Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have now been in contact with Hulu for an issue and I have not received a resolution to my problem. My last call with them was last Friday which today is 8/12025. The issue that I am having is the live subscription TV that I signed up with them for is showing the incorrect time zone I troubleshoot about6 to 7 different methods with the customer service representative with no actual resolution. I was then informed by the representative that I would get credits, there was not much of an explanation on what those credits were for the service not being as it is described or offered. I was also told during that phone call that I would get a call back with some type of resolution and here we are with no resolution.Find it extremely frustrating that I am paying a pretty good amount of money for a service that is not functioning as described. I dont have ability nor to my children to watch the shows that they want to because theyre starting three hours later than theyre supposed to. I live in the and we are getting East Coast showing times I need this fixed or I just want to cancel and get my money back for false advertising.

  Business Response

  Date: 08/17/2025

  Hello *******,
  
  Thank you for writing about the Live Guide showing the incorrect time zone. My name is ********, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustrations you experienced, and I assure you that I am here to address your concerns.
  
  I want to extend my apologies for not receiving a call back and not being given a clear explanation regarding how a credit works towards your account. Anytime a credit is applied towards the account, this is a service credit that extends the billing date of the account. Therefore, a ***** credit would push the due date out 7 days from the original due date. Your viewer experience is of utmost importance to us, and your feedback has been forwarded to our agents manager for training purposes.
  
  With the information you shared, I located the interaction you had with our agent and reviewed the discussion. Time zone issues are usually related to the device, as ********************** cannot set the time by itself; it pulls the time and time zone from the device. You had confirmed during the interaction that the device was set to the correct time zone of Mountain Time, and this was happening on a particular show. This issue may be related to some networks having two different feeds: ********** vs East Coast. Networks such as *** have an East Coast and West Coast feed. Viewers located in the Mountain time zone would get the West Coast feed, which would explain why the program is starting later than expected. For example, if a show starts at 8 PM EST, it would not start at 5 PM MST; it would begin at 8 PM MST due to the West Coast feed.
  
  We have provided a one-month refund to your account for $95.99 for the trouble, which should reflect in 7-10 business days back to your credit card. You will receive an email regarding a refund is on its way. The subscription remains active and is unaffected by the refund.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  Warm regards,
  
  ******** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/31/2025 I attempted to watch live TV on Hulu Live. they failed to provide those services and will not accept responsibility and will not issue refund/ statement credit.

  Business Response

  Date: 08/21/2025

  Hello *****,
  
  Thank you for taking the time to reach out to us regarding the streaming experience with Hulu. My name is ****, and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced with dealing with this concern.
  
  If multiple devices are buffering or cannot stream, we would recommend fully turning them off and then on again before retrying. At present, no reports are indicating that troubleshooting steps have failed to fix this issue. 
  
  A list of recommended troubleshooting steps can be found in our ************ For your convenience, I have located the relevant articles. (************************************************************************* and *****************************************************************************)
  
  Thank you again for your time and feedback, and I hope the information and help site links has addressed your concerns. You can also always reach out by phone at ************ or chat by logging into your account. We are happy to assist with any additional questions or concerns that may arise.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been try for a month now to update my payment information for my Hulu account and their system will not allow me to update it. I have contacted support twice and they have done nothing to resolve the problem. They tell me to contact my credit card company as they think its the credit card company issue when it isnt. Because my card works perfectly with other companies. You are also the only company I have used that refuses to enter my payment information over the phone. This is extremely poor service.

  Business Response

  Date: 08/11/2025

  Hello Theron,
  
  Thank you for writing about being unable to update your payment method for your Hulu account. My name is ********, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustrations you experienced, and I assure you that I am here to address your concerns.
  
  With the information you shared, I located the interactions you had with our agents, and we are sorry for any misinformation provided about an issue with your credit card. At this time, I can confirm that the problem you are experiencing is something our team knows about; however, I have no timeframe to deliver regarding a permanent resolution. I empathize with the impact this has on streaming Hulu. Your viewer experience is of utmost importance to us, and we appreciate your patience and understanding as we do our due diligence to address the behavior once and for all for our customers. Your feedback has been forwarded to our agents managers for training purposes.
  
  We provided a one-month refund of $29.99 for the trouble, which should reflect in 7-10 business days back to your credit card. You will receive an email regarding a refund is on its way. A workaround we have to offer at this time is to cancel the subscription and resubscribe under a different email address. I understand this workaround may not be ideal as the watch history would not carry over for the newly-created account; however, I wanted to propose this option for your consideration.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  Warm regards,
  
  ******** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

  Customer Answer

  Date: 08/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/28/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My service has not been available for two months, I could not log into my account, and my credit card account has been charged every month. Please refund my money. I canceled my subscription because of this issue.

