Need to cancel with no ETF

Question

I have been writing to you by mail, online chat, phone, and B-- complaint since we signed up for your service and we still have gotten nowhere. We sent screenshots of all the downtime and problems we've experienced with our service from day 1. We want out of our contract without penalty and have been patiently requesting this since early last year.We were lied to about the service tier we purchased and what it included versus the lower priced package. We have not received what the higher price package promised, and we have provided evidence of this numerous times. The representatives tell us what to do to fix the issues and we have tried each one. The representative we have been in contact with on the B--complaint keeps saying there is no record of any of our correspondence by phone, chat, or otherwise.He also said that our dish showed as misaligned and kept wanting to send someone all the way out here. It seemed ridiculous to me because that would cost the company more than just letting us out of our contract which was never honored by your company from day one. I finally said sure, I will schedule them to come out but if that didn't fix our issues than we need to start arbitration.So, I contacted the online chat to schedule. The first one just "hung up" on me and the second one was very rude saying our dish was perfectly aligned so we could not schedule a representative to come out. She then "hung up" on me and they called my boyfriend who is named on the account. The rep he talked to ALSO said our dish was perfectly aligned and his "fix" (they all seem to have one) was that we need to turn the modem off every 24 to 48 hours and should have been doing that the whole time.Nobody ever told us this of course. So, again, we tried their "fix" and put the modem onto a timer to go off every night.&nbsp;Same problems. No fix. We have had to pay for Frontier internet this entire time we have had HughesNet so that every time the HughesNet goes out we can switch back to the Frontier. Keep in mind, our Frontier internet only provides 6MB service, yet it often works better than our HughesNet which usually provides 180MB or so.We've explained from the get-go that we spoke at length to the woman on the phone when we signed up about what would happen in rain and snow. She insisted it may slow down a bit but not to where we would notice. We laughed because we were like "yeah, even if it slowed by 50 - 75% speed it would STILL be faster than our Frontier's 6MB service!" She never said no, it would absolutely shut down completely in wind, snow, rain, and have latency so bad you can't do a Zoom meeting or play simple phone app games even when the weather is great.We bought the higher tier package because it said we could stream HD, do Zoom meetings on higher quality video, play streamed games, etc versus the lower priced tier that said we couldn't do those things. We did our due diligence before signing up to be sure of good internet regardless of weather.If our internet service was good from HughesNet and we were just people trying to renege on our contract for no good reason, we certainly wouldn't be paying our bill month after month patiently waiting for a resolution AND paying for Frontier 6MB internet the ENTIRE time and still paying for it to this day.Name one good reason we would still be paying for our Frontier 6MB internet these 13 months if our HughesNet was reliable??I've already read the contract, and know we have the right to be granted out of our contract with no ETFs due to deception and broken promises on your end. We've done everything on our end. How do we get out?? We've tried online chat, phone, postal mail, B-- complaint, and here.&nbsp;I read here on your forum that it is up to your reps on this forum as to whether or not you "believe" what we are saying. Does this mean you are independent parties?Thank you

maratsade · Answer

You may want to read the subscriber agreement,&nbsp; section 5, which covers dispute resolution and binding arbitration.&nbsp; You can access the legal materials by clicking on the word "Legal" at the bottom of this site's pages.&nbsp;"I read here on your forum that it is up to your reps on this forum as to whether or not you "believe" what we are saying. Does this mean you are independent parties?"Could you provide a link to where you read this?Hughesnet corporate reps participate in this forum; you can recognize them because they have the word "Moderator" next to their handles.&nbsp; They have more reach than the reps on phone or chat, and are typically very helpful.&nbsp; They are not independent parties; they are Hughesnet employees.&nbsp;&nbsp;"B-- complaint"If this refers to the private, 501 nonprofit organization that works as a middleman between consumers and businesses, then the reps on this site will&nbsp; not get involved with your case, because starting a case with that entity means your case will be funneled to a different Hughesnet department.&nbsp;&nbsp;

Nonnieb · Answer

I am having the same problems . I was promised all this great service &nbsp;and the lag time and overall internet sucks. &nbsp;I wish I had never signed up with them.&nbsp;

maratsade · Answer

You can cancel any time. You will have to pay the fine for canceling early, but that's cheaper than the total amount of a 2 year contract.&nbsp; If you'd like to have a shot at maybe having the fine removed, you will need to work with the Hughesnet reps on this site to troubleshoot the system.&nbsp; If you want to do that, you&nbsp; can open your own ticket by going to https://community.hughesnet.com/category/HNSupport/discussions/TechSupport and providing details of the problems you're experiencing.&nbsp;You may also want to read the subscriber agreement.&nbsp; It explains the limitations of the system, and it also provides you with a process to resolve grievances with the company.&nbsp;