About Liz

Hi RTL,    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

Hi chipdog,    Glad you found our community, welcome! I hope Mark's suggestion worked, haven't heard from you in a bit. If you have any other concerns, feel free to start a new thread!     ... View more

Hello eringobragh,   I'm so sorry for your loss, my condolences to you and the entire family. We can certainly take care of this for you. I'm already working on this and will send you a private message to discuss details once I'm done. You can check your private messages (PM) in the top right corner of the community page. I'll have a PM for you soon addressing your concerns.         ... View more

Hi Joe,    Welcome! I pulled up your account and I see you're also experiencing the same thing. We're currently investigating this right now so I wouldn't jump to conclusions. I'll include your account in our investigation and may ask you for additional info to help our engineers.   @GMI An engineer has just checked your site and is seeing usage data populating in our system. Can you please check and let me know if you're seeing the Usage Meter showing normally for you again?   To the rest, we're going to make some adjustments to help fix this, I'll keep you posted.   Edit: @GMI You should definitely be fixed, I can see your usage page showing normally again on my end: ... View more

Good morning folks,    The roll out process is back on track. I'll keep you posted on any other news on this as I get it. We appreciate your patience and understanding.   ... View more

Hi PJ,   Thank you for your patience while we look into this. I have engineers looking at this now, I'll keep you posted once I have any news to share.   ... View more

Thanks Adam and Aaron! This helps, I'll send this info over to our folks here at corporate. I'll let you know once I have any news to share.       ... View more

Hi!   Thanks for posting! Welcome, glad to see the community jump in to help you. Just wanted to clarify what you're probably seeing in the Usage Meter:     While the Usage Meter in the Support Center does show your data in MB, you have a lot more than 50 MB allotted to you each month. As you can see above, you have 50000 MB at your disposal every month. 50000 MB = 50 GB     ... View more

Hi marinermama,   Welcome and thanks for posting! We appreciate your feedback and want to be sure we are clear about choosing to save your payment information. Is this is payment screen to which you're referring?     You'll see there is that part saying "By selecting this option, Hughes will store your card information and will attempt to automatically process payments on your billing date." Please let us know how we can make this more clear so we can provide better service to all our HughesNet subscribers.     Your cooperation, patience, and understanding are much appreciated.   ... View more

Hello 4nfana_c,   I see it's your first post here, so welcome to the community! Thanks for taking the time to share your experience. I'm sorry to hear you weren't satisfied with your phone experience, I'll send along your concerns to our call center manager. We appreciate your valuable feedback, as it helps us improve our service to our HughesNet subscribers.   Regarding your service performance concerns, I've pulled up your account to run diagnostics on your system and everything is running well! Great speeds at that:   Speed test results for SAN - DSS36 Execution time: 2018-08-21 18:10:17 Upload speed (kb/sec): 3052.623 Download speed (kb/sec): 33665.752 Round trip ping time (msec): 557 Packet loss rate (%): 0   However, I do see that the phone on the 5GHz network does have a poor signal quality. You should move that device close to the HughesNet wifi modem for optimal performance. The 5Ghz network has a smaller range than the 2GHz network.     ... View more

Hi Adam,    You said that you were last able to buy/use a token two weeks or a month ago. Do you recall where you did this? Was this via the Usage Meter downloaded to your computer? Or was this via the Support Center online?   ... View more

Good morning RTL,   Welcome to the community! I can understand how frustrating it can be when something unknown is using up all your data. In case you might have missed this thread, this is the one that shows you how you can start your unidentified data usage investigation.   Good luck!   ... View more

Hi folks,  I'm looking into this for you. I'll post back once I have any news to share.     Your patience and understanding are much appreciated. ... View more

