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Is all onsite tech support $125 ?

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Freshman

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.

 

1 ACCEPTED SOLUTION

Accepted Solutions
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Moderator

Re: Is all onsite tech support $125 ?

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

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19 REPLIES 19
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Distinguished Professor II

Re: Is all onsite tech support $125 ?

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.

 


 

Highlighted
Freshman

Re: Is all onsite tech support $125 ?

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

Highlighted
Distinguished Professor II

Re: Is all onsite tech support $125 ?

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.

Highlighted
Freshman

Re: Is all onsite tech support $125 ?

Thank you for the link to reviews. The best part about GotW3 is there's no contract. So, I can opt out any time. The person who sells this service in my area is someone with whom I have many mutual friends, including some of my fam. He has provided them with good service. He demonstrated the service at my house a few days ago and I was impressed. With HughesNet, I get buffering on NetFlix. There was none of that with GotW3 while running NetFlix on 2 TVs at the same time. Web pages responded faster, too. I've about talked myself into giving it a try. 

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Distinguished Professor II

Re: Is all onsite tech support $125 ?

Since you have extra knowledge about the service and you've researched it and even tested it, it couldn't hurt to give it a try, since you can stop the service at any time. I really hope it works well for you. 

 

kanzz wrote:

Thank you for the link to reviews. The best part about GotW3 is there's no contract. So, I can opt out any time. The person who sells this service in my area is someone with whom I have many mutual friends, including some of my fam. He has provided them with good service. He demonstrated the service at my house a few days ago and I was impressed. With HughesNet, I get buffering on NetFlix. There was none of that with GotW3 while running NetFlix on 2 TVs at the same time. Web pages responded faster, too. I've about talked myself into giving it a try. 


 

Highlighted
Freshman

Re: Is all onsite tech support $125 ?

Me too! Thanks. Living in the country shouldn't mean "lower quality / higher cost", but that seems to be the rule. For now.  

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Distinguished Professor II

Re: Is all onsite tech support $125 ?

I have the same issue with Verizon wireless, in that it works just fine in urban areas but in my rural area, not so much.  I think it's not really their fault, though, more the fault of the local population. They refuse to install more towers.  Luddites. Smiley Happy

Still, it's annoying, though I do my best to stay positive, because I like the open spaces.  

 

EDIT: And HN actually works just fine for me. 

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Freshman

Re: Is all onsite tech support $125 ?


@maratsade wrote:

I have the same issue with Verizon wireless, in that it works just fine in urban areas but in my rural area, not so much.  I think it's not really their fault, though, more the fault of the local population. They refuse to install more towers.  Luddites. Smiley Happy

Still, it's annoying, though I do my best to stay positive, because I like the open spaces. 


 I had terrible wireless phone reception at my place for years until I finally caved and bought a booster. Makes all the difference.  

Highlighted
Associate Professor

Re: Is all onsite tech support $125 ?

Just going to throw this out there...

Hughesnet does have data caps, and there is congestion on the network.  Wireless ISP's have the same problem as well, though, not nearly as badly as a satellite ISP.  After looking at GotW3, it appears, they have some interesting disclaimers and policies.  They don't list what will actually trigger their FAP, but it does exist, and they do traffic shaping as well, and admit to it, at the least.

https://www.gotw3.com/fair-use-policy

https://www.gotw3.com/what-is-throttling

The way it looks, depending on which carrier you actually get thrown on, and how often you stream, or game, or anything, really, will decide how it works.

Let us know how it does work out for you over the course of time!  I was/am looking at a secondary ISP, mostly for gaming, but GOTW3 basically says "nope, you aren't allowed to do that on "our" network".  It might work great for a few days, then go to entirely useless after that till the next billing period.  Benefit is, no contract, downside is huge initial cost, and monthly fee of $100 for "rural".


As far as the service, yes, a truck roll is $125, however, I am rather positive that they have a labor warranty...  Red flags should be going up on the installer/technician that was last out, and a different one sent to inspect/audit the previous work without charges to you.

I would encourage you, since you are at least out of contract, to see if they will issue a service charge-free visit, and possible credits towards the last "repair".