Forum Discussion

jcollison251's avatar
jcollison251
Sophomore
8 years ago

HN9000 equipment does not need to be returned?

Case# 103926294   I was able to cancel Hughesnet today because I found out I had DSL in my area this whole time (with fiber being installed next month), and I must say this is one of the happiest d...
Unreturned Equipment Fee
  • Amanda's avatar
    Amanda
    8 years ago

    Hello jcollison251,

     

    Great question! We are no longer asking for HN9000 equipment to be returned when cancelling service. We do still require the modem to be returned when they are being replaced with a new one. So no, you do not need to return it and you will not receive a box to return it. 

     

    Thank you,

    Amanda

     

     

Amanda's avatar
Amanda
Moderator

Hello jcollison251,

 

Great question! We are no longer asking for HN9000 equipment to be returned when cancelling service. We do still require the modem to be returned when they are being replaced with a new one. So no, you do not need to return it and you will not receive a box to return it. 

 

Thank you,

Amanda

 

 

jcollison251's avatar
jcollison251
Sophomore
8 years ago

Thanks for the confirmation, Amanda.   That's interesting that it still needs to be returned if the modem is being replaced.

 

By the way -- Since cancellation confirmation emails are not being sent out, I don't think reps should be telling customers to expect one.  You might want to have the retention department managers send out a memo or administer spankings or whatever they usually do.

  • Amanda's avatar
    Amanda
    Moderator
    8 years ago

    Hi jcollison251,

     

    I heard about the cancellation e-mail thing.. were you the one who brought this up to Liz? If so, she's already alerted our call center managers. 

     

    The reason we ask for the modems back when its a replacement is mostly because we want to know if the issue was really the modem, and if so, can we replicate and fix it ourselves. There is a small team dedicated to this at our manufacturing plant here in Maryland.

     

    -Amanda

    • jcollison251's avatar
      jcollison251
      Sophomore
      8 years ago
      Amanda wrote:

      I heard about the cancellation e-mail thing.. were you the one who brought this up to Liz?

      No, that was henrysj in this thread.  And that was over a week ago, so the call centers must be slow with the whip.  I did eventually receive an emailed survey asking why I had canceled, so that served as good enough proof for me.

       

      Understood about wanting the modem back to test it out.  When I had read "replacement" I was thinking that included "upgrade" (Gen4/5), which made less sense.