CAN NOT PAY MY BILL ON LINE ANY LONGER WHY??????????

[florek1]

Ok so I have been paying my bill on line for 3 years with the same Master Card Debit Card with no problems.  Now for the last 3 months it will not except my card.  It is so frustrating to go pay your bill and it says your card is not excepted even though you have been paying it for 3 years with no problem.  Every time you Hughes changes something it screws up something.  SO I have to call Hughes and pay it over the phone.  I do not always have phone service.  Please every time I pay the bill they said it is going to be fixed by next month.   Well know Hughes the way I do I know that will never happen.  Nothing but trouble with Hughes but I live in a rural area and have no choice.  Please FIX THE PROB LEM

[Amanda]

Hi florek1,

Sorry to hear you are having so much trouble. If it works on the phone it should work on our website. Are you using the myAccount page to make a payment?

Thank you
Amanda

[florek1]

Just paid it over the phone and they said it is happening to lots of people and they keep tell management and it still is not fixed.    So I am not the only one.  I have paid the bill with the same card for 3 years nothing has changed.  Cleared out everything and used different browser same problem.  I have had nothing but problems with Hughes since the day I had it installed.

[Gwalk900]

This sounds a great deal like the issue I have making an advanced payment and the issue that GabeU has in paying with his Social Security debit card when paying though the New & Improved myAccount page.

I was able to process my advanced payment and Gabe was able to process his SS debit card payment by using the "old" page:
http://customercare.myhughesnet.com/

And doing a one time without login function.

While this is a pretty low priority issue for Hughes it rates rather highly with customers.

See my three month old topic here:
https://community.hughesnet.com/hughesnet/topics/view-pay-bill-without-log-another-victim-o

[Amanda]

Florek1,

What website are you going to when you try to pay your bill?

Amanda

[GabeU]

It appears the link is missing the last part...
 
https://community.hughesnet.com/hughesnet/topics/view-pay-bill-without-log-another-victim-of-sc-upgr...
 

[florek1]

I am using the link that is offered on Hughes Page.   I use the on that is look at or pay your bill with out logging in.   I do not to log in because I do not want Hughes to have cc information because if you have one on file they just use it with authorization
I logged in payed my current bill and then 2 days later the took another payment when the new bill was generated with authorization I was PISSED we live on a fixed income and pay the bill when we have the money.   The new bill was not late the just took it out of my account with out me knowing in or authorization and then refused to put it back.  So I will not let Hughes have cc information on their records.   For such a big company they sure have lots of problems all the money they collect you would think that they would fix things.  Especially being able to pay on line.  They took the time to IMPROVE the web look but made another problem in the mean time.  How do you get to the old page to pay on line

[GabeU]

Gwalk provided it in the reply above, but here it is....

http://customercare.myhughesnet.com/

BTW, is it a prepaid card?  That's what caused me the problem you are having.  
 

[florek1]

It is issued by Social Security come thru Chase bank it is a Mastercard Debit Card I have been paying the account with the same care for 3 years with no problem

[GabeU]

That's why.  I'm in the same boat you are, though mine is through Direct Express.  Hughesnet evidently have a policy in which they don't accept prepaid cards, though it wasn't enforced until very recently.  

Hopefully the old site will continue to work, as when no longer does, we will be back to calling them to make a payment, and I, like you, HATE giving my CC info over the phone.  

Hopefully, also, they are looking into making exceptions to the rule for those like us.    
 

[florek1]

If that was the case why when I call in the payment it processes just fine no problems at all.  LOL  It is Hughes if they are not make our lives miserable they are not happy.  They know that people that live in rural areas we have no other choice really.  SO they have bad service try to cheat you out what ever they can including allowance that  disappear with no explanation  that was fixed in till they had the new improved look now it is disappearing again.  If you leave a cc on file they use it with out authorization for a big company it is all screwed up.  It you can pay over the phone then they should allow you to pay it on line.

[Gwalk900]

Short version ... they have made some changes to the website that broke a few functions.

They (Hughesnet) are aware of the problem and it will be addressed in due course.

In Gabe's breakage prevented him from using a Direct Express Social Security debit card to pay his bill as he had in the past.

In my case it prevented me from making an advance payment.

The "solution" in the short term is to use the "old" website and click on its "view/pay without login".