  Business Response

  Date: 08/18/2025

  Hi ******,
  
  Thank you for taking the time to reach out regarding not being able to access your Hulu account, but still being charged for the service. My name is ****, and I am an Escalation Specialist at Hulu. I want to begin by apologizing for any frustration experienced and reassuring you that I am here to fully address and resolve your concerns.
  
  I have reviewed the account, and I was able to process our maximum amount of refunds for a total of $43.24. Please note that this can take up to 7 - 10 business days to return to your form of payment, but rest assured that the refund is on its way. Should you ever wish to resubscribe and encounter login issues in the future, I recommend trying these troubleshooting steps, located in this Hulu *********** article:
  
  *********************************************************************************
  
  Thank you for allowing me the opportunity to address the concerns you have brought to our attention fully. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ****************.  
  
  Best, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 08/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to upgrade my service to include ****** Plus and I can't even get an agent to contact me. I've been chatting online with Khrystoffer Eiralexis E (which seems more likely to be an AI bot from our interactions than a person), and I just get generic responses and am told my number is not valid (it is). This is clearly a deliberate attempt to circumvent giving me service.

  Business Response

  Date: 08/06/2025

  Hi *****,

  Thank you for taking the time to reach out to us regarding your interaction with our support team. My name is ********, and I am an Escalation Specialist with Hulu. I want to begin by apologizing for any frustration experienced, and thank you for the opportunity to assist in resolving this matter.

  After reviewing the recent interaction you had with us, the agent you were chatting with was indeed a person and not an AI bot. There may be times an agent is unsuccessful in completing a callback, as a setting on some phones exists that blocks toll-free numbers and prevents the provision of service. We always strive to get in touch with our viewers whenever possible, and we appreciate your feedback on this matter.

  Viewers who have Hulu through T-Mobile are unable to add add-ons such as ******** ***********************************************************************************. We recommend signing up for ******* at ***********************************************. More information about T-Mobiles Hulu ON US offer may also be found at *****************************************************************************;

  I appreciate the opportunity to assist you, and I hope this information is helpful to you. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week. 
  

  
  Warm regards,

  ******** *.
  Escalation ****************************************** Direct-to-Consumer

• Initial Complaint

  Date:07/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This predatory business offers service through cell phone carriers and then charges the customer. There is never any warning that theyve stopped charging the carrier. I called in to complain about them charging me for a service that I lost access to when I left my carrier. They partially refunded me a few months of charges. This was in December of 2023. In 2024, I had an opportunity to have Hulu covered by my carrier again, and I could get ******* for an additional $2. Thats how they got my most recent credit card. I was unable to access *******, so I called in again in September of 2024. They were not able to get me access, so they partially refunded the charges for services they confirmed I was unable to access. There was a known issue, but they would not fully refund me. I made it clear that I would not continue to pay for ******* without being able to access it. I canceled the add-on on my end as well. They continued to charge me anyway. Today I received a message from my carrier that my Hulu was canceled, because I hadnt finished activating it. Hulu had already charged me for three months without any notification. They are telling me that they can not refund me, as they already processed one 4-month courtesy refund within the year.

  Business Response

  Date: 08/18/2025

  Hello ****,
  
  Thank you for reaching out regarding the issues you experienced during your interaction with Hulu Support. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how frustrating and disappointing this situation must have been, and I truly appreciate your patience while I reviewed your concern in detail.
  
  After carefully reviewing your account history, I confirmed that the subscription created in 2024 was billed even though you were unable to access ******** Once your promotional period through your carrier ended, the account automatically transitioned to the regular monthly rate, and charges continued for three months. To help make this right, we have issued a refund of $38.16, which covers four months of charges associated with this subscription. This is the maximum refund we are able to provide to set the correct expectations. Please keep in mind that any additional billing disputes would need to be submitted directly through your financial institution, and any decision made by them would be at their sole discretion.
  
  I sincerely regret the inconvenience and frustration this situation has caused. Please rest assured that the subscription has now been fully canceled, and no further charges will occur. Additionally, your feedback regarding the challenges with activation, billing, and the cancellation process has been documented and shared with our internal teams so we can continue to improve the experience for our viewers.
  
  We truly value your feedback, as it plays an important role in helping us improve our service and training. If you have any further questions or need additional assistance, please do not hesitate to contact our Viewer Experience team at ************** or via our 24/7 chat support. We are here to help.
  
