About Liz

Liz

Good to hear, Rob. I don't know what happened with the sites, but whenever in doubt, just reset things. So let's troubleshoot the dropped calls. Are the calls dropping after a certain duration? Are the dropped calls occurring on all calls you're making or receiving? If not consistent on all calls, what is the phone number of calls where dropped calls occur (please just privately message me this information). Just to be clear, regular internet browsing is fine? Are you using a corded or cordless phone? Do you have another phone to test? At your convenience, please private message me the phone number, date, and time of the dropped call(s). Please also test making calls when the ATA is the only device connected to the HughesNet modem; let me know if dropped calls still persist. Your cooperation, patience, and understanding are much appreciated.

Liz

Good morning rexroden, I made an adjustment to your account so that you may be able to access your e-mail, but it will take time to propogate in our system. It should definitely be synced by tomorrow, but I'll also check later in the afternoon if your e-mail accounts are active again sooner. Your cooperation, patience, and understanding are much appreciated.

Liz

Good morning Anthony, Please check your private messages (PM) in the top right corner of the community page, I'll send you a PM to further address your concerns.

Liz

Good morning Rob, Thank you for your update on the site visit. I just ran diagnostics on your site and the equipment is working normally; the modem currently is getting 30+ Mbps down. The only thing of note is that there is rain in your area which may affect performance. I also checked the line status of your phone, it was fine, but I reset the line for good measure. Please tell me more about the HughesNet Voice experience so we can better troubleshoot. Please also give more detail about Dropbox, OneDrive, and the AppStore. Are you saying that all other sites you browse are fine, it's just these three? Do these sites load at all? Or can you not log into them? Tell me what you are trying to do and where you run into trouble. What error message are you getting? (Screenshots would help, here's how to do them: take-a-screenshot.org) Does disabling Web Acceleration make a difference? (Enter 192.168.0.1 in your browser then follow the steps here to find where to toggle Web Acceleration: http://hninfo.us/WAS) Does this happen in different browsers? Does this happen on different computers/devices? Does this happen on a non-HughesNet connection? Does this happen even after clearing your browser cache? (How-to here: refreshyourcache.com) Does power cycling your modem make a difference? (Unplug the HughesNet modem's power cord from the brick for 30 seconds before replugging.) Does this happen even when directly connected to the HughesNet modem? Does power cycling your router make a difference? Does power cycling your computer make a difference? Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.

Liz

Hi Anthony, I'm glad you found the community, thank you for posting, I appreciate you reporting that the e-mail service is still not working for you. I'll let our folks know. Once I have any news to share regarding that, I'll post back. About the e-mail migration from your old SAN to your current, I'm checking in our e-mail system and that part appears to have been completed. Regarding resetting the login so you can access it, let me escalate this to our admins. I typically would be able to do this, but for some reason that particular e-mail not currently showing up for me to manage. Since everyone else has gone for the day, we won't have movement on this until next week. I'll keep you posted on this too. Your cooperation, patience, and understanding are much appreciated.

Liz

You're welcome, Ricky. Have a good weekend!

Liz

Hi Ricky, I was given assurance that you won't be charged for not activating your ATA, especially since I see that the ATA is active. If anything odd happens, just let me know.

Liz

Hi Rob, Did changing the iMessage tone help?

Liz

Good morning fwmi, Just checking in on your site and I see the tech visit was completed successfully. Feel free to drop by the community again if you have any concerns.

Liz

Good morning LindyB, 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.

Liz

Good morning gaines_wright, I'm still concerned about that red error so I'll definitely put in a ticket about that. As for the formatting, did you happen to go into the HTML editor by clicking the HTML tab? By default everyone should be composing their posts in rich text. Or did you copy and paste from somewhere into the compose field? If you copy something already formatted, and try to post it in here, you can get unintended effects. To make sure you're posting just text without any invisible formatting code, you can first paste the content into Notepad, then copy and paste from there.

Liz

Good morning pacetree, Thank you for bringing this to my attention. I've closed the only open RMA on your account. It may take a day to propograte through the system so I'll check back tomorrow to make sure everything is squared away. Your patience and understanding are much appreciated.

Liz

You can also look into e-cyling your equipment: http://www.eiae.org/

Liz

Good morning Rob, I just pulled up your account and it looks like they've already confirmed an appointment with you last night? Install Date = 10/05/2019 PM (14:00-17:00)

Liz

So we don't further derail Rob's thread here, if anyone needs a tech, everyone needs to call 866.347.3292 to troubleshoot and determine whether a site visit is necessary. Only HughesNet agents can create work orders in our system for techs to go onsite.

