About Liz

Liz

Hi sonyas8681, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you. Thanks, Liz

Liz

You're welcome Peneloukle. I can certainly check on the HughesNet equipment- all is working normally, as it did last I checked on Monday. Network devices 36:dd and b8:d1 are still doing poorly. -Liz

Liz

Good morning BeAdCo524, Just following up on your site. I see the tech successfully completed the visit and restored internet connectivity. If you have any other concerns, drop by the community anytime. Thanks, Liz

Liz

Good morning Bobbert, Thank you for this update, I'm glad to hear this! Please don't hesitate to drop by the community again if you have any other concerns, we're here to help. Thanks, Liz

Liz

Oh no LOL OK, well this also helps. I'll let the team know. Hopefully you'll catch it! -Liz

Liz

Good morning Peneloukle, What I can see is whether any connected devices have a good signal strength or not. There's a device on your 2.4 GHz network with the MAC address ending in 7b:40 that only has a fair signal. You could try moving that device, if possible, closer to the modem to see if it performs better (if you've noticed any issues with it in the first place). The HughesNet mobile app has a wifi signal gauge tool that lets you see the wifi signal strength as you move about; it can help position wifi devices in more optimal spots. On the 5 GHz network, there's a laptop (name ending in NO1F) with poor/fair signal. There's another device with poor signal with a MAC address ending in 36:dd. Finally there's a device with MAC address ending in ec:7f that had a poor signal about an hour ago, but as of a few minutes ago has good signal. I don't know what the change was to cause that improvement, did you move that one? For these devices, you can try moving them closer to the modem, or if you'd rather not move them, switch to the 2.4 GHz network as it has a wider range. Please keep in mind that while the 2.4 GHz network has a wider range, it is not as fast as the 5 GHz network which has a shorter range. -Liz

Liz

Good morning Vince, It's been a while since we last heard from you, so we will close this thread. If you still have these same concerns, please start a new thread and include the timestamps and dates so we can better assist you. Thanks, Liz

Liz

Hi peneloukle, It could be any number of factors that may affect performance: the device, the network, the weather. I can say for sure that there at least aren't any reports for your area that would be a probable cause. -Liz

Liz

Thank you for sharing that error code, that helps the investigation! I'll keep you posted. -Liz

Liz

Good morning sonyas8681, Thanks for posting and welcome to the community! Is that error still persisting for you? I see in our reports that there was something affecting token purchases recently, but has since been resolved yesterday afternoon. If you're still seeing that same error code, please let me know so we can address. Thank you! -Liz

Liz

Good morning Peneloukle, Thanks for posting, glad to see you've already started working with fellow HughesNet community members on this. As maratsade correctly noted, speeds while under the Fair Access Policy will be reduced. I'd like to add that whatever reduced speeds you have is also shared amongst all devices on your network. So if we're delivering 1 Mbps to your modem, that's split between your 8 connected devices right now. I've noticed that a few connected devices on your 5Ghz network have poor or fair connectivity so that can also be a factor. You can try moving those devices closer to the modem or switching over to the 2.4 GHz network. Otherwise, your HughesNet system diagnostics appear normal, and speeds will improve when your data is restored on 2/2. Hope that clears things up. Thanks, Liz

Liz

Good morning Bobbert, I'm glad you found the community, thank you for posting and sharing that screenshot. I've pulled up your account and can also see that your usage history stops displaying after the 24th, which is unexpected. Let us continue digging into this for you and I'll let you know what we find out. I'll post back once I have any news or further questions. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Good morning BeAdCo524, I see it's your first post here, so welcome to the community! We can certainly get you back online. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: 2/01/2023 between 11:00AM - 02:00PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed, alternatively you can reschedule online. Please let us know how the site visit goes. Thanks, Liz

Liz

Good morning bobnelms, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you. Thanks, Liz

Liz

To add onto this, if it DOES happen again, please try to get a screen recording of it popping up every few minutes. I use the Screencastify Chrome extension for screen recordings. -Liz

Liz

Hi maratsade, Thanks for your patience, our folks are still investigating this, and as part of that I'm going to turn this survey back on. If the same unusual behavior persists, do let me know, we are trying to reproduce this. -Liz

Liz

Good morning pmcgaughan, Thank you for posting. I've reviewed your account, and your service will terminate on the 22nd with no ETF. As maratsade noted, please be sure to return the equipment to avoid the Unreturned Equipment Fees. -Liz

Liz

Hi, Just another update after discussing with the engineers. To expedite addressing your concerns, we've dispatched a tech to make an adjustment on your site. Your dispatch is currently scheduled for 1/12/2023 between 11:00AM - 02:00PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed, alternatively you can reschedule online. Please let us know how internet performance and streaming goes after the visit, thank you! -Liz

