DNS lookup error

[bud]

I would appreciate a response to my above query, Amanda.

[Amanda]

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

[Amanda]

Hi Bud

I did check with a couple of different people and those updates were performed back in February. Unfortunately this is the extent of what we can do at this point with the equipment you have. I have, however, been authorized to allow you to cancel service with no fees.

Thank you
Amanda

[bud]

Hi Amanda,

Sorry for the late reply. I've been out of town for a while.
I would take your offer to cancel service if we had another ISP option but, unfortunately, we don't. So I guess you're stuck with us until something better comes along.
So far I haven't seen a credit or refund to our CC and we have been charged for $199 again.
I thought about keeping this 250 plan so I tried downloading a 421MB file at about 12:30 AM last night. I started late because the free download period from 10 PM - 3 AM starts off real slow and slowly picks up speed. By the time 3 AM came around only 42 MB had downloaded with 4 or 5 timeouts, meaning the download stopped and I had to restart it. I ended up using our daily bandwidth which ran out and I had to use up a token to finish the download. BTW It took about 8 tries to refresh our download allowance where the file downloaded within an hour, finally.
Anyway, I don't think paying $120 more is worth it for the same amount of errors with no difference in speeds during the free download period. So please bump our account down to the previous plan. 
Thank you.

Bud

[bud]

Hello. Are you still with me, Amanda?

[Amanda]

Hi Bud

I didn't realize you replied - some posts are not sending me e-mail updates for some reason. We'll have to rewind to the way we did it before.. you let me know when you're on and I will downgrade the plan. I'll also go back and provide you a refund for a month of the $199 service since we are unable to resolve this. I do hope that with the launch of our new satellite there is coverage for your location. because I do understand there are not many providers up there.

Amanda

[bud]

Thanks for getting back to me, Amanda. We're on pretty much every day all day starting around noon. Maybe you could downgrade our subscription around 2 or 3 pm Alaska time just to be on the safe side.
HughesNet is one of two ISPs in our area but, the other ISP is much worse than HughesNet. And yes, I too hope that the new satellite covers our area. 

Bud

[Amanda]

Hi Bud

Just wanted to give you a heads up. I will not be in today to change the plan at the right time, but tomorrow I will put in the order right before I leave which is about the time you will be on. As well, I have also seen the indicator for our new satellite service on your upgrade page. I think you might be in luck and available for a free pre-order. I will check with engineers to see if you are going to be 100% in side of a beam

Thank you
Amanda

[bud]

Hi Amanda,

My upgrade page? I really do hope we'll be inside the beam. Please let me know if we will be or won't be inside the beam. Thanks.

Bud

[Amanda]

Hi Bud

Yes, we have an internal upgrade page where we can add/remove services like anti-virus programs you might have purchased, service plan upgrades, etc.. These buttons are now appearing for candidates for our new satellite to pre-order. I am going to have an overlay done of the beam and your location. Is the actual physical location in Gambell, AK? 

Also, I have changed your plan to a $79.99 plan that has some extra data. You should  be contacting our Enterprise VSAT Install Support - 888-999-4132, you will reach our Florida enterprise-level support team. 

Thanks
Amanda