About Liz

That IS interesting. So it sounds more like the HughesNet home page where you click on the My Email link is the main issue then?   -Liz ... View more

Thank you hooterville!   Let me escalate this to our devs for their input.    To clarify, is it just webmail that's loading this slowly for you or are all sites taking about this long?   At what point do you stop waiting for webmail to load and hit refresh to get it to finally load?   -Liz ... View more

I got your message, todreich, thanks! Please check your PMs.   -Liz   ... View more

Good morning kitnbob,   Thank you for this info, this is good. I've sent this over to our VOIP team for their input. I'll keep you posted.   Thanks, Liz ... View more

Thanks Gabe, good catch! I thought the Network tab was shown by default as it tends to show for me whenever I pull up the dev tool panel.   -Liz ... View more

Hi kitnbob,   Our VOIP team can locate the calls for those timestamps you just sent. Can you see these in the call records section of your HughesNet Voice self-service portal? It's the same site where you can manage you voicemail.   If not, please let me know which internet browser you're using to access your Voice portal.    Try other browsers to see if the issue persists.   If you're using Chrome, try viewing in incognito mode to see if that makes a difference.    As I anticipated, the VOIP team would like you to test calling your Voice line so that we have an example of a successful call. Then check if you can see it in your call records in the portal. If you don't see it there, let me know of that call's timestamp so we can double-check.   Thanks, Liz ... View more

I see, thank you kitnbob! I've relayed the latest data to the VOIP team. They wanted to ensure whether the calls were actually being completed or if there was an error. We'll see if the info we provided is enough, but if not, I may ask you later to test calling your VOIP number and picking up to confirm that a call can be received normally, and also see if that received call is logged in the call records.   -Liz ... View more

Good morning todreich,      I see it's your first post here, so welcome to the community! Thanks for working with the community so far with those speed tests. I'd like to run diagnostics on your site to ensure the HughesNet equipment is working normally, so please private message (PM) me your account number (SAN) or the phone number associated with the account.   What prompted you to run speed tests in the first place? Were you trying to stream? Do general web browsing?     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Good morning hooterville,   Thanks for posting. Webmail is loading too slowly again? To get the load time via the developer tools you have to navigate to the site and reload it after hitting F12 to bring up the developer tool panel.   So when you first navigate to webmail, you can click the X or stop button to stop it from loading, since you want to have it load while the developer tool panel is open to record the loading activity.   After opening the developer tool panel, hit the F5 button to reload webmail. You may have to wait a bit before the load time is shown. I apologize my previous screenshot wasn't clear enough to show where to locate the load time, here is another: (You can click this picture to make it bigger.)     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Good morning kitnbob,   Thank you for the PM, I received it with the timestamps. To clarify, all these timestamps were off your phoneset, the CL4940, correct?   Edit: Got a quick turnaround from our VOIP team. They would like for you to replicate this issue so they have something more recent. Let me know of that attempt's timestamp. Then tell me how that call resulted; was it successfully made and could be answered or did an automated voice answer instead? If the latter, what did the voice say?   Thanks, Liz ... View more

Hi kitnbob,   I can certainly look into this for you. So you're saying that since dialtone was restored, you've had some calls which weren't logged in your call records? Do you have timestamps of those missing calls?   If not, moving forward, please take note of the timestamps of the next incoming/outgoing calls you can and compare them to your call records. PM me those timestamps and numbers which are missing from the call records so I can send this over to our VOIP team for a deeper dive.     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Good point! Haha!   For some reason I thought there was an alternative number on file for you. I will private message you the phone number of your local dealer assigned to this visit so that you may reach out to them.   Thanks for letting me know.   -Liz ... View more

Good morning Pete_Vit,   Thank you for letting me know! Yes, always good to keep marking the few that get through, it helps our spam controls learn and improve.   I'm also glad you mentioned the folder notification matter, I'm actually working on that now with GabeU since he also is experiencing the same thing. I'll include you on the case so our e-mail admins can address.   -Liz  ... View more

Good morning kitnbob,   Thank you for this update, that was unexpected. If everything is working well and you don't think you will be needing the site visit tomorrow, you can cancel when your assigned local dealer calls to confirm the appointment.   -Liz ... View more