Thanks maratsade. I am not sure who can/cannot help - I am just trying to get assistance somewhere since the Customer Service line could not assist. If my complaint is solved through here, I will of course close my complaint with the better business bureau.
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I signed up for Hughesnet in 2017. When I originally signed up for service, I was told by a company representitive that basic internet use (browsing, video streaming on my smart tv, etc.) would be no problem. Since starting with Hughesnet, I have experienced consistent issues - slow streaming, buffering, etc. On rainy days streaming services would not work at all! I could never use services like Amazon Prime streaming or Hulu. I shrugged it off, but finally it got so bad that I called Customer Service. They sent out a technician who pointed the Dish at another satellite, and he said the problem should get better. It did for a short period of time, then back to VERY slow or non-working internet. Because of work, I now NEED to have reliable, dependable internet. Its not just a matter of streaming anymore. I can't trust Hughesnet to work, so I have switch to Shentel. (Which works great, by the way.) When I called to cancel with Hughesnet, I was placed on a long hold, then told I would have to pay a $220 early termination fee, and there was no way the fee could be waived. I think the fee would be fair - IF I was provided with the internet service I was originally promised. In order to cancel the service - I had to "agree" to the fee - otherwise the rep would not cancel my service. So, when I emailed to complain, the email rep said " I understand your motives for the cancellation, when you spoke with the Account Management Team to cancel the account, that was the moment to dispute the cancellation fee. Once this was agreed and cancelled we cannot remove or adjust the fee." Well I spent a long time trying to disput the fee! I was essentially forced into "agreeing" to it. My question is, why am I paying a cancelation fee when Hughesnet did not hold up their end of the agreement? I understand that I agreed to the terms of service - but Hughesnet did not provide the service they said they would.
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