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kristiesue36's avatar
kristiesue36
New Poster
8 years ago

Upgraded & having acct. issues

Admin-1/3/18 I upgraded to Gen 5. I was told I would receive modem in 4-7 days. I was given the price for 20gb $59.99 plus 9.99 equipment, and that price would be for 6 months, and then it would go up...
GabeU's avatar
GabeU
Distinguished Professor IV
8 years ago
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kristiesue36

 

The reps are very busy as of late, so to make sure that they see your post I will go ahead and tag them.  It can take them a day or two to reply, so please hang in there.     

 

Liz Amanda

 

Edit:  The reps are on M-F from approximately 8AM to 5PM EST, so it's very likely that they will not answer until at least Monday.   Sorry about the delay.  :(

  • kristiesue36's avatar
    kristiesue36
    New Poster
    8 years ago
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    I still haven't received a follow up call like the phone rep promised. Still no gen 5 modem has arrived. It was ordered Jan. 3rd. I know the reps in the community are busy. I understand that.
    • Liz's avatar
      Liz
      Moderator
      8 years ago
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      Hi kristiesue36,

       

      I'm glad you found the community, thank you for posting. We can certainly look into this for you. We'll post back once we have any news or additional questions for you.

       

      Your patience and understanding are much appreciated.

       

      • kristiesue36's avatar
        kristiesue36
        New Poster
        8 years ago
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        Thanks, Liz. I appreciate it! Hopefully you saw my first post sent last Thursday (1/10/18) that explains everything. I would just like everything resolved at once, from finding my new modem with UPS, to being able to use Gen 5, being charged the price I was told the first time for 6 months, and then the next 6 months is supposed to be the same amount that Ive been paying since I first signed up, finding out if it is one year contract as both teps stated, or a two year contract as my plan confirmation from Hughesnet stated. And, then be credited as the second rep said for not being able to use the Gen 5.

        Also, I don't know what the upload speed is supposed to be, but my upload is 0.65 and often gets stuck...where it takes forever, netflix wont stream in standard or high def with full data alotment.

        Thx for your help in resolving this for me.
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issues","id":"message:91882","revisionNum":1,"repliesCount":7,"author":{"__ref":"User:user:7487"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:AccountandBilling"},"conversation":{"__ref":"Conversation:conversation:91882"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:91882"},"body@stripHtml({\"truncateLength\":200})":"Admin-1/3/18 I upgraded to Gen 5. I was told I would receive modem in 4-7 days. I was given the price for 20gb $59.99 plus 9.99 equipment, and that price would be for 6 months, and then it would go up...","body@stringLength":"1696","rawBody":"Admin-1/3/18 I upgraded to Gen 5. I was told I would receive modem in 4-7 days. I was given the price for 20gb $59.99 plus 9.99 equipment, and that price would be for 6 months, and then it would go up $10, for the remaining 6 minths if contract. I was told I couldnt start it on my 1st day of billing cycle but that there were no proration charges, and only a one year contract and after 3 months to call in for the next 3 months of $10 off ea month because he could only do 3 months at a time. I received order conf. email indicating a 2 yr contract and proration charges. On 1/9/18 I called and Sherry couldn't track my modem and had no record of it and offered a follow up. She implied UPS lost it. I told her I needed it resolved and my cell has no reception at home. She said thats all she could do but not to worry that I will be credited from Jan 3 until I receive my modem. I thanked her but my msin concern was my midem and my price. She told me the email conf was wrong and its only one year contract like the guy said. But that there are proration charges and that my bill will be close to $80 the next 6 months and then $90. This was not what I agreed to and was promised. She just said once you get your midem it will be \"squared and you will be happy.\" Please admin resolve my concerns. Also, my test from my router to sattelight says excellent but i cant stream ever in the low standard def and get booted off my wifi a lot and we only email or do facebook. She couldnt troubleshoot because I wasnt at home. But at home I have no reception to call. Sorry this is long. Can you please help me and all my concerns I addressed. Perhaps emailing privately would work better. Thank you.","kudosSumWeight":0,"postTime":"2018-01-11T13:44:51.887-05:00","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":[]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:91882_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":5382},"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":"Admin-1/3/18 I upgraded to Gen 5. I was told I would receive modem in 4-7 days. I was given the price for 20gb $59.99 plus 9.99 equipment, and that price would be for 6 months, and then it would go up $10, for the remaining 6 minths if contract. I was told I couldnt start it on my 1st day of billing cycle but that there were no proration charges, and only a one year contract and after 3 months to call in for the next 3 months of $10 off ea month because he could only do 3 months at a time. I received order conf. email indicating a 2 yr contract and proration charges. On 1/9/18 I called and Sherry couldn't track my modem and had no record of it and offered a follow up. She implied UPS lost it. I told her I needed it resolved and my cell has no reception at home. She said thats all she could do but not to worry that I will be credited from Jan 3 until I receive my modem. I thanked her but my msin concern was my midem and my price. She told me the email conf was wrong and its only one year contract like the guy said. But that there are proration charges and that my bill will be close to $80 the next 6 months and then $90. This was not what I agreed to and was promised. She just said once you get your midem it will be \"squared and you will be happy.\" Please admin resolve my concerns. Also, my test from my router to sattelight says excellent but i cant stream ever in the low standard def and get booted off my wifi a lot and we only email or do facebook. She couldnt troubleshoot because I wasnt at home. But at home I have no reception to call. Sorry this is long. Can you please help me and all my concerns I addressed. Perhaps emailing privately would work better. Thank you."},"Conversation:conversation:91882":{"__typename":"Conversation","id":"conversation:91882","solved":false,"topic":{"__ref":"ForumTopicMessage:message:91882"},"lastPostingActivityTime":"2018-02-02T14:55:50.502-05:00","lastPostTime":"2018-02-02T14:55:50.502-05:00","unreadReplyCount":7,"isSubscribed":false},"ModerationData:moderation_data:91882":{"__typename":"ModerationData","id":"moderation_data:91882","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:91882_1":{"__typename":"Revision","id":"revision:91882_1","lastEditTime":"2018-01-11T13:44:51.887-05:00"},"ForumReplyMessage:message:92017":{"__typename":"ForumReplyMessage","id":"message:92017","conversation":{"__ref":"Conversation:conversation:91882"},"author":{"__ref":"User:user:29869"},"revisionNum":3,"uid":92017,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"subject":"Re: Upgraded & having acct. issues","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:92017"},"parent":{"__ref":"ForumTopicMessage:message:91882"},"body":"

