It's me again 😛
Now that your over on the right forum..I'll tag @Amanda
Please keep in mind that she is just one of two moderators and actual Hughesnet 'corporate level' employees so it may take a day or so for her to reply back to you...but if you give her some time to work her magic, I have no doubts she will get your mom fixed up.
Thanks for the bump, I was able to see this post at the top of my notifications. @elholzman - do you have your mom's account information? Just her phone number would work. If so, please send that to me in a private message, I will be able to locate her and run diagnostics.