Forum Discussion
Cancellation Fee
I am so incredibly disappointed with Hughes Net and their customer service. We signed up for internet on December 3rd. To date I have called to complain about our service EIGHT TIMES!! Eight times in a little over a month. We can't watch a show on NetFlix without it buffering every couple of seconds and my kids can't play their XBox. Not to mention my oldest son can't do homework because his internet is CRAP. Every time I call they trouble shoot and it's fixed for a few hours and then we're back to where we were.
I just called to cancel and they told me that I would be charged $400 to cancel. ARE YOU KIDDING ME!?? You have records of every call I've made with the same complaint however you still feel justified in charging the cancellation fee?! Absolutely ridiculous!
There are no grace periods for most if not all ISPs and phone providers; most of them also have a 2 year contract and a penalty for breaking the contract. Hughesnet makes this information available to everyone here: http://legal.hughesnet.com/ServiceTermsAndConditions-current.cfm
*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.
joleenc wrote:
I am so incredibly disappointed with Hughes Net and their customer service. We signed up for internet on December 3rd. To date I have called to complain about our service EIGHT TIMES!! Eight times in a little over a month. We can't watch a show on NetFlix without it buffering every couple of seconds and my kids can't play their XBox. Not to mention my oldest son can't do homework because his internet is CRAP. Every time I call they trouble shoot and it's fixed for a few hours and then we're back to where we were.
I just called to cancel and they told me that I would be charged $400 to cancel. ARE YOU KIDDING ME!?? You have records of every call I've made with the same complaint however you still feel justified in charging the cancellation fee?! Absolutely ridiculous!
I can understand that there is no grace period. I asked the gentleman that I just spoke to that exact question and he confirmed once it's installed the "contract" starts. My problem is that with the noted phone calls and issues they still are not able/willing to do anything to work with me.
And I totally understand your frustration, Joleen. The company will work you to improve your system so you can do what you want/need or as much of it as is feasible with the satellite technology. Your system may need some tweaks to make it work better than it's been doing so far. It is unlikely they will let you off the hook with the contract, at least not until avenues of improvement have been explored and exhausted. (This would be the same kind of process Verizon or Xfinity would follow, too. It's an industry standard).
You will get better help on this site than with the phone reps, but you may still have to perform some actions on your side, while the reps here check their side of things. I'm sure someone from HN will reply, or some other customer will get you started.
*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.
joleenc wrote:
I can understand that there is no grace period. I asked the gentleman that I just spoke to that exact question and he confirmed once it's installed the "contract" starts. My problem is that with the noted phone calls and issues they still are not able/willing to do anything to work with me.
