Forum Discussion
EBB not being applied
Liz,
Your information is not correct.
I called on 6/17 and Hughes Net said they were not set up for EBB yet and to call back in one month.
Called 7/13 @ 3:46 on the phone for 8 minutes to be told they needed to talk to my husband
Husband called 7/14 @ 1:41 on the phone for 9 minutes and was told there was an error and to call back
Called 7/14 @ 5:52 on the phone for 24 minutes and was told there was an error and she (Aubrey was going to call EBB to verify our validation) and call back. She NEVER called back.
Called 7/17 @ 11:32 on the phone for 72 minutes with 42 of those minutes being put on hold. We hung up after being on hole that lone as rep never did come back on the line.
We have been very cooperative. Patience has run out and frustrated to no end.
Hi rjk,
Thanks for waiting while your case was investigated. The call review seems to indicate that the name and phone number on the EBB form doesn't match with what's on file in our system; any disrepancy will pop up an error. We recommend checking and confirming with EBB if you can update the info on your form since you've already been granted eligibility.
I know this process turned out a lot more complicated than expected, I'm sorry about that, I would be frustrated too. If you can update the form or redo it if EBB allows it, then the EBB should be able to process. Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns.
I'm also letting management know of this situation, as I'm sure this isn't an uncommon occurrence, putting another name on the form that might not exactly match up with what's on the HughesNet account.
Thanks,
Liz
