13-Year customer: Missing return box & contract dispute Ref. #169540643
I am a 13-year loyal customer who cancelled on 10/19. I was given reference number 169540643. The agent claimed a routine loyalty budget discount locked me into a new contract and told me to throw away my equipment. I explicitly refused and demanded a prepaid return box. It has been 10 days and no box has arrived. I will not be charged a $300 fee for a box your team failed to mail. I need a corporate moderator to review this reference number, confirm my equipment return status, and email me a printable prepaid UPS label immediately. Thank you for your help, JS Reference number 169540643
Lack of service
For whatever reason my Hughesnet service has never been good. Regular browsing is slow- 2-4 mbps. (I have been paying for 100 mbps) I get such low output I have been forced to add another service which I use primarily, almost never using the Hughes net. I'm eleven months in with an unusable service and I have attempted to cancel twice, but both times I was hit with $265 cancellation fees and representatives on hard script. They then conceed with lets look at it and give it 2-3 more months to kick the can down the road. I am exceedingly unhappy and considering going down a road I don't want to in order to get the attention of someone who will help me. How do I get to the person who can and will release me without filing complaints and getting loud?
Return label
Canceled Service - Need Return Box and Shipping Label Issued (Unreturned Equipment Risk. Hi Moderators / Support Team, I canceled my HughesNet service recently, but despite multiple requests, I have not yet received a return box or prepaid UPS shipping label to send back my equipment (modem/power supply/outdoor radio). Since HughesNet has a strict 45-day return window, I want to ensure my equipment is returned promptly so I am not improperly charged unreturned equipment fees. Could a moderator please look into my account, confirm my Return Merchandise Authorization (RMA) status, and manually dispatch a return kit / email me a printable UPS return shipping label? Please let me know if you need me to send my Account Number or SAN via private message to verify my identity.
Disappointed end of service.
HughesNet has been a mixed experience for me — it started out promising, but ultimately fell short due to account changes, service frustrations, and a lack of loyalty recognition. I used HughesNet for four years while living in rural MO, and for the most part, the satellite service was reliable. Their “No Hard Data Cap” plan worked well for my needs. Things took a turn, though, when a service update suddenly required me to create a brand‑new account. It was inconvenient, confusing, and poorly explained. About 10 months later, I decided to cancel. After speaking with multiple representatives, I was told that my four years of previous service didn’t count toward any loyalty benefits or credits. That felt like a broken promise — especially after being a long‑term customer. The service itself was fine, but the lack of accountability and loyalty recognition was disappointing.
I feel cheated/scammed
When we first opted into Hughesnet we were promised up to 100gb of priority and 50gb of download speed. Our download speed was not 59gb. We were promised fast WiFi we can game on and it wasn’t fast. We decide to upgrade it. So now instead of paying 60/month we’re now paying 200/month practically relying on extra tokens. I want to cancel. I don’t want to fork out 400+ for cancellation when I’ve already practically given more than that already to this company. I can send back all of the equipment needed but I refuse to pay a termination fee of 400.00. Especially after feeling so scammed. I don’t recommend.Cancel my account without ETF
I have been writing to you by mail, online chat, phone, and B-- complaint (won't allow me to add the other two B's) since we signed up for your service and we still have gotten nowhere. We sent screenshots of all the downtime and problems we've experienced with our service from day 1. We want out of our contract without penalty and have been patiently requesting this since early last year. We were lied to about the service tier we purchased and what it included versus the lower priced package. We have not received what the higher price package promised, and we have provided evidence of this numerous times. The representatives tell us what to do to fix the issues and we have tried each one. The representative we have been in contact with on the B-- complaint keeps saying there is no record of any of our correspondence by phone, chat, or otherwise. He also said that our dish showed as misaligned and kept wanting to send someone all the way out here. It seemed ridiculous to me because that would cost the company more than just letting us out of our contract which was never honored by your company from day one. I finally said sure, I will schedule them to come out but if that didn't fix our issues than we need to start arbitration. So, I contacted the online chat to schedule. The first one just "hung up" on me and the second one was very rude saying our dish was perfectly aligned so we could not schedule a representative to come out. She then "hung up" on me and they called my boyfriend who is named on the account. The rep he talked to ALSO said our dish was perfectly aligned and his "fix" (they all seem to have one) was that we need to turn the modem off every 24 to 48 hours and should have been doing that the whole time. Nobody ever told us this of course. So, again, we tried their "fix" and put the modem onto a timer to go off every night. Same problems. No fix. We have had to pay for Frontier internet this entire time we have had HughesNet so that every time the HughesNet goes out we can switch back to the Frontier. Keep in mind, our Frontier internet only provides 6MB service, yet it often works better than our HughesNet which usually provides 180MB or so. We've explained from the get-go that we spoke at length to the woman on the phone when we signed up about what would happen in rain and snow. She insisted it may slow down a bit but not to where we would notice. We laughed because we were like "yeah, even if it slowed by 50 - 75% speed it would STILL be faster than our Frontier's 6MB service!" She never said no, it would absolutely shut down completely in wind, snow, rain, and have latency so bad you can't do a Zoom meeting or play simple phone app games even when the weather is great. We bought the higher tier package because it said we could stream HD, do Zoom meetings on higher quality video, play streamed games, etc versus the lower priced tier that said we couldn't do those things. We did our due diligence before signing up to be sure of good internet regardless of weather. If our internet service was good from HughesNet and we were just people trying to renege on our contract for no good reason, we certainly wouldn't be paying our bill month after month patiently waiting for a resolution AND paying for Frontier 6MB internet the ENTIRE time and still paying for it to this day. Name one good reason we would still be paying for our Frontier 6MB internet these 13 months if our HughesNet was reliable?? I've already read the contract, and know we have the right to be granted out of our contract with no ETFs due to deception and broken promises on your end. We've done everything on our end. How do we get out?? We've tried online chat, phone, postal mail, B-- complaint, and here. I read here on your forum that it is up to your reps on this forum as to whether or not you "believe" what we are saying. Does this mean you are independent parties? Thank you
