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accessing Customer support

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Moderator
Moderator

Re: accessing Customer support

You're very welcome!

We bill in advance for our services, so when you pay the bill, you're paying for the upcoming month. Any charges accrued during the month will be added to the next bill.

The billing date is traditionally set to the same date as your installation, so your bill date is the 29th.

In the meantime, while you wait for the router, you can plug your computer directly to the HughesNet modem to start accessing the internet. 

If you don't have a computer or other device that can connect directly to the modem, just let me know when you're set up with the router, I can credit you for the days without any internet usage.

-Liz
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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Moderator
Moderator

Re: accessing Customer support

Good morning pbpollak,

I did some investigating this morning and it looks like the D-Link router was on backorder, but after hearing from the factory, looks like they are putting together the router kits ASAP and will start shipping today.

I would be on the lookout for the router within a week or so. Please check back with me next Wednesday or so to let me know whether you've received the router or not.

Thank you!

-Liz
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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New Member

Re: accessing Customer support

Hello, THANK you so much for attending to my questions! You are a beam of light in a sea of darkness ;-)
I now recognize that the inability to send me a copy of my order is a company issue. It is absurd. I found a $200 billing discrepancy on my first order ONLY from looking at the order itself. Customer service and escalation were unable to correct it. I had to cancel the order and re-order. The missing "order" is from the re-order. The sales agent (who had nothing to do except fill in the form since I knew exactly what I wanted to do, made a typo in my address. I only found out when I did not receive an e-copy of my order in a timely way. Since my email address is my name, I did not err in spelling it for the agent. He made the mistake (although that point is NOT relevant to this matter.) It is beyond belief that a company as large as Hughes Net cannot send me a copy of my order.
By the way, I (not anyone at Hughes Net) went to my account on-line and corrected my email address. Not a single one of the 10 or so reps that I spoke to about the error went to the account and corrected it.  You are, as far as I can tell the only one who has helped at all. THANK YOU!
BTW, I spoke to the installer today. He will expedite the shipping of the router to me. I expect to have it by Friday. No one will be at the address for a month after Monday so a 5-10 business day delivery would leave the router on the doorstep for a month.  It would not likely be there anymore when anyone (who belongs there) got to the house.  This is the first internet connection at that property. Hence, there are no computers at the location to plug in directly. Only mobile phones.  I will let you know when the router arrives for the billing adjustment.
Thank you for your help. (Who can I tell?)
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Moderator
Moderator

Re: accessing Customer support

You're very welcome, and thank you for letting me know that the installer is taking charge of getting that router to you. 

I appreciate your comments, I'm glad to be of help. I'll keep your thread open the rest of this week so you can update me if needed.

-Liz
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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New Member

Re: accessing Customer support

This reply was created from a merged topic originally titled HELP! My router has been shipped to the WRONG address. I have no service..

Redirect Router shipment
My router has been shipped to an address of a vacant house. I told the installer this on the phone this morning. The shipment must be redirected. How is this done?
ALSO Please stop my account and do not activate it until I call and say I want it activated. There is no one at the address and no router, for awhile.
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New Member

Re: accessing Customer support

This reply was created from a merged topic originally titled Redirect Router shipment. Adjust account to not start until we have service..

Liz has been helping me. Please direct this to her.
Hello Liz,
I just received a note from UPS that my router will be delivered on Tuesday. I told the installer this morning that if I did not receive it by FRIDAY, it would be left on the porch for a month or so. Please help me redirect this shipment to another address.
AND, 2. Please adjust my account to an unknown date in the future. And, let me know how to notify Hughes Net when we want service to start.
Thank you.
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Moderator
Moderator

Re: accessing Customer support

Hi pbpollak,

In our efforts to make things right, we overcompensated a bit. I see that another device (not a router) was sent to the Cambridge location and is due to arrive this Friday. You can keep it or do whatever you like with it, it's not necessary for your setup.

The UPS notice for the router you got was most likely from the router I sent as a backup, just in case the installer did not come through. Unfortunately, there is no option on my end to expedite routers.

With the installer sending you a router from his stock, we can't track it, so I've e-mailed him if he has any status on it; no word from him since this morning. I hope that router does arrive by Friday as he promised. In the end, you'll end up with two of our D-Link routers, free of charge. I'm sorry for the confusion, but at least you may use the extra router in another location or just keep it as a spare.

Regarding your second concer, when the installer initially installed the HughesNet system, he effectively activated it; that's what happens during installation. As I mentioned before, once you start using the system, please let me know so I can credit your account for the days you did not use the HughesNet service.

Your patience and understanding are greatly appreciated.

Thanks,
Liz
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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New Member

Re: accessing Customer support

Thanks for everything, Liz! I was at the vacation house until yesterday and wanted you to know what happened. The installer installed the service on Monday 8/29 and the modem arrived and was set-up on 9/1 or 2. It works now. Hooray.
FYI a second package arrived (first,) it wasn't a modem.  I don't know what it is.
I posted a question about suspending service in a separate thread.
Thanks so much for all your help.
Patricia
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Moderator
Moderator

Re: accessing Customer support

Good morning pbpollak,

Thank you for keeping me in the loop! I think you meant the router arrived? In any case, I'm glad to hear you got it working. I'll go ahead and credit you for 8/29 - 9/2 if the service wasn't used at that time.

Please don't hesitate to come back if you need anything else.

Thanks,
Liz 
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.