The letter below was supposed to be an email to support. "Page not found error 404" is all I get! Tried to call too. Extremely high call volume at 7:15 am CST. I am extremely frustrated with the time and peace I have had to give up to try and get Hughes to allow me to cancel without their ridiculous fee.
I am responding to an email written by Aaliyah _ _ _ _ _ on Nov 24. I wrote asking for my cancellation fee to be waived. She told me she had arranged a call back within 24 hours. No call. (Second time I was promised that.) My main question is how many times do I have to ask for my cancellation fee to be waived in writing or by phone before it is?? Surely you have about 10 complaints from me either by chat support, phone support or by email. I cannot do “real time troubleshooting” from the location where I have Hughes due to poor wifi calling (another promise Hughes made me gone bad.) I have called from other areas close to my vacation home, tried chat support, tried phone support (hour long troubleshooting with tech who could not hear me due to guess what? Bad wifi calling) Finally it was “escalated to engineering” and wow, it actually worked with faster speeds for about a day or two. Then my next time there, bam, download speeds 1 or 2. My DSL previously worked better. How many times do I have to report slow speeds, go through real time troubleshooting, escalate to engineering does it take? I will try one more time when I go on VACATION, to spend hours again trying to troubleshoot in “real time.” Beware, it will not be fun for the tech who gets my call because he/she will not be able to hear me. I do not trust that Hughes will ever be able to consistently provide the 25 mbps speed promised to me on the sales call. If it would work for even a month consistently, it would give me hope. Put yourself in my place. Provide me with an account manager who cares about your customers.
