Forum Discussion
Confirming temporary suspension of service
I set up a Temporary suspension of service via Phone Support. How do I know that it is in effect? Web account says ACTIVE, 27 days in Billing Period, automatic payment enabled. How can I be sure next...
It is official as I just got an email from HughesNet confirming that our service is "voluntarily" suspended. Thanks again for your help.
FordGuy,
Thank you for reaching out and welcome to the community. After reviewing the billing info for the account, no suspension has been placed on the account. I see a suspension request was made through email support but we do not allow such actions. Suspensions are to be solely done over the phone due to account security. This also means a suspensions cannot be processed through this community either. I can, however, relay some account info. I was unable to find record of a case or a phone conversation in which a suspension request was made via phone support. Was there a signal disconnection?
Also, what maratsade said is completely accurate.
-Damian
Thanks for looking in to this. Wow so they are denying the phone call I had on May 2 with supervisor Thomas that lasted 50 minutes! If there was a problem Thomas should have called me back or sent a e-mail. I have a record that I made the call and there should be a recording on HughesNet's end. In fact one of the e-mail "support" people claimed to have reviewed it but he obviously did not as he stated things about the call that were not true. I tried repeatedly to get email support to understand but they just repeated the same set response- "that I had to call Phone Support". Again, I set it up via Phone support but needed confirmation. This seems to be clear fraud to me what do I do now? This is a vacation home and we are done with our 2 yr. commitment. Oh and we own the equipment so there won't be any equipment fees or taxes.
"This seems to be clear fraud to me what do I do now? "
Not fraud, clear or otherwise. Very likely a mistake and/or miscommunication. Call them again, do the request again, ask for a case number as a reference. If they gave you a case number, send it to Damian so he can check to see what happened.
Ok I did as your suggested and called and was promised service suspension would start today 5/9/24 but it has not. I did get a case # and sent it to Damian. So we will see if it is just another "mistake" or deliberate policy, What has other people's experience been? We can't be the only people with a vacation cabin.
It's not deliberate policy; that'd be against the law, pointless, and not worth their time. It's likely an error or even incompetence. Hopefully Damien can give you some assurances that the suspension went through and it's working. When you say the suspension hasn't started today, do you mean you still have service, or that it still shows as active on the account info page, or both? Maybe it'll take 24 hours. If it's still on tomorrow you may want to call again and use the reference number they gave you.
You're not the only one with a cabin.
