not happy with service

Hi Annie,

We received feedback from your sales call review and we were able to determine that all necessary information was provided to you during the sales call. The agent was clear and about your data allowance and your bonus bytes. Here is the review in full for you to look over:

After reviewing the call, the agent did cover the correct data allowances in each package discussed.  Additionally, the agent did correctly disclose the timeframes for bonus bytes, and read all required disclosures regarding streaming.

 

(4:06) Customer states that they will be using the service to watch Netflix, so the agent responds with the required verbatim disclosure regarding streaming, “Ok so you’re definitely going to be able to enjoy Video streaming and conferencing with the HughesNet Gen4 service. You will actually be able to watch about 20 hours of standard definition movies a month with our most popular mid-tier plan, and with your free status meter you can even monitor your monthly data allowance.”

(6:52) Agent explains the package correctly during the sales pitch as having 10 Mbps and 10 GB of data.

(15:33) Customer asks about data, and agent explains as having 10 GB of data and 50 GB of bonus bytes which are available between 2am-8am.   

(16:30) Agent explains the Pro plan as having 15 GB of data and 50 GB of bonus bytes.

(22:18) Agent reads data streaming disclosure in final T&C’s, “Usage is subject to a Fair Access Policy. Therefore, extensive data streaming can cause you to hit your monthly data allowance.”

Take note, the Early Termination Fee, authorization to charge your card for your first payment, and all other contractual conditions are read during the final part of the call. We did not find our agent to be misleading in this case so any fees incurred from cancellation you will be responsible for. 

If you would still like to cancel you will need to call back in to our support center. However if you would like more help in better managing your data usage here are some tips to get you started.

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Keep in mind there are countless factors that can use your data:

 

- more devices are capable of connecting to the internet: phones, tablets, gaming consoles, SmartTVs, and even refrigerators can connect wirelessly to the internet. Keep track of what devices you leave running on Wi-Fi.

- automatic-updates: your computer and any other programs you use will often keep working in the background, even if you're not actively using that program, in order to keep your system/program up-to-date. Anti-virus programs will periodically use your internet connection to check back with their malware database for any updates. You should have an option to turn off auto-updates and/or schedule them for a later time.

- multimedia content: Netflix, Hulu, YouTube, Facebook, Tumblr, Instagram, news sites, and other websites will contain videos, animated gifs, and sound clips that may start playing as soon as you land on the site. So much content, so easily available almost everywhere on the internet. For starters, try disabling auto-play video on Facebook:

https://community.myhughesnet.com/hughesnet/topics/how_to_disable_autoplay_videos_on_facebook

or adjusting your Netflix playback quality to low/SD: https://help.netflix.com/en/node/87

 

- more data sources can be found here, as posted by a fellow community member: https://community.myhughesnet.com/hughesnet/topics/data-usage-sources-common-and-not-so-common

 

The most important tool to download is the Status Meter, available in the Customer Support Center, to help you monitor your data usage: supportcenter.myhughesnet.com

 

Your cooperation and patience are greatly appreciated. We look forward to hearing back from you.

Thank you,

Chris