About Liz

Good morning Debbiew,   I see it's your first post here, so welcome to the community! Let me look into unsuspending your service so you can call in and cancel. I'll post back once I have any updates for you.  Your patience and understanding are much appreciated. ... View more

Good morning,    Just wanted to clarify that what was posted earlier on how our Video Data Saver works is not correct. I double-checked with the engineer who is our VDS expert and he confirmed that this is untrue. How VDS works is proprietary information so I'm unable to provide further details. Thanks for your understanding!     okay @monicakm  Here's how VDS actually works ...... For our example we'll say a video contains 1,000 frames of data ... VDS deletes every 5th or 10th frame as an example. (depending on the algorithm being deployed ) so in this case VDS would delete about 10 frames from the video you're watching. As a result 99% of customers would NEVER notice the difference. However, larger vids like 720 or 1080 HD contain more frames than a 360p video This service was only available starting with GEN5. It's the ISP's attempt to limit bandwidth usage. If you're streaming Netflix or similar services you'll notice a huge difference in data usage because the aggregate total over a month is enough to make a difference. (( information provided as a courtsey from a former installer )) ... View more

Good morning jaybat71,   I'm glad you found the community, thank you for posting. I hope Gabe's suggestion helped out. If you have any concerns feel free to drop by the community again, we're here for you.   ... View more

Good morning Brad,    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.   ... View more

Oh nice! Thank you for letting me know what worked for you! I'm glad you found the answer here in the community. Come back if you have any other concerns.   ... View more

Hi Pence,   I'm glad you found the community, thank you for posting. Let's try toggling off the Web Acceleration function on the HughesNet modem and see if that lets you connect to those secure sites.      Here’s how to toggle Web Acceleration. You should only disable Web Acceleration as a workaround for specific scenarios - more often than not those scenarios involve accessing a specific site. For optimal speeds please remember to enable Web Acceleration once you have accessed the website in question.   1. Visit the System Control Center (SCC) http://192.168.0.1 in your web browser.     2. Click the gray "i" icon at the top to go to Advanced Configuration.     3. Click on "Web Acceleration" in the left side menu bar.     4. Click on "Control" under Web Acceleration sub-menu.     5. Click on "Web Acceleration Enabled", this will change to an orange button that says "Web Acceleration Disabled".   Let me know if you're able to access the sites after disabling Web Acceleration. If not, please let me know which site(s) you're trying to access so we can try to reproduce the issue.       Your cooperation, patience, and understanding are much appreciated. ... View more

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.   ... View more

Hello fwmi,   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. The tech will reach out first to confirm an appointment before arriving. Please let us know how the site visit goes.   ... View more

Hi Tom,   I was just checking up on your site and I see it's back online and running well! If you have any other concerns, please feel free to post again! ... View more

Hi DannyTitanium,   I'm glad you found the community, thank you for posting. Just wanted to address some things in your posts. I think the agent you called misspoke, your monthly data is not distributed evenly amongst your devices; each connected device will use however much data it can until you're out of your data allowance. After the data allowance is used up, your speeds will be reduced, but you will still remain online. I'm sorry for the confusion, I hope that clears things up.   Gabe's suggestion is good if you're using a 3rd party router. Disable the wifi on the HT2000 so you can avoid any interference and ensure your network devices work normally.   Regarding the iMessage concern, please let me know if any of these steps make a difference: https://support.apple.com/en-us/HT204065   If none of the steps in that link help. please change the DNS settings on your iPhone to a use a different DNS server such as Google's (8.8.8.8). Here are instructions on how to do so: https://www.igeeksblog.com/how-to-change-dns-on-iphone-ipad/   Which iPhone is experiencing this issue?   What error message are you seeing that indicates the pic/vid couldn't send? A screenshot would be best.   Are you able to send regular text messages via iMessage or is this just happening when trying to send media?   If you have multiple devices on iOS are they also experiencing the same issue with iMessage?     Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi Jess,   Thanks so much for your patience while I investigated.  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.   ... View more

OK I'm going to close this thread, but feel free to continue the wet noodle chit-chat to our General Discussion board. :) ... View more

Good morning Gabe,   Thanks for pointing these out! It's been a while since we reviewed these, so let me double-check with the engineers which file sizes they need, and then we'll get that fixed in our messaging in the community and our FAQ moving forward. ... View more

OK this tidbit helps, let me investigate more into this retention call.  ... View more

Hi Jess,   Thank you for your patience while I dug into your account. I'm also not seeing any mention of waiving the ETF in any of your cases. I do see we have credited you an entire month of service for the issues you called in about last July. In the more recent calls, we weren't able to complete troubleshooting before you requested cancellation. Typically we may explore other options (which can include waiving the ETF) only if we complete troubleshooting and engineering reviews the data. As it stands, the ETF is valid. I know that's not the answer you were hoping for, but I would appreciate your understanding our position.     ... View more

Hi Jess,   I see it's your first post here, so welcome to the community!  I can certainly take a look into your case history for you. Do you have an estimated time period of when an offer was made? A case number would be even better.   Looking forward to hearing back. Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning Bergner1221,    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.   ... View more

Good morning Iseedeadpeople,   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.   ... View more

Good morning Farris19,   We're closing this thread since we never got a reply with the needed information. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   ... View more

Good morning Texaspapa1953,   We're closing this thread since we never got a reply from you. Please be sure to reply to my PM if you'd like me to assist with this concern.    ... View more

Good morning,    It's been a while since we had any activity in here, 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.   ... View more