About Damian

@dgarson561    In that case, it definitely would be best to start a new topic in the Tech Support section, as the issue will need some troubleshooting.  The first step in that troubleshooting would be to run some speed tests as instructed in this post and then include the Results page URL in the new topic.  This way you'll already be one step ahead.  At the time you run the tests, please first ensure that you are not out of data, as tests run while out of data and throttled will be of no use.     A couple of things:   1.  HughesNet recommends against connecting a satellite TV DVR/receiver to their service due to the amount of data those devices can use, aside of what's used for the streaming itself. 2.  The Video Data Saver affects streaming only (streaming services, on demand, Youtube, etc.).  If there are issues with HughesNet's overall speed, however, turning it off (or pausing it) may not make any difference. ... View more

@gordy,   Your initial sales call was over a year ago. This is very far outside of the timeframe in which we store these calls. At this time, the information I have provided in my private message to you has instructions on what to do next. In regards to binding agreements, the legal website that was linked to you on the thread has been publically available since before you signed up with an account. It is recommended to read the Terms and Conditions before signing a contract to avoid this situation. Because we are a paperless company, you are bound to the contract after you verbally agree to the Terms and Conditions on the phone and make your intital payment.    -Damian  ... View more

@ecoalex2,   I am glad to hear things are back up and running normally. Please reach out again if you ever need assistance in the future.    -Damian  ... View more

@Deb5,   We're closing this thread since we never got a reply from you. I do see that all of the equipment has been successfully returned. Because of this, you will not be charged any Unreturned Equipment Fees. If you still have further questions, please create a new topic or send me a private message.    -Damian  ... View more

@Gage77788,   I am glad to hear that. It appears our engineers have fixed the issue. If you need any assistance in the future, please reach out again.    -Damian  ... View more

@GabeU,   I am glad to hear you were successfully able to pay online again. If your method of payment was accepted on our site, it should be accepted for the autopay method as well. Our current policy only restricts prepaid cards from signing up for the auto-pay method so you should be good to go.    -Damian  ... View more

Edited to add- this is in regard to Gabe’s comment that only those who buy the dish don’t have lease fees. Ah- that last sentence. I think when I spoke with the rep we were not quite understanding each other. Essentially she told me at the end of my contract it would be like I had bought the dish- this (I think) had me under the impression that the lease would end. I understand now. Thanks everyone for the help. ... View more

@barbarameeker,   Thank you for your patience while this investigation was being completed. I have provided the results and our next steps via private message. Please refer there for more information.    -Damian  ... View more

Thank you so much, that was very helpful. ... View more

@Tam-082019,,   I appreciate your patience while waiting for this call to be investigated. I have finished investigating this and have private messaged you the results. Please refer there for more information.    -Damian   ... View more

@db4100,   Thank you for reaching to us. I would like to assist you with this, however, I will need the phone number associated with the other account. I was only able to locate the account associated with the username you are posting under. That account has already been canceled. Please private message me the phone number associated with the other account and I will message you back with what we will be able to do going forward.    -Damian  ... View more

@paulbergeron64,   Thank you for your patience while this investigation was being completed. I have private messaged you the steps we will be taking next. Please refer there for information.       -Damian  ... View more

@alisabrown,   Thank you for your patience while the call was being reviewed. I have private messaged you the results. Please refer there for information.   -Damian  ... View more

@Graciasifuentes,   Thank you for your patience while the call was being investigated. I have finished reviewing this and have private messaged you details regarding the resolution.      -Damian  ... View more

@Leespread,   I'm glad to hear this and am happy to help. Whenever you need any assistance, please reach out again.    -Damian  ... View more

@Rickytb82,   We're closing this thread since we never got a reply from you. If you would still like for this issue to be investigated, please private message me the case number associated with the call that took place.    -Damian  ... View more

