About Liz

Hi ecoalex,   Good question! If you're referring to the warning regarding the VPNFilter botnet, it seems like it targets home/office routers and network access storage devices. We have not gotten any direction or warning from our network engineers regarding this, but there's no harm in rebooting your HughesNet modem to be on the safer side. :)     ... View more

Hi Zysis,      I see it's your first post here, so welcome to the community! I pulled up your account and I see that you have 20 months left in your 2 year commitment, so if you were to cancel now, your ETF would be $370.00.     I also see you're currently subject to our Fair Access Policy, which means you're out of your daily allowance, which is why your speeds are reduced and can prove difficult to stream.   You may want to look into the device on your network named "Hamstaro Dell". Just today that computer has used up a little over 14 GB.      ... View more

Hi Val,   Thanks for posting, I thought I PMed you to address your concerns. I'll resend. Thanks for your patience and cooperation.     ... View more

Whew! Great, glad to hear you're back online!   OK let me inform the engineers about your Download Zone happening from 12-5 instead of 11-4. I'll let you know when I have any news to share.   ... View more

Good morning Frank,   Thanks for posting and for PMing me back, I did see that. If you have other concerns, please don't hesitate to reach out to me.     ... View more

Good morning Mike,   Thank you for letting me know. It's in engineering's hands right now; there are multiple factors affecting this and they're testing a fix for one of the factors now. They haven't given me a timeline for any changes they can roll out to you yet, but I will ping them to see if they have anything new for us.     Your patience and understanding are much appreciated.   ... View more

Good morning Linda,     I see it's your first post here, so welcome to the community! We can certainly help, so I pulled up your account to review your case history. I see that you weren't getting a dial tone on your HughesNet Voice service, so we sent you a replacement ATA. Now that you have the new ATA, please ensure that it is hooked up to your HughesNet modem properly and securely, and give the ATA some time for it to activate.    For your reference, here's the manual for the ATA so you can see how to properly connect your ATA. You'll want to be sure your ATA is hooked up like in the diagram below:   Lack of dial tone can be caused by a loose connection, so ensure that the cables connected to the ATA are secured on both ends.   If you still aren't getting a dial tone after checking the ATA setup and waiting about 10-15 minutes for the ATA to activate, note which LEDs on the ATA are lit and what colors and let me know. HughesNet mods won't be in the office on the weekend or on the holiday this Monday, but our phone support is available 24/7, including holidays: 866.347.3292.   Regarding your wifi, you have the HT2000w modem, which already has wifi built in. Here's a guide on getting your wifi network set up; you'll want to look at panel 6 to get started.     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 more effectively help you. ... 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 more effectively help you. ... View more

Good morning Willaurean,   Thanks for posting. I saw your other thread before I saw this one. I checked your account again this morning and I see that you reactivated your service, so let's address your data concerns. Currently you are being subject to the Fair Access Policy, so that's why your speeds are reduced. I sent you some complimentary tokens so we can troubleshoot without worrying about the reduced speeds.    To use your data tokens, access your Usage Meter (the application or online).  Click the Buy Tokens button. The next screen will show you the number of tokens available for use.  Click the Use link next to the the number of tokens you have. This will increase your TOKEN BYTES AVAILABLE amount, not your Anytime Bytes, and restore speeds.    You can use these tokens at your convenience when you have time to investigate your unidentified data usage. GlassWire is a 3rd party program that's been suggested by other community members to help you determine what on your computer is connecting to the internet and using your data. This is a helpful tool since we cannot determine exactly what is using your data.   If you rather tackle your speed concerns instead, use a token so you can run some speed tests for us to evaluate.    Please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread.   Most important points to remember during this test: -do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used) -use the 25MB size download test file ONLY -space each test at least 5 minutes apart -post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE   For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx     Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning Mike,   Thank you for your patience, our engineers are still working to address this, once I have details I can share, I'll post back.   ... View more

Good morning Frank,   Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.   ... View more

Cool! Glad you're enjoying your new modem, Jim! Thanks for taking the time to share.   ... View more

Hi MS,   All I got today from engineering was that they will send me a schedule for the updates coming to the rest of the beams once available. Once I get that I'll post in this thread.   ... View more

Good morning Willaurean,   Thanks for reaching out in the community. I see in your notes that we've already processed your account for cancellation yesterday. I wish we could have worked together here to address your concerns. In any case, if you have any additional concerns, feel free to post back.     ... 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 more effectively help you. ... View more

Is this after performing the illustrated steps I e-mailed you a while back? Those steps are important to helping your modem get back online, as well as the config file that was attached. There should be a confirmation page once you're done, indicating that your modem is registered for service, as show in the illustrated steps.   ... View more

Good morning smelot,   I see it's your first post here, so welcome to the community! Our best recommendation is to speak with your landlord about compensating you for the inconvenience or double-checking the FCC OTARD to see if the landlord's guidelines are valid. As C0RR0SIVE already noted, you may still be able to install the system, as the FCC has provided consumers with protections against this situation (including causing you to incur expenses).   ... View more

Hi Brandi,    I see it's your first post here, so welcome to the community! I see from your account notes that you've previously been able to make calls, so when did this start happening?    Is there just one phone plugged into the ATA?   Please try power cycling your HughesNet Voice ATA by unplugging the power cord from it and replugging it after waiting 30 seconds. This would also be a good time to double check all your connections to ensure both ends of all the cables are secured and inserted into the correct ports. For your reference, you can view the proper setup in pictures in the manual.   Let me know if you're still hearing the busy signal after power cycling.   ... View more

Hi Sheryl,     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: Tuesday, May 22, 2018 between 08:00 and 11:00am. Call us at 866.347.3292 and reference case #112574882 if you need to reschedule.   Please let us know how the site visit goes.     ... View more

Hi ssmith1115,    Welcome to the community and thank you for posting. 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: Wednesday, May 23, 2018 between 08:00 and 11:00 am. Call us at 866.347.3292 and reference case #112574246 if you need to reschedule. Please let us know how the site visit goes.     ... View more

Good morning Frank,   Thanks for confirming that no VPN is being used. I ran diagnostics again this morning on your site and now I'm seeing dish alignment alerts. Considering that you just had a tech out there to address alignment on the 11th, I've escalated your case to our installation department here at corporate for their assistance. I want to make sure that we address any dish concerns so that another site visit isn't required in the near future; I'm suggesting we send a different local dealer to your site. I'll let you know once I hear back from installs.     Your patience and understanding are much appreciated.     ... View more

Good morning Bob,    I've not heard back from engineering since I relayed your last update to them last week. I will ping them for a response.      Your patience and understanding are much appreciated. ... View more

Hi TJ,    I got confirmation that a capacity expansion was completed for your beam Wednesday morning. Please monitor your system performance and let us know if you still have concerns.   ... View more

Hi rustythecur,    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 more effectively help you.   ... View more

You're welcome, Kasey. Don't hesitate to drop by the community again if you have any other concerns.    Have a good weekend!   ... View more

Hi Catseyz,   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 more effectively help you.     ... View more