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Zip code fails to get past automated phone system or allow me to view/pay my bill without logging in

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M_
Sophomore

Zip code fails to get past automated phone system or allow me to view/pay my bill without logging in

Just wondering if anyone else has this issue. When I call tech support, the automated system identifies my account by my phone number. Then it asks for my 5 digit zip code - which I enter correctly - then the system says it can't find that zip code. Also, when I try to use the feature "view/pay my bill without logging in" on the myhughesnet.com/customer care website, it only allows me to enter 5 digits and I enter them correctly and it fails. When I go look at my account it has my zipcode-plus4 as my zipcode - not just 5 digits. I've tried putting all of those numbers in when I call and on the website, and it will not accept them. I've tried editing my zipcode on my account to remove the plus 4 part of the zip - it won't allow me to do that. When I called in and tried to explain what was happening, I was given instructions on how to put my zipcode in...and when they saw it wouldn't work, they told me not to use that option. Seriously. That doesn't help when your automated system requires 5 digit zipcode in order to look up your account. This only started after the major change to the website a while back. I used to be able to view the bill without logging in, and I know it successfully looked up my account via the phone using zipcode because I remember hearing it perform automatic testing prior to getting a live person on the phone.

21 REPLIES
Junior

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin


M_ wrote:

Just wondering if anyone else has this issue. When I call tech support, the automated system identifies my account by my phone number. Then it asks for my 5 digit zip code - which I enter correctly - then the system says it can't find that zip code.


This happens EVERY time I call support. I find that if I then chose the option to try "another" phone number, but just enter the same phone number, that it then accepts the zip code.  VERY annoying, but that is usually just setting the tone for the rest of my hughesnet phone support experience. :-(  (unlike the more favorable experience that I've found on this forum).

Adjunct Instructor

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin


@motobojo, glad there's a workaround, but even so, that's very irritating.  I hope this will get fixed, because yes, it does set the tone and increases a user's frustration levels and it all goes downhill from there. 

 

Adjunct Instructor

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin

@M_, forgive me if this is a stupid question, but have you tried contacting chat support?  If you can login to this site, you can click CONTACT US on the blue ribbon at the top of the page, and then go to chat support.  

Junior

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin


maratsade wrote:

@M_, forgive me if this is a stupid question, but have you tried contacting chat support?  If you can login to this site, you can click CONTACT US on the blue ribbon at the top of the page, and then go to chat support.  


While you did not direct your question to me, I'll offer my experience with that support mechanism ...

I do agree when all else fails it is worth a try.

I've found that when my Internet connection is flakey it is often difficult to establish a reliable chat connection, even when it is possible to get the forum.  Depending on the circumstances though results will vary.

 

In general I've found chat to be a very "low fidelity" form of communication and when it comes to challenging support situations that "low fidelity" can quickly escalate the frustration factor for all parties involved. 

 

So for me chat is not a satisfying option. 

 

Your mileage may vary.

 

Adjunct Instructor

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin

@motobojo, I totally see your points.  In the past, I've used the chat option and it has worked better for me than trying to navigate the phone options.  I've even gone to the library or some other place with wifi in order to get to the chat.  I agree with you, though, that mileage varies. 

Moderator
Moderator

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin

Hi M_ and motobojo!

Thank you for your feedback on our phone system, this is very important information so I will send this over to the folks in charge of that department. We want to make all our avenues for support as easy as possible, so thank you again for bringing this up so we can investigate.

 

Thanks,
Liz

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M_
Sophomore

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin

Hi Liz, it's not just the phone system unfortunately. The support website has the same issue. Smiley Sad

M_
Sophomore

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin

I think I lost my original reply to this, so if there ends up being a double post, I apologize.

 

I have tried chat support in the past for things not related to performance or outage issues. I don't recall if I've tried since the zip code issue started. That being said, most of the time when I need support it's because of it being extremely slow in the evenings (I'm one of the many sad, frustrated users who sees internet speeds drop to under 1mbps in the evenings) or if there's an outage - so chat isn't a great option for those issues, as @motobojo commented.

 

I actually like chat support for most things and am not opposed to using it.

Moderator
Moderator

Re: Zip code fails to get past automated phone system or allow me to view/pay my bill without loggin

Hi M_,

 

Could you please let me know where in the process of trying to pay without logging in you're getting stuck? I tried to reproduce your experience, but I was able to use your zip code and was able to progress to the security question screen:

 

1.PNG2.PNG

9.PNG

Thanks,
Liz

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