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Poor service

debbie.jean.bro
Advanced Tutor

Re: Poor service

Hi Danielle,

I'm not a Hughesnet employee, just another customer trying to be helpful. :-)

Maybe I didn't explain Messenger clearly enough. It's NOT Facebook. It's just like texting only you aren't using your cellphone data. You can even use it if you have no cellphone service. That's what I use because we don't get cellphone service out here in the boonies, haha!

I'm guessing you're required to use VPN when working? If so, that sucks because VPN is not supported by Hughesnet. You'll continue to have speeds down up to 70% and lose massive data and have all the same problems. :-(

Turning movies down to LD will still save a lot of data, though.

Sorry I couldn't be more helpful. :-(
Liz
Moderator
Moderator

Re: Poor service

Good morning Danielle, 

I've requested for another call review to focus on whether our data allowances, our 24 month contract, and our legal site were disclosed on the call. In the meantime, you can review our legal site, which should have also been linked in your welcome/confirmation email after ordering: http://legal.hughesnet.com/

Your patience and understanding are much appreciated.

Thanks,
Liz
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Danielle Nemeth
New Member

Re: Poor service

I don't recall signing a contract. And you telling me my inquiry for your services was a legal contract?
BirdDog
Assistant Professor

Re: Poor service

It is an electronic sign off when the system is installed, the installer should have had you click on something.

Also, in most places these days simply allowing the equipment to be installed and turned on is implicit acceptance of any contract the company might have. Why prior research is so important these days.
Liz
Moderator
Moderator

Re: Poor service

No, merely inquiring about our services doesn't bind you to a contract.

However, if the caller moves forward with purchasing the service, the sales agent discloses our terms and conditions, to which the caller must verbally agree to accept. What finally seals the deal is signing off at the end of installation. 

-Liz
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Danielle Nemeth
New Member

Re: Poor service

I'd like to hear the call because I don't recall them stating it would be a 600 termination fee. In addition I they gave me the best services  initially, which I still called and complained about  within the first few weeks.  I also was billed 92 dollars which was not discussed. It was more like 65 dollars


Danielle Nemeth
New Member

Re: Poor service

My Brother in law is an attorney. I'd like him to review the contract.


Danielle Nemeth
New Member

Re: Poor service

Companies should be honest and tell you that the service would cut on and off and that you shouldn't use a vpn, and that you  can't watch videos without it freezing.  Allow them on my property to install  is a contract for excellent service.   


Danielle Nemeth
New Member

Re: Poor service

Can you send me the recording because I dont' recall that the rep read all of these policies verbatim to me over the phone.   




Liz
Moderator
Moderator

Re: Poor service

We cannot send copies of sales calls, but I can have the sales center review your call again to confirm whether the usual disclosures were made at the time of the call. VPN is not part of the disclosure, but rather only discussed if the caller indicates they're working from home. In my initial call review request, I had them check for this and they already confirmed that there was no mention of working from home, which is why VPN was not a topic.

Normally, the ETF is up to $400, max, but in your case, you also purchased HughesNet Voice, which has its own ETF, $240 max: http://legal.hughesnet.com/VoiceServiceAgreement/index.cfm

For your reference, I have e-mailed you the installer reference sheet that John signed after installation was complete.

To help you understand your HughesNet bill, please check out this video we recently made to help clear things up: https://vimeo.com/187378399

Thanks,
Liz
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.