Forum Discussion
Data Plan upgrade delays
FordGuy,
Thank you for following up! You currently have a $47 credit on your account, which was applied to help with the issues you've been having. The charges you see were separate attempts by our tech support team to upgrade you, and there were automatic subsequent credits applied by our system to cancel them out when the upgrade failed. The 5GB token was purchased and used on 12/19. I will have another 5GB token applied as courtesy, to attempt to help with any possible discrepancies. Please let us know if you have any additional questions!
Thanks,
Remy
Remy: I do appreciate your help but the "bill" shown online makes no sense to me. As a business owner I would never present such a confusing invoice to a customer. There are no "dates of service" or explanations of the charges/credits nor a clear statement of how much the upcoming [1/5/25] ACH payment will be. Once that unknown amount is removed from our checking account what recourse do we have?
This is a clear "billing dispute" and the automated phone system does not offer such an option. My call yesterday, in response to a garbled message from Hughesnet, was a complete waste of my time as the person was not even from the Billing Dept. He would not listen to what I was saying and instead just kept repeating lines rather than explaining. The fact that a simple "change of Data Plan" got so complicated and confusing should be a huge red flag to someone in Hughesnet.
There is not much time to fix this before 1/5/25 and I don't see much more I can do without someone at Hughesnet with the authority and ability to listen, explain and change this.
FordGuy,
Thank you for following up! Invoices are created automatically through our system, and any changes to your account via upgrade or downgrade will be listed. Due to the fact that our team attempted to upgrade your account multiple times, that is listed on the invoice, along with the subsequent credits when it failed. Your account has since been upgraded correctly, after members of our outbound tech support team worked to resolve the issue that was occurring with your account. Your first bill will be prorated due to the upgrade, and all following bills will be $79.99 for your internet plan, $29.95 for your Voice plan, with a $5 discount for ACH. You currently have a $47.85 discount on your account, applied by one of the members of the team who worked on resolving your upgrade issue. Our team here on the Community has the ability to assist, as well as our Billing team through our general line at 1-866-347-3292! Please let us know if you have any additional questions.
Thanks,
Remy
Thanks but I want to make sure I understand. The bill that is "due" on 1/5/25 will be for the period 1/5/25 to 2/5/25 and the discount will be applied to the new monthly amount that you mention? If so, why can't the online billing information reflect this by clearly stating the amount of the ACH withdrawal? Lastly I appreciate your efforts and the discount but would prefer and expect changes to made so that it would not take 3 weeks and multiple calls and online posts to complete a simple data plan change.
