About Liz

Hi,   “Web Acceleration Not Supported” is a normal condition.  Hughes continuously updates configuration and technology to maximize user performance.  Web Acceleration technology developed by Hughes accelerates non-secure (HTTP) web browsing by pre-fetching certain content, minimizing the impact of the round-trip delay over the satellite.  However, the vast majority of web content is now secure (HTTPS), so Web Acceleration has no benefit for most web browsing. Hughes is turning down the Web Acceleration components in certain areas to evaluate the performance impact, if any, as part of our normal network maintenance and optimization.   -Liz ... View more

The solution is to upgrade your HughesNet service so that you can more easily manage your tokens. I think the Home plan speeds are too slow to handle the MyHughesNet site, where the Service Tools page now lives, which is where you have to go to manage your tokens.   If you can manage to navigate to the Shop/Upgrade section of this site, you can upgrade to Gen 5 yourself online, or you can call in to upgrade.   Some basic info about the Gen 5 upgrade to consider:   If you want to purchase the equipment to avoid the monthly lease fee, as you are currently, we'll waive the $100 equipment cost. You'll just have to pay the $200 installation fee. Afterwards, if you want the 10 GB plan, that's ~$60 a month. There's actually a promotion where it's $10 off every month for the first 6 months. A 24 month service commitment is required.   Upgrading to Gen 5 is the only way to get the latest modem, it will not work with your legacy plan.   -Liz     ... View more

Hi mattbritt,   Thank you for this update. I would consider upgrading to Gen5 if you want to remain with HughesNet.   From what I can see, you're on the Home plan for ~$60 which offers a daily allowance of 200-300 MB or so and max 1 Mbps in download speeds. For about the same price, there's our 10 GB plan: 10 GB to use whenever you want, plus an additional 50 GB to use during off-peak hours 2am-8am with speeds up to 25 Mbps. Learn more about Gen 5 and give us a call any time at 866-347-3292 to explore your options and upgrade.   -Liz ... View more

Hi mattbritt,   Thank you for your patience while we looked into this for you. You should be able to log into https://my.hughesnet.com/myaccount with your mattbritt account to view and manage your usage and tokens.    After you log in, navigate to  My Account, then Usage.     Click on the Buy Tokens button to view and use those free tokens you already have. First you'll have to verify your SAN and zip code before you get to this screen:   Hope that helps. If you have any concerns, please let me know.   Thanks, Liz ... View more

Good morning mattbritt,   We're looking into this for you, no need for a diagnostic. I'll post back once I have an update or questions for you.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Thank you for these details, that helps greatly mattbritt! Let me look into what we can do for you. In the meantime, I can tell you what your token status is, and currently you don't have any token bytes available, but you do have 6 tokens ready to activate as necessary.   -Liz ... View more

Hi folks,   If there is no more assistance required of the community here, I'll go ahead and close this thread. Otherwise, if you want to work with the community to resolve your concerns, please start a new thread. Thank you.   -Liz ... View more

Hi mattbritt,   I'm glad you found the community, thank you for posting. I'd like to be certain of the issue; please let me know which URL you usually access to check your usage and token status. You stated you check for Download Allowance Status, just want to be sure we're on the same page.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Good morning lawdogillinois,    Thanks for reaching out. I pulled up your account and saw that you've already called in and had a site visit scheduled for this Friday to address your concerns. I hope it goes well! Feel free to contact us again if you have any other concerns.   -Liz   ... View more

You're welcome! Yes, you can call in to sign up under your own name. The rep will see that there's already service at your address and ask to confirm if you want to proceed. Just be sure to keep track of the old modem, modem cable, and radio; don't want the installer to take any of it by accident.   For reference here's the return guide so you can see how and what to return.   -Liz ... View more

When a lease contract ends, the system expects the equipment back, it's to avoid the $400 unreturned equipment fees.    -Liz ... View more

You'd only have to return the modem, modem cable, and radio (the thing attached to the arm on the dish). The installer can reuse the dish.   -Liz ... View more

Good morning realmenow,    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 ... View more

Good morning arielgipson96,   I see our executive customer care folks are taking care of you now. Our other internal teams are working to address this EBB issue for you. The ECC rep handling your case should keep you updated moving forward.   Thanks, Liz ... View more

Good morning GTMotel07,    We're closing this thread since we never got a reply from you. Gabe's suggestions are a good step to figuring out your unidentified data usage and keeping track moving forward. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   Thanks, Liz ... View more

Good morning PHadsock45,   I see the technician came and replaced the radio during the site visit. Haven't heard from you in a while so I hope all is well; I'll go ahead and close this thread. If you have any other concerns, please don't hesitate to contact us again.   Thanks, Liz ... View more

Good morning amyj67074,    Just following up on your site- I see the tech completed the visit and restored connectivity. Feel free to drop by the community anytime if you have other concerns.   Thanks, Liz ... View more