Liz

Good morning js20692, Thank you for your patience while our engineer is investigating. So far no resolution yet, but he was able to reproduce the issue with sending a video on iOS 12. I'll post back once we have any news to share. Your patience and understanding are much appreciated.

Liz

Me too, glad to hear it.

Liz

I'm glad you're finding our community useful, it is after all a resource for our HughesNet subscribers. So yes, easiest thing to try is to just change the iMessage tone to anything other than the default and you should be fine.

Liz

Hi Rob! Interesting that you bring this up, we've actually seen this issue before where the tone of the iMessage notification somehow causes an active HughesNet call to hang up. If the iPhone is on silent and a text is received, does the issue persist? Alternatively, try changing the notification sound to see if that makes a difference. Edit: Found the original thread where this issue happened. Looks like it's the default iMessage tone is the cause: https://community.hughesnet.com/t5/Tech-Support/Voice-disconnects-when-receiving-an-iMessage/m-p/84470

Liz

Good morning Robp1, Thanks for reaching out, I'd like to help. I've created a dispatch instructing the assigned local tech to move your dish to a pole mount. The tech will reach out to confirm the visit, so you can use that opportunity to schedule it to your convenience. Please let us know how the site visit goes.

Liz

Good morning Robp1, Thank you for offering a suggestion! Looks like part of your message got inadvertently bleeped out. I'm sorry, our profanity filter has been wonky lately. Could you try reposting what you were trying to convey? If you keep getting bleeped, you might have to resort to taking a screenshot of your message and posting it has a picture instead.

Liz

That's understandable, Ricky, I'm sorry about your phone experience. Our e-mail communications person is looking into this for you.

Liz

Hi bmooreu, Thanks for posting. There aren't any settings I can tweak for you, but I can send your feedback over to our email admins. In the meantime, here are some tips on combating spam. Looks like you're already doing at least one of them by indicating which ones are spam: https://www.makeuseof.com/tag/gmail-stop-spam-emails/ As for creating filters, as suggested in the link above, here are instructions on how to set up filters in webmail: http://premiums.hughesnet.com/support/email/advanced/creating_filters.htm

Liz

Hi Ricky, Thanks for posting. I pulled up your account and I can also confirm that your VOIP service is active in our system, yet those e-mail have gone out. Let me check with our VOIP folks to see what's going on with that; I don't see why those e-mails should be sending. BTW, the community ranks are not just based on length of membership, which is why newer members may outrank those who have joined earlier. Your patience and understanding are much appreciated.

Liz

Good morning bkd, I'm glad you found the community, thank you for posting. I pulled up your account to investigate your concerns and I see that this morning you've already confirmed an appointment for tomorrow with your assigned local dealer. Good to see that. I hope your site visit goes well.

Liz

Hello 2unhappy2, I see it's your first post here, so welcome to the community! I can certainly address your concerns. After reviewing your case history, it looks like our phone agents already explained a couple times that the latency inherent in satellite technology causes the delay in the HughesNet Voice service. However, 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. This site visit will improve your overall internet performance, and perhaps your Voice performance as well, but it will not completely eliminate the delay. Your dispatch is currently scheduled for our earliest available slot: Tuesday, Oct 1, 2019 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. I hope it goes well.

Liz

Thanks for sharing mcdruid! Glad that solution is working out for you. I'm going to move this to our 3rd Party Products board.

Liz

Good morning LindyB, Welcome to the community and thank you for posting. What Gabe said is correct, if our diagnostics tools don't show a need to send a tech, then we won't do so. I've checked just now and your HughesNet equipment is working normally. I just see that you're currently out of your monthly data so your speeds are reduced. Even when you had data, I saw that when you ran testmy.net speed tests with one of our phone agents last Thursday, the speeds were OK; certainly enough to stream movies or do other internet activities. I did notice a DirecTV device hooked up to the HughesNet modem, that can use up a lot of data in the background so I suggest unplugging it when not in use.

Liz

Good morning Debbiew, Thank you for your patience while I worked on your account. Your service is now active again so you should be able to cancel. Give us another call at 866.347.3292 to start the process.

Liz

Good morning DannyTitanium, 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.

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Date Last Visited	Wednesday

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