About Liz

Liz · ‎06-07-2021

Good morning erehwontsol, Thanks for posting, you're already on the right track with keeping an eye on https://www.hughes.com/EBB Hughes has applied to participate in the FCC’s Emergency Broadband Benefit program, and we are waiting for approvals by the USAC (the Universal Service Administrative Company). That's all the latest we have so far, we're waiting ourselves. -Liz

Liz · ‎06-04-2021

Hi Brosen, 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 · ‎06-03-2021

Most state codes are transitory and our general rule of thumb when investigating is that we don't dig in to details like this unless there is a problem that points us there. So if your internet is working fine, it's all good! -Liz

Liz · ‎06-03-2021

Hi Koser18, Glad you found the community. Best to focus on how your internet service is performing. Is it working well? Or are you now finding certain internet activities challenging? What's the issue? -Liz

Liz · ‎06-03-2021

Thank you for this update, glad to hear it! -Liz

Liz · ‎06-01-2021

Hi Rshbennet2143, 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 · ‎06-01-2021

Good morning jpb1776, I'm glad you found the community, thank you for posting all this information and what you've done so far. This definitely speeds up the escalation process so I've already sent this info up and asked for input from our engineers here at corporate. I'll let you know what I find out or if they have any questions for you. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎06-01-2021

Good morning hk2001, Thanks for posting! I can certainly address this for you, so I pulled up your account and can see the cancellation confirmation case. You're still set for a standard cancellation, which means the service will cancel at the end of your billing cycle. So on the 9th you will get the final billl, which in your case shouldn't have any charges so long as nothing extra is purchased from now until then. For example, if someone canceled before the end of their billing cycle, their service won't terminate until the end of the cycle. If the person is still using the service up until then, and buys a token, that token fee will appear on the final bill. Hope that clears things up. -Liz

Liz · ‎05-27-2021

Good morning sli-er_15, Glad to see the token redemption works now! With your plan, you'd only be able to use the token if you're being subject to the Fair Access Policy, as there's no banking of token data. -Liz

Liz · ‎05-27-2021

Great! Thanks for confirming, Ricky! -Liz

Liz · ‎05-26-2021

Good morning Hopesa87, I'm sorry for any confusion you experienced. I've switched you back to invoice billing and waived the first month of the invoice fee. As I explained before, it seems like you inadvertently switched to autopay when updating/adding a credit card online back on March 18. If you update your card online, please ensure the option to keep your payment info saved for future billing is UNCHECKED. I don't think we send an email confirmation if one switches to autopay, but I can certainly send that to the appropriate department as a suggestion. If you submitted a BBB claim, any further concerns about this matter will be handled by our executive team within the prescribed deadline. Thanks, Liz

Liz · ‎05-26-2021

Good morning sli-er_15, Thank you for your patience, this was fixed yesterday. Can you please confirm? -Liz

Liz · ‎05-26-2021

Good morning Ricky, The issue with the service plan site should be fixed now. Can you please confirm when you have a chance? -Liz

Liz · ‎05-25-2021

Glad to hear that, Rshbennet2143. What do you mean it takes longer for a call to make connection? Do you mean there's an unusually long period of silence from after dialing the number to when you hear ringing? I'd like to make our VOIP team aware. -Liz

Liz · ‎05-24-2021

Hi sli-er_15, Thank you for reaching out and describing what you tried and including that screenshot. That helps a lot, so let me inquire with our folks internally. I'll let you know what I find out. Your cooperation, patience, and understanding are much appreciated. -Liz

Liz · ‎05-24-2021

Hi Rshbennet2143, I see it's your first post here, so welcome to the community! Thanks for reaching out, I can definitely look into this for you. Please check the label on the ATA and let me know what the MAC address is so I can confirm that's what's in our system. If there's a discrepancy, that can be a cause for the inability to make calls. The MAC address would look like a series of numbers and letters separated by colons, like this: 00:1B:44:11:3A:B7 Looking forward to hearing back. -Liz

Liz · ‎05-24-2021

Hi JOETREE, I see in your notes you've called back in and indicated that your phone's working now. Glad to see that! If you have any other concerns, feel free to contact us again. -Liz

