About Liz

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

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 ... View more

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 ... View more

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 ... View more

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 ... View more

Good morning uscunited,    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 ... View more

Hi Gabe,   Thanks for the offer! That does sound interesting, how the mail forwarding works but not sending. I'll let you know if our e-mail admins need more info.   -Liz ... View more

Thanks, javapoppa! I received both of your PMs. I'll post back once I have an update for you.   -Liz ... View more

Hi javapoppa,    Thanks for reaching out, I can certainly look into this for you. Please private message me the full error message/e-mail in case I need to escalate this to our e-mail admins. Please include the e-mail addresses to which you're sending that's returning the error message.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz   ... View more

Hi Woody,   Thanks for the screenshot. I ran diagnostics on your site and the HughesNet equipment is running normally.    Does this happen in a different browser?   When did you notice this happening?   Have there been any changes to your system prior to your concerns?   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 on different computers/devices?   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.   Thanks, Liz   ... View more

Good morning uscunited,   Thank you for posting, I ran diagnostics on your site to make sure the HughesNet equipment is working normally and all looks good on our end.   What were you trying to do online that prompted running speed tests? Let's focus on that.   -Liz     ... View more

Good morning Robp1,   Thanks for reaching out and letting us know what happened recently. Thankfully that storm didn't affect your equipment, diagnostics aren't showing any misalignment with your dish; actually everything is working just fine on our end. The only thing is that, as you correctly stated, you're out of service plan data which is why performance has been affected.    Considering the number of devices on your network and your overall usage, you may want to consider upgrading to a larger service data plan.    Your data refreshes on the 11th, so your speeds will get back to normal then. Some customers opt for data tokens if they run out before the data refresh, so you have a few options available.   -Liz ... View more

Good morning Sharon,   Haven't heard back from you in a while, and our VOIP folks are seeing that there are received calls on your end now so looks like it's resolved. If you have any other concerns, feel free to drop by the community again! Have a good weekend.   -Liz   ... View more

Good morning Brian,   Thank you for letting me know the VDS option is back to normal now! Please don't hesitate to post again, your concerns are valid and I appreciate you bringing this particular one to our attention. The community is here to help or if you want to help others. :) I'll leave your thread open the rest of this week and close it at the end of the day Friday if you don't post back.   -Liz   ... View more

Hi Bugman2112,   Thank you for your patience while we looked into this for you. You are correct, we have implemented a variety of optimizations in an effort to improve network efficiency while many of our customers work and learn from home. Some of the adjustments may affect video streaming resolution, however you can temporarily opt out of this by snoozing your Video Data Saver feature when using streaming services.    So you should still have the ability to toggle VDS, it shouldn't be gone completely. I just checked your settings from my end and they're visible. If it's still missing for you, can you please provide a screenshot?   Thanks, Liz   ... View more

Good morning Michelle,   I hope you had a good long weekend. Looks like our e-mail admins couldn't see any errors in the logs, but we still want to get to the bottom of this, so we'll need some fresh info. Please check your PMs, I'll send you the instructions they sent me.   Your cooperation, patience, and understanding are much appreciated.   -Liz ... View more

Good morning Sharon,   I hope you had an enjoyable long weekend. Please test if you can receive phone calls now and let me know.   Looking forward to hearing back.   -Liz ... View more

Hi ampeloi,     I see it's your first post here, so welcome to the community! I hope Michael's suggestions helped. You can also check out additional tips here: https://www.hninfo.us/worktips   -Liz ... View more

Hi Sharon,   Thanks for posting what's happening. I've already pulled up your account to see what's going on, but everything on our end looks fine. You're still referring to your HughesNet Voice number ending in 03? Just want to be sure; your mention of AT&T threw me off as well.   To be clear it's just incoming calls that's the issue? I've gone ahead and re-escalated this to our VOIP team. Once I have any updates for you, I'll let you know.   Your cooperation, patience, and understanding are much appreciated.   -Liz ... View more

Hello dannielle84,   From your latest case with us I see that you reported an improvement in streaming, which is great! We'd like to make sure there isn't anything on your home network that may have led to the buffering in the first place, so please private message me the best contact number for you and your times of availability for a call.   Looking forward to hearing back!   Thanks, Liz ... View more

Hi stugguls,   Thanks for posting and sharing your experience, I can certainly look into this for you. I pulled up your account and ran diagnostics on your site and the resuls are green across the board--the HughesNet equipment is working normally.   Your Video Data Saver is on, which is designed to help conserve your monthly data as you stream. If you're trying to stream in HD while VDS is on, you may run into buffering, so set your video playback quality to standard definition.    If you really want to stream in HD, just snooze VDS to avoid buffering. Be mindful that streaming in HD will use more of your data much faster.   If you still have streaming concerns, please let us know on which site you're trying to stream.   Thanks, Liz ... View more

Good morning Michelle, thank you for this update and screenshot, I'll send this over as well!   -Liz ... View more

Hi dannielle84,   Engineering will reboot your modem at midnight tonight as part of this test to improve your streaming. Tomorrow, please monitor your streaming performance and let me know if you see any significant change.     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz   ... View more