Forum Discussion

DJ99's avatar
DJ99
Freshman
5 years ago

How do I contact customer service?

Tried to change our plan online because the HughesNet customer service phone number answers with "Your call cannot be completed as dialed. Please check the number and dial again. One Three Nineteen."...
Customer Service
general discussion is not a support area
lacking
  • Liz's avatar
    Liz
    5 years ago

    Hmm, I'm looking at your latest bill and the only charge is for the $27.74; that's the total charge on this bill.

     

    Can you please let me know what you're looking at that shows otherwise?

     

    Please private message me a screenshot of what you're referring to, I'd like to make sure we're on the same page. For your reference, here's how to take a screenshot.

     

    Thanks,

    Liz

     

  • GabeU's avatar
    GabeU
    5 years ago

    DJ99 

     

    Keep in mind that HughesNet uses forward billing.  Each bill is for the month ahead, not the month already used.  In effect, if something is changed a half day into your new cycle the prorated amount would concern the remaining 29.5 days, not the half day already used up until that point.

DJ99's avatar
DJ99
Freshman

I was able to change my plan online. The problem is that I guess I didn't realize that I had do that on the exact day of rollover, not the day before, so it charged me for my old plan + my new plan for last month. I need to contact customer service to point out that mistake.

Still unable to contact customer service. Just get "Your call cannot be completed as dialed. Please check the number and dial again."

Liz's avatar
Liz
Moderator
5 years ago

Hello!

 

Glad to see you were able to change your service plan online! There's no need to wait to change, one can change plans at any time during the billing cycle. If in the middle of a cycle, then prorated charges and credits will apply, which happened in this case.

 

Since you changed plans so close to your billing date, you had a little prorated charge for the new 10 GB plan on top of next month's charge for the 10 GB plan, and you had a little prorated credit for the old 50 GB plan. Then you also have a promotional discount which brings everything down significantly, so that's good!

 

Hope that clears things up. You can view a breakdown of these prorated items in your latest bill by following these steps: http://hninfo.us/viewbill


Then open the bill and click the "Account Charges" link in the bottom left corner.

 

Hope that clears things up!
 

-Liz

 

 

 

  • DJ99's avatar
    DJ99
    Freshman
    5 years ago

    The ONLY charges I see are for the usual amount for our old plan and an additional $27.74 for "Recurring/One Time Charges".  

    It appears that we were charged $27.74 for the half day that we switched plans. 

     

    • Liz's avatar
      Liz
      Moderator
      5 years ago

      Hmm, I'm looking at your latest bill and the only charge is for the $27.74; that's the total charge on this bill.

       

      Can you please let me know what you're looking at that shows otherwise?

       

      Please private message me a screenshot of what you're referring to, I'd like to make sure we're on the same page. For your reference, here's how to take a screenshot.

       

      Thanks,

      Liz

       

    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      5 years ago

      DJ99 

       

      Keep in mind that HughesNet uses forward billing.  Each bill is for the month ahead, not the month already used.  In effect, if something is changed a half day into your new cycle the prorated amount would concern the remaining 29.5 days, not the half day already used up until that point.

      • DJ99's avatar
        DJ99
        Freshman
        5 years ago

        Thank you! I understand. I think our community covid restriction talks have me as stressed out as I've ever been as I knew that about the billing and was just seeing it all wrong. Thanks for hanging in here with me and taking the time to explain.