Liz wrote:Hi GW,
Are you saying that you're concerned with the automated phone system pulling up your account with the old number?
If so, this has been addressed, and I just confirmed that entering that old number when you call support does not bring up any account.
If you have other concerns, please let me know.
-Liz
Liz,
Still, at this moment, when I call the main Hughes number 866-347-3292 I am asked to enter a phone number so the computer can locate my account. As always, when I enter the old 251 number, which has supposedly been removed from my account over and over and over again, I am told it thinks it has found my account and asks me to enter my zip code. And then I'm in. I've verified it four times so far this morning. 5:36 AM, 5:50 AM, 5:53 AM and 7:56 AM
My concern is every time I need a service call, the dispach is sent to the service company and the service company is given the wrong number by the system. I always ask Hughes to ensure my correct phone number is sent but it never is. For both of the service calls I've needed this year I've requested special notification be sent to the service company with the correct information. Maybe it is but the technician never is informed.
I've been naive enough to belive all this is corrected but it never is. Fortunately, both times the technician has called pre-appointment this year, I was inside the house (and not outside doing my work). Since I was expecting a call on SOME number, I did answer the phone which I rarely do because after all the years of non use the only people who call this number are telemarketers. Botton line here is neither technician had any other number for me.
I see no reason this will ever change as long as my old landline number exists in your system. Should I keep paying over $50/month for the landline as long as I have Hughesnet just so I can have service work done on my Hughesnet site? Will I always have to sit in the house waiting for the technician to call just so I can tell him it's okay for him to drive the 25 miles from any of the nearest towns to fix my system?
Good morning GW,
That's very curious. I've sent you my phone recording when I tried calling again this morning and using the old 251 number; still unrecognizable as associated with an account. The e-mail was to the don account and should come from WeTransfer.
However, as you mentioned that the main concern is with visiting tech having the correct number, I did reach out to our field services department that oversees that; perhaps they get their contact info from a separate system, but I'm trying to confirm that and ensure that for tech visits, your account is updated accordingly.
I'll keep you posted.
-Liz
Hi Liz,
This is just too strange. Very bizarre. I called in to Hughes using the landline, entered the landline 251 number and the computer couldn't find my account.
Then I called in using my cell phone, entered the 251 number and it found my account, confirmed the zip code and began giving me options, same as always. It worked many times over as I went through the numbers and tried to learn how to get the screencap to send you.
I'll try it with my wife's phone when she gets home this afternoon.
I don't know how to make one of those video things like you and my old friend Amanda made but they're very cool. I did take a screen capture of my phone face after I went through the numbers. I'll send that to your PM.
How strange. Well in any case, you can just use your current number to pull up your account when calling support. As for your primary concern regarding what number is pulled when creating a dispatch, I've already escalated this to our field services department so we can ensure that the right number is on file for the techs. I'll keep you posted once I have an update from them.
-Liz