kristiesue36

 

The reps are very busy as of late, so to make sure that they see your post I will go ahead and tag them.  It can take them a day or two to reply, so please hang in there.     

 

Liz Amanda

 

Edit:  The reps are on M-F from approximately 8AM to 5PM EST, so it's very likely that they will not answer until at least Monday.   Sorry about the delay.  :(

","body@stringLength":"1038","rawBody":"

 

The reps are very busy as of late, so to make sure that they see your post I will go ahead and tag them.  It can take them a day or two to reply, so please hang in there.     

 

 

 

Edit:  The reps are on M-F from approximately 8AM to 5PM EST, so it's very likely that they will not answer until at least Monday.   Sorry about the delay.  :(

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Upgraded & having acct. issues","moderationData":{"__ref":"ModerationData:moderation_data:92183"},"body":"I still haven't received a follow up call like the phone rep promised. Still no gen 5 modem has arrived. It was ordered Jan. 3rd. I know the reps in the community are busy. I understand that.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"191","kudosSumWeight":0,"postTime":"2018-01-15T15:55:11.297-05:00","lastPublishTime":"2018-01-15T15:55:11.297-05:00","metrics":{"__typename":"MessageMetrics","views":5345},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:AccountandBilling/message:91882/message:92183","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDkyMTk1LDkyMTk1","node":{"__ref":"ForumReplyMessage:message:92195"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"191","rawBody":"I still haven't received a follow up call like the phone rep promised. Still no gen 5 modem has arrived. It was ordered Jan. 3rd. I know the reps in the community are busy. I understand that.","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:92183_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:92195":{"__typename":"ModerationData","id":"moderation_data:92195","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:92195":{"__typename":"ForumReplyMessage","uid":92195,"id":"message:92195","revisionNum":1,"author":{"__ref":"User:user:16464"},"readOnly":true,"repliesCount":1,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"ForumReplyMessage:message:92183"},"conversation":{"__ref":"Conversation:conversation:91882"},"subject":"Re: Upgraded & having acct. issues","moderationData":{"__ref":"ModerationData:moderation_data:92195"},"body":"

Hi kristiesue36,

\n

 

\n

I'm glad you found the community, thank you for posting. We can certainly look into this for you. We'll post back once we have any news or additional questions for you.

\n

 

\n

Your patience and understanding are much appreciated.

\n

 

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"218","kudosSumWeight":0,"postTime":"2018-01-15T17:32:36.330-05:00","lastPublishTime":"2018-01-15T17:32:36.330-05:00","metrics":{"__typename":"MessageMetrics","views":5337},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:AccountandBilling/message:91882/message:92195","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDM5OjF8aW50LDkyMjM4LDkyMjM4","node":{"__ref":"ForumReplyMessage:message:92238"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"307","rawBody":"

Hi kristiesue36,

\n

 

\n

I'm glad you found the community, thank you for posting. We can certainly look into this for you. We'll post back once we have any news or additional questions for you.

\n

 

\n

Your patience and understanding are much appreciated.

