About Damian

Lora,   I have finished investigating this issue. Please private message me so that I can update you on my findings.    -Damian  ... View more

Hello Star,   Thank you for reaching out to us. Currently, it appears some customers are experiencing a similar issue when attempting to make payments online while logged in. It is currently being worked on by our engineering team and should be resolved within the next few weeks or less. In the meantime, I recommend logging out of your account then clicking on the "Pay now" option at the top of the support center home page. This will bring you to a page where you will have to type in your account information. If this doesn't work, you can make a one-time payment over the phone by calling 866-347-3292.   In regards to your service, I apologize for the experience you are having. It appears your equipment is fully operational and receiving adequate speeds currently. It seems the Roku device you have connected uses the most data on average. While you may not be using your devices often, they do pull large amounts of data over time when in use. I recommend taking advantage of your Bonus Zone from 2 AM to 8 AM. You do not need to be awake for this, but it is recommended to schedule any downloads or updates for this period of time since you normally have most of this data remaining each month.      -Damian  ... View more

Hello Lora,   Thank you for reaching out to us. I have edited out the personal number in your post due to privacy concerns. In regards to the sales call, I will review this to confirm whether or not accurate information was given. Please allow up to a full business week for this investigation to be completed. I will update you as soon as possible. Also, your account does appear to be on the automatic payment option. This information is saved when making your initial payment, which is supported in our Terms And Conditions. This can be removed and changed at any time, to avoid having your monthly payment collected from the card. Let me know if you would like to have your payment method switched to invoice, as this would remove your card information from the account and send you out a paper bill every month instead.   -Damian  ... View more

Leah,   We're closing this thread to minimize the amount of additional, unrelated posts that are being submitted here. I will continue to assist your through private messages.     -Damian  ... View more

Nolberto,   I have finished reviewing the call. Please check your private messages for details regarding this.      -Damian   ... View more

Hello @stargate7,     Thank you for reaching out to us. This was picked up by our engineers and they report that it was resolved the same day we received your post here. Are you able to try again?     -Damian  ... View more

Michael,   You and @maratsade are correct in the fact that this is indeed how our billing works regarding the expiration date. I do apologize for any inconvenience this may have caused and I am glad this was able to be resolved. Please message us anytime if you ever have any further questions or concerns.        @GabeU   That GIF is great! Lol 😃     -Damian      ... View more

Hello Tonya,   Thank you for contacting us. I am sorry to hear you have gone through this. In order to cancel the account immediately, you will need to call into our support line at 866-347-3292. The agent will be able to make the decision on what to do regarding your Early Termination Fees. There is no address to send a cancellation request to. The same department will also be able to notate your complaints and give advice on where you can submit a formal complaint if needed. Once you cancel your account, the information regarding your return box will be relayed to you. The dish itself does not need to be sent back, as we only require the radio transmitter to be returned along with your modem and power supply. Our technicians are not required to remove the dish from your roof or property after you cancel. Having a technician come out to take the dish down is an option, however, it will cost the normal fee for a dispatch. Enlisting the help of family, friends, or even a third-party service, are recommended and all perfectly acceptable in that situation.   In regards to you stating we have broken the contract by not providing you any service, this is not the case as I have run diagnostics on your account and see your internet is currently up and running with two devices pulling data. Once you speak with our cancellation department, they will be able to assist you and provide compensation if available.    -Damian  ... View more

Leah,   We would be more than happy to waive half. What was said in the rest of the message was, as long as all of the equipment is returned once you receive your return box and send it back, you will not be charged any additional fees associated with cancellation. For any additional payments you may need to make regarding your normal bill per month, that will need to be discussed with our cancellation department. You can contact us at 866-347-3292 for more information regarding cancellation. A case has been created for you notating that once you call in to cancel, the credit will be applied to the account to cover half of the ETF fee. I will message you your case number so that you can relay this to the agent you speak with, for confirmation.     -Damian  ... View more