That page can be found here:

http://customercare.myhughesnet.com/

The link for the view/pay without login is highlighted below:

The issue will get resolved .. it is likely they have their hands full at the moment with the J-2 launch and setup.

[GabeU]

I don't know.  When I called mine processed just fine, too.  But, before they had processed it for that particular month I had asked the girl to sign me up for automatic payment.  She tried, but it wouldn't "take."  She then asked me if it was prepaid, and that's where I found out about this whole thing.  I found out a little later, from someone else, that the policy had been in place for a while, but only recently enforced. 

The difference between a manual online payment and calling in to make a payment?  I haven't a clue, and your guess is as good as mine as to why they will accept it through a call, but not online (at least with the new site).  After all, it's still just a single payment.  

The policy is in place to keep them from getting burned by those using regular prepaid credit cards, especially if using them for automatic payments.  They are only doing it to protect themselves, but a blanket policy is also going to hurt people like us, so they need to make exceptions, especially when it concerns single manual payments.    

As for data disappearing, that's a completely separate issue, and you should start a new post to receive help with that particular issue.  
 

[Amanda]

Hi

If the issue is of the SS and disability debit cards the SSA gives you, I am asking about it again. I didn't get a definitive answer last time. I want them to know that if this is not something they consciously did, it needs to be fixed somehow.

Thanks
Amanda 

[florek1]

Hughes does take advantage because rural area do not have much of a choice.  I wish they would offer a no cap allowance that would be great.  I have always had issues with Hughes either allowance disappearing when no one has been home for days.  Paying my bill unauthorized use of credit card info.  It is a non stop ride.  I have had a tech come out several times and he was in confused.  I have a modem that only show 3 blue lights when it should have been like for or 5 blue lights even he could not figure it out but it works.  The original install was of a hair and we had nothing but problems then but he fixed that in secured the dish because we get high winds here.  Every time they improve something, something goes wrong.  It is just crazy. 

[Amanda]

Hello,

After speaking with our principal specialist, he informed me that we do use a pre-defined list of pre-paid and gift cards. However, this should only be an issue if you are trying to use that card for recurring payments. You can still use pre-paid cards and gift cards to make a one-time payment. The method GWalk900 uses should work. Make sure that the option to "keep this card" on file is NOT checked before continuing. If the box is checked then the payment will fail. Please let me know if you remember what the situation was so I can escalate if that is the case.

Thank you
Amanda

[GabeU]

Yep.  I had actually mentioned that you were looking into it in my reply, then erased it as part of a paragraph that I erased and rewrote and forgot to add it back in.  

I certainly do appreciate it, too.
  

[GabeU]

They can't offer an unlimited plan because the system couldn't handle it.  The throughput of the system is too low.  

Again, for data issues, or other issues, you should start a new post.  
 

[Amanda]

ALSO ****News alert****!!!

Turns out that in January there was a patch put in that made sure the box that was usually checked by default to keep the card on file was switched so that way the box is NOT checked by default and the customer does not accidentally make that card/bank account the auto-pay method. This should be a pretty big win for GWalk! 🙂 

[GabeU]

Amanda, 
 
Although I'm reasonably sure that using the old page should work for him, as it still does for me, do you know if they will fix the new page so we can make single payments there, too?  I know the old page won't be there forever and I'm afraid we will be relegated to calling when that happens.  
 

[florek1]

Just tried paying it the other day and it did not work and when I called in to make the payment it went thru with no problem.  This has been going on for 3 months.  It will let me fill all of the information out including the credit card info and then it says card not accepted.  I have tried everything.  When I call in they tell me that they are getting so many calls about it and they have reported it and have been reporting it for months with no action has been taken to correct the problem.  This was not the problem a couple of months ago I had no problem paying the bill on line but since you guys did a new look this has become the problem.  Plus when I try to look at my usage that show daily weekly and monthly usage the page will not load and that has been going on for months now.  Since you up dated the look my allowance has been disappearing at a faster rate even when no one is home for 3 days.  I unplug everything and it is still be used up.  But that is a problem I have had since I have been using Hughes.  The company takes advantage of the fact the customers in rural areas do not have much of a option to internet.  I would like to see Hughes offer a  no cap program I am sure I am not the only one with these problems