About Liz

Hi Gwalk, Thanks for posting. You may have confirmed a question I had for our devs. They just mentioned that invoices in the CMC aren't viewable today, and I wasn't sure if that applied to all customers, but looks like that may be the case. I would think this is temporary while they are working on some CMC updates. I don't have any ETA yet on the updates.  -Liz ... View more

Good morning cuddlebug, I see what you mean now. Under my dummy account, I can see your current balance, as well as the list of your previous invoices. However, I am also getting this error when trying to VIEW one of the invoices: Invoice Detail Please wait a minute and try again. If this error persists, please contact Customer Care at 1-866-347-3292. I'm going to test to see if this persists in more than one browser, then escalate to our development team who may help as to why the invoices aren't showing.  In the meantime, you can view your previous invoices via the "View/Pay My Bill" button in the Support Center, without needing to log in: You will need your SAN. Please let me know if you are able to see your invoices there, I was able to just now. Thanks, Liz ... View more

Hi cuddlebug,  Thanks for posting back. I think the issue may have been your not registering first before logging in and trying to use the self services. I apologize for not suggesting this first before telling you to log into the Support Center.  I was able to create a dummy account to log in and see that your invoice history is all there. In doing so, I've also registered your account so please try again and let me know if the error still persists. If it does, please copy and paste error message here.  I would also highly suggest setting your security questions under the Account Management tab. Just click the "Change" link next to your e-mail address to set your security questions and answers. Once these are set, if you ever need to reset your password, you can just click on the Forgot Password link; no more need to call in. -Liz ... View more

Hi cuddlebug, Thanks for posting. You can view your all your invoices under the BILLING tab, you were close! Log into the Support Center at supportcenter.myhughesnet.com Click on the Billing tab to view your invoices Hope that helps. Thanks, Liz ... View more

Hi puppylover723, Welcome to the community and thank you for posting. When you are on auto-pay, your card on file gets charged once the bill comes out (the "bill date"). That is why you're charged before the due date. If you would like to change your bill date to one that is more convenient for you, please give us a call at 866.347.3292 anytime, at your convenience so we can make the change for you. Thanks, Liz ... View more

Hey... we *still* haven't toured the factory. ._. ... View more

Hi Carmen, Welcome to the community and thanks for posting. The return kit normally gets sent once the service has been terminated. I pulled up your account and I see that your service will remain active until 9/18/2015, so the day after that, the return kit will be shipped to you. It should arrive within 10 business days. The 45 days to return doesn't start until the termination date, so you're not on the clock for that right now. I hope that clears things up, but don't hesitate to post back if you have additional concerns. Thanks, Liz ... View more

Good morning jimamling, Welcome to the community and thanks for posting. Glad you pointed this out; customers who've cancelled and returned within our 30 day open return period may find value in the community. We even have some non-HughesNet customers who occasionally post useful tidbits, like about general tech tips, for all to benefit. So regardless of your status, you're welcome to contribute constructive ideas to the community. Good luck with your future ISP. Thanks, Liz  ... View more

Hi MaryEllen, You're more than welcome. The service termination has already been processed, and there is no further need to contact us over the phone. All you have to do is wait until September 15, which is when the service will terminate. At that point, you will be shipped the prepaid return kit to pack up and return your equipment. So about 10 business days from September 15, or sooner, you will receive the return kit. If you have additional concerns, feel free to post back. Thanks, Liz ... View more

Ah, actually, the discount was applied in January so it correctly ended in July, hence the normal pricing for August. I'll let you keep the $20 credit. 🙂 We appreciated you being a HughesNet customer. -Liz ... View more

Hi MaryEllen, Thanks for your patience as I investigated your concerns. I see that you had an ongoing $10 x 7 month credit that is supposed to last until next month. I don't know why it was not applied on your August bill, I'm sorry about that. To be on the safe side, I'll credit you $20 now for August and September. Please let me know if you have additional concerns, I'm happy to address them. Thanks, Liz ... View more

Hi MaryEllen,  Welcome to the community and thank you for posting. I'm sorry to hear this, I'd like to investigate further for you. Do you have a case number or your account number (SAN) so I can pull up your account?? -Liz ... View more

Hi tabatha,  Welcome to the community and thank you for posting. We would like to address your concerns, so I pulled up your account and ran remote diagnostics on your site. Your HughesNet equipment appears to be working normally. Where exactly do you encounter this error message? What were you attempting to do when this message appears? When did you first notice this message? Looking forward to hearing back from you. Thanks, Liz ... View more

Hi Mary, I see it's your first post here, so welcome to the community! We can look into this for you, I've already pulled up your account to investigate. I'll post back once I have any updates. Your patience and cooperation are much appreciated. Thanks, Liz ... View more

Hi Suzanne, I see that a case manager has already picked up your case and has spoken with you over the phone today. Your case manager is currently working to address all your concerns and will stay in contact with you on her progress. I'm sorry for all the trouble, we hope to get this sorted out for you soon. Thanks, Liz ... View more

