Forum Discussion
NEW email Problem!
I can NOT send email from either Outlook, nor Macintosh mail, nor iPhone nor iPad. I can receive email just fine. It appears that all of my email clients are suddenly unable to log into the outgoin...
Robert,
Thanks for reaching out! We have our team looking into this issue for you. To start, is your email client set up in accordance with this link https://my.hughesnet.com/support/faq/418/?How%20can%20I%20get%20HughesNet%20Email%20on%20my%20Mobile%20Smart%20Device??
Your email status shows that it's active, so you're not currently suspended. Please try logging in to my.hughesnet.com and click on 'My Email'. If you're able to do so, please attempt to send an email through here and let us know what ends up happening!
Thanks,
Remy
Hello all,
We have some planned maintenance tonight which may result in a few hours downtime on the community and our main website (myhughesnet.com). This will likely impact the webmail site as well, but just wanted you to be aware in case you try to login tonight and it is not working.
We have an internal escalation path we can take if this is something we cannot resolve on our own, so not to worry.
The most important pieces of information for us to know in this case, and it would be great if everyone on this thread with the problem can answer:
When visiting myhughesnet.com and logging in, then clicking on 'My Email', does it redirect you to an inbox?
If yes - can you send/receive email here? (If you can't send email, what happens? Do you get a bounceback, error page, or something else?)
If no - where does it take you?
Feel free to send Jay screenshots in a private message if needed. He will be taking over your case while Remy is out.
My primary error message was I was required to log in to my email every time to send or receive and then it would error message me "invalid login" even though username and password had not changed. When first going to Webmail it would not take me there. So far since I changed my password I have not had a problem on either.
a few minutes ago, I attempted to Reply to the above message again. I received the following message in Red:
"Authentication Failed
Authentication Ticket Mismatched, failed authentication"
Now, what's going on this time? PLEASE just fix your email! It will cost me a small fortune if I have to go to another service provider for email. email is part of this service.
Robert
Hello,
The authentication message may appear if you are inactive for a long period if time (or writing a long response), but if it happens frequently, you can try from an incognito/private window.
This is the first time I've heard of your particular issue with the doubling up of screens. Can you send some screenshots of the website when you attempt to access your email via webmail and any errors you get when trying to send mail?
Hi Amanda:
That screen is long since gone.
I think we are at the point where HughesNet needs to commit the resources to widen the service bandwidth for email service and/or fix the software module that processes authentication to the server from third party clients (i.e. Outlook, Macintosh Mail, etc.). I have tried to use the webmail page, and, come on, it is a mess by any standard. We all have written service agreements with you to provide service that includes email. Even though you may wish you did not have this problem to fix, you are obligated to fix it. Please fix it. You need to improve the hardware and/or software. That is the bottom line. A Deal is a Deal.
Thank you very much for your time.
Robert
HI Amanda.
Yes, I can log in to "My Email" and it takes me directly to my email inbox. I CAN send emails from this with no problem. They send right away. It is only when I try to send from any of my other devices that I get an error.
Thanks,
Reid
Hi RobertOder,
Just wanted to check in. Were you able to check on my previous request?
When visiting myhughesnet.com and logging in, then clicking on 'My Email', does it redirect you to an inbox?
If yes - can you send/receive email here? (If you can't send email, what happens? Do you get a bounceback, error page, or something else?)
If no - where does it take you?
Thanks,
Amanda
last time I went there I got a screen that looked like two screens superimposed upon each other. So I gave up.
It just returned "metadata not found"
I suggest you consider a very major overhaul. Like completely scrapping most of it and installing something better.
I just took a picture on my iPhone. how can I send it to you?
Hi Robert,
You can send the image here (if there is no personal info in it) or via private message. If you have social media, we'll be able to see it if you send it over Facebook private message to our HughesNet page, or Twitter page @AskHughes via direct message.
If you have email through iCloud, you can also email the image to communitysupport@hughes.com.
I appreciate your patience while we try to get this fixed for you. Unfortunately we're limited when the problem description is "it does not work", so screenshots can provide a really different angle to understanding the problem
Thank you,
it does redirect to an inbox. list on the left, empty on the right. then you click on the email you want to read. sometimes the selected email loads on the right. most of the time nothing happens. its is a pretty bad portal.
Robert
