About Liz

Hi asixrow,   Thanks for posting! We do have plans to address this, we just don't have an ETA on that yet. Once we have news we can share, you'll hear about it.   Your patience and understanding are much appreciated. ... View more

Good morning playgun,   I see it's your first post here, so welcome to the community! 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

Good morning darbieb,   I see it's your first post here, so welcome to the community! 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

Good morning,   I appreciate your patience while our engineers continue to work to resolve this. Investigation is still ongoing with no ETA on resolution so far. Once we have any updates to share, I'll post back here.     Your patience and understanding are much appreciated. ... View more

Hi monicakm,   Any time we issue a dispatch, there's nothing for the customer to do but wait for the tech to call and confirm the appointment, and be sure someone is home at the time of the appointment. Prior to dispatch creation is when you've been troubleshooting with an agent to first determine whether a dispatch is needed. If our diagnostics say all is clear, then there's no need to send a tech.    In looking at your notes prior to the dispatch, the diagnostics showed that a tech would be needed, so that's when this current dispatch was created. Only authorized HughesNet technicians can work on your equipment, and a local one is assigned to you after dispatch creation.   Hope that clears things up.   ... View more

Good morning LandonW1989,   I see it's your first post here, so welcome to the community! Since yesterday evening, we've received reports of intermitted issues with the Video Data Saver, so our engineers are already working to resolve this.  Your patience and understanding are much appreciated.   ... View more

Good morning Kirk,   Thanks for letting me know. I've already put a $125 credit on your account after I sent you the replacement just to be safe. I'm not seeing any charge yet for UEF, so that's good. The e-mail is certainly an issue, so I've escalated this to our folks to handle.  ... View more

Good morning MrCRJP,    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 monicakm,   That's good to hear. Did you even try any of the suggested steps in my last post before noticing everything was back to normal? As far as I know, we haven't done anything to your site specifically for your concerns. ... View more

Good morning SundevilGorman,   Thank you for your patience and cooperation with us as we work to address your concerns. I see someone from Dish reached out to you Friday, and I've also reconfirmed some details with him so he can get a tech out to realign your dish. If I have any updates to share, I'll let you know.     ... View more

Hello,   Thanks for posting, I can certainly address your concerns. I pulled up your account to review your billing information and you still have a promotional discount for your 30 GB plan. You can see this for yourself if you view your bill online.   To view your bill, please log into the Support Center: http://supportcenter.myhughesnet.com and follow the instructions here: http://hninfo.us/viewbill   To see the breakdown of your bill, which includes your credits, open the bill and click the "Account Charges" link in the bottom left corner.   Hope that helps!   ... View more

Hi Monica,   Thanks for the pings, all.   About the SCC, let's try this:   1. Type only 192.168.0.1 into the browser and let us know how that loads for you.   2. If the above loads slowly, please try 192.168.42.1 and let me know how that loads.   3. If either of the above loads slowly, flush the DNS on whatever device you're using to access those sites.   4. If either of the sites load slowly after flushing the DNS, let me know.     Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning Don23805,   Thank you for posting and bringing your concern to our attention. As the others have mentioned, the satellite is not "broken". Engineering is already working on the network in your area to provide service to all; improvements will come gradually.  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.   Your patience and understanding are much appreciated.   ... View more

Hi M_,   Thanks for posting, I see Gabe already replied to your post. He's correct; we don't have a way to transfer tokens or token data between accounts. ... View more

Hi Plfranch,   I'm glad you found the community, thank you for posting. I pulled up your account to investigate further and I see that engineering caught this early this morning and addressed it already. Browsing should be back to normal by now. If you still have any browsing concerns, please try power cycling your modem (unplugging the modem's power cable from its power brick and waiting at least 30 seconds before replugging). Let me know if you need additional assistance.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi Monica,   I just ran diagnostics on your site to check on the line of sight and there's no indication that there's any issue with that. I'm also seeing 38 Mbps DL from here; all is well. :) ... View more

Hello gbaker2046,   I see it's your first post here, so welcome to the community! I pulled up your account to investigate and I see you already have a dispatch scheduled for the 5th to address your concerns. I hope it goes well!     ... View more

Hello thewarehouse,   Thanks for your post. I looked up your account and am glad to see you already have a new dispatch arranged to address your current connectivity concerns. As your modem is currently not online, I'm unable to run any diagnostics on your site. I hope the next site visit goes well and gets you back online!       ... View more

Good morning Zoezy1122,    I see it's your first post here, so welcome to the community! Glad to see Gabe has already stepped up and provided good information for you. The service terms and conditions, as well as the legal site on which these conditions are available for review, is provided over the phone by our sales reps (and e-mailed in the welcome email). Agreement to these terms are required to process the sale; only if one decides not to go with the service, can that person cancel before installation without any Early Termination Fee. Once the installation is signed off on by the adult present on site, the ETF terms apply.    Please check your private messages (PM) in the top right corner of the community page as I will send you a PM to further address your concerns.   ... View more

Good morning Michael_Ex,   I see it's your first post here, so welcome to the community! I ran diagnostics on your site and found the HughesNet equipment working perfectly. I do see you have a Netgear router; do you still experience speed concerns when directly connected to the HughesNet modem? Were your speed tests done while directly connected to the HughesNet modem?     Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning SundevilGorman,   I'm glad you found the community, thank you for posting. I suppose the number for Dish that was provided was this one,  (800) 333-3474? I've escalated your case to our field services department to see how we can get their tech to get in contact with you. From the notes, I see that they were having difficulting getting in contact with you.   There are two phone numbers in the dispatch notes: one ending in  93 and the other ending in 85. These are the best numbers to try to reach you? If you have a better number, please privately message it to me.   If I'm able to get a different contact number for you so you can contact the Dish tech directly, I'll let you know.   Your cooperation, patience, and understanding are much appreciated. ... View more

Good morning badgirl7420012,    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

Good morning Harry,   Engineering would like to get in touch with you, are you available this afternoon for a call? If not, please let me know your availability.   Looking forward to hearing back.     ... View more

Hi kkumabear,   I see it's your first post here, so welcome to the community! Thank you for reaching out, I hope C0RR0SIVE's explanation helped. If you have other concerns, don't hesitate to drop by the community again.   ... View more

  Good morning soliday1,   It's been a while since we last heard from you, and I haven't received a reply to my PM, 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

Hi Harry,   Just heard from engineering, they're concerned about the ASUS router you have connected to the HughesNet modem. While we can see that this ASUS is connected to the modem, we cannot see beyond that, like whether there are other devices connecting via this 3rd party router.    When you ran the testmy.net speed tests, were they done with a computer/laptop directly connected to the HughesNet modem? If not, please ensure that the device on which you're running tests is the only device hooked up to the HughesNet modem. Engineering could use more current speed tests direct from a computer/laptop to the HughesNet modem.   Lastly, is there a particular device on which you're encountering speed issues? Again, if something is connecting via the ASUS' wifi network, we can't see it.    What times of the day/night do you tend to encounter the speed issues? I know you said "the speed of my connection is fine when I'm not using it but pathetic during the times I actually want to use it", so can you please provide some time frames for the engineers to evaluate?     Your cooperation, patience, and understanding are much appreciated.   ... View more