Forum Discussion

newarky's avatar
newarky
Freshman
5 years ago

How to CANCEL: Bill increase, incredibly slow speeds (less than 10mbps download, 1 mbps upload)

I just had a terrible customer service experience using CHAT. I have saved the transcript, basically the representative refused to respond. I have never had an experience like that with any company cu...
Early Termination Fee
GabeU's avatar
GabeU
Distinguished Professor IV
5 years ago

newarky 

 

The only way you can cancel your service is by phone.  You need to call 866-347-3292 to do so.  You'll likely have better luck getting through early in the morning or later in the evening, as the HughesNet reps are very busy with calls right now.  If you don't have much luck getting through with that number, try 877-329-1403, which is an alternate.  

 

Shortly after your service is terminated, HughesNet will send an equipment return kit so that you can send back the modem, the power pack for the modem and the radio from the dish assembly. 

 

Please keep in mind that without adequate troubleshooting, any applicable Early Termination Fee will be valid.

 

Regarding your speed, 10Mbps down and 1Mbps up isn't all that slow.  It's not at advertised speeds, but it's not that bad, especially considering the load the system is currently under. If you're not able to do even basic online activities, speed is likely not the problem, as that speed is adequate for most basic activities.  With this said, when you reached out nearly two years ago for speed issues you never replied to my testing instructions, which was the first step required in the troubleshooting process.

  • newarky's avatar
    newarky
    Freshman
    5 years ago
    So, I just did another speed test at 7:16AM. 2.65 Download, 1.62 Upload. I am using my ATT phone now for almost all necessary internet work. And full disclosure, we are both senior citizens and Immunocompromised due to cancer treatment and a blood clotting problem. Any essential items, like food, we need to order online for delivery/pickup. This is a real situation. We are coming from a large metropolitan area with a realistic, usable internet connection. We recognize the limitations of Hughesnet satellite but this current/new inaccessibility is NOT acceptable. It is clear that the slowdown is due to changes in access for individual subscribers who do not fit your new criteria. We understand but do not feel we need to financially support someone else's online business by paying high/excessive fees for a connection we can not use. I will try to reach someone via telephone and certainly hope the response is better than the chat option. Good grief!
    • maratsade's avatar
      maratsade
      Distinguished Professor IV
      5 years ago

      Could you post the link to your My Results page on Testmy.net? The HughesNet reps on this site will need that to address your speed issues. 

       

      newarky wrote:
      So, I just did another speed test at 7:16AM. 2.65 Download, 1.62 Upload. 

       

    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      5 years ago

      newarky 

       

      If you'd like to start the aforementioned troubleshooting process, please start a new topic in Tech Support for that purpose.

      • newarky's avatar
        newarky
        Freshman
        5 years ago
        I have spent a lot of time reviewing responses that appear to come from someone named GabeU. I understand whoever this is, not officially with Hughesnet?, that they are trying to be helpful. These are unusual times but I will make my case again as a customer/consumer of this product. Regardless of how management has decided to distribute the resources, there are a lot of individual customers who are being impacted severely by these decisions beyond their control. Again, we are older retired customers who do need to have adequate access to the internet but that has been denied due to new priorities put into effect after service promises were made that induced us to enter into a 2 year contract with Hughesnet. We were already disappointed that we had to give up any use of streaming services like Netflix or Amazon Prime but one of the final insults was we could not even use our Dish Network Video On Demand service. I have run the suggested speed test on mytest.net several times and it is inconceivably slow all times of day, 1-2Mbps download, barely 1Mbps upload. How can that be an acceptable level of service? And, to suggest that all of their customers with poor performance issues, set up individual accounts, do complicated equipment adjustments, then run multiple tests all day long, is also unbelievable. Does Hughesnet think we are all looking for part-time employment? Will they waive all our monthly fees/costs so that we can assist them with something that they are paid to do? Lastly, why do we need to accept a connection which is not dissimilar from what I remember/called dial-up internet. The only things missing is the 'handshake' connection noises! And, yes, I have set 'on hold' numerable times trying to cancel this abominable "service!"