Forum Discussion

Freshman

6 years ago

I want to cancel my service

I want to cancel my service and will not pay termination fees I was lied to by the sales team as well as the account management team and have been going in circles with the tech support department as well as the outside tech support I was promised I could steam without problems when I signed up and that has not been the case I get speed test that are as low as 70kbps but the tech support says I get 40 mbps which has never happened and they claim my system is fine because after multiple attempts to run a speed test that completely fails because the conection is so bad then it completes the test with 13mbps briefly then goes back to slow or unable to complete the sales team guaranteed I would be able to stream and tech support tells me I will never be able to stream due to latency I have also been lied to by account management (I believe here name was penny) who said I would not have to pay the termination fees but when explaining the terms of cancleation said the only thing on my last bill would be any fees that occurred which I asked her to clarify what that would be and she said that would be any tokens purchased so I said if I never bought any tokens there would not be any fees and then after she just said I would only be charged for tokens and I asked for exact clarification that I would not be charged she added in that there would be termination fees I have been lied to multiple times and still do not have the service I was promised

15 Replies

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want to cancel my service","id":"message:116382","revisionNum":1,"repliesCount":15,"author":{"__ref":"User:user:93280"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:AccountandBilling"},"conversation":{"__ref":"Conversation:conversation:116382"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:116382"},"body":"I want to cancel my service and will not pay termination fees I was lied to by the sales team as well as the account management team and have been going in circles with the tech support department as well as the outside tech support I was promised I could steam without problems when I signed up and that has not been the case I get speed test that are as low as 70kbps but the tech support says I get 40 mbps which has never happened and they claim my system is fine because after multiple attempts to run a speed test that completely fails because the conection is so bad then it completes the test with 13mbps briefly then goes back to slow or unable to complete the sales team guaranteed I would be able to stream and tech support tells me I will never be able to stream due to latency I have also been lied to by account management (I believe here name was penny) who said I would not have to pay the termination fees but when explaining the terms of cancleation said the only thing on my last bill would be any fees that occurred which I asked her to clarify what that would be and she said that would be any tokens purchased so I said if I never bought any tokens there would not be any fees and then after she just said I would only be charged for tokens and I asked for exact clarification that I would not be charged she added in that there would be termination fees I have been lied to multiple times and still do not have the service I was promised","body@stringLength":"1460","rawBody":"I want to cancel my service and will not pay termination fees I was lied to by the sales team as well as the account management team and have been going in circles with the tech support department as well as the outside tech support I was promised I could steam without problems when I signed up and that has not been the case I get speed test that are as low as 70kbps but the tech support says I get 40 mbps which has never happened and they claim my system is fine because after multiple attempts to run a speed test that completely fails because the conection is so bad then it completes the test with 13mbps briefly then goes back to slow or unable to complete the sales team guaranteed I would be able to stream and tech support tells me I will never be able to stream due to latency I have also been lied to by account management (I believe here name was penny) who said I would not have to pay the termination fees but when explaining the terms of cancleation said the only thing on my last bill would be any fees that occurred which I asked her to clarify what that would be and she said that would be any tokens purchased so I said if I never bought any tokens there would not be any fees and then after she just said I would only be charged for tokens and I asked for exact clarification that I would not be charged she added in that there would be termination fees I have been lied to multiple times and still do not have the service I was 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I want to cancel my service","moderationData":{"__ref":"ModerationData:moderation_data:116383"},"body":"

When you subscribed to the HughesNet Service, you expressly agreed that you would be subjected to an early termination fee in the event you canceled the service prior to expiration of the service commitment period. That's also clear in the subscriber agreement.

See http://legal.hughesnet.com/SubAgree-03-16-17.cfm

If you would like speed issues addressed on this site, you will need to follow the protocol outlined here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607

To cancel the service, you will need to call the customer service number (866-347-3292).

If you've had the service for less than 3 months, you can request a sales call review to see what was said by the agent and by you.

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See http://legal.hughesnet.com/SubAgree-03-16-17.cfm

If you would like speed issues addressed on this site, you will need to follow the protocol outlined here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607

To cancel the service, you will need to call the customer service number (866-347-3292).

If you've had the service for less than 3 months, you can request a sales call review to see what was said by the agent and by you.

If the service call is still available, the HN reps on this site can pull it and review it. The process takes up to 7 business days, and you will receive a private message with the results.

Damian

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If the service call is still available, the HN reps on this site can pull it and review it. The process takes up to 7 business days, and you will receive a private message with the results.

Elwiemke

What was allegedly said in the following just isnt' true... \"tech support tells me I will never be able to stream due to latency\". Many HughesNet customers, including myself, are able to stream without issue, regardless of the high latency. Though higher latency can affect streaming, it doesn't necessarily mean that it will. The Video Data Saver and the page about it, as well as many posts regarding data usage while streaming, demonstrate that many people stream with HughesNet.

Regarding the Data Tokens, though I can't quite accurately discern what's going on with the \"paragraph\" being difficult to read due to a lack of punctuation, if it's concerning a question of refunds, unused Data Tokens are not refundable. If you never bought any Data Tokens, on the other hand, you wouldn't be charged for any.

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Elwiemke wrote:
While on tech support I was told by a manager that I would not be able to stream due to latency that is exactly what the manager told me

And, as I stated, what you were allegedly told is incorrect. Plenty of people with HughesNet stream. If HughesNet did not support streaming, they would not have bothered creating the Video Data Saver and the pages of information concerning it, nor would there be FAQ pages dedicated to the different aspects of streaming with HughesNet. Nor would there be many posts concerning data usage while streaming and how to mitigate it. Plenty of people stream with HughesNet.

https://support.hughesnet.com/en/faq/internet/what-is-video-data-saver

http://support.hughesnet.com/en/faq/internet/progressive-and-adaptive-streaming

https://www.hughesnet.com/frequently-asked-questions

It's likely that the tech was conflating streaming with real time online gaming, the latter of which does not work with HughesNet due to the high latency.

Regarding Data Tokens, if you did not purchase any since the beginning of your current billing month you will not be billed for any. If you did, you will.

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wrote:
While on tech support I was told by a manager that I would not be able to stream due to latency that is exactly what the manager told me

https://support.hughesnet.com/en/faq/internet/what-is-video-data-saver

http://support.hughesnet.com/en/faq/internet/progressive-and-adaptive-streaming

https://www.hughesnet.com/frequently-asked-questions

It's likely that the tech was conflating streaming with real time online gaming, the latter of which does not work with HughesNet due to the high latency.

Regarding Data Tokens, if you did not purchase any since the beginning of your current billing month you will not be billed for any. If you did, you will.

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