Forum Discussion

Alice Bowman's avatar
Alice Bowman
New Member
9 years ago

GETTING YOUR DISH OFF MY ROOF

We canceled our service and was told we would get a box to package everything back up in and we have not received it as of yet. Also we were told that we had to climb up on our roof to take the dish down to send it back. My husband and I are both disabled and  not able to climb on the roof. Now when this dish was installed the young guy who put it up there put it in a very precarious place, we don't want to ask someone else to take it down due to risk of them falling off our roof. We were told by Hughes net they would charge us something like $125, to come out and take it down. That is INSANE, your person put it there, I think you do this to TAKE ADVANTAGE OF YOUR CUSTOMERS. 
  • El Dorado Netwo's avatar
    El Dorado Netwo
    Advanced Tutor
    9 years ago
    Alice, they don't want the dish returned - just the radio that's on the end of the arm.

    Can you hire some kid for a few dollars to remove the radio? It's held on by just one or two screws or bolts.

    Sorry to hear about your roof. If that was a problem caused by the installer, then it needs to be made right by the installer and/or HughesNet. 
  • Liz's avatar
    Liz
    Moderator
    9 years ago
    Good morning Alice,

    Welcome and thank you for posting. The subscriber agreement that was signed in order to get the HughesNet service does state "If you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges."

    Considering your particular situation we can look into your concerns and address them somehow. Please post a case number or the serial number located on the bottom of your modem so we can pull up your account.

    Thanks,
    Liz
  • Liz's avatar
    Liz
    Moderator
    9 years ago
    Thanks for your SAN, Alice. I have edited it out of your post to protect your privacy, as this information is considered sensitive and should not be posted publicly.

    I arranged a dispatch at the earliest available slot; your complimentary de-installation appointment is currently scheduled for Friday, Apr 29, 2016 between 8:00 AM-11:00 AM.

    I've also escalated your case to our installation group here at corporate to address your roof damage concerns. Once I hear back, I'll let you know.

    Your cooperation, patience, and understanding are much appreciated.

    Thanks,
    Liz
  • Liz's avatar
    Liz
    Moderator
    9 years ago
    Hi Alice,

    I do apologize for this inconvenience, I know your time is important. I don't know what happened, but the dispatch did not appear in our system. Fortunately, this gives us the opportunity to give our tech specific instructions, with regards to your case, from our installation group here at corporate. After I escalated your concern about roof damage, the installation group suggested that the tech also de-install the tri-mast on your roof and re-caulk the existing holes, at no cost to you. I've requested that they set up a new dispatch with their specific instructions to the tech. Once I have the appointment time, I will let you know.

    Thank you,
    Liz
  • Liz's avatar
    Liz
    Moderator
    9 years ago
    Good morning Alice, 

    Thank you for the update, glad to hear the tech made it out there to de-install your equipment. As for the return kit, it can take up to 10 business days from the cancellation date to arrive. If you have any concern with that, just let me know.

    If you have further concerns about damages, you may want to file a claim through your homeowner’s insurance.

    -Liz
  • Alice Bowman's avatar
    Alice Bowman
    New Member
    9 years ago
    All I have is the SAN number I hope that helps    [edited to protect privacy]
  • Alice Bowman's avatar
    Alice Bowman
    New Member
    9 years ago
    Sorry Alan I am not going to hire someone to go up on my roof. I am not going to take the chance of them falling off the roof and suing me. The installer put the dish in a really bad spot on my roof. Yes I agree Hughes net or the installer (whoever it was THEY hired to do it) should have to fix our roof. As many issues as I have had with Hughes net I am sure that is NOT going to happen though.
  • Liz's avatar
    Liz
    Moderator
    9 years ago
    Additionally, if you need to reschedule your appointment, call us at 866.347.3292 and reference your case number: 53779203

    Thanks,
    Liz
  • Alice Bowman's avatar
    Alice Bowman
    New Member
    9 years ago
    Thank you LIz for your help with this problem. You are doing more for us  so far than anyone has. When I called to cancel our service, the rep was very rude. Miles has also blocked me on Hughes Net facebook page.  Otherwise I would have tired to contact him again, instead of posting this here. I do really appreciate this very much.