Liz

Hi pmcgaughan, Thank you for your patience. Our engineers are testing some new parameters to see if they will improve general and streaming performance. If all goes well, it will be rolled out in your area soon. Engineering will let me know when this update will be released. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Hi lakeland4, Thank you for your patience. Our engineers are testing some new parameters to see if they will improve streaming performance. If all goes well, it will be rolled out in your area soon. Engineering will let me know if this update will be released. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

We want to hear from you! Send us a video up to 30 seconds of yourself telling us how HughesNet lets you live where you love, in other words, how HughesNet enriches your life. This recording will not be for public use, and will only be used internally at HughesNet. Selected entries will receive a small compensation in the form of a gift card. Upload your video to your preferred cloud service then privately message me the link for review. We'll reach out to you if your video has been selected. Feel free to message me with questions about this opportunity. Thanks, Liz

Liz

Oh my that's so odd. I've escalated this to the proper folks to see what's going on. As far as I can see, our survey settings have been unchanged since we first implemented them, and definitely shouldn't be popping up that often. In the meantime I'll turn it off. -Liz

Liz

Good morning maratsade, Thanks for the heads up and letting me know your troubleshooting methods so far. That is indeed unusual, our settings have been unchanged and should definitely not be popping up that survey every few minutes. Do you recall when this first started happening? -Liz

Liz

Hi pmcgaughan, I see it's your first post here, so welcome to the community! I appreciate you explaining what's happened so far. I pulled up your account to review what's been done so far and have escalated your case to our engineers here at corporate to get their input. I'll post back once I have any further instructions or updates for you. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎01-03-2023

Hi lakeland4, Thank you for your update! Our engineers are still working on this, thank you for this info, I'll send it over now. I'll keep you posted on any news or additional questions. -Liz

Liz · ‎12-27-2022

Good morning Vince, Thank you for your patience while engineering took a look at your site. They don't see anything unusual from their end. However if you are still currently seeing this issue, please do as you did last time and provide timestamps and dates for when you've observed the issue. Engineering added additional token data to your account to help. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎12-27-2022

Hi jackcmcd, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you. Thanks, Liz

Liz · ‎12-20-2022

Good morning kjani, Thanks for that confirmation. Yes, I'd try reaching out via the email address I provided, they can best handle rebate claim submissions, and hopefully they can have a look at the copy of your documents to see if they've received it. I'll also let our sales folks know about the certified mail requirement, it should be mentioned on rebate site and form if that is true. -Liz

Liz · ‎12-19-2022

Hi kjani, I see it's your first post here, so welcome to the community! I'm sorry to see this, I can understand how frustrating this is after all the effort you've put in for the rebate. When you said " hughesnetrebate.com which did not work", do you mean the website did not load at all? I can see why that happened, as there's an "s" missing from the url, it should be hughesnetrebates.com Do you recall where you got that link with the typo? I want to be sure that's fixed. Regarding your claim, did you ever reach out to hughesnetpromotions@email-360insights.com ? Also, when you said you called the rebate site, was this the number you used: 800-310-0540? Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎12-16-2022

Hi drh100, Thank you for your patience while our engineers worked to address this. Snapchat should now work with your Fusion service, as we've released a maintenance update, which includes a fix for your concern. If you have any other questions, feel free to drop by the community again. Thanks, Liz

Online Status	Offline
Date Last Visited	Thursday

About Liz

Re: (error 500.00.004)

Re: very poor performance

Re: No interent

Re: Usage History under the Usage Tab has stopped ...

Re: Survey pops up every few minutes

Re: very poor performance

Re: Time is being subtracted from my data plan dur...

Re: very poor performance

Re: Usage History under the Usage Tab has stopped ...

Re: (error 500.00.004)

Re: very poor performance

Re: Usage History under the Usage Tab has stopped ...

Re: No interent

Re: Unexplained data usage

Re: Survey pops up every few minutes

Re: Survey pops up every few minutes

Re: Within 30 days

Re: 50GB fusion service running very slow

Re: 50GB fusion service running very slow

Re: Upgraded to Gen5 and speeds are still extremel...

Got a minute? Get a gift card!

Re: Survey pops up every few minutes

Re: Survey pops up every few minutes

Re: 50GB fusion service running very slow

Re: Upgraded to Gen5 and speeds are still extremel...

Re: Time is being subtracted from my data plan dur...

Re: wifi with chromebook and chrome os

Re: HughesNet REBATE is false!

Re: HughesNet REBATE is false!

Re: SnapChat