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Hughesnet Support Ticket - Cancellation Fee

Hughesnet Support Ticket

Cancellation Fee

Created By: kathereneliles's Picture kathereneliles Last Reply: kathereneliles's Picture kathereneliles
Priority Level: [Emergency] Status: [Open]
Created: 4 years ago Last Updated: 4 years ago
Department: N/A Replies: 0

I called at 8:45 am PST on June 9th to discontinue my service. The reason for disconnection was due to the poor reception with the internet, unable to connect to a web page for several mins, or partial loading or no loading of page. This continued to be the problem from day one. In the first month of use I thought if might be my router and so spent $150 for a router that was recommended on site by Hughesnet . Still unable to connect without iaaue. Before buying the router I spoke with an individual when paying first bill and they suggested getting a new router. When calling again after receiving the new router, they ran tests stating that there were no issues on their side and sent me over to a tech support system that is outside of their company I spent over 2 hours on the phone with this individual and he walked me through setting up the router and troubleshooting issues, we tried both the new router and the previous router and I was told there were no differences in the quality of the router and how it performed. I had service only for a few hours before the issues began again. Unable to call back since I had no mins left on my cell, I only have 300 mins a month. So after so much frustration I called and cancelled my service. I had to continue to explain over and over to the rep why I was cancelling and they still tried to get me to stay. I have spent 3 months to the day with the same issues and with a cost that does not justify the service. They had taken out the payment that morning for the next month and now they still want to charge me a disconnection fee of over $300 when the problem is not mine. I have a new internet company as of today. It is amazing how quickly my system works, pages load immediately and I am now able to stream again, which I could never do with your service. So this is proof that the issues were not on my side but rather on yours and your equipment. So I would like to please have my cancellation fee reversed. A side note, I am retired and on a small SS check and it has already been a hardship to have to start with a new internet provider. Which I realize is not your problem or your concern, you only care about the money even though the service was not good. Another side note, when I ordered my service from Hughesnet I was told that I was on the outer edge of their service area, perhaps this explains all the problems. And lastly the customer service is the worst I have dealt with, oh they are polite, but they do not listen to what you say, they just continue to try to get you to do what they are scripted to say and continue to apologize without really meaning what they say. SAN/SiteID is DSS31944618

Katherene Liles kathereneliles@yahoo.com


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