative said he would check on it and kept me on hold for 48 minutes (never coming back on the line to say he was still working on it. He told me the box would be sent and I would have 45 days to return. I asked him about my payment being returned since I paid in advance. He said I was not disconnected until October 11th. I said, no I disconnected on September 16th. I was NEVER told on previous call that I would not disconnect until October 11th. I disconnected on September 16th. I want a REFUND.

  Business Response

  Date: 10/21/2022

  October 20, 2022
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re: ***** ******
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** ****** to address the outstanding matter regarding charges after canceling the service and her request for a billing adjustment.

  Our Executive Customer Care representative reviewed all pertinent database records. Considering the household did not use service between September 15, 2022 through October 11, 2022, HughesNet agreed to issue a refund in the amount of $191.63. The refund will post to the Visa card on file within 1-7 business days.
  

  It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions will arrive October 21, 2022 according to the *** tracking number ****************** . Please return the modem, power cord, and the radio transmitter no later than November 25, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.
  

  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. In the event, you have any additional questions or comments; do not hesitate to contact us.

  Please refer to Case ID *********. Thank you very much for your consideration.
  

  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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.

  Upon moving in, we discovered Hughesnet was the only internet service provider who claimed to service our area. I signed up for their service. After service was installed, we discovered service did not work as claimed. Because there were no other options, we continued to pay for service because they had a two year contract. After six months, they raised the rate. Because of needing internet for work, I ordered a Starlink satellite at great expense. Once the satellite arrived, I called Hughesnet to cancel service. During the phone call, the representative asked why I wanted to cancel. I explained the service never worked and that I couldn't even use it to send an email. I was then told early termination would cost me $300.00 but that if I upgraded and paid Hughesnet $60.00 more dollars, they would send someone out to upgrade my system and that if I did this, they would wave the early cancellation fee. I told them no and that I did not believe it was fair to charge me for early termination when the service never worked. No sure where this stands but I am asking if you can send Hughesnet a letter asking they waive my early termination fee. It never worked and it is criminal to ask me to pay money for something that does not work. I did send back all the equipment as requested by Hughesnet. Please help! Also, can you ensure they have not impacted my credit report since I have refused to pay the early termination fee?

  Business Response

  Date: 10/19/2022

  Mr.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 ***************************************************************************** 20005-3404
  
  
  Re:*********************
  
  
  Complaint ID: ********
  
  
  ***************,
  
  
  In response to your letter to the ******************************** of **********************, it is our understanding that **************** has concerns regarding the HughesNet service.
  

  I have reviewed ******************** account history. **************** did not call to alert us to substandard service and never cooperated in any troubleshooting efforts. When he called to cancel he had exceeded his data allowance. When this happened he experienced our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, to ensure consistent performance for all users, a Fair Access Policy provides for a limit,based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. ()If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.When the customer agreed to the ******** agreement he agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. Since the Fair Access Policy is stipulated in the subscriber agreement, exceeding data allowances is not grounds for waiving an early termination fee. Our agent offered **************** an upgrade and he declined this offer. HughesNet reserves the right to exhaust all avenues of technical support before waiving an early termination fee. Since no technical problems were ever verified or troubleshot, ******************** early termination fee is valid.
  

  We sincerely regret any inconvenience that *************** may have experienced and are hopeful that 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
  
  
  Respectfully,
  
  
  ***************
  HughesNet Executive Customer Care

• Initial Complaint

  Date:10/10/2022

  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.

  As a college student having a child in middle grade school, we needed high speed internet. I was assured that they had the speeds that would allow me to do my homework and my child to be able to do his homework.. I purchased a package from them for $80/month and have had to use the personal hotspot on my phone everytime I did homework. My son is unable to do his homework and therefore has stopped even bringing it home. I use all of my allotted hotspot data before 2 weeks into my current billing cycle on my cellphone package. This leaves me no choice but to leave my home with my child, And find a place that offers free wifi in order too even submit my online homework. This internet is NOT high speed.. This internet is NOT what they portrayed it to be. I feel like I should NOT have to pay the early termination fee for the 2 year contract that I signed with them. I feel as though I was given FALSE information in order for them to make a sale from me. I have not been able to even use the wifi to browse the internet at home, to stream any TV that I also pay a monthly fee for.. I do not think I should have to pay any early. Termination fee as this internet Package was falsely advertised to me.