Hello Alan,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian  ... View more

Hello Nolberto,   Welcome to the community and thank you for posting. I apologize you feel you were misled during your conversation with the sales team. I reviewed your account and see in one of your previous cases, you mentioned that you mainly signed up to play games such as Madden and basketball games online. It looks like you were educated about the compatibility of games like that on the phone call. I will review the sales call and confirm whether or not this was inquired about and explained. Please allow up to a full business week for an investigation to be completed. I will let you know as soon as this is complete. If I do find this information was not discussed, we can explore options regarding your termination fee.       -Damian  ... View more

Hello Michael,   Thank you for contacting us. I apologize you are still receiving this pop-up message. After reviewing your account, you are indeed correct. Your balance has been paid in full and the credit card information on file has been updated recently. I recommend unplugging your modem directly from the power brick or wall outlet for 30 seconds and plugging it back in. Please allow up to 2 minutes for things to fully power back on. Sometimes, this pop-up message can linger after a period of not being able to collect the payment, but it should be gone before your next bill generates on the 12th.      -Damian  ... View more

Hello Leah,   Thank you for reaching out to us. I apologize you are going through this issue. Your current payment method is on the invoice option so your card will not be charged, as it is no longer associated with your account.    Regarding your termination fee, the best I can do for you is waive half of this. It appears the issues you are experiencing are directly related to receiving reduced speeds from running out of data. Since there are no equipment issues, waiving the entire termination fee is not possible. I will private message you the amount you will need to pay after half of the fee is waived, should you decide to cancel.    -Damian ... View more

Leanne,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian ... View more

Cody,   We're closing this thread since we never got a reply or private message from you. If you still have concerns, please start a new thread so we can help.   -Damian  ... View more

Don,   We're closing this thread since we never got a reply from you. I wanted to let you know that as of 2/14/2019, the entire UEF has been waived, and the account is now paid for. If you still have concerns, please start a new thread or send us private message regarding any questions you may have.    -Damian  ... View more

Hello Cody,   Thank you for contacting us. I am sorry you are not satisfied with the service. Since you have been given orders to move, please private message me a copy of the letter supporting this relocation. I will then attach it to your account so that when you call the number maratsade posted, they will be able to confirm this and waive fees accordingly.    -Damian ... View more

Tim,    I am happy to help. Please message us any time if you have any further questions.    -Damian  ... View more

Hello Tim,   Thank you for contacting us again. I am sorry you are not able to benefit from consumer protections. I understand you were not aware of your current landlord's stipulations, so the best I can do is reduce your ETF fee by half. I will message you exact numbers as to what you will need to pay after the fee is reduced. Please let me know if you have any questions, and I hope this helps.    -Damian  ... View more

Mike,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian  ... View more

Cynthia,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian ... View more

Hello Don,   Thank you for reaching out to us. I am sorry you have had this experience. After reviewing your account, I see a return box was originally generated for your previous service address by mistake. In light of this, all unreturned equipment fees will be waived in 24 hours, and you will no longer need to send any equipment back or pay the fees associated. If you do still receive a box after this, please dispose of it, as this was generated before you posted here. Thank you for your patience and understanding while dealing with this issue. Let me know if you have any questions going forward.    -Damian ... View more

Richard,   I am glad to hear that. Please message us any time if you have any further questions.   -Damian  ... View more

Cynthia,   After an investigation, I see that you were upgraded to the correct plan as of today, and have been given a discount for a full year for the misunderstanding. I apologize for any inconvenience this may have caused you and I am glad we were able to make things right. If you have any other questions at all, please feel free to reach out.      -Damian    ... View more

Hello Mike,   Thank you for contacting us. I am sorry to hear this. I see you were originally a Dish Network customer, and you upgraded to a business account by the suggestions of a Dish representative. In order to get the best support for your situation, I recommend calling 1-888-666-1465 to inquire about a solution.    -Damian  ... View more