Liz · ‎05-24-2021

Hi Hopesa87, Thanks for reaching out again. I asked previously if you recall updating your credit card info online on March 18, 2021. In our records, that date is when the account was switched from invoice to autopay. I'm thinking what happened was when updating your credit card or adding a card, the option to save that card on file for future payments was left checked. As the others mentioned, if you want to revert to invoice billling, just let me know before the weekend and I can do that and waive a month of the invoice fee. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎05-20-2021

Hi Hopesa87, 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. If you need to switch to invoice billing, please call, chat, or e-mail us for assistance with that process. Thanks, Liz

Liz · ‎05-20-2021

Good morning 1988minicoopers, 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 · ‎05-19-2021

Uh oh, no I haven't received any other PM. -Liz

Liz · ‎05-17-2021

Hi JOETREE, Thank you for your patience while our engineers look into this. They've setup another config for your system to use, please power cycle the ATA (unplug from power, wait 30 seconds, replug) to allow it to download the new config. Once you've power cycled the ATA, please reply to confirm so I can let engineering know so they can start monitoring. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎05-17-2021

OK thanks! I'm escalating this along with the screenshots to see what's up. I'll keep you updated. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎05-17-2021

Hello Hopesa87, I'm glad you found the community, thank you for posting. I pulled up your account to investigate and I do see that you normally did pay on your own, not relying on autopay. This was until March 18, 2021, the payment option was switched to autopay. Do you recall making this change online? Did you update your credit card information around that time? That might explain why autopay is enabled now; looking at your case history, there's no support case that corresponds with that date, so it wasn't a customer service rep who made the switch. I can certainly put you back on invoice billing again which will take away the $5 savings that come with autopay, let me know if you want me to go ahead with the change and I'll do that for you. I'll also waive this month's invoice fee. -Liz

Liz · ‎05-17-2021

Thanks Ricky! OK that is unusual, from the screenshots, it appears that despite selecting the $59.99 option, the $49.99 option ends up in your cart, hence the commitment disclaimer. This happens every time? -Liz

Liz · ‎05-17-2021

You're welcome! Looking forward to hearing how it goes. If you're indeed seeing that a new commitment will be applied, I'll run this by our marketing folks, because that doesn't sound right. -Liz

Liz · ‎05-17-2021

Good morning rochellem, It's been a while since we last heard from you, so we will close this thread. I hope maratsade's suggestion helped. If you have concerns regarding your HughesNet service, please start a new thread and include a detailed explanation so we can better assist you. Thanks, Liz

Liz · ‎05-17-2021

Good morning Ricky, Thanks for reaching out and providing that screenshot, that makes sense- if you switch to another plan without taking any special offier, that shouldn't start up a new contract. I also checked on my end, if I were to change your plan to the 10 GB with no offers, there's no disclaimer about a new contract. I only see the disclaimer if I opt for the 10 GB plan with the special pricing. Can you please provide a screenshot of the page that gave you a red flag and caused you to back out of the plan change? -Liz

Liz · ‎05-14-2021

Good morning choppergeoff, 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 · ‎05-12-2021

Hi Carmen, Thanks for posting the error message, that helps. Have you tried searching that particular Windows Live Mail error? -Liz

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Date Last Visited	10 hours ago

About Liz

Re: Lifeline - Emergency Broadband Benefit - when ...

Re: Slow download speed only on 2nd if having the ...

Re: This Looks Unfortunate

Re: This Looks Unfortunate

Re: Slower than normal download speeds

Re: Voice output calls not going out

Re: Slower than normal download speeds

Re: Canceled account, site says I’m still active.

Re: Can't redeem a token

Re: Plan change

Re: My old thread was closed....

Re: Can't redeem a token

Re: Plan change

Re: Voice output calls not going out

Re: Can't redeem a token

Re: Voice output calls not going out

Re: voice activation

Re: My old thread was closed....

Re: HughesNet is a theif

Re: Phone does not ring

Re: Plan change

Re: voice activation

Re: Plan change

Re: HughesNet is a theif

Re: Plan change

Re: Plan change

Re: New to Hughes Net and I have no WI FI since ye...

Re: Plan change

Re: Slow speeds for over 2 years

Re: Windows Live Mail