Forum Discussion
I want to cancel my service
I want to cancel my service and will not pay termination fees I was lied to by the sales team as well as the account management team and have been going in circles with the tech support department as ...
While on tech support I was told by a manager that I would not be able to stream due to latency that is exactly what the manager told me
As for your second comment the lady in account management had said that I would not have to pay a termination fee. While she was going over the terms of the cancleation she said the only thing on my final bill would be any fees that occurred in the last month and I asked her what those fees would be, to which she responded any tokens purchased so I asked her if i did not purchase any tokens there would be no fees where she then said that I would have a termination fee which she had previously said I would not have to pay and did not originally say was in the fees she only said that purchased tokens were in the fees.
As for your second comment the lady in account management had said that I would not have to pay a termination fee. While she was going over the terms of the cancleation she said the only thing on my final bill would be any fees that occurred in the last month and I asked her what those fees would be, to which she responded any tokens purchased so I asked her if i did not purchase any tokens there would be no fees where she then said that I would have a termination fee which she had previously said I would not have to pay and did not originally say was in the fees she only said that purchased tokens were in the fees.
Elwiemke wrote:
While on tech support I was told by a manager that I would not be able to stream due to latency that is exactly what the manager told me
And, as I stated, what you were allegedly told is incorrect. Plenty of people with HughesNet stream. If HughesNet did not support streaming, they would not have bothered creating the Video Data Saver and the pages of information concerning it, nor would there be FAQ pages dedicated to the different aspects of streaming with HughesNet. Nor would there be many posts concerning data usage while streaming and how to mitigate it. Plenty of people stream with HughesNet.
https://support.hughesnet.com/en/faq/internet/what-is-video-data-saver
http://support.hughesnet.com/en/faq/internet/progressive-and-adaptive-streaming
https://www.hughesnet.com/frequently-asked-questions
It's likely that the tech was conflating streaming with real time online gaming, the latter of which does not work with HughesNet due to the high latency.
Regarding Data Tokens, if you did not purchase any since the beginning of your current billing month you will not be billed for any. If you did, you will.
- Gabe you are completely missing what is being said
A "manager" at tech support said I would not he able to stream while trying to trouble shoot.
And a member of account management said I would not have to pay an early termination fee but when I asked for what would be on the final bill if I canceled she said any fees that occurred which she said would be purchased tokens she did not include any termination fees. When I said if I did not buy any tokens there would be no fees she then changed it to say there would be an early termination feeAnd apparently you're missing MY point, which is that what YOU WERE TOLD regarding latency and streaming is incorrect. Unless your latency is inordinately high, which you made no mention of, the latency has nothing to do with your inability to stream, so what the "manager" stated to you is factually incorrect. If it was inordinately high it most certainly could affect streaming, and tech support and/or engineering would be trying to figure out why and where the problem lies. It's very likely that your streaming issue has to do with congestion and/or some other issue, but not latency.
As for the last part, thank you for the clarification.
Unfortunately, all that the HN people can pull is your sales call, that is, the first call when an agent told you about the service. They don't have access to any other calls, but they may be able to check your account and see the notes the people you talked to wrote there (if they wrote any notes). I'm sure they'll do their best to sort this out for you.
Elwiemke wrote:
Gabe you are completely missing what is being said
A "manager" at tech support said I would not he able to stream while trying to trouble shoot.
And a member of account management said I would not have to pay an early termination fee but when I asked for what would be on the final bill if I canceled she said any fees that occurred which she said would be purchased tokens she did not include any termination fees. When I said if I did not buy any tokens there would be no fees she then changed it to say there would be an early termination feeHughesNet is like "the Hotel California" without the lovely place. You can cancel but never be able to leave (unless you want to spend a huge sum of money (my termination fee was supposedly $572). No explanation as to what it was made up of (I thought $400 was max) or a copy of the contract or calls. I could call them another 20 times and get the same runaround, I'm sure. I've had HughesNet twice (should have learned the first time), and I have yet to have a good experience ... with anything. Good luck!
The ETF for residential internet subscribers starts at $400 for the first 90 days after activation, then lessens by $15 per month thereafter. For HughesNet Voice, it's $10 times the number of months left of the 24 month commitment.
https://legal.hughesnet.com/SubAgree-03-16-17.cfm
Business subscribers have a different ETF structure.
