Forum Discussion

joep1016's avatar
joep1016
New Poster
8 years ago

Why is my bill going up every month?

Have been a hughes net customer since October 2016.  I have had lots of issues and lots of frustration getting them resolved.  some issues I just gave up on till now.  in the last 3 months my bill has gone from 129 to 142 to 153.  I know i'm not using hardly any of my data.  so why is the bill going up.  I have tried many times to update my settings like address and phone but the system says i'm not authorized to change them.  I have tried many times to view my current or past bills and get an error message every time.  the error message says to call customer support  if the problem persists.  I did that and was on hold for 31 min and got hung up on.  I just got into this community system and read of the horrers that are hughes net.  snd that is why i am starting this.  I wold like for someone to contact me either here or on the phone to get these issues fixed.  based on what i have read in these boards I'm sure it will take months.   

Billing
  • Liz's avatar
    Liz
    8 years ago

    Hi joep1016,

     

    I'm unable to make changes to your account since you're a business (SME) subscriber. With your initial concern, I sent it over to our Enterprise department to address. For immediate tech support for business customers, please call 1-800-347-3272 so we can get you back online.

     

     

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    8 years ago

    Not sure what exactly you have read, but the response on these boards is very quick, provided the issue has a quick solution.  Delays may be caused with the time it takes to investigate a problem and find or develop a solution; sometimes it takes a while. Being patient might be to your advantage, if only to preserve your health. Getting angry and impatient will not make things go faster.

     

    Hopefully someone from Hughes will be able to address your issues in the morning.

  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Good morning joep1016,

     

    Welcome to the community and thank you for posting. I'm sorry to hear of your frustrations, we can certainly assist you. I've located your account so we can investigate further. I'll post back once we have news.

     

    Your patience and understanding are much appreciated while we work to address your concerns.

     

  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Hi joep1016,

     

    Thank you for your patience. We found the items that caused these price increases:

     

    • The first increase from $129 to $142 was the addition of the Express Repair Premium fee $11.95 (and additional state and county equipment maintenance taxes)
    • The second increase from $142 to $153 was due to your HughesNet Voice service promotion ending. You had a $10 discount for your Voice service for the past three months which just ended.

    HughesNet does not charge overage fees if you exceed your monthly data allowance. You'll only be charged more if you choose to purchase data tokens if you do exceed your allowance.

     

    What error are you seeing when you try to view your bill online?

     

     

    • joep1016's avatar
      joep1016
      New Poster
      8 years ago

      I didn't ask for express repair.  why am I paying for something i didn't ask for?

       

      The error just says "Error please try again in a few min.  if the problem persists please call customer support".  thats what got me so frusterated the other day.  I called them and after being on hold for 31 min i got disconnected.  never talked to anyone.  I just tried again and got the same thing.  

      • joep1016's avatar
        joep1016
        New Poster
        8 years ago
         
         
        Here is a cut and paste of what I get when I try to look at my bill.  
         
        Invoice Detail 
        "Please wait a minute and try again. If this error persists, please contact Customer Care at 1-866-347-3292."
         
         
    • joep1016's avatar
      joep1016
      New Poster
      8 years ago

      just checked the my services tab and it is only showing phone service.  no internet and no express repair.  I was looking to see where I go to cancel the express repair.  nothing there.  

      • joep1016's avatar
        joep1016
        New Poster
        8 years ago

        and when I go to shop/upgrade Optional services I get this:

        ERROR: Oops, we were not able to authenticate you. Please call customer service and verify your account's Active status.

    • Liz's avatar
      Liz
      Moderator
      8 years ago

       

      Hi joep1016,

       

      Thank you, this info helps. Let me look into removing that Express Repair service and that error you're seeing. I'll post back once I have any updates to share.

       

      Your patience and understanding are much appreciated.

       

      • joep1016's avatar
        joep1016
        New Poster
        8 years ago

        Thanks for your help liz.  

        But now I have another problem.  No internet or phone at all.   there was a small storm that popped up earlier.  nothing big, just a little wind and some light rain.  It was working this AM but when I tried to get in about 2 hours ago there was nothing.  I unplugged the modem and re connected to restart it.  all the lights came on except the system light and the transmit light.  I have had much bigger storms here and not had this problem.   I am hot spotting my phone to send you this message.