Good morning dd4822,   I see it's your first post here, so welcome to the community! We certainly do care about our customers, I'm sorry our service was not meeting your expectations, I'm sure we can come to a resolution.   I can understand that in some cases, the radio is not in a safe place for easy retrieval, or perhaps the customer is physically unable to uninstall the radio. This is why we do offer professional services to uninstall the equipment if it's not easily accessible by the customer. So what I've done is created a complimentary dispatch to uninstall all the equipment for your convenience.    Your dispatch is currently scheduled for our earliest available slot: Thursday, Aug 23, 2018 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #114708286 if you need to reschedule.   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.   Good luck with your future ISP! ... View more

Good morning JamStrong!   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. Have a good weekend!   ... View more

Hi Aaron,   Thanks for letting me know, I pulled up your account to review your notes and confirmed you are seeing the same thing. No need for a new thread, I do appreciate you offering to start your own. In this unusual case, I'd like to keep a track of all the folks affected by the same error in one thread. I'll escalate your case as well.     ... View more

Hi Adam,   Nevermind about the mobile app error message, I made an inquiry and got confirmation that the mobile app won't work for legacy customers, I'm sorry. I'm going to ping the engineers here about the main issue you reported so we can get you token access again.   ... View more

Hi PJ,   Just got confirmation that the mobile app won't work for legacy customers, I'm sorry. I'm going to ping the engineers here about the main issue you reported so we can get you token access again. ... View more

Good morning Wendy,   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,   Your SCC should be working, I was able to pull it up yesterday and again just now:     About the mobile app, what error message are you getting when the log in screen doesn't let you through? If you can get a screenshot that would be helpful, and I can send it over to our devs.     ... View more

Good morning Adam,   I haven't heard yet from our engineers here at corporate after I escalated your case yesterday, it's likely they haven't had a chance yet to investigate. I wonder if this issue is related to the mobile app not letting you log on? What error message are you getting when you try to log on? If you can get a screenshot of the error that would be great.         ... View more

Hi PJF,    Welcome to the community and thanks for posting, we definitely want to look into this for you. I've already pulled up your account and was able to see that same "None" message on the Usage page in the Support Center. Let me escalate this to engineering for their assistance. I'll post back once I have any updates for you.   I understand the importance of tracking your usage, so alternatively you can check your usage in the System Control Center. Enter 192.168.0.1 in your browser and you'll see your usage on the right.   Regarding tokens, do you have the downloaded Usage Meter application? Are you able to access your tokens there?   Once I have any news from engineering I'll let you know.   Your patience is appreciated.     ... View more

Hi divinIN,   Last we heard, there was a hold up in the process so the rollout has been delayed. I'll follow up on the status when we meet again next week.     ... View more

Hi GMI,   Welcome and thanks for letting me know, let me get your issue escalated to engineering as well to fix. I'll keep you posted.     ... View more

OK thank you for the additional info. I've escalated your case to our folks here at corporate to address. I'll keep you posted on their progress. ... View more

Hi Adam,     I see it's your first post here, so welcome to the community! That does seem odd; prior to this, have you been able to view your tokens and purchase from the Usage Meter or the Support Center website?   When did you first notice that error?   Do you recall making any changes to your account around the same time?   I've pulled up your account and am investigating for you. The screenshot helps a lot so thank you for sharing. I'll post back once I have any updates for you.   Your patience and understanding are appreciated.   ... View more

Good morning pegfish,   It's been a while since we last heard from you, so we will close this thread. Hope the suggestions in this thread helped you out. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.     ... View more

Hi Paula,   Welcome to the community, glad to have you here. I pulled up your account to have a look at your site regarding your concerns, and first thing is we definitely want to get that old HT1000 replaced. I've created a dispatch to review your site as well. Your dispatch is currently scheduled for our earliest available slot: Wednesday, Aug 22, 2018 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #114526282 if you need to reschedule. Hope it goes well!     ... View more

Hi JamStrong!   Good question--as your fellow community members have already mentioned, it's ok if the modem feels warm. I would be concerned if it were really hot to the touch, however. I double-checked your diagnostics and everything looks fine. I would also make sure to follow everyone's advice to ensure the modem has enough space around it so it's properly ventilated.     ... View more