Another option moved into the area and I am now with them. I swear to you... that's what I was told. And you know how you drive around and see little posters about "call for internet, tv, phone, etc...?" most of those in the area were Hughes net sub-providers and when I'd call, they'd say the same thing about the cap to service and the unlimited usage. That's what they say, but when you ask for clarification unlimited just means access...it doesn't mean speed or actually usability. My first issue with them was never resolved---being told I was getting "this" and getting "that". My brother warned me, but at that point we were already in the contract. I'm attempting to let it go, but I really don't have the money to throw away when I don't feel 100% responsible for the disconnect.
... View more
I setup service with Hughes net in June. In moving from DE to GA I was unable to find internet in the area of my home. Hughes net claimed to offer services that would allow us to stream and have 60GB of data. We explained what we used service for- I work from home and take classes online. We may stream a video or two a week. We didn't move into the house fulltime and actually start using the service until August. Our first week in the house, we blew through our allotment. I called customer service; that guy informed me of how the internet service really works---its unlimited - but only between hours of 8pm and 2am WHAT!!!?!?!?! If I were told that upon signing up I wouldn't have signed up. He gave me 6GB and said that should help with getting you through to next cycle. At this point we were only using internet for school and work---which is really logging into a system and completing assignments (a lot of sitting on internet) and sending emails (not with large attachments). I had to use my phones wifi before the end of the cycle. The internet was slow and I was not able to work efficiently. I cancelled service on 9/4. I was told that I would be charged a early termination fee and still proceeded to cancel. Over a month and half has passed and all of a sudden, I get a surprise charge from them. At first I think its for not sending back equipment, which I did, but that its something that can be fixed. This is what I was told by the first representative. He goes away and works on refunding the fee. I'm on hold patiently for about 4minutes when he returns and says the fee is actually for early termination. I ask, when did I receive notice that this fee was going to be withdrawn from my account? He says when you cancelled we said we CAN charge your account for any unpaid fees. I said, "understood" , but doesn't law require you to notify when that draft is going to withdrawn, you know like the actually date? Can anyone help with this? I'm already preparing my letter for BBB and calling attorney tomorrow regarding this matter. 1. You market service incorrectly---it is not unlimited, unlimited means not time restrictions either UNLESS you state those times at sign up...which wasn't given to me. Since you record all calls, please feel free to go back and listen to my original call to sign up. 2. You speak of the disclosures that we agree to be charged a fee for early termination. - A. the early termination is WRONG because the service agreement, on your end was not honored B. The actually fee aside, the problem is, is the improper and illegal way of which you withdrew the money. Doesn't the fair debt collection practice act state that you can't go into a bank account without permission? I did not grant permission for a charge to be pulled on the day it was pulled...which is my biggest issue right now. My invoices do not state that the amount due was to be charged on a certain day, so why do you have the right to just pull money whenever? I was told a few different dates by the reps I spoke to today. But if I cancelled on 9/4, why is the payment not being pulled until 10/24? That's almost two months later? Also, where can I see a printed copy of these disclosures?
... View more