Multiple Disconnects, Awaiting Engineers >5 weeks, Misrepresented Speeds

Good morning muraskimc,

1) I've reviewed your interactions with us, and currently you have a Tier 3 (T3, our highest level of support) case open. In your last call with us on 6/14 we provided a $15 credit. Since this credit was applied after your June bill was generated, you will see it in your next bill. Here it is documented in our system:

2 and 4) 5/14 - You reached out to us and on this call, a $20 x 3 month discount was initiated, with the first $20 discount applied on the June bill, as seen in the excerpt from your bill I've included. You will see similar line items in your July and August bills for the remaining two $20 discounts.

3) I don't see any notes regarding dropped or lost connections during transfers. I apologize for any such disconnects you experienced trying to get in touch with us.

5) I do see that despite being escalated to T3, there has been no technical relief or updates regarding your performance concerns. I've escalated this to management to address. 

6) I'm sorry for the troubles you've been experiencing, I'm glad that our agents have already provided you with credits in addition to troubleshooting with you to try to address your concerns.

7) Since your case is already escalated to T3, it is in engineering's court. I've e-mailed an engineer on your behalf for any insight he can provide since currently, your diagnostics appear fine, and there are no known performance issues on your beam.

8) 4/30 - You switched from autopay to invoice billing via our chat support. This is where you first inquired about autopay. On sales calls, those reps are supposed to mention that the payment info you provide will be used for automatic monthly payments. At the very least, the sales rep refers you to the full terms and conditions on our legal site at legal.hughesnet.com. There you can find the Subscriber Agreement which includes this section which addresses autopay:

1.4 METHOD OF PAYMENT. 

Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., MasterCard, Visa, American Express, or Discover) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees). You hereby authorize automatic credit or charge card billing by Hughes for all such charges. You further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service. 

Once I hear back from either the sales call reviewer or the engineer regarding your concerns, I'll reach back out to you.

Your patience and understanding are much appreciated.