About Liz

Liz

Good morning crystals, Glad to see you're back online. If you have any other concerns, feel free to reach out again. -Liz

Liz

Good morning Tim, Wow! We really appreciate you being a HughesNet customer for so long! It's my pleasure to help you. April 4 is the last day you've paid for, but I do see a charge for tokens ($25.06). As long as you request an immediate cancellation before April 5, you'll just be charged for that token purchase. -Liz

Liz

Hi Tim, Thanks for reaching out, I'm sorry to hear this, I can certainly look into this for you. I pulled up your account and don't see any case indicating that your service is terminating on April 5. You'll have to call in to cancel your service, and I suggest specifying you want an immediate cancellation (as opposed to waiting until your billing cycle is up). Once your service is terminated, then our system will automatically send you the lease return kit for you to ship back the equipment. As for the extra HN7000S modems, no need to return them. Please let me know if you have any other questions. -Liz

Liz

7% of subscribers are on the 50 GB plan, not 17%. -Liz

Liz

Hello Ryan, Thank you for posting and starting an interesting discussion. To put things to rest, I floated your question to our top tech person and he confirmed that only ~7% of our subscribers are on the 50 GB plan, so there's not much market demand for a higher plan. Not so say we won't ever roll out new plans, but should that be in the works and we're allowed to annouce any new plans, you'll hear about it. -Liz

Liz

Great, thanks for letting me know. Have a great rest of your week! -Liz

Liz

Good morning SockelL, I see it's your first post here, so welcome to the community! Is your name still not updated now? I'm not seeing where it isn't, so if something still appears incorrect, please take a screenshot of where the name hasn't updated and send the screenshot privately to me. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Good morning sanderlay1, Thanks for posting. I ran diagnostics on your site-- all is running normally and there's nothing of significance we need to address. Of course, should you encounter any performance issues in the future, feel free to reach out again so we can have a look. -Liz

Liz

Good morning flo257, Thank you for this information, that is interesting. I'm not seeing anything on the backend indicating any issues with your HughesNet address, particularly if it was suspended for spam, but that didn't happen, the account is active. The only other clues as to why the messages aren't going through would come from error messages/bounceback emails received by the sender. Those indicate reasons as to why mail was undeliverable or a sender unreachable. -Liz

Liz

If you don't want to wait for the tech to call you first, you may contact your local dealer at 877.585.3548 to discuss your appointment; please refer to FSO 11227903. Thanks, Liz

Liz

Hi RootedFuture, 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: Monday, Mar 22, 2021 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

Hi crystals, Thank you for reaching out. 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: Tuesday, Mar 23, 2021 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

Hello Kcraw, 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

Hi Amy, 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 sgtUSMCe-5, 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 folks, Thank you for bringing this up. I escalated this to our email admins and they have resolved this; your email contacts should be restored, can you please confirm? Thanks, Liz

Liz

Hi flo257, I see it's your first post here, so welcome to the community! Thanks for reaching out, we can certainly help. Do you know if that specific sender received any error messages on their end, in the form of bounceback emails? It would give us a clue as to why their emails aren't getting through to you. Some other questions that would help us out: Is that sender trying to email your @Hughes.net address? Can that sender successfully email your Gmail address? Have they ever been successful in emailing your @Hughes.net address? Have they ever been successful in emailing your Gmail address? If they are also unable to email your gmail account, it seems like it's not solely a HughesNet issue. Perhaps the sender should double-check the email address(es) they're entering to ensure the mail is delivered successfully. -Liz

Liz

Hi MSmith, Thank you for your update, this is helpful. I've dispatched 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: Saturday, Mar 20, 2021 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

Thanks for letting me know, Maui1957! The engineers would agree to that; I'll keep your thread open as long as you need. -Liz

Liz

Hi owenwalsh, I'm glad you found the community, thank you for posting (although it's not needed to post the same issue in multiple boards, just the one appropriate board will suffice). We currently have no plans to carry surplus data into the next month, but should that change we will let you know. We really appreciate you taking the time to share your feedback, I'll send this up to manangement. Thanks, Liz

Liz

Good morning pentangle, 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 JosephDee, 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 case number or detailed explanation so we can better assist you. Thanks, Liz

Liz

Hi nitaclay, Thank you for your patience, I just got off the phone with our e-mail admins, got a top guy looking into your account and seeing what we can do for now. In the long term, our e-mail admins have already been testing out a different spam control which has been looking a lot more promising than the current one. We will likely see this new one implemented soon, so I hope to see a significant difference by then. -Liz

Liz

Hi Amy, I see it's your first post here, so welcome to the community! I'd like to look into this for you, do you have a case number for me to pull up? -Liz

Liz

Hi Kcraw, Welcome to the community and thank you for reaching out to us. I'd like to assist you, please private message me your SAN (account number) or the associated phone number so I can run diagnostics on your site. Thanks, Liz

Liz

OK great, looking forward to hearing back! -Liz

Liz · ‎03-12-2021

Hi wgrobison1, Thank you for this update, glad to hear it! Have a good weekend! -Liz

Liz · ‎03-12-2021

Good morning PilotOR, 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 · ‎03-11-2021

OK great, just making sure there wasn't something unusual happening with your system. Glad to hear that email loads fine. So all we have left is the email contacts matter. I'll keep you posted on that once I get any questions or instructions from our e-mail admins. Your patience and understanding are much appreciated. Thanks, Liz

Liz · ‎03-11-2021

Hi wgrobison1, That's great! I see that the wifi is off now, so you can use your Cisco-Linksys router with no threat of interference from the HughesNet's own wifi network. The purpose of eliminating that source of wifi interference is to see if it improves the speed of your email access. So, when you try to access your email, how is it now? Does it still seem unusually slow? Your concern about the e-mail contacts is a separate matter, which I've already escalated to our e-mail admins to review. I have not heard back from them yet, but once I do, I will let you know. Until then, let's see if we can resolve this slow email access you initially brought up. Currently, your diagnostics show that you've got rain in your area, are you experiencing severe weather? If so, could it have maybe blown something in the way of or at your satellite dish? Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

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About Liz

Re: Transmit light flashing, no system light

Re: return modems

Re: return modems

Re: data token question

Re: data token question

Re: Change name on billing

Re: Change name on billing

Re: Satellite Receive Signal Strength

Re: Not receiving specific email

Re: How do we run diagnostics?

Re: How do we run diagnostics?

Re: Transmit light flashing, no system light

Re: No internet/ modem only lights up with power, ...

Re: In escalation bleep

Re: weak speed

Re: contact list

Re: Not receiving specific email

Re: Web acceleration issue

Re: Slow Speed HELP

Re: Usage of excess montly DATA

Re: Erratic speeds and poor connectivity

Re: Device isn't registered with service provider?

Re: Solution is not a solution for spam emails

Re: In escalation bleep

Re: No internet/ modem only lights up with power, ...

Re: Slow Speed HELP

Re: VERY slow email access

Re: System light off

Re: VERY slow email access

Re: VERY slow email access