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Cancellation Fee

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New Poster

Cancellation Fee

I am so incredibly disappointed with Hughes Net and their customer service. We signed up for internet on December 3rd. To date I have called to complain about our service EIGHT TIMES!! Eight times in a little over a month. We can't watch a show on NetFlix without it buffering every couple of seconds and my kids can't play their XBox. Not to mention my oldest son can't do homework because his internet is CRAP. Every time I call they trouble shoot and it's fixed for a few hours and then we're back to where we were. 

I just called to cancel and they told me that I would be charged $400 to cancel. ARE  YOU KIDDING ME!?? You have records of every call I've made with the same complaint however you still feel justified in charging the cancellation fee?! Absolutely ridiculous! 

26 REPLIES
Professor

Re: Cancellation Fee

There are no grace periods for most if not all ISPs and phone providers; most of them also have a 2 year contract and a penalty for breaking the contract.   Hughesnet makes this information available to everyone here:    http://legal.hughesnet.com/ServiceTermsAndConditions-current.cfm

 

*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.

 

@joleenc wrote:

I am so incredibly disappointed with Hughes Net and their customer service. We signed up for internet on December 3rd. To date I have called to complain about our service EIGHT TIMES!! Eight times in a little over a month. We can't watch a show on NetFlix without it buffering every couple of seconds and my kids can't play their XBox. Not to mention my oldest son can't do homework because his internet is CRAP. Every time I call they trouble shoot and it's fixed for a few hours and then we're back to where we were. 

I just called to cancel and they told me that I would be charged $400 to cancel. ARE  YOU KIDDING ME!?? You have records of every call I've made with the same complaint however you still feel justified in charging the cancellation fee?! Absolutely ridiculous! 


 

New Poster

Re: Cancellation Fee

I can understand that there is no grace period. I asked the gentleman that I just spoke to that exact question and he confirmed once it's installed the "contract" starts. My problem is that with the noted phone calls and issues they still are not able/willing to do anything to work with me. 

Professor

Re: Cancellation Fee

And I totally understand your frustration, Joleen.   The company will work you to improve your system so you can do what you want/need or as much of it as is feasible with the satellite technology.  Your system may need some tweaks to make it work better than it's been doing so far.  It is unlikely they will let you off the hook with the contract, at least not until avenues of improvement have been explored and exhausted.  (This would be the same kind of process Verizon or Xfinity would follow, too. It's an industry standard). 

 

You will get better help on this site than with the phone reps, but you may still have to perform some actions on your side, while the reps here check their side of things.  I'm sure someone from HN will reply, or some other customer will get you started.  

 

*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.

 

@joleenc wrote:

I can understand that there is no grace period. I asked the gentleman that I just spoke to that exact question and he confirmed once it's installed the "contract" starts. My problem is that with the noted phone calls and issues they still are not able/willing to do anything to work with me. 


 

Moderator
Moderator

Re: Cancellation Fee

joleenc,

 

I'm glad you found the community, thank you for posting! After taking a look at your account, I see that you did terminate your services. I would be happy to assist you with your issues if you choose to reactivate your services; however, if you decide not to reactivate the account, I will not be able to help you.

 

Please let me know who you'd like to proceed.

 

-Jay

New Poster

Re: Cancellation Fee


@Jay wrote:

joleenc,

 

I'm glad you found the community, thank you for posting! After taking a look at your account, I see that you did terminate your services. I would be happy to assist you with your issues if you choose to reactivate your services; however, if you decide not to reactivate the account, I will not be able to help you.

 

Please let me know who you'd like to proceed.

 

-Jay


So because I terminated my service there is no way to help with the cancellation fee? 

Moderator
Moderator

Re: Cancellation Fee

joleenc, 

 

We have other ways to possibly resolve your issues but since we have not exhausted all of those options, I cannot lower your early termination fee. If you would like to reactivate your account, I would be more than happy to help you get your service working the way you expect it to!

 

-Jay

New Poster

Re: Cancellation Fee

Here is my frustration...I have called EIGHT different times in just barely a month. Everytime I call the issue gets fixed for a short period of time (hours) and then we're back to where we were before.  Or nothing gets done and I'm told that there's bad weather in the gateway. I had a technician scheduled to come out but that is still over a week away. I have 3 kids who need wifi for different school assignments, I can't wait another week to get this resolved. 

Moderator
Moderator

Re: Cancellation Fee

joleenc,


I understand your frustrations but as maratsade said, this is the best place for you to get 1 on 1 support; however, I cannot assist you if the account has been terminated. If we are unable to determine what the issue is and exhaust all options to resolve it for you, then I am unable to reduce the early termination fee. 

 

-Jay

New Poster

Re: Cancellation Fee

Okay, so to keep my account active, do I need to call back to the customer service number or can you reactivate it?