\n

 

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:92195_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:92238":{"__typename":"ModerationData","id":"moderation_data:92238","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:92238":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:7487"},"id":"message:92238","revisionNum":1,"uid":92238,"depth":4,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"ForumReplyMessage:message:92195"},"conversation":{"__ref":"Conversation:conversation:91882"},"subject":"Re: Upgraded & having acct. issues","moderationData":{"__ref":"ModerationData:moderation_data:92238"},"body":"Thanks, Liz. I appreciate it! Hopefully you saw my first post sent last Thursday (1/10/18) that explains everything. I would just like everything resolved at once, from finding my new modem with UPS, to being able to use Gen 5, being charged the price I was told the first time for 6 months, and then the next 6 months is supposed to be the same amount that Ive been paying since I first signed up, finding out if it is one year contract as both teps stated, or a two year contract as my plan confirmation from Hughesnet stated. And, then be credited as the second rep said for not being able to use the Gen 5.

Also, I don't know what the upload speed is supposed to be, but my upload is 0.65 and often gets stuck...where it takes forever, netflix wont stream in standard or high def with full data alotment.

Thx for your help in resolving this for me.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2018-01-16T12:23:52.683-05:00","lastPublishTime":"2018-01-16T12:23:52.683-05:00","metrics":{"__typename":"MessageMetrics","views":5319},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:AccountandBilling/message:91882/message:92238","customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":true,"editFrozen":false,"body@stringLength":"874","rawBody":"Thanks, Liz. I appreciate it! Hopefully you saw my first post sent last Thursday (1/10/18) that explains everything. I would just like everything resolved at once, from finding my new modem with UPS, to being able to use Gen 5, being charged the price I was told the first time for 6 months, and then the next 6 months is supposed to be the same amount that Ive been paying since I first signed up, finding out if it is one year contract as both teps stated, or a two year contract as my plan confirmation from Hughesnet stated. And, then be credited as the second rep said for not being able to use the Gen 5.

Also, I don't know what the upload speed is supposed to be, but my upload is 0.65 and often gets stuck...where it takes forever, netflix wont stream in standard or high def with full data alotment.

Thx for your help in resolving this for me.","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:92238_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":[]}}}},"Revision:revision:92195_1":{"__typename":"Revision","id":"revision:92195_1","lastEditTime":"2018-01-15T17:32:36.330-05:00"},"Revision:revision:92183_1":{"__typename":"Revision","id":"revision:92183_1","lastEditTime":"2018-01-15T15:55:11.297-05:00"},"Revision:revision:92238_1":{"__typename":"Revision","id":"revision:92238_1","lastEditTime":"2018-01-16T12:23:52.683-05:00"}}}},"page":"/forums/ForumMessagePage/ForumMessagePage","query":{"boardId":"AccountandBilling","messageSubject":"upgraded--having-acct-issues","messageId":"91882","replyId":"92017"},"buildId":"q_bLpq2mflH0BeZigxpj6","runtimeConfig":{"buildInformationVisible":false,"logLevelApp":"info","logLevelMetrics":"info","openTelemetryClientEnabled":false,"openTelemetryConfigName":"hughes","openTelemetryServiceVersion":"25.2.0","openTelemetryUniverse":"prod","openTelemetryCollector":"http://localhost:4318","openTelemetryRouteChangeAllowedTime":"5000","apolloDevToolsEnabled":false,"inboxMuteWipFeatureEnabled":false},"isFallback":false,"isExperimentalCompile":false,"dynamicIds":["./components/seo/QAPageSchema/QAPageSchema.tsx","./components/community/Navbar/NavbarWidget.tsx","./components/community/Breadcrumb/BreadcrumbWidget.tsx","./components/customComponent/CustomComponent/CustomComponent.tsx","./components/messages/TopicWithThreadedReplyListWidget/TopicWithThreadedReplyListWidget.tsx","./components/messages/RelatedContentWidget/RelatedContentWidget.tsx","./components/messages/MessageListForNodeByRecentActivityWidget/MessageListForNodeByRecentActivityWidget.tsx","./components/messages/MessageView/MessageViewStandard/MessageViewStandard.tsx","./components/customComponent/CustomComponentContent/TemplateContent.tsx","../shared/client/components/common/List/UnstyledList/UnstyledList.tsx","./components/messages/MessageView/MessageView.tsx","./components/messages/MessageView/MessageViewInline/MessageViewInline.tsx","../shared/client/components/common/List/ListGroup/ListGroup.tsx","../shared/client/components/common/Pager/PagerLoadMore/PagerLoadMore.tsx","./components/customComponent/CustomComponentContent/HtmlContent.tsx","./components/customComponent/CustomComponentContent/CustomComponentScripts.tsx"],"appGip":true,"scriptLoader":[{"id":"mixPanel","src":"https://community.hughesnet.com/t5/s/ssqng67387/pagescripts/1733832053000/mixPanel.js?page.id=ForumReplyPage&entity.id=board%3AAccountandBilling&entity.id=message%3A92017","strategy":"afterInteractive"}]}