I hope one of the HN reps here can weigh in on this so you can have an accurate answer.
The reps on this site have a direct line to the techs, so they can send your case to them. Hopefully they will reply tomorrow. Were you given any case numbers?
If you would like to get assistance from the HN reps here, you will need to open your own ticket separately. To do so, go to the main Tech Support page and click "start a topic." You can copy and paste what you have here.
Sueshu wrote:
I've been receiving emails but I'm unable to send. Message says no network connection but I'm able to load web pages and as I said am receiving emails.
he was talking to the person who jumped in on your thread.
also, just a thought, but if you are still having a problem with mail.hughes.net, try changing it to email.highes.net in your email client.
Thank you for reaching out to us. I have consolidated your two threads. I am sorry to hear that you have been dealing with this issue and we would really like to get your email back up and working. The case number you provided links me to an open escalated case. This is where our advanced technical support team looks into your issue and performs advanced remote troubleshooting. It appears that the case is still in an investigation status which means that the department will be reaching out to you soon with an update/resolution. Since I am not a member of the advanced technical support team, I cannot perform this type of troubleshooting myself, however, I can relay any information from the notes that are being updated. From what I can see, it appears they are currently attempting to switch your email account status from closed to active. I believe this request can only be done manually by moderators above the advanced technical support team. Once this is complete, they will reach out with any further instructions. I want to apologize for any inconvenience this has caused but I have confidence that your situation will be resolved shortly. If any details in the notes arise as to why this happened in the first place, I will relay that information as well.
-Damian
@Merlin1 wrote:
#4 PLEASE tell me what WE DID to GET THIS "The case number you provided links me to an open escalated case."
It was likely the reply you gave that had a reference number.
Bill,
Escalated means it's been kicked up the food chain to techs who can actually do something about the problem, like fix it. The phone reps can troubleshoot and fix some minor things, but they don't have the authority or access to fix something like your problem.
You haven't done anything to cause this -- technical issues happen whether we do something or not.
Unfortunately it can take a long time to get these problems fixed. I hope you get some resolution this coming week.
Merlin1 wrote:
Well it has been what over three days to figure out what has happened to my email account!! I call hughes net and all I get is this account has been escalated we can't talk to you!!! and then the conversation END"S!!! they say tech support will call you!!!! I REALLY REALLY would like to know what happened or what I or WE DID to to get my email account shut down?? just about the only things i use my hughes net email for is fly fishing shops, amazon, ebay, newegg, state farm, and a few other online stores, and my doctors office!!!! As for me i just use this account for info and shopping, and some audiobooks!! we do not go over are usage limit we do not steam video's or play online games!! So it is a fair and honest QUESTION What happened to my email account and what the heck is escalated account mean?????????? Can anyone answer this question or will you??? Bill
Bill, you have nothing to be sorry for; you're dealing with multiple tragedies at the moment and I believe you when you say your stress is high.
Can you phone the insurance company and ask them to send the forms to another email address? The insurance agents have ways to verify it's you who's calling, and hopefully the will understand that you're dealing with an email issue that hasn't been resolved.
It's enough to drive a person crazy. I hope the reps on this site are able to get you sorted out so you can get the insurance issue sorted out.