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

M_
Sophomore

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

well make a liar out of me Smiley Happy I hadn't used that option in a while - i gave up when support couldn't help me get past it. Apparently it's been fixed. Smiley Happy So yay Hughesnet on that one Smiley Happy

Highlighted
Moderator
Moderator

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

Nooo, I just wanted to be sure we were on the same page, literally and figuratively.  Cat LOL

 

I'm still also concerned about the automated phone menu. I wanted to reproduce that on my end as well, but the system recognized and located your account after I entered (by keypad) the number and zipcode we have on file.

 

Do you recall the last time the phone system failed to find your account with your zip code? This way I might be able to zero in on whether there was something going on with our system at that time.

 

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, sorry for the delay in responding to you. I believe it was Friday March 17th when I last called in - it was a tech support call. It definitely failed to get me past the zip code identifier. It would be the most recent tech support call, if you are able to look that up.

 

Thanks for your help!

Michelle

Moderator
Moderator

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

No worries, Michelle, thank you for the date. I had our phone guy confirm whether there was something that day that could have affected the automated phone system, but nothing. Perhaps a hiccup that day. If you find phone problems persisting now, please let me know and include details such as where you ran into a roadblock and when.

 

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

It has happened on every support or billing call for the past year, if that helps. Its not random, it happens everytime i call in.
Moderator
Moderator

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

Good morning Michelle,

 

Thank you for the additional information. How puzzling, has this happened today or within the last couple of days?

 

I tested calling our support line just now on both my work phone and my own cellphone, and I was not able to reproduce your experience.

 

Please view my steps below and let me know if there's anything I'm doing different from what you've been doing. 

 

10:46 AM ET

Work phone:

Dialed 866.347.3292

Entered phone number on file ending in 8950 

Entered 45714 zip

Found account, ran diagnostics

Hung up

 

10:48 AM ET

Personal Android phone:

Dialed 866.347.3292

Entered phone number on file ending in 8950

Entered 45714 zip

Found account, ran diagnostics

Hung up

 

Your cooperation, patience, and understanding are much appreciated.

 

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

You are doing the same things that I do. I have not tried it from a landline (don't have one at the house). I can try that tomorrow. Maybe your phone system doesn't like the tones from my cell? Although I believe I spoke the phone number and zip code. I will confirm that for you though. Thanks for looking into this Smiley Happy

 

Moderator
Moderator

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

Aha, interesting, vocal entry vs keyed entry. Very curious to hear how that goes, thank you for that tidbit! I may test that as well, since I only used the keypad to enter the phone number and zip. The only time I spoke was to confirm that the entry was correct. 

 

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

I think I also tried keying in my entry. I just now called in from my office landline - worked fine using voice. And for kicks, I tried it again from my mobile, using voice - again, works fine. Maybe it quietly got fixed since I called in last month? Smiley Happy I'll let you know if it happens again and will try both methods to be sure.

Junior

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

You're not alone. I tried to call to check about upgrading. As soon as I enter my zip code the phone hangs up.