Forum Discussion

andrewallen's avatar
andrewallen
New Member
8 years ago

Hughesnet/Suppliers do not work together at my expense

We signed up for Hughesnet because the supplying company told us that we could buy the equipment outright and not be locked into a contract.  Fiber Optic internet was going to be coming through our area and we wanted to be able to cancel Hughesnet when that happened without penalty.  When we tried to cancel they told us that we were in a 24 month contract.  This is not what we signed up for.  I re-called the supplier that we purchased through and they again reiterated that if you buy the equipment outright that you are not in a contract.  They told us that they would contact Hughesnet.  This issue is still not resolved as Hughesnet would not work with the supplier company.  There is a huge gap in communication if this company and its suppliers cannot work together.  I would not recommend working with Hughesnet.  It would have been cheaper for us to have leased the equipment and paid the cancellation fee rather than to have bought the equipment outright and then still have to pay the cancellation fee.  Currently the supplier company owner is doing what he can to work with Hughesnet but still no resolution.  I am not impressed. 

  • Can you put my account on "pause" until this is figured out so that I am not charged the next month's payment?
  • Hi Andrew

    Here is what I propose, let me know if you don't agree or have another idea we can work through... I can suspend your service for a week and if the investigating team has made no progress or reported to me, I will oblige on cancelling your account with no early termination fee and refund you a month's service fee. I'll put the suspension on today. Call us to 18663473292 over the weekend if you need to make any changes.  The case number for our discussion here is 102837186

    Thanks
    Amanda
  • Do we pay in advance or in arrears for the month?  My account was charged on Saturday.  If this is for the next month's worth of service, I was under the impression that this was what we suspended. Please help me understand.  Thanks!

  • Hi Andrew

    Let me double check - to my knowledge unused service would be turned into a credit on your account. I am still waiting on an update from the team looking into this. We'll give them a couple more days to respond and I'll get with you on a deal if they don't.

    Thanks
    Amanda
  • Hi Andrew!

    I actually did get an update a few hours ago. Sorry about that, trying to wrap up the week. I was going to write a very nice post explaining it all, but will sum it up. The response we received from the dealer did say this:

    "The customer has also informed us as well that that was what the sales rep told them. We have noway to confirm that with the sales rep because they no longer work here. Remote Satellite as a company knows that even though they purchased the equipment there is still a 24 month commitment and have made sure our current reps understand that. I realize that we may have made a mistake but i would really like to get this customer taken care of if possible and get there cancellation fee waived. "

    Rather than have you go through them, I am happy to cancel your service today with no early termination fee. I'll also be refunding a full months service back to your payment method on file. Shall I cancel you immediately today? I apologize for all the hassle and frustration, but I am glad that we got this cleared up.


    Thanks
    Amanda
  • Yes, please cancel effective immediately.  I appreciate the help on this!! Thank you!

  • Good morning Andrew

    Thank you for your patience. Since I have to process the refund first, I need to wait until tomorrow morning to process the cancellation. You will not be billed any longer and the funds should reach your bank in a few days (card ending in 9151)

    Tomorrow I will post back and confirm I processed the cancellation. For your records, the case number which contains my notes and what I offered you is 102987107

    Thanks again
    Amanda