Glad to hear it, Wally. Thank you for the confirmation. I've passed along your question to the engineers, I'm also concerned about it returning when future e-mail addresses are added/deleted. I'll let you know once I hear anything back.
Your patience and understanding are much appreciated.
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@Cheryld First, it's not "overpriced." It costs what it does because it is the most expensive internet service to provide, per capita. Secondly, a 30GB plan can be enough to "run a household," but what it means to "run a household" may mean something different to different people. Hughesnet is not made for cord cutting. One can stream with Hughesnet, but that doesn't mean one can stream with it like they can with an unlimited service. It is a service that is both expensive and difficult to provide, and it fits a niche market. Hughesnet provides internet service. How that service is used, and how the data included in that service is used, is entirely up to the customer. And, like satellite for internet, there is satellite for TV.
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I appreciate you waiting for my reply. After reviewing your account history and listening to your calls to us, I do understand why the previous agents informed you we would not be waiving the early termination fee.
Not including the call to switch to a paper bill on 11/15/17 and a call detailed below on 8/27, these are the calls we have from you since the service was activated:
5/10 - Called for assistance with a Roku device not working, which was resolved. (10m 39s)
7/6 - Called regarding slow speeds. It was found that the data allowance for the month had been exceeded and the agent provided 2GB of complimentary data. (9m 6s)
7/12 - Called regarding slow speeds. The agent was only able to get through the beginning of triage (testing 3 websites of varying load and was only able to get 1 out of 5 speed tests done). On this call is where the agent saw a read out of bad weather for the zip code of your location. After a request for a manager, the call was put on hold and a few minutes later completely dropped out. (26m 25s)
---8/27 - We received a call to cancel the account from someone other the account holder. The caller was informed the account holder needed to call in to cancel.
11/14 - Called to cancel service. The agent did try to explain that they could not waive the fee because there was not sufficient troubleshooting done (it was not completed or close to being completed on 7/12). They also tried to explain that we would not have an issue with waiving the fee if we were given the chance to complete the troubleshooting and escalation process. (22m 5s)
11/14 - Called back and spoke with a different agent who tried to explain the same thing. (12m 59s)
I would be more than glad to continue the troubleshooting from 7/12 with you here in our community and escalate any issue found to our network engineering group here in our corporate office. If the issue cannot be resolved through our normal troubleshooting and escalation means, we will definitely waive your early termination fee.
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