Forum Discussion

TKay

Freshman

7 years ago

Solved

Help please, Amanda or Liz, moderators

service problems

Liz

Moderator

7 years ago

Hi T.Kay,

I see it's your first post here, so welcome to the community! We can certainly take care of this for you. I pulled up your account to investigate and for some reason the Gen 5 order is blocked in the system. I just need to let the billing folks know to fix that. I'll escalate this to them, but keep in mind as it is after regular business hours, they may not get to this until next week. I'll keep an eye on this for you and make sure you're fully on Gen 5.

Your patience and understanding are much appreciated.

TKay
Freshman
7 years ago
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thank you. I will be awaiting your solution. I appreciate your quick response.
TKay
Freshman
7 years ago
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Hi Liz. Just checking in to see how things were moving along with the gen 5 upgrade. Still shows gen 4. Would appreciate hearing from you.
Thank you,
TK
- Liz
  Moderator
  7 years ago
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  Good morning TK,
  
  Thanks for checking in, I pinged our billing folks to make sure my request on your behalf didn't slip through any cracks; they're usually very expeditious. I'll reach out to them again and let you know.
- Liz
  Moderator
  7 years ago
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  Hi TK,
  
  This has been fixed, your Gen 5 plan is in effect. Please let me know if you have any other concerns.
  - TKay
    Freshman
    7 years ago
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    Kudos to you Liz. We are showing Gen5 now and the speed is fast. - Much faster than anything we had previously in Oklahoma. You did everything you promised and in a timely manner. And in all fairness, every rep I dealt with was courteous and gave me the impression they were doing everything they knew to do. Each one said my Gen5 was blocked and tried to start over, going so far as to give me free tokens and credit for the inconvenience. So i feel they were sincerely trying. With your help, it is accomplished. Your company made it right and I couldn't ask for more. Thanks again.

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please, Amanda or Liz, moderators","id":"message:98301","revisionNum":1,"repliesCount":7,"author":{"__ref":"User:user:50214"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:AccountandBilling"},"conversation":{"__ref":"Conversation:conversation:98301"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:98301"},"body@stripHtml({\"truncateLength\":200})":" This is my first time to post. We have been with hughesnet for 2 years in Oklahoma with slow but managable service. Now we've moved to Arkansas and (supposedly) upgraded to Gen5 and had nothing but ...","body@stringLength":"848","rawBody":"

This is my first time to post. We have been with hughesnet for 2 years in Oklahoma with slow but managable service. Now we've moved to Arkansas and (supposedly) upgraded to Gen5 and had nothing but problems getting the upgrade. After 4 lengthly phone conversations, we are still on the slow Gen4 service (actually slower than before) but being charged for Gen5. Each rep says the problem is solved and will show up from 24 to 48 hours and I am still waiting. I have never received the promised callbacks or emails other than the survey. I see I am one of many that has this same problem. That certainly doesnt speak well for the company. If either of you could respond to this, it would be deeply appreciated to think that someone is listening - better yet, fixing the problem.

Thanks,

T. Kay

","kudosSumWeight":0,"postTime":"2018-04-06T11:57:25.718-04:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:service problems","text":"service problems","time":"2018-04-06T11:57:25.718-04:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:98301_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":5175},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"

Thanks,

T. Kay

"},"Conversation:conversation:98301":{"__typename":"Conversation","id":"conversation:98301","solved":true,"topic":{"__ref":"ForumTopicMessage:message:98301"},"lastPostingActivityTime":"2018-04-10T15:58:09.919-04:00","lastPostTime":"2018-04-10T15:58:09.919-04:00","unreadReplyCount":7,"isSubscribed":false},"ModerationData:moderation_data:98301":{"__typename":"ModerationData","id":"moderation_data:98301","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:98301_1":{"__typename":"Revision","id":"revision:98301_1","lastEditTime":"2018-04-06T11:57:25.718-04:00"},"ForumReplyMessage:message:98322":{"__typename":"ForumReplyMessage","id":"message:98322","conversation":{"__ref":"Conversation:conversation:98301"},"author":{"__ref":"User:user:16464"},"revisionNum":1,"uid":98322,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"subject":"Re: Help please, Amanda or Liz, moderators","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:98322"},"parent":{"__ref":"ForumTopicMessage:message:98301"},"body":"

Hi T.Kay,

\n\n

Your patience and understanding are much appreciated.

