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How to Cancel HughesNet

I just cancelled my internet service with HughesNet.

Because of the horror stories on this forum, I would recommend the following steps to anyone else who wants to cancel:

FIRST. Contact your credit card issuer and notify them that you are revoking your credit card authorization for HughesNet. They cannot actually block a subsequent charge on your account, but with prior notice and with proper documentation, you can dispute an unauthorized charge and refuse to pay it. Notice that this step will not work with debit cards.

SECOND. Make sure that you record all the details of your notice of cancellation. HughesNet will force you to use their telephone system to cancel your account, and this does not give you a record of your notification. Thus it is important to create a parallel written record.

In my case, I sent the following message to HughesNet via their email system:

"
Since it is almost impossible to contact you by telephone, I am using your email system to deliver the following notice:

(1) Please cancel my internet service as of 12:00 midnight on August 16, 2013.

(2) Please send the shipping cartons for your leased equipment to my home address in Virginia.

You are also notified that the authorization to charge my credit card is hereby revoked, effective immediately. I have contacted my credit card company, and they have been alerted to the fact that any subsequent charges by HughesNet to my account, whether accidental or intentional, would be unauthorized.

Should any such charges occur, I will dispute them, and I will not pay them.

Please acknowledge receipt of this notice.
"

I received the following email in response:

"
Thank you for contacting HughesNet Support.

I am sorry that you would like to cancel your HughesNet internet service.

Mr. McCarty, we certainly do not want to lose you as our valued client. We are pleased to find an alternative way to satisfy your needs rather than canceling the service. As a courtesy, I have assigned a callback for you from HughesNet Support to further assist you. Otherwise, for cancellation of account please contact our Account Management Department at 1-866-347-3292 (between 7:00AM-12:00MN ET). I regret that email/chat support is not authorized to process cancelation of accounts due to security reasons. We appreciate your patience on this matter.

I hope this is helpful. Should you have further questions, please let us know. Again, thank you for contacting HughesNet Support.

Your Case ID for this e-mail contact is 37527195.

Have a great day!
"

So, yes, I had to call the dreaded telephone number, 1-866-347-3292, and yes, I was put on hold, but it was early in the morning, and the wait was not that bad.

After the call, I sent a follow-up message back to HughesNet through their email system:

"
This is exactly why I sent you an email with notice of my cancellation. I called your support number immediately, and told your representative to cancel my service at 12:00 midnight on August 16, 2013. Confirmation #37531345. But the person I was talking to said that he was in "Billing" and could not process cancellations. Therefore, he transferred me to Account Management, which put me on hold for at least 10 minutes. Finally, someone answered from Account Management, and eventually processed my cancellation request, #37531528.

If any further charges appear on my credit card for this account, I have this email exchange to prove that they are unauthorized.
"

Or, I should say: I tried to send this follow-up email. Actually, in a final comical flourish, the HughesNet email system crashed, with this error message:

"
Server Error in '/' Application.

Object reference not set to an instance of an object.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.NullReferenceException: Object reference not set to an instance of an object.

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

Stack Trace:

[NullReferenceException: Object reference not set to an instance of an object.]
hughessupport.suth.com.hnSaveData.Page_Load(Object sender, EventArgs e)
System.Web.UI.Control.OnLoad(EventArgs e) +67
System.Web.UI.Control.LoadRecursive() +35
System.Web.UI.Page.ProcessRequestMain() +750

Version Information: Microsoft .NET Framework Version:1.1.4322.2503; ASP.NET Version:1.1.4322.2494
"

Once again, a company that purports to operate in a high-tech industry cannot even manage a simple customer web application!

Incidentally: Why did I choose the date August 16, 2013, at midnight, to cancel my service? Well, my billing cycle starts on the 17th of each month, and I had already scheduled a visit from the installer for , the rival satellite internet provider, on the morning of August 17th.
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  • Hi Thorne, we are sorry to see you go and wish you the best. Suz
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  • That's curious!

    I actually wrote:

    "
    I had already scheduled a visit from the installer for BLANK, the rival satellite internet provider,
    "

    where BLANK was:

    / angle bracket / star / star / star /
    all caps [expletive deleted]
    / star / star / star / angle bracket /

    but the message system deleted it!
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  • 3
    I received the anticipated call from HughesNet "Customer Service" yesterday (just before dinner -- thanks!). Ostensibly doing a survey: "Why did I cancel my internet service? Who will be my new internet provider?"

    I told the agent to read my posts in this forum. Does HughesNet really need to do a telephone survey to figure out why their customers are leaving them in droves?

