Forum Discussion

newarky's avatar
newarky
Freshman
6 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
6 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
6 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!