Hughesnet Community

Extreme frustration with Hughesnet customer service

cancel
Showing results for 
Search instead for 
Did you mean: 
Wally Estes
Sophomore

Extreme frustration with Hughesnet customer service

Since March 10th, I have been in contact with tech support regarding issues with my account information; I have called them 8 times and spent a total of 130 minutes on the phone with various reps.

 

For a number of months prior to March, I have not been receiving email notification that my invoices were being generated. As I pay with a credit card on file, neither my basic internet service nor my email service has been interrupted. I did notice that on the account information tab on the my.hughesnet.com web site, a secondary email address was being displayed instead of my primary email address. I have several secondary addresses; these are used in order to avoid spam mail. Several times, I changed the secondary email address to my primary but the system would revert back to the secondary address within a day or two.

 

On March 10, I first contacted customer support to see if they could change the account information to reflect my primary email address. They did and the account information reverted back to the secondary address within a day or two. This went on for four or five attempts before I requested that the situation be escalated to advanced tech support. They indicated that the issue would be escalated; I have not heard from advanced tech support on this issue.

 

The issue has now evolved to where I am no longer able to log into the account information tab on the my.hughesnet.com web site. I receive a “Invalid OpenID or Credentials” message. On March 31 I had two conversations with tech support totaling 71 minutes. They were unable to resolve this new issue and said it would be escalated to advance tech support. I was told to expect a call from advanced tech support within 24-48 hours. I have not been contacted.

 

The case numbers associated with these issues are the following: 103095639, 103172476, 103270616, and 103321165.

 

I would appreciate any assistance on these issues that you could provide.

82 REPLIES 82

This issue is now seven months old; I still receive an "OID" error message when I try to login with my primary email address. I am able to login successfully with a secondary email address.

 

No communication from Hughesnet since 9/25/17.

 

Wally Estes

Hi Wally,

 

I haven't heard back either; I've pinged the engineers regarding your case. 

 

 

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.

Slow performance? Click me!

Good morning Wally,

 

Still nothing... I've just e-mailed them again and pointed out how long you've been waiting for resolution. I hope to have better news for you next time I post back.

 

Your patience and understanding are much appreciated.

 

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.

Slow performance? Click me!

Thank you for the update. I would really like to get this resolved.

 

Wally Estes

C0RR0SIVE
Associate Professor


@markus7017 wrote:

 

They gave me the number of the CEO: DIal a 301, then 428 and then 5500, everyone should complain there so they understand they need to work on their customer service! (The system blocks putting the CEO's phone number here in regular format, so one reason more to call him)


That's the corporate number, not the number for the CEO... The moderators that work this site on weekdays work at the corporate level.

Good luck i have the same issues for over 2 months and probably 15 phonecalls. I wish i could get different internet service

Heidemariew,

 

Why don't you create your own topic on your issue with history and case number(s)?

 

I am sure that Liz or one of the moderators will look into it.

 

Wally Estes

Hi Wally,

 

I was informed that this error should be addressed tonight or next Tuesday. I'll follow up with the team next week to confirm the rollout for the fix, then check with you to see if you're able to access your account information in the Support Center without that OID error.

 

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.

Slow performance? Click me!

Liz, thank you for the update. Josie, from your advanced tech support, left me a voicemail yesterday saying that the problem had been identified. The problem affected other accounts in addition to my own. She could not provide a timeline for having the problem fixed. She also mentioned that a $10 credit would be applied to my account for each of the next three months.

 

Wally Estes

Good to hear, thanks Wally.

 

Enjoy the weekend!

 

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.

Slow performance? Click me!

Liz, it's Wednesday mornibg and I am still receiving the OID error. You had indicated that this was to have been resolved by Tuesday.

 

Wally Estes

Good morning Wally,

 

Thank you for this update. I just checked with my contact who initially told me about the Fri/Tue rollout and apparently a different update had to roll out first before the update for the OID error is released. I will be checking back with him periodically to see when this update for the OID error is since there is no solid ETA yet. I'll keep you posted.

 

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.

Slow performance? Click me!

Good morning Wally,

 

Thank you for your patience as we continue working to address your concerns. We rolled out an update to address the error in the Support Center, but we were getting feedback that the update did not resolve the error. The engineers are still currently investigating. Once there's any news to share, we'll post back.

 

Your patience and understanding are much appreciated.

 

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.

Slow performance? Click me!

Liz, thank you for the update; I was just think of contacting you.

 

I called trier 1 support this morning hoping to get a status. Wrong decisiion on my part. 23 minues of new frustration and was put on hold three times before I had had enough. Should have instead gone to the forum initially.

 

I can confirm that I am still receiving the OID error as of this mornig.

 

Wally 

 

Hi Wally,

 

I've been told this is fixed now. Can you please check and let me know?

 

-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.

Slow performance? Click me!

Liz,

 

Hurrah! It appears that the problem has been resolved.

Could you have the EarlEstes123 login eliminated?

Thank you for your perseverance with this issue.

 

Wally Estes

 

Oh my word, I never thought I'd see the day. Thank you for confirm this for me so quickly, I'll let the folks here know. I'll work on getting that EarlEstes123 account removed.

 

Edit:

 

Looks like I can't delete the 123 account while logged in as it. However, you can delete it from your main account now that the error is gone. Go to My Account, then Profile to see this page. There you can click Delete next to that dummy account:

Capture.JPG

 

 

 I don't recall if you will be prompted for your own password before deleting or the password of the dummy account, if the latter, I'll PM you the dummy account's password.

 

 

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.

Slow performance? Click me!

Well, that didn't last long.

I am once again receiving the OID error when I try to login with the wally.estes account.

I wonder if deleting the EarlEstes123 dummy account yesterday afternoon had anything to do with this.

 

Wally Estes

I wonder as well. I'll let the person know who fixed it know what happened. I'll post back when it's OK to try again.

 

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.

Slow performance? Click me!

This issue is now 9 months old; I still receive the OID error when I try and acess my account informatiion.

It has been a month since I have received any communication from hughesnet.

 

Wally Estes