  Warm regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer

• Initial Complaint

  Date:07/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Hulu and ******** both owned and operated under ***************************, regarding the unacceptable handling of a service bundle I am actively paying for.I am a paying subscriber of the Hulu bundle that includes access to ******** However, despite maintaining an active subscription, my ******* account has been repeatedly disconnected from the bundle, preventing me from accessing content I am entitled to. This issue has persisted for an unreasonable length of time.What is more frustrating is the response I received from ******* customer support. Rather than resolving the technical issue or escalating it to someone who could, I was advised to cancel and re-subscribea solution that risks billing errors, service interruptions, and confusion. This advice is not only unacceptable but dismissive of the inconvenience caused to a loyal customer.I also attempted to seek assistance from Hulus support team, but received no meaningful resolution or escalation path. The lack of integration and cooperation between the services included in the bundle is deeply concerning, especially considering they are marketed as a unified product. If these companies are going to advertise bundled services, they have a responsibility to ensure they remain connected and functional for the duration of the *************** this time, I am requesting:Immediate correction and permanent resolution of my ******* access through the Hulu bundle.A formal explanation of why this issue persists for so many users.Compensation for the time I was unable to access ******* while continuing to pay for it.A commitment from Hulu/******* to improve their customer support and troubleshooting processes.I trust the BBB will assist in holding Hulu and ******* accountable for misleading marketing and failure to deliver on paid services.

  Business Response

  Date: 08/17/2025

  Hello ******,
  
  
  Thank you for writing regarding your bundle subscription and the issues with accessing ******** My name is *******, and I am an Escalation Specialist with ************************* and Hulu Support. I want to apologize for any frustration you may have experienced, and I assure you that I am here to address all of your concerns fully.
  
  I completely understand where you are coming from, and I regret to hear the issues are so intrusive. Being prompted to activate when you have services already activated can be caused for a number of reasons, and is challenging to resolve due to the issue being tied to the account, and your ******* account reading as active on our end. To set the right expectations, I would like to clarify that resolving this matter will require canceling your existing bundle subscription and creating a brand new bundle using an email address never before used with Hulu or ******** Taking into consideration that your subscription is on a promotional discount, I will send you a separate email titled "Hulu Support Follow Up - BBB ********," referencing this case. Within this email, I will provide further details regarding possible concession options tailored specifically for this case.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful to you. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I look forward to hearing from you.
  
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a promotion with Hulu for $0.99 a month for a year which should end on November 27th, 2025 in June of 2025 they began charging me $9.99 a month. They said it was because of a conversion in their system which knocked out everyone's promo. I was not the only one with this issue. I requested a refund for the two months that I was overcharged and only received one refund. I made multiple calls for my second refund and still have not received it. I filed a claim with my bank and got a temporary credit but Hulu still has not credited me any of the money. Second, they still have not resolved the issue of the $9.99. when I log into my account it still shows my rate at $9.99. they are refusing to put back the promotional rate or make any other resolution to the issue. I gave them several choices to fix the issue and they refused all of them. I told them they could credit me for the next 4 months that they would charge me for $9.99 and then it would be awash. I told them they could go back into the system and change my rate back to $0.99 and they refused. They said they didn't have the capabilities to do any of that which I do not believe. They told me. The only thing I can do is to call back every month and request a refund for what I was charged. However, if I'm not receiving the refund that they already owe me, how are they going to give me future refunds. This is why I am filing a complaint. What they are doing sounds to me like a scam and fraud. I do not believe anything that they are saying. I've spent hours on the phone over eight phone calls and I've still received no resolution. I'm hoping I will get a resolution by filing something here.

  Business Response

  Date: 08/18/2025

  Hello ********,
  
  
  Thank you for writing about the Black Friday promotion and your Hulu subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations, and I assure you that I am here to address your concerns.
  
  I located the conversation with our agents with the provided information. I regret to hear how the conversations played out regarding the inconsistency of information about the promotion having been applied to your account. At ********************** support, we strive to provide the highest level of excellent-quality support, and unfortunately, we may have missed the **** this time. Your feedback has reached their direct managers for action.
  
  To clarify on the matter, our records indicate that your Hulu accounts promotion did fall off during the year which is not the desired behavior. To remedy this situation, I have issued a 3-month service credit to your Hulu account, pushing your billing date forward to December 14th, 2025. Your subscription remains active for you to stream, and you can confirm the details of the new billing date from ******************************************************************** from a supported browser.
  