\n\n

","body@stringLength":"629","rawBody":"

Hi T.Kay,

\n\n

Your patience and understanding are much appreciated.

\n\n

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Accept to continue or {url} it directly on the provider's site.","buttonTitle":"Accept","urlText":"watch"},"localOverride":false},"User:user:16464":{"__typename":"User","id":"user:16464","uid":16464,"login":"Liz","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2014-02-18T03:00:00.000-05:00","confirmEmailStatus":null},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.hughesnet.com/t5/s/ssqng67387/images/dS0xNjQ2NC01NzY0aTFGM0ZBNEE1NTJDMjc1Rjg"},"entityType":"USER","eventPath":"community:ssqng67387/user:16464","rank":{"__ref":"Rank:rank:2"},"messagesCount":11510,"topicsCount":182,"kudosReceivedCount":2529,"kudosGivenCount":2479,"kudosWeight":1,"followersCount":null,"solutionsCount":429},"ForumReplyMessage:message:98495":{"__typename":"ForumReplyMessage","uid":98495,"id":"message:98495","revisionNum":1,"author":{"__ref":"User:user:50214"},"readOnly":true,"repliesCount":4,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"ForumReplyMessage:message:98322"},"conversation":{"__ref":"Conversation:conversation:98301"},"subject":"Re: Help please, Amanda or Liz, moderators","moderationData":{"__ref":"ModerationData:moderation_data:98495"},"body":"

Hi Liz. Just checking in to see how things were moving along with the gen 5 upgrade. Still shows gen 4. Would appreciate hearing from you.

Thank you,

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Hi Liz. Just checking in to see how things were moving along with the gen 5 upgrade. Still shows gen 4. Would appreciate hearing from you.

Thank you,

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:98495_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:98512":{"__typename":"ModerationData","id":"moderation_data:98512","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"AcceptedSolutionMessage:message:98512":{"__typename":"AcceptedSolutionMessage","author":{"__ref":"User:user:16464"},"id":"message:98512","revisionNum":1,"uid":98512,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"ForumReplyMessage:message:98495"},"conversation":{"__ref":"Conversation:conversation:98301"},"subject":"Re: Help please, Amanda or Liz, moderators","moderationData":{"__ref":"ModerationData:moderation_data:98512"},"body":"

Hi TK,

\n\n

This has been fixed, your Gen 5 plan is in effect. Please let me know if you have any other concerns.

\n\n

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Hi TK,

\n\n

This has been fixed, your Gen 5 plan is in effect. Please let me know if you have any other concerns.

\n\n

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Kudos to you Liz. We are showing Gen5 now and the speed is fast. - Much faster than anything we had previously in Oklahoma. You did everything you promised and in a timely manner. And in all fairness, every rep I dealt with was courteous and gave me the impression they were doing everything they knew to do. Each one said my Gen5 was blocked and tried to start over, going so far as to give me free tokens and credit for the inconvenience. So i feel they were sincerely trying. With your help, it is accomplished. Your company made it right and I couldn't ask for more. Thanks again.

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You're very welcome TKay, I'm glad you found the community so we could sort this out for you! Feel free to drop by again if you have any other concerns.

\n\n

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You're very welcome TKay, I'm glad you found the community so we could sort this out for you! Feel free to drop by again if you have any other concerns.

\n\n

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thank you. I will be awaiting your solution. I appreciate your quick response.

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thank you. I will be awaiting your solution. I appreciate your quick response.

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Good morning TK,

\n\n

Thanks for checking in, I pinged our billing folks to make sure my request on your behalf didn't slip through any cracks; they're usually very expeditious. I'll reach out to them again and let you know.

\n\n

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Good morning TK,

\n\n

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