Forum Discussion

kanzz's avatar
kanzz
Freshman
5 years ago

Is all onsite tech support $125 ?

My internet went out 05/17. I called support, did the troubleshooting, and was ultimately advised that a technician would have to come to my house and fix it. Tech came 05/20 and repaired. I was not advised there would be a fee. 

 

48 hours later, my internet went down again. Same thing. Called support, went through the troubleshooting, and then - 

I was told there would be a $125 fee for the tech to come to my house!

 

Nope. I'm not doing it. And furthermore, I will not pay for the first tech visit if I'm billed for it.

 

Now researching other options.

 

Performance
  • Remy's avatar
    Remy
    5 years ago

    kanzz,

     

    Upon taking a look into the account, I found that the bill generated on 5/27 for 230.75, due to the dispatch fee being originally attached. However, the agent you spoke with applied a credit on 5/25 of 136.88, so you were charged a total of 93.87, which is the same as previous months from what I'm seeing.  You can see the information regarding your bills here: hninfo.us/viewbill.

     

    In regards to the email you received, it was an agent error and we want to apologize for any confusion. Any issues brought up in the community are normally handled in a community thread or in private messages.

     

     

    Thanks,

    Remy

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    5 years ago

    Hang in there until the HughesNet staff on this site come back (EDIT: they are here M-F, approximately 9 to 6) and see your post.  Give them some time to investigate and see if they can give you a break.  

     

    Good luck with your research, and remember that if you're still under contract, there's an early termination fee which varies depending on how many months are left in your subscription. 

     

     

     

    kanzz wrote:

    My internet went out 05/17. I called support, did the troubleshooting, and was ultimately advised that a technician would have to come to my house and fix it. Tech came 05/20 and repaired. I was not advised there would be a fee. 

     

    48 hours later, my internet went down again. Same thing. Called support, went through the troubleshooting, and then - 

    I was told there would be a $125 fee for the tech to come to my house!

     

    Nope. I'm not doing it. And furthermore, I will not pay for the first tech visit if I'm billed for it.

     

    Now researching other options.

     

     

    • kanzz's avatar
      kanzz
      Freshman
      5 years ago

      Thank you. Fortunately, I'm no longer under contract. I think I might go with GotW3.

      • maratsade's avatar
        maratsade
        Distinguished Professor IV
        5 years ago

        Terrific, and good luck with your new ISP!  (EDIT: out of curiosity, I read a review of this service, and it doesn't sound all that good (https://servicereviews.org/review/gotw3-internet/), but I imagine YMMV, like with every ISP. 

         

        I'm sure you know this, but cancellation can only be done by phone, 866-347-3292. Wait times may be long, so you may want to try in the morning, as they're likely to be less busy. You can also try 877-329-1403.

        Either way, plan for long waits.