  I appreciate the opportunity to assist you, and I hope this resolution is to your liking. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 08/18/2025

   
  Better Business Bureau:
  
  I have not officially accepted this response yet. My question is to be clear they are giving me an internal credit not to be sent to my bank account but internal so that I will not be charged for the next 3 months. It still does show a charge on my account but it does say a credit will be applied. I need to be clear about how that credit is being applied and clear that it is not being charged to my account. Or if it is is the credit going back to my bank account please let me know specifically how this is going to work.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Hulu, LLC Amount Disputed: $100 Nature of Dispute: Unauthorized recurring billing; inability to cancel service; lack of customer support.Summary of the Issue:I have been charged every month by Hulu since approximately March 2025, despite repeated attempts to cancel my subscription. I estimate the total amount charged without my consent to be around $100.When I log into my Hulu account to manage or cancel the subscription, the website either:Loads a glitching or broken page, or Does not display any option to cancel or update the subscription.I have tried logging in from different browsers and devices with the same result.I emailed Hulu customer support in an attempt to resolve this issue and request cancellation. I received no response and have seen no action taken on my account to correct the situation. Hulu continues to charge my account each month despite this being reported.

  Business Response

  Date: 08/14/2025

  Hello *****, 
  
  
  Thank you for taking the time to reach out to us regarding the charges on your Hulu subscription. My name is *******, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have previously experienced, and I assure you I am here to address all of your concerns.
  
  After locating and reviewing the account, I can confirm that there are two Hulu accounts: your primary ********************** account under the email address you used to contact us, and another subscription being charged to a different email address, which is more than likely a typo. 
  
  The account under *********************** is in an incomplete status, which means the account never finished getting set up. The other account, under the email with the typo in it, was on a pending cancellation; however, I have pushed the cancellation through and refunded a total of $59.94, and it will take up to 7-10 business days to be available in your account.
  
  For a bit of transparency, your subscription will stay active until the account owner cancels it or your account is otherwise canceled. With that said, I hope that this resolution is to your satisfaction.
  
  I hope you find this information helpful, and I appreciate the opportunity to provide you with assistance. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you again for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your day.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 08/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HULU IS TELLING ME I HAVE MOVED BECAUSE MY INTERNET ATT IS AIR NET AND KEEPS FINDING NEW ** ADDRESSES FOR SECURITY, AND I HAVE CALLED HULU 5 TIMES ABOUT THIS AND THEY HAVE NOT FIXED THEIR ISSUE. I HAVE NEVER TRIED LOGGING INTO MY ACCOUNT AWAY FROM MY HOME. THEY NEED TO CORRECT THEIR SERVICES TO STOP BLOCKING MINE, AND OTHER'S ACCESS BECAUSE THEY SIMPLY CANNOT KEEP UP WITH THE ** ADDRESS CHANGES WITH MODERN INTERNET SERVICES

  Business Response

  Date: 08/14/2025

  Hello *****,
  
  
  Thank you for taking the time to reach out regarding your Home network and IP address concerns. My name is *******, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have previously experienced, and I assure you I am here to address all of your concerns.
  
  For full transparency, with Hulu + ******** we do require all of our viewers to have a residential broadband internet network. This requirement is due to the need to use your IP address to confirm your Home location. This home location provides you with the correct local and national networks and helps comply with our contractual agreements with our network partners. While we support AT&T Internet Air customers, as long as you are using a non-mobile network, the drawback is the need to contact support to have your IP address set. The upside to this is that when you run out of location changes due to your IP address constantly changing, you can contact us, and we can reset it to where you get back those 4 location changes instead of waiting the typical 12 months. 
  
  You can find more information about our home requirements by visiting the links below to Hulu Help articles.
  
  Home network guidelines for ******* subscribers
  *****************************************************************************
  
  Home network guidelines for ******* subscribers and see the section What kind of internet connection do I need?
  ********************************************************************************************
  
  Thank you for taking the time to make us aware of this concern and allowing us to assist. The contact number for support is ************** if more immediate assistance is needed. We would gladly assist with any further questions or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23645382
  
  I am rejecting this response because: i should not have to call to have them reset my 4 allowances every week.  Each phone call consumes at least 20 minutes of my time and is an inconvenience.   Please do better so I can continue being a customer!  Maybe you should credit my account everytime I have to  all in to verify i am home.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/03/2025

  Hello *****,
  
  
  Thank you for your response. I appreciate the additional opportunity to provide you with assistance.
  
  I understand it is inconvenient for you to call in every so often to get the number of your location changes reset to four. However, this is not something Hulu would compensate for, as our services are working as intended. Your feedback is greatly appreciated, and I will be sure to get that passed down to the correct team in hopes we can find a way to make streaming better and more convenient for you and other viewers with the same internet.
  
  I appreciate the opportunity to provide you with assistance. Please do not hesitate to let us know if we can help with all other questions or concerns, as the credit and internet inquiries have been fully addressed. You can always reach us at ************** or by chat, and we are happy to assist.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer