Forum Discussion

pferron's avatar
pferron
Sophomore
6 years ago

Update to "This site can't be reached--after HughesNet modem replacement"

This refers to a thread marked Solved.     The problem actually was NOT fixed by rebooting all of the equipment.    In the first reboot, to simplify things I did NOT restart a wireless D-Link mod...
  • Amanda's avatar
    Amanda
    6 years ago

    Hello pferron,

     

    Thank you for the followup, it is unfortunate about the router. Perhaps it can be used as a repeater later on. Regarding the return of the HT1100, you are correct it does not need to be returned. It is possible our agents are looking at an old guide, so I'll check out the case notes and find out what they were referencing so it can be updated. 

     

    -Amanda

Amanda's avatar
Amanda
Moderator
6 years ago

pferron,

 

I can't seem to locate recent notes from a customer service rep. Are you receiving the return notification through email? 

 

-Amanda

  • pferron's avatar
    pferron
    Sophomore
    6 years ago

    Yes I received the return demand via email.   Here is the text:

     

    From: hnscrm@hns.com [mailto:hnscrm@hns.com]
    Sent: Wednesday, June 19, 2019 11:02 PM
    To: redacted
    Subject: Notification Id :REMOT: RMA 20 DAY HUGHES : RMA equipment not received - 20 days

     

    Dear redacted,

    We hope your experience installing the replacement HughesNet modem went smoothly. We want to let you know that we have not yet received your faulty modem at the repair center. We shipped your replacement unit to your address on file on May 31,2019.

    Please be advised: Hughes will charge your account an unreturned equipment fee if we do not receive the faulty modem in the next 20 days. If billed, this 125.00 USD fee will be collected in addition to your monthly service charge via your standard payment method (your credit/debit card on file or via invoice).

    Already shipped it? Thanks!  You can monitor the status of the receipt of your shipment through the website rmastatus.hughesnet.com. This web site requires your RMA Request ID 121106387  for security purposes. Please note this number for your records. Please allow up to five business days to process your return.

    Haven't shipped it yet?  If you haven't returned the faulty modem yet, please ship it to the address below. We encourage you to obtain and retain a tracking number when shipping your modem back to us. Please allow up to five business days to process your return.

    Hughes Network Systems, LLC
    RMA Number : 303275482
    16060 Industrial Drive
    Gaithersburg, MD 20877

    Sincerely,
    Hughes Customer Service.

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

      pferron 

       

      This is only concerning your most recent reply, but you should edit your email address out of it.  Keep in mind that, though proprietary, this site is viewable by the general public, and the general public having your email address can range from being annoying to being a security risk.  

       

      To edit a post, click on the three dots to the upper right of the message body of the post and click "Edit reply".  

      • pferron's avatar
        pferron
        Sophomore
        6 years ago

        Whoops, and thanks.

    • Amanda's avatar
      Amanda
      Moderator
      6 years ago

      Hi pferron, 

       

      Thank you for providing the email you received, this is helpful. I am not sure why you got it and will follow up with our billing team to double check the automated rules are correct. I can confirm that the RMA is indeed completely closed out and there will be no charges for unreturned equipment.

       

      Thanks,

      Amanda