    I also saw the ad on television recently for HughesNet Gen4, with the quote on "dominating my Fantasy League." Disgusting!
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  • 2
    There have been several recent posts from people trying to cancel their accounts.

    Perhaps these steps will be helpful.
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  • 2
    I was with the competing sat service for about 7 years. When I switched to 3G after a new tower went up (and now 4G!!), I sent an email to them. It was basically "please cancel my service at the end of the current billing period, thanks for the years of service". On the 31st my service was shut off, did not even speak to them, and no arguments back and forth or anything.
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  • 1
    Thanks for the tips. We too are having quite the time canceling our service, the new Gen4 was going to add ten dollars to my bill, along with a new 24 mo contract. So we scheduled an install with Exede, the speeds are faster, and it's ten dollars cheaper. We have tried to contact Hughesnet, 7 times, each time, after explaining who we are, and why we are canceling, they "transfer" us to a representative who can assist us. Each time we are actually transferred to a dial tone. They are actually disconnecting us. Very frustrating thus far
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  • This reply was removed on 2013-10-31.
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  • This reply was removed on 2013-11-01.
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  • 2
    I see that Sara removed a reply to this topic yesterday. Why? Because it disclosed an Executive Account Care telephone number? The previous poster tried SEVEN times to call 866-347-3292 to cancel his service, and he was disconnected each time.

    Doesn't he need Executive Account Care at this point?

    Will this tragedy/comedy never end?
    • The funny thing about the delete is that the executive customer care number is posted elsewhere on the Internet (consumersaffairs.com; ripoffreport.com; dslreports.com).
    • That's funny guys, Rocky asked for a previous case ID, we had a whole page of them from the seven or eight previous phone calls where we tried to cancel, we finally were able to cancel our account, funny thing is, my wife had to lie and tell them that we could no longer afford internet service, and they cancelled for us, of course they offered to reduce our bill by 20 dollars, we wanted to tell them that they couldn't pay us to keep their service. We were hooked up to exede, and absolutely love it so far.
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  • I just cancelled my service with Hughesnet and that call wasnt long and wasnt put on hold but the man kept trying to figure out why i wouldnt let him FIX my slow speeds and out of data problem. I kept telling him that if he couldnt fix it in the last 20 calls he was not going to fix it now. Then he said I had to pay a disconnect fee for breaking the contract. Needless to say I told him to bill me all he wants but I will not pay a fee for breaking the contract because THEY are the ones that did not live up their contract. i also tried to send an email and WOW, error messages after error messages. So I am going to post on here the content of the email so the employees that follow this thread can see what I TRIED to email Hughesnet.

    I have called and cancelled my service, I am sending this email to make sure that you are aware that I will dispute any other charges to my checking account after 1/6/2014.Also I will dispute any early termination fees that will be billed to me as a result of cancelling the service. I have called your technical support over 20 times to figure out why I can get home from work and have no mbs left to work. I have been transfered to a third party that wanted more money. I have been given tokens, I have had my computer checked for viruses, had the updates turned off, removed my wireless router, and even turned my Hughes net modem completely off and it seems that nothing seems to be working. I have tried to stay with Hughesnet but can not run a business from my home with your internet servcie.
    Thank you,
    Kelli
    Case # 39815745
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  • We just canceled our service. The process took not quite 30 minutes. My call was disconnected once early on, but Hughes called me back immediately. That's good customer service, maybe in response to problems others have had earlier.

    Canceling is still not a pleasant experience. Call quality is poor, sometimes difficult to hear, there are periods on hold in silence, and they really don't want to lose customers so there is a sales pitch (maybe made easier because we already had another service installed). Have your SAN/SideID/Account number ready, be prepared to wait, be polite, be patient, and then go have a pleasant experience doing something else.

    We canceled because upgrading with Hughes would have been almost 50% more expensive (after the 3 month trial rate) while we could get faster service from a competitor for what we were already paying Hughes.

    Overall my experience with Hughes Net had been far above average in the realm of telecommunication companies. The software driving my modem and service was robust and well-engineered. Assuming this cancellation actually goes through smoothly, I would definitely be a customer again and recommend them to others.
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  • Holey crap! This all true. I just had a guy come out and attempt to install my service and was unable to do so because of some tech issue with the registration. While he was taking 5 hours to hook the system up I started investigating Hughes Net. Wish I would have done it earlier. He left and said he will call me back when it is up and running to walk me through the steps. After reading the forums I refused to sign anything. Why would I, it ain't working. So I have been trying to call and just cancel everything and send the stuff back. Can't get through they keep cutting me off. Says they are only open Monday through Saturday 9am to 8pm. e.s.t.. Called at four. Where are they?????? I am not signing anything.
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  • 1
    Like I said, I am not signing anything. Going to call the installer back and tell to come and get his stuff forget it. I haven't signed anything so I guess I not liable for anything.
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  • 4
    He is coming back to get his stuff!!!! Glad I didn't sign anything.
    • view 2 more comments
    • How much will it cos me to cancel my Hughes net I've had it for over a year and just can't afford 80-100 bucks a month for literally no internet
    • Dan, I think you would really have to make the "Dreaded Call" has they are reluctant to give hard and fast $$ numbers on the forum.

      As to "80-100 bucks a month for literally no internet", I and a few others have had Hughesnet for so long if "it was going to happen" it would have happened to one of us.
      If you wanted to start a new post with some details maybe me or one of the others could help you find a solution or work-around to help you get the most from what you have ... ?
      Want help ?
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    • view 6 more comments
    • And make certain you cancel any card the monthly bill is being charged on.
    • We gave up after the last repairman told us the vanishing GB's were our "fault"... We called & closed the account, had Frontier DSL connected & it is 5 times than HN on it's best day. We are being charged $235 to "close" the account & best of all, I was told have to"go up on our snowy, icy roof & detach the 'arm' from the dish & mail it back with the modem or pay $500..... I am 70 years old & I have not climbed on any roof for at least 10 years!!!" Are they totally insane? I never paid the bill thru a CC, so I didn't have a problem stopping payment.... I have had HN since it began with DirecWay only able to receive & had to connect to a phone line to transmit.... Had numerous calls to fix this thing & never once got any real help..... We live in the middle of 3 acres of woods, have NO near neighbors to steal our GB's.& have our routers hard wired & with a very complicated pwd.... I will never recommend HN to anyone else without the caveat that they may well have more problems than it is worth!.
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  • 1
    My internet sucks !!!! I just want to cancel what a damn waste of money!!
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  • I’m frustrated
    I totally agree. Hughes net is a joke. I have lost connection completely several times but called them twice and they were able to correct the problem and were fairly friendly. However the speeds are absolutely ridiculous. The day I called to sign up for the service the customer service person told me I would be able to download movies etc. I can't even get a 2 minute video on facebook to download half of the time. I am just fedup and ready to cancel as well.
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  • I recently had HughesNet Gen4 installed on the 13th of this month and the service has NEVER worked as it should from DAY ONE. On the FIRST day I had this service, I spent FIVE HOURS on the phone with customer care only to be told that I needed to talk to "Home tech support" and the only way to talk to them was to pay a monthly fee of $9.99 OR $99.99 for a SINGLE call.. I gave in, contacted home tech support and after 40 minutes, I was told that it was the modem (Hughes Net satellite modem) that was defective, not my computer. I was of course billed the $9.99 for the home tech support that honestly didn't help me one bit..

    At this point, I have contacted one of Hughes Net's competitors to have them come this saturday and install THEIR internet service for me.. I have had the "service" for LESS than 30 days and paid $100 for the installation as well.. Would it be possible for me to COMPLETELY CANCEL my Hughes Net service as a whole and not pay a termination fee?? I am okay with paying the install charge, but NOTHING ELSE.. As a matter of fact, I want to CANCEL the useless home tech support subscription crap too..

    Also noteworthy is the fact that I have spent OVER SIX HOURS on the phone with Hughes Net , INCLUDING 84 minutes JUST THIS EVENING in a futile attempt to make my service perform in the way it SHOULD.. My service is UNACCEPTABLE, and I WANT MY MONEY BACK just as sure as my new internet service is up and running SATURDAY.

    I run a home based business and I average $85 an hour for the services I perform. Thus far, thanks to Hughes Net making me wade thru ENDLESS NONSENSICAL "troubleshooting" , my business has missed out on $85 an hour ($510 total) for the last six hours I have had to wrangle with their tech support.. Should Hughes Net charge me for an early termination fee, etc.. I will dispute the charges with my credit card company..

    What can I do in order to "break it off" with hughes Net and not pay an early termination fee, etc... for services I AM NOT GETTING??

    Thank you!
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  • 2
    I have been absent from this forum for quite a while, and it is sad to come back and see that everything is still the same. Same issues, same empty responses. Only the names have changed (except some of the "old timers" are still here ... )
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  • 1
    I luckily got away from Hugesnet, and it is very sad to see the same issues over and over. I know this fourm is a place for those to post problems, but I would have to guess there are lots of other subscribers out there with horrible service and don't post here, and instead spend their time attempting to get thru to support over the phone, thus the reason why the hold times are so long. Some are promised callbacks that never occur. Probably they are so overwhelmed with trouble calls, there is not enough time in the day to call everyone back
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