  Business Response

  Date: 10/19/2022

  Mr.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 ******************************************************************************************************************************
  
  
  Complaint ID: ********
  
  
  ***************,
  
  
  In response to your letter to the ******************************** of **********************, it is our understanding that ************** has concerns regarding the HughesNet service.
  

  HughesNet advertises speeds of 25 Mbps download and 3 Mbps upload when the customer is within her data plan. I show ************** has currently exceeded her monthly data allowance. When this happens she will experience our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above,on the amount of data which can be used before your service performance is reduced. () If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads. When the customer agreed to the ******** agreement she agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. When complimentary data is added to ****************** account the speeds return to advertised levels. Since the Fair Access Policy is stipulated in the subscriber agreement exceeding data allowances is not grounds for waiving an early termination fee. HughesNet will offer ************** our 100GB plan at a discount of $50 off the regular rate for 12 months.This upgrade would not require a new commitment. If she would like to accept this offer she can contact our ***************************** and reference case number *********. If she chose to cancel ***************** early termination fee would be valid.
  

  We sincerely regret any inconvenience that ************* may have experienced and are hopeful that 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
  
  
  Respectfully,
  
  
  ***************
  HughesNet Executive Customer Care

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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 consumer signed up for internet service from the business. It took the business more days than that had promised to come out and install the service. Once they did get there to install it waa in the wrong location and the only worked one day. the consumer called the business out to pick yp equipment but the technician stated they came to ************ the consumer stated she did not want repairs, they left the equipment in the floor and left. The business is stating the consumer needs to mail the inside equipment back and they do not want the outside equipment.

  Business Response

  Date: 10/25/2022

  Mr.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 ***************************************************************************** 20005-3404
  
  
  Re:***************************
  
  
  Complaint ID: ********
  
  
  ***************,
  
  
  In response to your letter to the ******************************** of **********************, it is our understanding that ******************** has concerns regarding the HughesNet service.
  

  If ******************** is unable to retrieve the radio from the dish because of a recent medical issue, HughesNet will waive the standard deinstallation fee for a technician visit as a courtesy. She can contact our customer support line and reference case number ********* to have her deinstallation fee waived for the retrieval of the radio.The account is canceled and ******************** will receive a full refund of her prepayment as soon as the equipment is returned.
  

  We sincerely regret any inconvenience that ******************* may have experienced and are hopeful that 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
  
  
  Respectfully,
  
  
  ***************
  HughesNet Executive Customer Care

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service 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.

  Started service in July 2022. Trying to charge me early termination fee of $775 when I never received a contract and after speaking to numerous reps as I began service, was never told there would even be a contract! Lied to by the last rep I spoke to FOR AN HOUR who said he would cancel the early termination fee because I did not receive the service I was paying for and was lied to by all the reps I spoke to previously about no contract. To this day, Oct 6,2022, I have never seen a contract sent to me via email or on my account page online. Reps tell you to use the app which has incorrect information then you go online and that has incorrect information do you have to call and speak to a rep to actually get correct account information as simple as how much my bill is and when its due! While on the phone with a re, we Ran a speed test while I was on the phone with him and because it did not show what I was paying for he agreed to squash the fees. Assured me he would squash the late fee turns out he was a liar too as the rep I just spoke to so theres nothing he can do about it! There was even a note saying that I refused the troubleshooting in regards to the speed test I did with him as I was on the phone!! Paid $100 a month for upload/download speeds I did not receive and thats the reason for cancelling. Was only in service with them for about 2 1/2 months. Reps even have issues while theyre on the phone with me with their own system I still have not received my box to return equipment and its been about 2 1/2 weeks. The last rep I just spoke to was having issues just getting a box sent to me!Account Number: ***********

  Business Response

  Date: 10/31/2022

  Mr.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 ***************************************************************************** 20005-3404
  
  
  Re:***************************
  
  
  Complaint ID: ********
  
  
  ***************,
  
  
  In response to your letter to the ******************************** of **********************, it is our understanding that ************** has concerns regarding the HughesNet service.
  

  I had ************** sales call reviewed. The sales agent informed her of the 24 month commitment and the early termination fee. Her commitment is valid based on the sales call. However, I listened to the call in which ************** canceled the services. The ******* Management agent advised her that there would be no termination fee for canceling the account. To honor this information provided by one of our agents, we have credited off the termination fee from **************' account. The account balance is now zero, and nothing further is owed. The equipment does not need to be returned.
  

  We sincerely regret any inconvenience that ************* may have experienced and are hopeful that 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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
  
  
  Respectfully,
  
  
  ***************
  HughesNet Executive Customer Care