You must also go back into Purchase Tokens and Use the ones available.
Hi JRHill02,
I see it's your first post here, so welcome to the community! That's a great catch, thank you for sharing your findings here! It may be useful for other Google Drive users who also may be in the same boat. I sent you a token so you can continue your observations on usage.
While I was looking at your account, I noticed that the radio on your dish should be replaced. I've created a complimentary dispatch to get that addressed so your system is performing optimally.
Your dispatch is currently scheduled for our earliest available slot: Wednesday, Jun 27, 2018 between 02:00 PM-05:00 PM . Call us at 866.347.3292 and reference case #113280937 if you need to reschedule. Please let us know how the site visit goes.
Just added the token. Seems I had other unused ones that I didn't know about (thx for the tip birddog).
I have to add this: I have avoided calling HN Cust Serv like it would be the plague. I was a phone rep for many, many years and one thing I can't stand is someone on the other end, regardless of their location, who knows basically nothing except what's on a script. I try to be understanding but one can also understand my patience wears thin quickly. But now I have discovered another venue that gets me to knowledgable AND helpful folks - and much easier than on the phone from an off-grid location with 1x phone data, 2 bars of signal and no roads or services (yes, thats what ultimately happens to retired phone reps).
So thanks to all of you who cover this duty - probably while you're doing "other duties as assigned", or this would be that (wink). I'll update this thread with findings later.
Thank you, Liz, that was very kind. The time slot works just fine. Hopefully the tech will call 1st since we're off grid and will need instructions/directions.
I've not done tokens before. Nothing shows up in the Control Center or Usage Monitor so I don't know how to take advantage of the gift....
Best, JRH
Regarding the token Liz sent, if you look on the HughesNet Usage Meter or look at the Usage section of the MyAccount page, you should see token data available. On the Usage Meter you should see it on the "Token Bytes Available" line, and on the Usage page of the MyAccount site you should see it under "Data Tokens Available".
The red box is where you'll see your available Token Data. This is my Usage Meter...
Being that you are out of Anytime/Service Plan data, your service will automatically draw from any available Token Data that you have, which in this case would be the Token data that Liz gave you.
You must also go back into Purchase Tokens and Use the ones available.
Hi Liz, I have not heard from anyone by the evening before the scheduled service call you set up. Here is the chat thread - just FYI:
i am to receive a service call tomorrow but have not been notified: case #113280937.Please verfify.
8:16 PM
Please wait while we are looking for an available representative...
8:16 PM
Representative found. Connecting...
Thank you for contacting HughesNet Support. This is Ellen Hale. I appreciate the opportunity to assist you today.
8:17 PM
Let me go ahead and check that here for you Jim.
8:17 PM
hello ellen
8:17 PM
Hi Jim. I'm pulling up your account real quick.
8:18 PM
TY
8:18 PM
if I may ask, you have an idea what time is your service call tomorrow?
8:20 PM
"While I was looking at your account, I noticed that the radio on your dish should be replaced. I've created a complimentary dispatch to get that addressed so your system is performing optimally. Your dispatch is currently scheduled for our earliest available slot: Wednesday, Jun 27, 2018 between 02:00 PM-05:00 PM . Call us at 866.347.3292 and reference case #113280937 if you need to reschedule. Please let us know how the site visit goes. Thanks, Liz'
8:21 PM
Yes Jim?
8:22 PM
'Wednesday, Jun 27, 2018 between 02:00 PM-05:00 PM '
8:22 PM
Ellen, are you still available?
8:25 PM
We have not heard from you for some time. Please respond within the next few minutes to prevent your chat session from expiring.
8:28 PM
I want to verify if you have read my previous message so I could re-send it to you if you were not able to receive it?
8:28 PM
Can you confirm the arrival time,plz?
8:28 PM
That is not showing yet Jim. If you want, you have the option to contact them directly, we can give you their direct number.
8:29 PM
Why do I have to contact someone? I called HughesNet. Can you not solve this internally?
8:31 PM
Ellen,are you there?
Yes I'm here Jim, have you received my message?
8:34 PM
Yes, I called upon you. Please resolve the appointment time.
8:36
Jim, as much as I want to. All we can do here is to set up and appointment or cancel an appointment. We don't have the time when technician will come. If I will give you, I'm lying then.
For you to get that specific information, we advise contacting them directly.
8:37 PM
I don't understand who "them" would be... I contacted HughesNet about HughesNet service. Please explain.
8:39 PM
?
8:41 PM
And would there be anything else I can help you with for today?
I have a hard time believing I was talking to a human. anyway, Liz, the replacement of the radio is currently unresolved. Sigh.
All of us Hughesnet techs are sub contractors. All HNS can do is set up the appointment.. For me.. I always call the day before. and give the 3 hour window. Then keep the customer informed if for any reason I am running late.. I also call when I'm about 30 minutes out..
Good morning JRHill02,
Thanks for letting me know. Our techs should be reaching out before the scheduled appointment to confirm. I've contacted our installs department that oversees our tech dealers because interestingly, your assigned local dealer is Dish Network, and I don't even have a contact for specific technician. I'll let you know once I have any news to share. I hope the visit goes well, regardless.
Hi JRHill02,
Just got word back, your site is next in route for the tech. They're showing a 12:30-1:30pm your local time for arrival.
