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Gen 5 Service Has Been Promised, But Not Given

Tonya_Brandon
New Poster

Gen 5 Service Has Been Promised, But Not Given

I ordered gen 5 service around August. It is 9/26/2019 and I still do not have it. I am still listed as on the gen 4 plan and the 20 Gigabyte plan, even though I have called Hughesnet many times asking to upgrade to the 30 Gigabyte plan. I have been told that I would be called by "engineering" more than once, but I have never recieved a call from them. They say that "they do not understand the issue" and that they must "escalate the issue to enginnering", but nothing gets done and nothing gets explained. I am a loyal customer, please help me to get the service that I ordered and pay for.

6 REPLIES 6

Re: Gen 5 Service Has Been Promised, But Not Given

  Hmmm,  When I upgraded over a year ago, after I called, they just shipped me a new modem, I did the connections myself,  and after it spent about an hour downloading, I was on Gen5.  Of course I was still on Echostar 17, but it seemed to be working so well, that I've never bothered to have the dish reaimed to Echostar 19.   I don't know if they still handle the upgrade this way, but if they do, just remember to kill the power to the modems before doing the coax connections, and plug it in during the bonus period or you'll take a big data hit.  I later learned that you are supposed to be compensated for this with tokens, but I don't think I ever was, because I ran out of data that month.

 

  I'm always surprised by the different experiences different people have with Hughes compared to my own.  I really don't understand why it would take an engineer to do a simple data limit change    You'll probably get the help you need from the reps here.

maratsade
Distinguished Professor IV

Re: Gen 5 Service Has Been Promised, But Not Given

Tonya, the HughesNet reps will be on a little later today (they're usually here around 9-5, or a little later), and it's likely they will check your account and come back with some information for you about what's going on.

 

 

Tonya_Brandon wrote:

I ordered gen 5 service around August. It is 9/26/2019 and I still do not have it. I am still listed as on the gen 4 plan and the 20 Gigabyte plan, even though I have called Hughesnet many times asking to upgrade to the 30 Gigabyte plan. I have been told that I would be called by "engineering" more than once, but I have never recieved a call from them. They say that "they do not understand the issue" and that they must "escalate the issue to enginnering", but nothing gets done and nothing gets explained. I am a loyal customer, please help me to get the service that I ordered and pay for.


 

GabeU
Distinguished Professor IV

Re: Gen 5 Service Has Been Promised, But Not Given


@gaines_wright wrote:

and plug it in during the bonus period or you'll take a big data hit.  I later learned that you are supposed to be compensated for this with tokens, but I don't think I ever was, because I ran out of data that month.   


That's very odd.  Overhead, such as firmware/software updates, are not supposed to be counted against customer data.  Perhaps yours was a fluke and this is why they offered, and were supposed to give you, some tokens. 


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Damian
Moderator

Re: Gen 5 Service Has Been Promised, But Not Given

Hello @Tonya_Brandon,

 

Thank you for posting and welcome to the community. I apologize for your experience regarding this upgrade. After reviewing the previous case notes on your account, it appears there was a system error when processing your upgrade to Gen 5. The box was sent out to you automatically but the service change is what suffered from the error. Because engineering oversees most background processes, they are the most equipped to correct an error such as this. I see you already have a case escalated and are expecting a call back within the next 2-3 business days. I am confident the team will be able to get this resolved. Please continue to use your HT2000W, as this will be needed once you are actually switched to Gen 5 service.     

 

-Damian 

 

 

 

Re: Gen 5 Service Has Been Promised, But Not Given


@GabeU wrote:

 

That's very odd.  Overhead, such as firmware/software updates, are not supposed to be counted against customer data.  Perhaps yours was a fluke and this is why they offered, and were supposed to give you, some tokens. 

  Well,  I just checked, and I do have some free and some prepaid tokens that I can't account for.  Maybe they were just late in getting them to me.

bkd
New Poster

Re: Gen 5 Service Has Been Promised, But Not Given

GEN 5 , I can't even get a signal , tech support has been fabulous....( unplug the modem DAH) nothing works and they absolutely don't care.