Forum Discussion

bounceback2p's avatar
bounceback2p
Junior
7 years ago

Credit Cards no longer accepted as online, nor automatic, payment.

For the past 7 years we have used my wife's pay card to pay our bill automatically.  Our card number was stolen and had to replace it and this was due to Hughes Net actually being hacked. We found that out from the people who stole the number when they were arrested in Georgia.  Since we got the new card, it is not accepted as payment for autopay now for some reason. It's the same exact card, same bank, through the same employer only thing that changed is the card number. We don't understand and get no cooperation from the customer service reps when we call. ALSO, still having the same connectivity issues we had and posted on here before. Hughes Net did come in and replace the modem with a new one. Still not doing any good. Still drop the net, still have slow loading and having to do a hard reset at least 3 times a week to even access the net. Don't know what else can be done, but it's still frustrating on all points.

  • Jay's avatar
    Jay
    Moderator
    7 years ago

    Hello bounceback2p,

     

    I'd be happy to take a closer look at your billing issues and see what the issue may be with your preferred payment type. Please send me a private message so I can verify your payment information. 


    After running initial diagnostics, the system seems to be functioning properly and your speeds look great. What specific issues are you currently having with your service? I was reading some of your previous posts to get a sense of those but if you could elaborate a bit more on your current problems, I will be able to better assist you. 

     

    -Jay

     

     

    • bounceback2p's avatar
      bounceback2p
      Junior
      7 years ago

      Jay..

      Thanks for responding. I also run constant speed tests at test my and it does show all is good there and that's why it's so confusing.

      It's the same issues we had before and were only corrected previously for about a month and it all started again. Very slow loading of

      sites, sometimes not at all. The internet completely dropping out at various times requiring a hard reset every time. There are even times

      the transmit and recieve lights go out on our modem and we can do nothing at all and this can last any where from a few minutes to a few

      days. When the HughesNet tech out last time he discovered we had the wrong modem for Gen 5. When we upgraded to Gen 5 in April of

      2017, the idiot installer left us with the old modem for Gen 4. But that's when all our problems started, when we upgraded to Gen 5. Never had

      any of these issues when we had Gen 3 or 4.

      If i can remember how to, I will send you a private message for our billing info.

      • bounceback2p's avatar
        bounceback2p
        Junior
        7 years ago

        Well, we did get an explanation on why our card is no longer accepted for auto pay. It was an explanation but makes no sense since the card was fine for 7 years

        and now all of a sudden isn't. So now we have to call the idiot Customer Service People every month to make our payment AND the horrible internet service we

        have been receiving every since we went to Gen 5 now costs us more every month since we aren't on auto pay anymore. Not going to speculate on why this has

        happened, but have an idea.

         

        As for our service....Our issues did get escalated up to a SUPPOSED Advanced Tech and they did call us. Unfortunately, the so called Tech had no clue and

        all she did was install some updates she said that the engineers were aware of an issue with the service and working on. Then the Tech had us run a couple

        speed tests and it was amazing, but in a bad way. The test showed us in the low 20'sMbps which is fine but she said they were showing 35Mbps on her end.

        I was suspicious at that point and she had me run another speed test. Here's the kicker, I UNPLUGGED the modem and told her I ran the test and gave her

        the same number we got the first time and she said it was showing 36Mbps on her end. Now, I'm no expert but have no clue how she got any speed reading with

        the MODEM OFF. When I brought it up, she didnt say another word about the issue and said I have to wait 30 days to see if the updates do any good. She did

        throw us bone and gave us a 1 month credit on our bill for next month. It's appreciated but doesn't make up for the 226 days we have been without service since January

        1st of this year. So now we have to wait a month, come back on here and get our problem escalated again so they will call us. What a pain this has been since

        we went to Gen 5. Never had this issue with Gen 4.

         

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    7 years ago
    bounceback2p wrote:

    We found that out from the people who stole the number when they were arrested in Georgia.

    NICE!!!  Far too often that doesn't happen.  I've been nailed twice over the years and, as far as I know, they never did figure out who did it either time.  Granted, I let the bank handle it and I didn't alert the authorities.  Both times people got my bank card number and went on shopping sprees.  Luckily, HSBC covered the stolen money.  Had they not I would have been in a world of hurt.  

     

    I'm glad they got the slime in your case.  :)  

    • bounceback2p's avatar
      bounceback2p
      Junior
      7 years ago

      Gabe...

      Yes we were lucky. We contacted the local police here and filed a report with them. After a little investigating on my part and the Police Dept's part, it was discovered

      exactly where the card was used. It was used at a Wal Mart in Georgia. Unfortunately for the people that used the stolen number, they didn't think about the security

      cameras in place there. They were caught on tape using the card and we recognized immediately and were arrested. They are now in jail for it. We did get our money

      back after filing all the necessary paper work.

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        7 years ago
        bounceback2p wrote:

        They were caught on tape using the card and we recognized immediately and were arrested. They are now in jail for it.

        Nothing makes the job of catching the bad guy easier than when they do something monumentally stupid.  :)  

         

        Your success in getting them is a little bit of a victory for all of us who've been affected by the same type of thing.