Direcway from DirecTV - satellite Internet access - experienced slow connection speeds - e-mail service sometimes didn't work - told would have to pay $ 300 cancellation charge to cancel service

Complaints.com received the following on March 27, 2003:

From: Nicki [Email User]

RE: Direcway from DirecTV - satellite Internet access - experienced slow connection speeds - e-mail service sometimes didn't work - told would have to pay $ 300 cancellation charge to cancel service

Hello,

I decided to get the Direcway 2 way service in December of 2002. After the system was installed it worked for maybe 2 days pretty great. After that my speeds went below a 56k modem down and 8 k up. My email service was very sporadic in that sometimes I was able to receive email and sometimes not. Browsing was hit and miss. Sometimes I could browse to a site and sometimes I couldn't.

I went through Direcway's online help with no improvement. I sent email to support without any help except the same thing that I received from the automated support system. I called Support but was on-hold forever.

I finally called to cancel my service and return my equipment on 2/14/03. The guy that I talked to in the cancellation department was very nice. He said that they would waive the $300.00 cancellation charge and that I could mail the equipment back. But, before I cancel, he wanted to put me in touch with the engineering department to see if there was any way they could help. He said that he wanted to give me a month free to get the problem worked out and if I couldn't get it worked out, then they would cancel.

I tried to call the number I was given, but was on-hold for over 30 minutes. I sent email to explain what I had been told and it started the whole process over again. At this point, I decided I did not want to have Direcway anymore. When I called again to cancel, 3/26/03, I was told that I would have to pay the $300.00 cancellation charge and that they would not take my equipment back.

After explaining what I was told the last time I tried to cancel, they told me that the cancellation period ended on 2/18/03. I tried to work it out with the person on the phone but did not have success. When I asked for the manager, I was given a fax number and told I would have to fax the complaint. I asked for a name, but was told they are not allowed to give that information.

Nicki