Forum Discussion
Cancel Service and Waive Fee due to HughesNet inability to provide the service I signed up for
August 21, 2018 Below is the original email I had sent to Hughesnet requesting they cancel my service and waive the termination fee. Since that time, I’ve spoken to three representatives, Sal Ru...
Thanks Mark,.
I've contacted executive customer care.
Sal Ruiz, a rep, told me that they would modify my contract and waive the fee if a solution couldn't be reached.
JR Mendez and I tried on Monday to get it right, and it didn't work. Something about the latency... Couldn't get the 500mbs or whatever they needed to get it to work right. After some period of time, whether it's 2 minutes or 10, it constantly buffers, freezes or the screen goes blank.
JR Mendez that was the first rep to tell me HughesNet wasn't compatible with streaming Sling. So what's the point in having HughesNet if we can't use it the way we intended. I wish someone had informed me before we signed on.
And that's what I told JR. The fair and right thing to do is to cancel the contract and waive the termination fee. I even offered to pay for the service tech's time.
Hello Robandlaurie, I appreciate you reaching out to us on the community. I pulled up your account and saw notation that you called in and had cancelled your services. In the notation, it states the agent went over the Early Termination Fees (ETF) with you and that you initially declined. However, they reiterated the fact your ETF charges are valid, and you agreed to it during the call. Because of this, we can not undo the charges.
Upon looking further into your account on other occasions, our agents were attempting to troubleshoot with you, but you were not home at the time and were advised to call back so they could continue to work with you. I did not find notation of any troubleshooting done, instead the cancellation was processed.
When we aren't given an opportunity to troubleshoot the issue and address your concerns, we can't work towards providing the service you signed up for.
I wish you the best of luck with your next ISP.
-Brooke
