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No internet, was shut off, no reason why

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Freshman

No internet, was shut off, no reason why

I have made several calls to Hughes net lasting an hour or two, being put on hold several times to find out why my internet was turned off.  I even did a three way call with  hughes and a service person in my area. No one can tell me why except to say that I returned my eguipment which I did not. Then they said I did not call to turn it back on. I have never called to turn it back on, they always do it automatically! I have now gone a month with no internet and need it turned back on ASAP. Please help! 

27 REPLIES 27
Distinguished Professor IV

Re: No internet, was shut off, no reason why


@Tiaduffey wrote:

I have never called to turn it back on, they always do it automatically! 


Are you referring to a service suspension?    


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Moderator

Re: No internet, was shut off, no reason why

Hi Tiaduffey, I'm pulling up your account now and will dig into this and see what is going on.

 

Thank you

Amanda

Freshman

Re: No internet, was shut off, no reason why

Thank you Amanda! I will be waiting! Name is Teresa Duffey I need internet! But no 4 year contract again, still have equipment, just want hooked back up

Freshman

Re: No internet, was shut off, no reason why

Yes, go on and off for about 6 months, this time they did not turn it on automatically? No reason why just want back on!

Assistant Professor

Re: No internet, was shut off, no reason why


@Tiaduffey wrote:

Thank you Amanda! I will be waiting! Name is Teresa Duffey I need internet! But no 4 year contract again, still have equipment, just want hooked back up


The reason it is off is because you suspended it from the sound of it. A glitch why it hasn't been activated again unless possibly a billing issue maybe. Also, they may not have a reactivation date you gave when you suspended it.

 

There is no 4 year contracts as far as I know, only 2 year. Your current contract goes into suspension also when you suspend service. So if you have 12 months remaining when suspended, you have 12 months remaining on contract when reactivated.

Freshman

Re: No internet, was shut off, no reason why

Amanda for me it is a 4 year contract because I am on and off for 6 months. Hughesnet always automatically turns it back on in April. My contract was up last year. I have never called in to turn back on and they charge me automatically on my credit card. I believe it was December they stopped charging me. Middle of October was when I had put in on suspension. Help! Just need it turned back on without starting my contract over since I was not the one who turned it off, still have all my equipment. Thank you, Teresa Duffey

Moderator

Re: No internet, was shut off, no reason why

Hi Teresa,

 

Sorry I didn't get back to you right away. When I looked at your account it showed it was "decommissioned" rather than locked, cancelled or suspended. Decommissioning is not something we normally do with newer accounts, so it is most likely an agent used the wrong suspension option. I am currently awaiting our billing team for an answer on how to re-activate it without creating a new account. I appreciate your patience.

 

~Amanda

Freshman

Re: No internet, was shut off, no reason why

O.K. We are finally getting somewhere! Have never heard that answer from all my calls! There is hope? Hope they can turn it on ASAP!!!!! Thank you Amanda!

Moderator

Re: No internet, was shut off, no reason why

Hi Tia,

 

I apologize for the wait. I have to escalate this higher up the chain to get resolved. It appears that returning an old modem during the suspension was the cause, as is my theory at this moment. If you are at the location, please keep the modem powered on and plugged into the coaxial cable so we can know if the re-activation works as we troubleshoot.

 

Thank you,

Amanda