About Liz

Liz

Good morning Justin, Welcome to the community, thanks for posting! We can certainly address this for you. 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: Thursday, Jun 25, 2020 between 11:00 AM-02:00 PM . The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes. Thanks, Liz

Liz

Good morning EMZ, Thanks for the full error message, this is certainly helpful! So to be clear, if you send an e-mail without attachment to the same e-mail address, it sends successfully? Please private message me the e-mail address(es) to which you're trying to send e-mails with attachments, the e-mail address from which you're sending, as well as the full error message. Are you trying to send via webmail or are you using a third party client like Outlook to manage your HughesNet e-mail account? Since you said this started about two weeks ago, sending e-mails with attachments to that particular e-mail address used to work at some point? Do you recall any changes to your system/settings two weeks ago? Looking forward to hearing back. Thanks, Liz

Liz

Good morning Connie, I see it's your first post here, so welcome to the community! I was able to pull up your account and review your case notes, looks like the tech attempted reaching out to confirm the site visit. Currently it's tentatively set for the 23rd. This community is geared towards residential customers, so as a business customer, our business support line can best assist you with any further concerns: 800.347.3272 Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Hi dmire44, Just checking in on your site and I'm glad to see it's back online after this morning's site visit! If you have any other concerns, please don't hesitate to drop by the community again. Have a great weekend! -Liz

Liz

Good morning BigD55, Thank you for working with maratsade so far in providing this information, this helps. 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: Monday, Jun 29, 2020 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes. Thanks, Liz

Liz

Good morning Bishop, 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

Good morning javapoppa, Thank you for your patience while your case is being investigated. Our e-mail admins currently have access to your e-mail account so they can try to reproduce what you're seeing. I'll let you know once I have any updates on their progress. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Woody, I ask if the issue persists in a non-Firefox browser, as the root cause may be Firefox-related. Please let me know at your convenience. Your cooperation, patience, and understanding are much appreciated. -Liz

Liz

Hi dmire44, I see it's your first post here, so welcome to the community! 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: Friday, Jun 19, 2020 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes. Thanks, Liz

Liz

Yay! Thanks Gabe. :D Please don't hesitate to drop by the community again, DJ99, if you have any other concerns. Be safe! -Liz

Liz

Hmm, I'm looking at your latest bill and the only charge is for the $27.74; that's the total charge on this bill. Can you please let me know what you're looking at that shows otherwise? Please private message me a screenshot of what you're referring to, I'd like to make sure we're on the same page. For your reference, here's how to take a screenshot. Thanks, Liz

Liz

Yup! This has been resolved by now, so I double-checked your site and can see you're back online. If you have any other concerns, please don't hesitate to drop by the community again! -Liz

Liz

Hello! Glad to see you were able to change your service plan online! There's no need to wait to change, one can change plans at any time during the billing cycle. If in the middle of a cycle, then prorated charges and credits will apply, which happened in this case. Since you changed plans so close to your billing date, you had a little prorated charge for the new 10 GB plan on top of next month's charge for the 10 GB plan, and you had a little prorated credit for the old 50 GB plan. Then you also have a promotional discount which brings everything down significantly, so that's good! Hope that clears things up. You can view a breakdown of these prorated items in your latest bill by following these steps: http://hninfo.us/viewbill Then open the bill and click the "Account Charges" link in the bottom left corner. Hope that clears things up! -Liz

Liz

Good morning moondancerplan, 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

Good morning Bigquiet1, I see it's your first post here, so welcome to the community! I pulled up your account to address your concerns and looks like performance is degraded at your gateway. Our engineers are already addressing this and verifying the fix to restore connectivity. Your patience and understanding are much appreciated. Thanks, LIz

Liz

Good morning Woody, Please try using a non-Firefox browser and let me know if the error persists. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Good morning MunkMan, That's wonderful to see, thank you for updating us on the tech visit! Glad to have been able to help, don't hesitate to drop by the community again if you need anything. -Liz

Liz

Good morning grungerock83, 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

You're welcome, looking forward to it! -Liz

Liz

Sure thing, jpass12. Checked twice and still no communication with the site. This can happen after an outage. If power cycling the modem and ensuring the coax is secured doesn't restore connectivity, most likely we'll have to send a tech over to review the siite and replace parts of the equipment as needed. We'll cross that bridge when we get to it. Please post again in the community whenever you've physically checked the site and are unable to get back online. -Liz

Liz

Thanks for your feedback, I can certainly send that along to the appropriate department. Whenver you do get on site to check the system and power cycle the modem, feel free to drop by the community again if you need additional help. -Liz

Liz

Good morning jpass12, I see it's your first post here, so welcome to the community! While subscribers don't have the ability to remotely access their HughesNet system, I can certainly check in on it for you. Looks like the site is inaccessible right now, so I'm unable to reset the modem. Best thing is to have someone on site to ensure the modem is plugged in then power cycling the modem. -Liz

Liz

Good morning civildefense, Thank you for posting and including that last bit in your post. You are correct, we lock accounts if that many different credit cards are used within a year for security reasons. Let me get this case over to our corporate team which handles these sorts of issues to address. Please private message me your name, phone number, and e-mail address so that I can give it to that department. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Good morning ALHill, Got a quick turnaround on your case! Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns. Thanks, Liz

Liz

Hmm that is interesting. Thanks for letting me know, Gabe! -Liz

Liz

Hi moondancerplan, I see it's your first post here, so welcome to the community! I can address this for you and have already pulled up your account to reset the voicemail PIN. Please unplug the power cord from the back of the ATA and replug it after 30 seconds. Then try accessing your voicemail with the same temporary PIN that the agent you last spoke with gave you. Please let me know if that works. Thanks, Liz

Liz

Hello ALHill, Thanks for dropping by again, let me look into this for you and see what we can do. I'll post back once I have any updates. Your patience and understanding are much appreciated. Thanks, Liz

Liz

Thanks, Woody. Do you get the same error in a non-FF browser? Disable Web Acceleration when you encounter the error and let me know if that makes a difference. Let me know if this happens on different computers/devices at your convenience. Let me know if this happen after clearing your browser cache. -Liz

Liz

Good morning javapoppa, Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns. Thanks, Liz

Liz

Thanks for letting me know! Your dispatch is currently scheduled for Friday, Jun 12, 2020 between 02:00 PM-05:00 PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. I hope the visit goes well! -Liz

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Date Last Visited	yesterday

About Liz

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