DNS lookup error

[bud]

Hi Amanda,

Yes, our physical location is in Gambell. Is the VSAT Support open 24 hours a day? And I just tell them I want to bump down our plan to the $79.99 one? Thanks for your help.

[Amanda]

Hi Bud, yes they should be open 24/7. The beam overlay we have does not look to cover Gambell. With the launch coming closer, I would like to see what plans they have for those still outside these beams and what we're doing to accommodate users such as yourself. To my knowledge, we have 1.4 million customers, approximately 7,000 still on this HN7000 system - but not everyone is located in Alaska. I will let you know.

Also, your plan change has already been put into effect, so you would just need to re-register the modem or call and have them walk you through it like before. Let me know if you need anything further.

Thanks
Amanda

[bud]

Hi Amanda,

I just downgraded my plan with Sherry, call #54740005. She did not go through the re-registration process with me after I had asked to downgrade our service back to the Power 150 plan. I called again and went through the re-registration process with Danbury, call #54741082, after my modems system light didn't turn on. Anyway, it looks like my plan has been downgraded but my download allowance is at 350 MB instead of having extra data like you said.
Also, I have not seen any $199 refund/credit from the previous month and last month on our CC.
I have just learned that Exede is going to launch a satellite that will cover our area and since HughesNet's satellite won't, will your offer to cancel our service with no fees still be on the table later on? Thanks.

Bud

[Amanda]

Hi Bud

Let me double check everything again and see what needs to be done. I'll make sure the refund has been processed over here to the correct card.  And yes, we would absolutely honor cancelling with no fees or issues at any time.

Thanks
Amanda

[Amanda]

Oh gosh.. Well, looks like the agent mis-read my notes. My exact notes were "I found that the pro plus offer is still active and put him on that one since it is 475/mb a day, same speeds as Power 150 and same price (79.99)" 

I believe since Pro Plus was not capitalized the agent may have missed that the Pro Plus was the plan you were supposed to go to. Do you mind if I change it? You will only need to call in to register if you cannot do it on your own already, but do not need to change the plan again as I can do that over here when you give me the go-ahead.

Amanda

[bud]

Hi Amanda,

Yes, please change it to Pro Plus for me. Let me know and I'll call to re-register again.
Refund for 2 months, right? Thanks.

Bud

[Amanda]

Hi Bud

Looking at my first post the refund was for 1 month. I have decommissioned and set the new plan and left a note that they should only re-register and that is it. No other changes.

I am beginning to reach the max credit I can apply to a single account due to business rules (amount paid vs amount credited), but I can get away with a monthly discount, so I can apply a $20/12 months instead if that works for you. Let me know how the re-register goes.

Thanks
Amanda

[bud]

Hi Amanda,

This was from last month, the first of two credit/refunds (I have not seen the latest credit/refund to our CC yet) that we didn't get:

"Hi Bud

I am not sure what happened the other day but I thought I had posted to you... I credited the difference and was preparing to refund once it went through. The issue at this point is we cannot continue to do a price match on a plan that is so expensive, but I had already sent a third followup request on the issue for your DNS problems so I could finally move you back to your old plan. I think I may have to do so anyway, so that if there is still an issue, the engineering dept does it on the right service plan.

Thanks
Amanda"

I have re-registered to update our account after finding the System light off from the modem. It's up and running now. 

We can go with the $20/12 monthly discount if you can't refund our $199.

Last night after the free download period I kept getting a Web Acceleration Status error that kept me from opening some sites. Is there a way to jump start it or turn it off in the HN7000S modem?

Thank you for all your help.

Bud

[Amanda]

Hi Bud

I will take care of this somehow. I'll post the details before 4PM EST here today. I will be out starting this afternoon until Tuesday of next week. Thank you for your patience

Amanda

[Amanda]

Hi Bud


Just to add.. I issued a $199.99 refund in May to a Visa ending in 8422 - that is the one you have not received?


Amanda