Hello @azmckee,     Thank you for reaching out to us and welcome to the community. I am sorry to hear you experienced this. There is, unfortunately, nothing that can be done to make the 10-day process faster. This is a set parameter for our refund system. In regards to cancellation confirmation, you can log into your support center account and view your final bill as well as check your email once your grace period has ended. You will receive an automated email confirmation of your terminated status. As it stands, what you paid was your final bill, and there are no scheduled payments to be deducted from the account going forward. If you are concerned with your payment method being automatically charged in the future, I recommend calling into our support line and having your payment method switched to the invoice option, after you receive the refund. It is important to not change the payment method right away, as it must be the same payment method used that receives the refund. After receiving the refund, switching to the invoice option would also allow you to receive confirmation of your final bill in paper form.   -Damian  ... View more

@Ginag,   The investigation has been completed. I have private messaged you the results along with the steps we will be taking next.    -Damian      ... View more

@Snw1234,   I have sent a private message to you again. As @GabeU stated previously, please make sure you click the envelope on the upper right of the page. Click on the envelope to go to the PM, and then click on the title of the PM to read its contents in their entirety. Please make sure you are doing this on this community page and not your HughesNet email.      -Damian   ... View more

Hello @lissabwayne,   Thank you for posting and welcome to the community. I am sorry to hear you may have been misled during the sales call. If you simply wish to reduce your current monthly bill, you can call 866-347-3292 and have your plan lowered to the 10GB Service Plan. If you are looking for further compensation, I will need to review the sales call for confirmation. Please let me know what you would like to do going forward.    -Damian      ... View more

@Drain013,   It appears you recently had a technician come out to repair the service now that the weather is better, and things are back up and running. Since we have not received a response from you, this thread will be closed. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.   -Damian  ... View more

@SuberDRK,     I have successfully reviewed and investigated the sales call. Please refer to your private messages, as it contains the results of the investigation along with other sensitive information.    -Damian  ... View more

@buggered   It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please create a new thread and send us a private message so that we can discuss sensitive information regarding your account.    -Damian   ... View more

@kf4ipc,   This thread was initially closed since there was no response to the private message I had sent you. I have now merged your current post and re-opened your last thread to keep things consolidated. I am glad to hear your service appears to be faster now. Nothing has changed on our side either, as your modems speeds have remained in the same range, acording to our diagnostics, since May.  Please let me know if you ever experience a slow down again and I will continue the troubleshooting process.        -Damian   ... View more

@GabeU,   I'm glad you were able to make it to the data reset and that your token data and Service Plan Data were not being used simultaneously. I do apologize for the confusion. I will be passing along a message to see if this is something we can make reflect more accurately.    -Damian  ... View more

@Countryman,   I am glad to hear you are happy with your service. We welcome customers like yourself to voice their issues in detail as you did. This helps us deliver information more accurately and resolve things quicker.  If you ever need assistance with anything else, please don't hesitate to reach out.    -Damian  ... View more

Hello Myesha,   Thank you for contacting us. I am sorry to hear you experienced this and I understand your position regarding the termination fee. After reviewing your case history, I see you canceled the account on 4/25/2019 and agreed to the termination without the request of a payment method switch. You were then eventually charged the full ETF on 5/9/2019 after the card declined the payment multiple times during this period, which explains the delay for the charge. Your request to switch the payment method was not made until 5/13/2019, even tho this would not alter the already charged ETF. It appears we explained that the charge was valid and could not be refunded. Compensation, if available, will usually take place on the call during your cancellation or before. Seeing as though the request and processing to switch the payment method was not made until after termination, a refund could not be authorized. I also see we recommended for you to have your bank reverse the charge, as you explained you needed that money for something else. The call ended after you agreed to take this step, however, a bank reversal was never made.    While I do not discredit the issues you experienced, compensation is not available due to the fact the account is already terminated and the termination fee is valid, within the guidelines of our policies. Please review https://legal.hughesnet.com/ServiceTermsAndConditions-current.cfm for more information regarding these policies.      -Damian  ... View more

Larry,    It's been a while since we last heard from you so we will close this thread. If you still have concerns, please start a new thread or respond directly to the private message I sent you.    -Damian  ... View more