Hi Suzanne, Welcome to the community and thank you for posting. We want to address your concerns, so please post a case number or the serial number located on the bottom of your modem so we can pull up your account.  Thanks, Liz ... View more

Hi Nancy, Thank you so much for the update, I'm glad to hear the new modem is working well for you. We're always here if you need any help. 🙂 When people post pictures of their test results, they're posting screenshots of them. Here's a website that shows how you can take a screenshot: http://www.take-a-screenshot.org/ Taking a screenshot saves a picture of your screen to your computer. To include the picture in your community post, click the camera icon below the text field. The grey Upload Image area will appear and you can drag the saved picture into the grey area. Or you can click the link to let you navigate to the folder where your picture was saved. Here's where the camera icon is located: Please be sure you crop out your SAN, as it appears in the URL of the speed test results page. Thanks again for dropping me a line and for the well wishes. I hope you enjoy the rest of your week and weekend! -Liz ... View more

Thanks Nancy, that helps. I wanted to make sure this was noted in your account so you're not charged for any Unreturned Equipment Fees. Again, I'm sorry to hear the modem I initially sent is still not helping, I hope this new one does. Please let me know how it goes. Thanks, Liz ... View more

Hi Nancy,  I see there was a huge spike in dropped packets from the modem, so I'll send another HT1100 your way. As for your RMA status, could you please provide me with the UPS tracking number?  Thanks, Liz ... View more

Hi Nancy, Welcome back, thank you for the update. I'm sorry to hear this, I'll pull up your account and run some new diagnostics and see what could be the matter. Your patience and cooperation are much appreciated. Thanks, Liz ... View more

Hi jdpetro2, Thank you for posting, as sgoshe said, that sounds like a phishing scam. Did the e-mail look like this?: If you clicked on the link in your e-mail, I would highly suggest running a malware scan on your computer and change your password as a precaution. Please also read these articles on how to detect and report phishing scams: How to Spot Phishing E-Mails https://community.myhughesnet.com/hughesnet/topics/watch_out_for_phishing_emails_asking_you_to_enter... How to Report Phishing E-Mails https://community.myhughesnet.com/hughesnet/topics/report_suspicious_official_hughesnet_e_mail Let us know if you have additional concerns, we're happy to help. Thanks, Liz ... View more

Hi Alana, I'm sorry to hear that, but I'm glad to see Chris is helping you out here in your thread: https://community.myhughesnet.com/hughesnet/topics/still-kicked-locked-out-any-ideas -Liz ... View more

Hello aviawilson, I see it's your first post here, so welcome to the community! I think you accidentally hit the CAPS LOCK button on your keyboard before typing up your post. Thank you for letting us know of your concerns, I'm sorry to hear what happened! We definitely want to get to the bottom of this so we'll have a look at your account and billing history to see what went on. We'll post back once we have an update to share. Your patience and cooperation is greatly appreciated as we investigate further to address your billing concerns. Thanks, Liz ... View more

Good morning Samantha,  I see it's your first post here, so welcome to the community! I'm sorry to hear what happened, we certainly want to help you get this sorted out. Thank you for the case number, now we can review your case and billing history to address your concerns. We'll post back once we have an update for you. Your patience and cooperation are appreciated. Thanks, Liz ... View more

Hi Patricia, Welcome to the community and thank you for posting. I'm sorry to hear this, I can understand your frustration. Are you dialing this number for support? 866.347.3292  That message you're hearing sounds like it's from our sales line. The number I posted will get you in touch with our billing specialists who can help get your credit card number changed. Please let me know if you have additional concerns, we're happy to help. Thanks, Liz ... View more

Hi Ron, Thanks for posting and providing all these screenshots, they help a lot. We'll send these to our developers so they can help us investigate your concern. Please also be sure to check your Gmail account for your other concern and reply to us via e-mail. Thanks, Liz ... View more

Hi Michael, We'll go ahead and push your refund, so your credit card on file will be refunded within two business days. Thanks for posting, and please don't hesitate to post back here if you have additional concerns we can happily address for you. Thanks, Liz ... View more

Good morning ajstrickland75, Welcome to the community and thank you for posting. I'm sorry to here this, but I'd like to address your concerns. I was able to locate your account based on your community profile information, so we'll investigate further and post back once we have an update. When you say your internet is not working, how do you mean? Can you access any sites or do they just load slowly? Looking forward to hearing back so we can address your concerns. Thanks, Liz ... View more

Good morning Michael, We want to address your concerns, so we'll pull up your account and look into this to let you know. I'll post back once I have an update. Thank you for the tracking number, this helps. Thanks, Liz ... View more

Good morning Tim, Welcome to the community and thanks for posting. I'm sorry to hear you're disappointed, but you can follow sgoshe's suggestion above and do the one-time pay option every month if you do not want your card to be automatically debited. As sgoshe noted, you won't get a paper bill in the mail using this method, but you can view and print out your bill online if you wish to have a hard copy.  Feel free to contact us again if you have additional concerns. Thanks, Liz ... View more