Receiving error message when I try to submit an email support request

[amyammons2]

Receiving error message when I try to submit an email support request for two unresolved cases. I continue to receive the error message, Server support in / Application, Object reference not set to an instance of an object. I'm not a techie, don't understand, just need to submit my request for Billing correction and two open cases. Please help.

[Liz]

Good morning Amy,

Thanks for posting, we certainly would like to address this. Can you please provide a screenshot of this error message you're seeing so we can see where this error pops up?

For your reference, here's how to take a screenshot: http://www.take-a-screenshot.org/

Looking forward to hearing back.

Thanks,
Liz

[amyammons2]

Server Error in '/' Application. Object reference not set to an instance of an object. Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.NullReferenceException: Object reference not set to an instance of an object.

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.
Stack Trace:

<pre>[NullReferenceException: Object reference not set to an instance of an object.] hughessupport.suth.com.hnSaveData.Page_Load(Object sender, EventArgs e) System.Web.UI.Control.OnLoad(EventArgs e) +67 System.Web.UI.Control.LoadRecursive() +35 System.Web.UI.Page.ProcessRequestMain() +750 </pre>
Version Information: Microsoft .NET Framework Version:1.1.4322.2512; ASP.NET Version:1.1.4322.2515

[Liz]

When exactly does this error pop up?

Since you mentioned you were trying to submit an e-mail support request, does it happen immediately after you click this e-mail support link?:


Or does the message pop up when selecting a dropdown item from this screen?:

Our web developers can better address this if we can pinpoint when and where exactly this error shows up.

Does this happen in different browsers? What browsers have you tried?

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[amyammons2]

Hi Liz:   This happens when I have completed the email report form, and click "submit."   I have tried it with both Internet Explorer and  Firefox, and received the error message both times.  Thanks

[Liz]

Thanks Amy, I'm sending this to our developers to see if they've seen this error before and to decipher what it means. I'm not able to reproduce this error on my end; have you ever been able to successfully use the e-mail support function? Does refreshing your browser cache make a difference? Here's how: http://www.refreshyourcache.com/en/home/

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[amyammons2]

HI Liz:  I should mention that I've tried sending the email problem report on a couple of different days, after shutting my computer down.  Hope this info is helpful.   I tried again this morning and received the same error message today.

[Liz]

Thanks Amy, I've included that in my message to the developers. Does refreshing your browser cache make a difference? Here's how to refresh/clear your cache: http://www.refreshyourcache.com/en/home/

-Liz

[amyammons2]

Server Error in '/' Application. Object reference not set to an instance of an object. Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.NullReferenceException: Object reference not set to an instance of an object.

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.
Stack Trace:

<pre>[NullReferenceException: Object reference not set to an instance of an object.] hughessupport.suth.com.hnSaveData.Page_Load(Object sender, EventArgs e) System.Web.UI.Control.OnLoad(EventArgs e) +67 System.Web.UI.Control.LoadRecursive() +35 System.Web.UI.Page.ProcessRequestMain() +750 </pre>
Version Information: Microsoft .NET Framework Version:1.1.4322.2512; ASP.NET Version:1.1.4322.2515

[amyammons2]

Hi Liz:   I cleared my cache, and tried tried again.  Received the above error message today.

[Liz]

Thanks for the update, I've passed this info to the devs.

Since you are trying to use our e-mail support, perhaps I can help you instead?

-Liz

[amyammons2]

We have two open cases on our account billing, which need to be corrected. There's a parent-child set up on our account, with one DSS number correctly showing that we own our modem and the other DSS number showing that we are leasing.  We keep getting charged $10 a month for a lease.   In the last case, the tech was referring it to a supervisor because she did not have the authority to make the change, and it stopped there.  You don't get involved in billing issues, do you?   (-:
Thanks.

[Liz]

Good morning Amy,

We do it all here in the community. 🙂

Let me dig into this further for you. So we are clear, you need the the purchase account, with SAN ending in 53, to be active, and deactivate the lease account, ending in 17?

-Liz

[Liz]

Hi Amy,

OK, I reviewed your accounts further to better understand your story and discussed it with our billing expert here in the corporate office, and we have options for you.

So, we can change the deal on your current active account so you don't pay the monthly lease fee.

Or we can keep you on lease. 

If you want us to take you off lease to eliminate that monthly lease fee, just keep in mind that this will take your equipment out of warranty, because for the past 2 years or so, as a lease account in our system, your equipment was under warranty. So moving forward, if you need a new modem or need a dispatch, that will cost significantly more. If I recall correctly, dispatches are a flat $125. 

The other option is to opt into the lease deal, have your equipment under warranty and pay the $9.99 monthly lease fee.

I hope that made sense. Whatever your decision, we're here to support and help make it happen. Just let us know; if you want us to take off the lease deal, we can have it done in about 5 business days.

Looking forward to hearing back.

-Liz

[amyammons2]

I understand, thanks.   Let's leave things as they are then, Liz.  Thanks so much for the explanation and follow up!

[amyammons2]

BTW, you get gold stars in my book!   This is the first explanation and full response I've had to this situation for the past 2 years.  Thanks!

[Liz]

Hi Amy,

Thank you for your kind words, I really appreciate them. 🙂 We will leave your account as is: a lease account so the $9.99 monthly fees remain, and your equipment (modem, modem power supply, outdoor unit) are covered by warranty.

I apologize for misspeaking earlier, if a dispatch is needed, the cost does not vary between lease and purchase customers. Subscribing for Express Repair does decrease your copay for dispatches. Here's an insider tip however, if you have a technical problem with your HughesNet service, post your issue here in the community so we can work it out. If we deem a dispatch necessary, more often than not we waive the dispatch fees. 😉

-Liz