Forgive me if I'm reading this wrong, but I believe what she was saying is that you were trying to go from Max to Max. The Max plan is the highest Gen4 plan available for most.
With that said, there is now Gen5 to upgrade to, so maybe you will be able to do that.
I made a mistake. I thought that I was going from Pro Plus to Max and didn't realize that I was trying to change from Max to Max. Furthermore, I don't want to sign up for Gen5. That would lock me into another year's contract. What I really want, is to be able to change my plan on the Hughes Net website when I feel the need to. It seems like ever since I posted my concern to the community board, someone from Hughes Net made sure that I couldn't change my plan anymore unless I called Hughes Net Customer Care! I feel singled out! If you could look into that for me, (or find someone who will) and maybe get the ball rolling, to put it back to how it was before, I would very much appreciate it!!!
Gen4 service plans no longer exist, only Gen5...
I can't look into it for you, nor can I find anyone who can. I'm only a customer, like you.
But, being that Gen5 is what's available now and that they don't look to be offering Gen4 plans anymore, it's more than likely that the only option you are going to have is to either stay with what you presently have or upgrade to Gen5. This is only an assumption, but I would be willing to bet that this is the case. I do see that @C0RR0SIVE mentioned something along those lines, too.
I don't believe you are being singled out for this, but that this is the case with anyone that presently has a Gen4 plan.
Also, when you upgrade to Gen5 it's a twenty four month, not twelve month, contract.