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Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Chris11
Alum

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Hi Terri,

Sorry for the delay, I'm still waiting to hear back on this one. If I don't receive anything tomorrow, I will get back to you with a resolution. 

Thanks,
Chris
Terri Wilbur No
New Member

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Chris, I am trying to patient here... But we are at zero now on the data side and we need to get your service cancelled and equipment removed. I am not asking for the world here, just to have the cancellation waived.
Chris11
Alum

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Hello Terri,

Thanks for your patience. I did receive the call and was able to listen to the call myself. I'm going to summarize what I found:

When you called in, you were transferred through another party, the voice of the lady transferring you was low but I think it was our chat support. All other audio was clear. The agent then took some basic information from you including zip code and address. Our agent then checked to see if you had any TV service installed, in which you confirmed with Dish as your current service. Having Dish or DirecTV gives us confirmation of a clear view of the southern sky. The conversation then moved to any prior internet providers, and you told the agent your previously had Century Link. You were unhappy with the service because the speeds were around, if at all 3 Mbps. Our agent explained how you would be directly linked to our satellite which would provide you much faster speeds. 

Then you were asked about the users in your household. It was only you and your spouse. Verbatim our agent then asked," is there anything in particular that your spouse would like to use the service for daily?"

Customer Answer: No, he's just constantly on the internet.

Agent: got it got it. well what you are going to greatly appreciate with the service, is that we have great plans that are structured for multiple users. So you could do one thing and your husband can be doing another.  

Now of course, nowadays on the internet we like to use it for paying bills online, email, social media, and school work. What are some of the things you would like to do online. 

Customer: Pretty much all of that.

Agent: How about video streaming,  Netflix, Hulu, Amazon prime.

Customer: Yea we need that for Netflix

The agent then asks you how much do you thing you'll be streaming a week in hours. Based on that, the agent read our streaming disclosure which states:

Agent: Our most popular plan comes with 10 GB's of data, which will allow you to watch up to 15 hours of standard definition videos each month. Based on your internet usage, this plan could work for you. However once you reach those 10 GB's streaming will no longer be possible. Your simple tasks like surfing the web and email should be fine. We have multiple plans available to you that I will go over, so that we make sure we put you in the best position. 

Gaming is brought up, but no one was going to be playing any according to your answer

At this point in the interaction, half of the call is gone through. After a bit more info was shared, you stopped our agent and mentioned that you had told the lady who transferred you that you had a meeting at 8pm? Not sure exactly but you were in a hurry. Your asked the agent if he could speed up the process and he agreed. So most info regarding our other plans was not gone over. You confirmed and allowed us to subscribe you to our 10 GB anytime Prime Plus plan. However the agent did still go over all Terms & Conditions. Read all disclosures which can be found on the legal section of our website. 

All in all our agent did a great job and honestly did not leave anything out. Other than being unable to go over higher data plans that could have been better suited for you, there was nothing misleading about the interaction. Especially given the time constraint half way through the call. You mentioned needing to work and gaming in your original post however as stated before that was not specified in the call. If so, the agent would have given information pertaining to that. VPN's would not be mentioned unless you gave an indication that you need to work from home. I listened to the whole thing twice and did not hear anything. We want our agents to be proactive and ask as much questions. I feel there was plenty of chance given to allow you to provide us with what activities are important for your daily tasks. 

In conclusion, the results of my review do not show a misleading sales interaction. A realistic depiction of the service was given, even the limitations and what happens once data depletes. So any fees being waived when cancelling would not be warranted. If you have anymore questions or concerns, feel free to let me know.

Thanks,
Chris 
Terri Wilbur No
New Member

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Thanks Chris for your research and dictation of our conversation. I will forward this to my attorney for next steps. I will also file this with our state representative and the Better Business Bureau so that others are aware of your practices. While it appears that you believe your are in your right, I think after less than 3 months of service, to come to you and state this was not working for us, that we would have had some adjustment on the early termination. I guess you have to make money somehow, very fortunate to have other provider options. I will call in the morning to get the cancellation process going.
BirdDog
Assistant Professor

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Honestly, if you have ground based internet available then should not have gone with satellite. State Representative and BBB won't fix things when it comes to capabilities of satellite internet.

Nowadays most States also require a customer educate themselves before entering into a contract.  
Terri Wilbur No
New Member

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Thank You for your feedback. I am uncertain why you are commenting on my post, I can only assume you are an employee of HughesNet or a stockholder if you believe that this is good business practice. Obviously I made an error, I am human. I cannot believe I am the only one who went down the rabbit hole, and I feel my voice needs to be heard regardless if I may not have 'educated myself' on what I agreed to before entering into this contract.
BirdDog
Assistant Professor

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Not an employee, just long time customer. I went to the library 12 years ago and used the computers there to educate myself on satellite internet since I had no internet at the time. No ground based internet where I live either.

I look at sales people as con artists no matter the product. Cars, houses, internet, cell phone,.......you name it.

Note berating you at all. Only saying over my 60+ years on earth I have learned to research extensively before entering into a contract. Hope you have a better experience with your next ISP.
Randy1
New Member

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

I was told that I could watch standard definition video after the high-speed runs out.
Gwalk900
Honorary Alumnus

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Watching video is a very data intensive activity regardless of resolution, that being a matter of degree.

With a capped service you are contracting for a set amount of data. Once that amount of data is exhausted your speeds will be throttled to about 150 Kbps. There are two exceptions to this.

One is to purchase additional data known as "Tokens". These are available in differing sizes and prices.

Second is that most plans offer a "SmartBrowse" feature that allows normal or near normal speeds for low intensity activity ... the viewing of simple webpages and checking of email.

If a high intensity activity occurs SmartBrowse will kick out and the FAP speed throttle will activate.

  

BirdDog
Assistant Professor

Re: Only had service for 3 months and went to the max amount you can purchase and it still isn't enough!!

Randy, don't know who told you that but I have Netflix set to low definition and it needs about 1.5-2 Mbps to stream well without buffering.